New Carpet, with fault on it

michele-p

Hi, last week I ordered new carpets for my flat which I let out, for the living room, bedroom and hallway. The property was empty, and new tenant due to move in yesterday.

The carpet company took the keys as the flat was empty, and they couldn't commit to a time. When we went to the flat that evening it was apparent there was a problem, in the living room there was a paler coloured line the length of the room. It looked as if it was caused by a roller or similar.

We reported this straight away, and were due to meet the salesman there on Friday, but he was off sick. We tried to get a manager to come over on Friday, as the tenant was due to move in yesterday, and it needed sorting asap. No joy, we were told 9am yesterday was the best they could do.

My husband took time off work yesterday morning to be there at 9am. He was told there was an obvious fault, and the carpet would be replaced the same afternoon. I took time off in the afternoon to let the fitter in, as the tenant had moved all her things in (had to store it all in the bedroom to keep living room free).

The new carpet had more lines in, and was worse, so I wouldn't let him fit it. he called the office, and I hard the woman say "it's a characteristic of the carpet, just fit it". I called them myself, and satted it was a fault and would not be fitted. They asked if I could go over to the office and look at the roll before they cut off more. The whole roll had the marks in, it looks like something has pressed on the roll and made a mark.

The manager was called, and tied to tell me it was acceptable, and the lines were caused in transport. I believe it's sub standard, and if they are selling it with lines in it they they should tell customers.

We paid £275 for the whole thing, and they offered us £30 refund, which is a bit of an insult. They said there was 80 metres left on the roll which they intend to sell before they order a new roll. They are selling it knowing there are marks on it.

We got the fitter to replace the fist damaged carpet, and they promised to call me when a new roll arrives, so we can go and look at it, and they will replace it the. It cold be weeks though, and the flat will be furnished by then, causing yet more inconvenience.

I'm just wondering where do I stand with this though?

Thanks

bingo_bango

Apart from on the carpet??

Sorry...couldn't resist.

As you are a business, you cannot fall back to the usual consumer legislation. That being the case, what you have is a plain old breach of contract. You didn't get what you paid for, so you can reject the item and claim a refund. That may require court action.

However, you appear to have accepted a restorative resolution instead. If you have agreed that they can show you a new roll of carpet in xx weeks and they are prepared to replace from that, then I'm afraid you will have to allow them to do so. If that option doesn't work, then you can consider rejecting the carpet outright and think about getting your money back.

michele-p

Hi bingo bango, no it's not a business, it's my flat that we rent out. So hopefully that helps. They did offer a £30 refund on the day the salesman came out to see it, but on a £275 carpet it was a bit of an insult!

We'll wait to see the next roll, and if it's still not suitable will get them to come and take the whole lot up, and ask for a full refund (can I ask for this fitting back too?) and go elsewhere.

It seems whatever we buy at the moment ends up like this. Thanks for the reply though.

pinkteapot

Are you sure it's a fault? A lot of carpets have lines in them at regular intervals when first laid. It happens when a roll gets squashed by other rolls and so you end up with creases (imagine squashing a loo roll). They should hoover out over a short time. I've had this in new carpets before...

chelle230

my brother is a fitter, and recently one of his customers refused to pay as they thought it was faulty too.
it will settle over time, as another poster has said, it happens when it's rolled and causes lines which will settle and hoover out

michele-p

OK, will give them the benefit of the doubt, as we have to wait until the New Year, will go back and have a look then, and see if it's any better. Thanks for the info, I've not seen a line like it before, so hope it will come out!