Can I cancel carpet fully paid from carpetright?

Lady_K

Sorry post is so long

I ordered and paid for a carpet in full by debit card yesterday (Tuesday) from Carpetright, I have never used them before but they had a 50% off plus an extra 10% off which ended last night at 8pm.

I felt pressured to buy because the deal was ending at 8pm although it wasnt as good a deal as it first appeared. The 50% off part was on the rrp price which no other shop sells at anyway so it was really just 20% off.
The sales staff were very misleading, to be honest they were really terrible, my daughter felt the same and her partner as they were with me for some of the time.

However due to various reasons I was under pressure to get the carpet yesterday. I found it hard to decide which one and was very unsure and ended up buying one completely not what I went in for. Its 7.30 am now and I've been up all night worrying about it.

I was quoted while browsing that the fitting would be £46.00, I had been told £30 from a local carpet man but I know carpetright are a bigger shop so I accepted that.
I also have my own new underlay and asked if the fitting for this would be included and was told yes of course but I just don't trust him and there is nothing on the invoice.

When I paid for it he told me I have to pay the carpet fitter myself when he delivers and comes to fit it which will be £46.44 and I just had to pay carpetright for my carpet.

He actually also tried to charge me almost £130 extra until I pushed for a recalculation twice until it matched the price he quoted while I was browsing, perhaps he thought I had forgotten.
Then when I had paid he folded the A4 invoice and reciept into 4 and handed it to me, I didn't like this because it was as though he was not wanting to me to look at it properly.
When my daughter and her partner checked the reciept it was confusing, although he had told me I had to pay the fitters myself there were extra charges I hadnt been made aware of:

No mention was made of
delivery cost £29
extra fitting deposit £5.16
hall stairs and landing extra fitting cost £35
(not forgetting I am supposed to pay the fitters £46.44 on the day)

I rang the store as soon as I got home saying the reciept was a bit confusing and would he please explain the extra charges and he babbled a load of rubbish at me perhaps hoping I would be too confused to question any further. I still dont fully understand but I do feel its a con

He said in order to make sure the fitters do a good job they withold the extra £5.16 fitting deposit and the extra £35 hall/stairs/landing charge until its completed and they charge £29 for delivery because they cut it up or something. This took many attempts to get out of him because he kept trying to confuse me more and tried to make it sound as though it hadnt cost me any extra and it was for my protection.
There is something on the back of the A4 invoice that says if there is any problem with fitting it would be beween myself and the fitter and carpetright have no responsibilty for it, yet I asked him what if there was a problem with fitting and he said oh we deal with that and its guaranteed for 12 months. I didnt mention what we had read on the back of the invoice but he then came out with that in all the years hed worked there he had not read the back of the invoice, Perhaps he is trying to claim ignorance now in case anything goes wrong with the fitting. I am wondering if this invoice is the same A4 info they have stuck on the carpetright wall that he expects customers to read, if so it is a full complicated page of very tiny writing.

If there are these charges fair enough but I should be given the chance to decide if I want to pay them and at no time was any of these ever mentioned and he answered very sarcastically and kept repeating 'there are signs in the shop stating the charges 'its up to you to read them' he said and that there was one directly in front of where I was sitting but I didnt see any and niether did my daughter and her partner. He said it is an A4 piece of paper on the wall, I asked if it is in small print and he said not really.
I told him that I could not be the only person mislead by this and customers looking for a carpet just do not go round looking at A4 pieces of paper on the wall, they expect to be told and informed properly by honest sales staff. There must be loads of people upset by this.
I also have an eye condition which is not always apparant to people but I would not be able to read the A4 notice on the wall anyway and what if people can't read or are dyslexic or something, surely even if its on the wall shouldnt they verbally inform customers of the true costs broken down?

Basically I was informed fitting would be £46 but it rose to £86.60
And I was never informed of a delivery charge which was £29

They also tried to charge me £86 for a piece of vinyl fitted in a downstairs loo only 2 m2 excluding delivery cost. I asked what the cost would be just to take it away with me without fitting and he really did not like to admit that it was £19.98! With that information I chose to just take the vinyl without fitting, I should have had the same info about the carpet.
I did then comment that it seemed pretty ludicrous that my hall and stairs were going to cost £46 fitting but a tiny piece of vinyl costs more? He then had an opportunity to make me aware of the extra costs involved with the carpet but he chose to ignore it.
He just said you are paying for an expert to do a job which is very time consuming. I told him that last week I had my bathroom fitted for £65 including the vinyl which took 30 minutes and its 3 times the size of the loo but he would not budge and thought £82 was justified.

I don't know what to do, what could happen if?

I call the shop today to either:
Cancel the order completely and ask for a full refund, and will it cost me anything to do that?
Ask if I can swap the carpet for a different one either in the same price range or less (but the offer ended last night)
What if the carpet has been cut? He did make a point of telling me my order was in awaiting processing last night at 7.30pm and it would most likely be cut overnight as they cut 24 hours a day yet he told us in the shop the fitters wouldnt contact us untill Monday to arrange fitting.

I was under pressure in the shop and know I've picked the wrong carpet for me. Even if they let me change it could they charge the full price now the offer has ended?

pinkshoes

You have no rights to cancel the order (unless it says so in your T&Cs), as you bought it on site.

You can, however, ask them to change the carpet, but I don't think they'd have to honour the offer. You may have to appeal to their better nature.

Carpet Right ALWAYS have sales. I had them quote for a staircase carpet recently, and they were almost double what two local companies were prepared to do it for.

Worst case scenario is that you'll have to pay extra to get the carpet you want, as your contract is now with them. I doubt they'll let you wriggle out of it!

Lady_K

Thanks,

I called the store to ask if I could change the carpet for a same price one within the same range and they said no chance because it has been cut overnight, so thats the way it will stay. I can't change it so I will put it down to fate and hopefully I will like it when its down.

Its not like me to buy under pressure but I did, it wasnt just because of the offer although that did have a big influence, it was lots of other things. I have difficulty going out for health reasons plus I didnt like to have to have people getting me to a shop to keep looking so I wanted to get it sorted fast plus my carpet was taken up to decorate and its causing chaos for me getting up and down the stairs, its bad enough with a carpet down so with the grippers on the treads and risers its terrible. I have to get a carpet down asap

I have read up some things about carpetright on the net though overnight and they do seem to have a massive lot of complaints. I wouldnt go there again myself or recommend them not just because of the extra charges but the sales staff are so rude and have an odd bad attitude and air about them (I went to 2 carpetright stores and had 2 carpetright measurers). I wanted buying a new stairs and landing carpet to be a nice experience, after all I spent a lot of money and its a big purchase but the staff talked over me, mislead me, were cocky, rude, ignorant and I am left feeling distrust and worry now about what the fitting is going to be like as from what I've read even though the man on the phone says I go back to them if the fitting is faulty or becomes faulty within 12 months this is not so according to other buyers and they get ignored by the fitters and carpetright, even head office

I just hope I will be a bit luckier than them with my delivery and fitting