Awful Customer Services at Carpet Right

soxy1971

Can Someone please help with an email address for someone high up in customer service at Carpet Right?
I brought carpet from the Dartford store and was told that it was discontinued so had to buy enough for 2 bedrooms and hall stair and landing. Which we did even though we were not planning to have it all fitted just yet. I had it laid by a professional carpet fitter the day after we brought it, there were a few indentation marks, which I thought were just crease marks and would soon disappear, They never did and 2 weeks later we had to have some new pipework laid and lifted the carpet, which is when we found the damage to the underside of the carpet, which looks like it has been taped and stapled to the roll and has just been ripped off the staples leaving holes in the hessian, which in turn is causing the marks on the surface of the carpet.
I immediately called the store and was told that an inspector would visit 2 days later, which he did and confirmed that we could NOT have caused the damage and we would be getting a new piece of carpet.
The very next day we received a letter stating that our complaint had been rejected and we would not be getting a new carpet or a refund.
I then called the Dartford store and was told that we had damage the carpet or the fitter had. The manager was extremely rude and unhelpful, I then called customer service who were equally unhelpful and was told I could get an independent inspection done, I asked why I should have to pay for that, and was told "IT WOULD BE CHEAPER THAN TAKING US TO COURT"
I am amazed that this is called customer service!!!! Can anybody help me with contact details and what to do next as I keep hitting a brick wall with customer services, It seems like Carpet Right have had our money and now we can get lost!!! Please Help!!!!:mad::mad::mad:

trumpton

You can contact your local Trading Standards through the Consumer Direct website. They will take details and get someone to ring you back.

It is actually quite cheap to take someone to the small claims court. You can do it online and it costs around £35. if you can get the fitter to confirm that the marks were there when he laid it then I would think you would have a reasonable case.

geoffky

you will need a report if you want to go to court.

nearlyrich

I had dealings with carpet right up to 1997 and would not give them another penny after experiencing horrendous customer service. We ordered a carpet for our bedroom and ensuite which was graded as suitable for bathrooms and went off to build the rest of the colour scheme around it, bought made to measure curtains wall paper etc, the day before they were due to fit it the called me and said they couldn't get the carpet we had picked (they said that they had it in the store when we ordered it 6 weeks before) They asked us to choose another carpet, they didn't have anything like the colour and the carpets they offered were not graded for bathrooms, they also wanted us to pay more!!!! I was livid, so I told the manager he had until 3pm the next day to lay my carpet as we had ordered and if he didn't sort it I would sue them for breach of contract and I would be looking for the full cost of the decorating and the curtains plus the cost of a suitable carpet from a proper store who didn't let their customers down at the last minute. He miraculously managed to find the right carpet and fit it but I would not give them another penny.

I hope you get sorted...

soxy1971

Thanks for your replies everyone,

Im still having trouble getting contact details for anybody higher up in Carpet right customer services, can somebody help me out with email addresses please

Thank you

ThumbRemote

Given you may have to go down the small claims court route, you would be better sending correspondence by recorded delivery so you have proof they have received it.

mamabuddah

did they recommend the carpet fitter?...did he not mention the damage when he was laying the carpet?

soxy1971

The fitter wasnt recommended by Carpet Right, and he didnt notice the damage when it was laid unfortunately.

Thats why the store are refusing to sort this out.

The company seems impenetrable too, still searching for an email address!

esuhl

geoffky wrote: »

you will need a report if you want to go to court.

It would be down to Carpet Right to prove that the carpet was supplied in good condition. The onus only passes to the customer to prove inherent faults after they have had the goods for six months. (See the Sale of Goods Act.)

soxy1971

Thanks for the info esuhl.

soxy1971

Just received an email stating they are looking into it, lets see what happens now!!