Carpetright not fulfilling consumer rights, what do I do?

chick99936

This is a long one so I apologise in advance.

Long story short, I bought a carpet from Carpetright which was fitted August 2014 with 10 year guarantee. Fast forward to summer 2017 the carpet had worn and holes had appeared in 3 out of 4 rooms, Carpetright agreed to exchange to carpet throughout the whole house.

This was mostly hassle free except for having to find room for and store 2 beds, 2 wardrobes, 2 chest of drawers, 4 reside cabinets, 1 corner sofa and 1 display cabinet and it's belongings. While refitting the carpet I opted for a more expensive underlay in the living room and premium doorbars (£29.99 each) to be fitted at my expense.

On fitting the carpet, the carpet fitters damaged various different skirting boards and doors in my house, they also scratched one of the doorbars and left a 1cm gap between the doorbars and the door frame on one of the doorways. I also pointed out after the fitting that on one of the stairs the carpet had been cut too short leaving a gap between the carpet and the skirting board.

The manager has offered a refund for the 2 doorbars that were damaged but I'm not happy with that, I'd like them replaced as (in my opinion) I didn't pay £60 for 2 doorbars for the carpet fitters to ruin and to look an absolute mess!! He then said that they would replace the 2 doorbars but not refit them!! Again I feel this is unacceptable. They have said that the will not replace the carpet on the stairs as they only offer a one time replacement, even thought there is clearly a hole between the carpet and the skirting board. They are also refusing to reimburse the cost I incurred to repair the paintwork that was damaged.

At this point I'm beginning to see why they aren't part of an ombudsman!!

They are also refusing to partake in a mediation service as they feel they have been fair!!

I have contacted citizens advice who informed me under the consumer rights act the carpet and doorbars had to be fitted with due care and skill, as it wasnt I'm entitled to a refund, replacement or reimbursement of the cost to myself to put The work right. I emailed this to Carpetright and they stated they felt the damage caused was within reasonable parameters so would not be taking any notice of the consumer rights act as, in their opinion, they hadn't breached it.

I've replied informing them that I will take them to small claims court to have this matter sorted, but I wondered before I do, am I being reasonable in my demands? And how likely is it that I will have my costs reimbursed?

I actually feel like crying right now 😣😣

chick99936

Bump.......

BorisThomson

You're not being unreasonable. This is why they are commonly known as CarpetWrong.

Send a letter before action, detailing what you want them to do to put the problem right. If still no joy then ask an independent fitter to do a quote for putting the work right, and use this as the basis of your small claims action.

It would be helpful for your claim if you put together a timeline of everything that has happened to date, both work and communications, and keep that updated as you go.

chick99936

Thankyou, so far I have communicated everything through email so I have the timeline and proof of What has been said. Every time they have phoned me I've asked them to communicate through email so nothing can be misconstrued. I honestly will never buy a carpet from them again!!