CarpetRight, Poor customer care/product quality?

Redhill2

Advice sought please.
My parents bought new carpet fitted throughout their bungalow from CarpetRight in Redhill in Surrey.
Within 4 months of fitting the carpet is showing signs of wear, visible and to the touch. There is only the 2 of them, both in their 70s and have both had hip replacement ops so not very mobile about the house.
Obviously this is not right, carpet shouldnt wear as this has.
They have complained to Redhill branch who sent out someone out to examine. He agreed that the carpet was showing signs of wear and would report to Head Office.
A letter has been received from CarpetRight customer service dept Ref 414368 . It talks about shedding of loose fibre in carpets being normal, but surely not to the point where it is showing signs of wear in 4 months.
I feel that they have grounds for replacement/compensation as the carpet is obviouisly poor quality,not fit for purpose and hasnt lasted a reasonable length of time.
Other than going back and forth round the houses and being fobbed off with CarpetRight Customer Services can anyone suggest what course of action should be taken?
Any help/advice greatly appreciated.

blanno

When you say shows signs of wear, do you mean that it has lost it's appearance caused possibly by flattening. All carpets flatten and this will cause lighter patches in walkways because the flattened areas reflect the light more. Many people think it is wear but is is not and is quite normal. Some carpets show this more than others, plain carpets in paticular are subject to this effect.

Hope this helps