Issue with Carpetright, they've referred me to ProMediate.co.uk

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Basically I bought a bed from Carpetright and they had 'promised' that it would arrive by a certain date (we were moving house so we had no bed and my partner suffers from a bad back).

I took the day off work (i'm a contractor so only get paid when i'm working) and the 3rd company they deal with called me up that morning to say they had 'lost' the bed in the warehouse and weren't coming - so that was a days wages down the pan.

They then said they would come out a week later, so I booked another day off. The night before they called again to say they couldn't find the bed and therefore they would have to put it down as a loss.

(I understand companies regularly b******* about timescales, we had the same issue with DFS. But it was the last minute cancellation that I find difficult to swallow.)

I made a complaint and after a few back and forths they said they would get back to me. A month later I email them to find out the status and they thought that the 3rd party had dealt with it.

Anyway, eventually they have offered me a certain figure. It is less than my daily wage, which is what I want to receive as compensation. I asked them if I could refer the complaint to an Ombudsman and they suggested an 'Alternative Dispute Resolution service called Pro Mediate' and that I should email 'enquiries@promediate.co.uk '.

I've google this company(?) and there seems to be little information.

Is anyone able to confirm that these are the people I should speak to?


TLDR:
Lost out on a days wages due to bad service. I am looking to receive that as compensation. Is there an ombudsman for retail matters like this?

DoaM

Would that be The Retail Ombudsman?

ProMediate simply look like a company that sources mediators for disputes.

theonlywayisup

Do you have the bed?

How many failed deliveries were there?

RS2OOO

Short Story - I don't recommend Pro-mediate.

Long story:
I also had an issue with Carpetright over a £1000 mattress that was faulty, but their "Independent" inspector looked at it for no more than 1 minute and said it was fine.... I explained you need to lie on it for a few hours for the fault to become apparent. He said no independent inspector would be able to do that....

Long story and many communications later spanning over 6 Months and Carpetright refer me to Pro-Mediate.

They were excellent at the beginning, that was until I'd paid their fee.

After that, Days or even weeks would go by without a response to emails... eventually they just gave up and told me the only solution would be to take the case to court, but I'd have difficulty proving the fault if it meant someone having to lie on the mattress it for a few hours. I then took photos of the mattress showing the fault after I'd been lying on it for a few hours.... They just didn't seem interested.

In the end after 9 Months of this I gave up, and have ended up stuck with a horrible £1000 mattress (which I've since seen being sold by an outlet for £260). Carpetright mattresses are generally cheaper mainstream mattresses with a plush looking covering and a different brand name to the actual manufacturer.

The whole thing was a terrible experience and if anything Promediate made that experience worse.

SouthUKMan

I would be very wary of agreeing to use a mediation service recommended by the company you're having trouble with. Have you looked at the ProMediate website? They have a CarpetRight logo about two thirds of the way down their home page. They may well of course be totally independent, however this doesn't exactly fill me with confidence: http://www.promediate.co.uk/ .

m0bov

Just send a LBA stating what you want and why. Give them 7 days then do a moneyclaim online.