SCS refusing to give a refund or exchange for creased carpet.

E5dawsonj

Hello all,

We recently bought a carpet from SCS. After it was fitted, we noticed a line or crease running straight down the middle from one end of the room to the other. We were obviously not happy about this and contacted SCS immediately.

Their 'carpet expert' told us over the phone that it sounds like a crease due to how the carpet had been rolled, and it would correct itself within two weeks - which she then extended to six weeks within a matter of seconds.

Unhappy but otherwise feeling helpless, we waited six weeks. We walked on it as normal and vacuumed regularly, as the 'carpet expert' advised us to do to speed up the process.

After over six weeks the crease was still there and had showed no signs of improvement, so we contacted SCS again, who agreed to send out a 'carpet expert' to examine the carpet.

We have now received a letter from SCS with the results. They acknowledge the crease and go into great detail about how the crease could have got there, but they refuse to acknowledge that there is a fault with the carpet and are outright denying us a refund or exchange.

We are very unhappy about this but are unsure of which road to take now to get what we deserve. We don't feel we have the funds to take legal action and feel that badgering SCS will get us nowhere. Any advice would be very much appreciated!

Thank you!

molerat

Who delivered the carpet ?
Where was it stored after delivery and for how long ?
Who fitted the carpet and who did you pay the money to fit the carpet ?
What method of payment did you use for the carpet and the fitting ?

unholyangel

Could try a letter before action.

They may ignore it but you never know.

The legislation you're relying on is the Sale of Goods Act and on the basis that if the goods do not conform to contract within the first 6 months, its for the retailer to prove its not faulty rather than the consumer to prove it is.

When writing your letter, include important dates. For example, dear blah blah, on x date we ordered x item from your x store for a total price of xxx.


Alternatively, I'm not sure if any carpet fitters would be able to offer advice as to whether the carpet can be fixed....it may be the path of least resistance and still see you with the carpet you wanted - albeit with shoddy service.

Takeaway_Addict

unholyangel wrote: »

Could try a letter before action.

They may ignore it but you never know.

The legislation you're relying on is the Sale of Goods Act and on the basis that if the goods do not conform to contract within the first 6 months, its for the retailer to prove its not faulty rather than the consumer to prove it is.

When writing your letter, include important dates. For example, dear blah blah, on x date we ordered x item from your x store for a total price of xxx.


Alternatively, I'm not sure if any carpet fitters would be able to offer advice as to whether the carpet can be fixed....it may be the path of least resistance and still see you with the carpet you wanted - albeit with shoddy service.

Not inherently faulty, it can be faulty through misuse or wear and tear and the retailer would have no obligation if they could prove this was the case.

unholyangel

Takeaway_Addict wrote: »

Not inherently faulty, it can be faulty through misuse or wear and tear and the retailer would have no obligation if they could prove this was the case.

Indeed sorry I was talking about OP's circumstances specifically, since she said the retailer told her it was how the carpet was rolled and also the fact the crease is right down the middle. Only way that could really be misuse is if the OP unrolled it, folded it in half and then walked along the edge to press it into a crease.

I can't really see that happening but then again, all kinds of crazy people in the world.

Takeaway_Addict

unholyangel wrote: »

Indeed sorry I was talking about OP's circumstances specifically, since she said the retailer told her it was how the carpet was rolled and also the fact the crease is right down the middle. Only way that could really be misuse is if the OP unrolled it, folded it in half and then walked along the edge to press it into a crease.

I can't really see that happening but then again, all kinds of crazy people in the world.

I knew you knew but if anyone else read this they may think just faulty regardless of how, hence the clarification.

unholyangel

Takeaway_Addict wrote: »

I knew you knew but if anyone else read this they may think just faulty regardless of how, hence the clarification.

I understand completely. I do the same thing myself

beeg0d

can you please post a photo of the crease. from the sound of SCSs origional response they assumed it was a "pole pressure mark" which as they rightly said isnt a fault, but a standard feature of soft pile carpets (its infact noted in the official specification for textile floorcoveringds). However as its been over 6 weeks and still there then that isnt the case.

E5dawsonj

molerat wrote: »

Who delivered the carpet ?
Where was it stored after delivery and for how long ?
Who fitted the carpet and who did you pay the money to fit the carpet ?
What method of payment did you use for the carpet and the fitting ?

SCS delivered and fitted the carpet. We paid for the carpet by card but paid cash to the SCS fitter.

As far as storage goes, the letter explains;

"Your carpet was cut, then rolled around a cardboard tube and wrapped at our suppliers and then transported by a specialist carpet carrier to us. Whilst they have the equipment and systems to ensure that the carpet reach our distribution centre in good condition, it can cause temporary crease at the overlap point where the crease mark runs across the full width of the carpet."

unholyangel wrote: »

Indeed sorry I was talking about OP's circumstances specifically, since she said the retailer told her it was how the carpet was rolled and also the fact the crease is right down the middle. Only way that could really be misuse is if the OP unrolled it, folded it in half and then walked along the edge to press it into a crease.

I can't really see that happening but then again, all kinds of crazy people in the world.

My apologies, I worded my post to sound this way, but I should point out that the crease is not in the bang centre on the carpet, it's slightly over to the left. It's a small, longish room though so the crease is very noticeable.

beeg0d wrote: »

can you please post a photo of the crease. from the sound of SCSs origional response they assumed it was a "pole pressure mark" which as they rightly said isnt a fault, but a standard feature of soft pile carpets (its infact noted in the official specification for textile floorcoveringds). However as its been over 6 weeks and still there then that isnt the case.

I will try to post a photo ASAP.

Thank you all for your replies!

unholyangel

If they've put that in writing, I'd be asking them for their definition of the word "temporary". And at which point does temporary become unreasonable?

For example, if its there for a year, that's temporary....but its not reasonable (imo).

spacey2012

Sounds like they failed to inspect the carpet, as the supplier, they will not refund the carpet shop once the carpet has been cut.
Hence they want to put it on you.
The fitter could have damaged the carpet by folding it up to go in the van to make fitting easier, if it gets creased to badly, it will never come out, try it with a piece of paper.
I would issue a Letter before County Court Action outlining the issue and request they contact you to make a reasonable attempt to rectify the situation or you will issue a claim.