CarpetRight fantasy prices & woeful customer interface

knitnutter_2

I have removed my original 'vent' - partly because one respondent appeared unable to fully absorb its content - which led to their writing some rather injudicious and uninformed remarks.
Whilst I realise that it was rather a long posting - a genuine 'thank you' is offered to those of you who did take the time.
Having now obtained relevant samples; we have established that our new carpet could have been be obtained online - but - even though it was ordered in early November (not part of a mad Christmas panic) it was too late for us to profit from this finding.
We just hope that others can benefit from the fact that Balta make CarpetRight's 'Emperor Twist' - known online as 'Stainsafe Heritage Heathers'.
Electronics retailers do not indulge in such sleight of hand - because they allow their consumers to make comparisons between identically-described goods.

In addition, the store assistant's 'hands on' approach to my disability was excruciating - and something I have never encountered before - but you really had to be there to understand. Ironically, they couldn't give a damn about us once they had hold of our money - and utterly failed to keep us informed.
Before the freelance fitter left our house, we secured his contact details and he will be happy to install our next carpet.

abacab

I bought a bit of carpet from them once.Just a roll end which I fitted myself in the spare room.Took it with me as well.
Whilst I was there a furious couple came in with a big roll of carpet which was supposed to have been fitted but the fitters didnt show.
They got a refund (as it was before 8pm tuesday!)

nearlyrich

Last time we used them (1997) they totally screwed up the deal and said they had sold our carpet ( which we had matched with wallpaper and curtains) so we would have to choose an alternative. We went over again on the Sunday before they were due to fit on Monday and they didn't have anything like the right colour. Trading standards ( as it was in those days) said we had a case for breach of promise as we had paid for said carpet and they would be liable for the cost of changing the curtains and the wallpaper. Once they knew this they miraculously found our carpet in a store in Kent ( we live in Lancashire ??) I deal with local companies these days.

daveyjp

They are one of the many retailers for the lazy.

daytona0

knitnutter wrote: »

I am disabled – and in the showroom was patronised to within an inch of my life and spoken to as though I had escaped from a home for the bewildered. No matter how well-meaning, “Sweetheart” “darling”; “my love” and being patted on the shoulder is simply not appropriate in a professional sales setting.

I don't think these were said and done in a patronising way here. They seem to be just phrases which those people use to refer to women they hardly know. Much like you might say "mate" to someone. Also, a pat on the shoulder may be a more positive and friendly action; trying to connect with you a bit better. I've always found that anyone who pats or touches me on the shoulder has a certain level of respect for me, not the other way round.


Certainly not your cup of tea, but there is nothing wrong with that

I am sure that the many thousands of disabled UK citizens would agree that impaired mobility does not mean that a person's brain isn't in full working order.

Nobody has made that suggestion! It is most certainly how YOU read into the situation!

Sometimes I don't like disabled people, because you can't just treat them like a normal person without getting accused of being patronising or worse!

We initially dismissed this awful lack of awareness because we knew which carpet to order before setting out

I suppose you did a price comparison online or in other stores too?

Oh what a relief to have ordered the carpet before their (highly dubious) price rise began “that very evening after 8pm.”
It is patently obvious that Carpetright prices are artificially raised and lowered according to season. For example- they don't want the hassle from people who insist that they need the carpet “in time for Christmas” when it is only a month away. Doubtless the price will return to “50% less” after the festivities- but I digress.

Haha my relative works in carpets. The amount of people who demand fittings before christmas is mental! Supply and demand I'm afraid, lots of demand and not much supply = rise in prices That's generally true across the board.

My husband was asked to sign a form “merely for purposes of agreeing to pay the fitter a separate fee.” However, on the following day, I examined the invoice more closely and discovered that certain charges had not been explained at all.
For example, a £10 fee for disposal which we had said wasn't needed- since we'd already taken the crumbling, ancient, vaguely carpetty substance to its new home on the council tip.
To be fair, the erroneous charge was refunded when I rang to query it. Sadly, this meant that I had to endure a fresh volley of patronising-speak.

Should have read what you were signing.

Fair play to them for resolving it for you

£29 delivery fee? Good Lord– I had recently paid a similar amount (upwards of £400) for a tumble dryer and there was no delivery charge attached. Let's see-the fitter collects it from the store, (otherwise there's no actual carpet to fit) this is a service for which we had paid ‘upfront’. I am willing to bet that the self-employed fitters see little (if any) of the £29 for each carpet that they collect and load onto their vans each day.

Delivery fee generally covers the wage for employed fitters, or goes into the companies' coffers. It is just a cost they charge you for because they can, but it does partially cover some overheads.

We had been assured the fitter would arrive between 8:30 am and 1pm – indeed the prediction was that he'd be with us by about 10am. This message, hitherto unrivalled by Nostradamus was emblazoned across our invoice.
Sad to say, poor little 1pm came and went on its sorry way – with no sign of any carpet.
We rang to ascertain that the fitter was still due, only to be told that our appointment was for the afternoon since their team was engaged on a 'big job' in the next town (a customer clearly more important than 'little old us'.)

Not about being more important, but more about fitting all of them into the day as best as possible. Managing workload.

It transpired that the appointment change was not actually their fault. Without having the courtesy to give us prior notice, some jobsworth at Carpetright had altered the fitters' worksheet – 'a.m' had been crossed through, leaving this particular pair of mugs to wait their turn until the afternoon.

That's wrong of them, they should have notified you.

We might not be in the first flush of youth or health, but we had spent the best part of a month remodelling and preparing our room for the new carpet - perhaps it was thought that we had nothing better to do all day - but wait around until Carpetright was pipped to the post by the Grim Reaper?

You only had to wait a few hours longer...

And unfortunately problems do occur.

I honestly despair for people who have made arrangements to take time off work only to be let down in a similar manner.
Thus Carpetright's “we're here for you every step of the way” promise was the only weak link in the chain of what would otherwise have been an enjoyable experience.

The "patronising" behaviour was enjoyable?

Not to worry, we now know that we can source our carpet online, a strategy which is, of course specifically excluded from Carpetright's alleged 28 day Price Promise : “if you can find it cheaper elsewhere we will refund the difference”.
Okaaaaaaaaayy - this particular document is so blooming slippery and stifling that all the get-out clauses, terms and conditions will roll you up in a straitjacket of oil-drenched, heavy-duty Axminster until you finally expire.

You read that, but not the invoice when signing?

In order to discourage the very keen online comparison, Carpetright have “re-named” their best-sellers (and each colourway). Thus it came to pass that 'Stainsafe Heritage Heathers' (available with free delivery) were dubbed 'Emperor Twist'.
Yes, the identical product, made in Belgium by Balta Carpets can be obtained for £11.49 per square metre as opposed to the current -and unfeasibly high £28.99. In addition, underlay is also available for about two thirds less than that offered by CarpetRight.

EVERY physical carpet shop (or at least most of them) do this to stop consumers from taking away the carpet name and buying it elsewhere for cheaper! Pretty standard practice

They can also recommend good fitters in your area – which is most reassuring.
Let's face it, CarpetRight use private contractors, so you will not find it difficult to find a reliable local chap who is very happy to help you out.:beer:
Merry Christmas everyone!

You may end up with the same fitter(s) which the carpet shop use, as they do a lot of freelance work as well.

Ectophile

That's why whenever I've needed carpets, I've gone to a friendly established local company, where the price you see is what you pay.

Their price per metre may seem a bit high, but it includes underlay and fitting - by their own fitters, and no silly extra charges (though I think they may charge extra for stairs).