Marks and spencers are making me scream!

littlemissgreen · 22 October 2014 at 3:58PM

I purchased a large expensive rug from m&s and put in on our new beige carpet. There were no warning regarding colour transfer on the label.

However a little time later there is a huge rectangle in the same colour the backing (a light brown colour.)

I sent the rug for testing at marks and to my disbelief they just told me that it is not the rug that has caused it?! This process has been going on for months. I feel like they are having a laugh at my expense. Any ideas?

They said that will send the carpet cleaning people around to make an assessment, I agreed but I wanted to speak to someone higher. This was refused so I told them to send my rug back. I am so upset by the customer service!

renegade · 22 October 2014 at 4:09PM

You made a complaint , they made a decision to investigate, you refused.....end of

What were you wanting them to do for you other than that?

frugal_mike · 22 October 2014 at 6:16PM

Are they still sending the carpet cleaners?

littlemissgreen · 22 October 2014 at 10:07PM

I did not refuse anything? I would expect this company to resolve this quickly and sort out the damage to my carpet and replace my rug.

1) I gave them my rug

2) They tested it and said it could not be the rug that has colour transferred even though i have a large rectangle the same colour as the rug backing on my carpet?

3) I agreed for them to send the carpet people to my house however...

4) As this has been going on since JULY I asked to speak to someone in a more senior position - this was refused. I told them to return my rug, the one that I paid for. To see if I can get someone to test it and prove that it has caused this problem.

5) I agreed for them to send the carpet people to my house, again I have to wait until someone contacts me.

The time this is taking does not seem reasonable? I just wondered if there were any legal rights I could read up on?

frugal_mike · 23 October 2014 at 5:58AM

How much was the rug and how did you pay? Do you have a date for when the carpet cleaners are coming?

If you want to speak to someone higher there is nothing stopping you finding an email for the head office. I don't have one personally but someone else might know.

I also had success by posting on Facebook and Twitter when I had a problem with a different company. A month of problems resolved within 7 days as soon as I went public.

Probably no point doing that unless the carpet cleaners don't arrive though.

warwicktiger · 23 October 2014 at 6:08AM

Search google and have a good read about "off gassing"

agrinnall · 23 October 2014 at 8:03AM

M&S CEO is Marc Bolland, I'm sure if you try hard enough you'll find his email address. But I suspect that all that will happen at this stage is that the carpet people may turn up a bit sooner than they might have done otherwise, I can't see that they will be willing to pay out for a new carpet without having a chance to inspect and assess the damage.