Carpet right issues

popadom

Issue with carpet
I bought a carpet last September from carpet right and the quality of awful so I am looking for advice. I paid £22 pm.

Firstly, the door was not trimmed. We were told in store it might need to be but the fitter said it wasn’t needed and didn’t do it. It was very tight when fitted but I know most carpets are a little tight. It’s been so tight the door handle has come off multiple times. It’s now also ripped an inch wide strip of carpet out so it’s bald in that area.

The second is the wear. I know carpets flatten a little but this looks like it’s been stream rolled over. I’ve vaxed it multiple times, been on my hands and knees scrubbing to get to lift and even bought a new hoover. Nothing works. It’s patchy and unevenly won’t. I have this same carpet in a bedroom which gets used twice a day and it’s the same problem.

We had someone come from carpet right and say that the manufacturer will not accept flattening as a default. I explained I’ve seen lots of carpets fitted and they’ve never looked like this. He said we should have complained earlier. I explained that we weren’t in the house very much between November and January as I had a very preterm baby. I assumed the door would be less tight once we used it more . We only noticed the bald patch two weeks ago . I assumed that a vax and hoover would sort the worness which has only really come to my attention as I spent a lot of the time of the floor with my daughter. I thought the rest of the carpet would match in worness but it’s horrendously patchy which looks worse.

I’ve got to wait a few weeks for CR to come back to me.
What options should I be looking at? I paid by credit card if that helps.

the_lunatic_is_in_my_head

They can replace, have one repair attempt or refund, as it appears from your post to be after 6 months they can reduce the refund to take account of usage (although a carpet should last many years so any reduction should be minimal really).

Again as it appears to be after 6 months they can ask you to prove the product is faulty, this usually requires an independent inspection, the cost of which they should repay if the findings are in your favour.

If the response from them isn't to your satisfaction you could email the CEO office (email address is on the ceoemail website) or write a letter of complaint to head office.

Their Facebook doesn't seem too active but they do appear to respond there if you wanted to complain via social media with pictures of the carpet.

But ultimately if you get nowhere you would need the report and then to send a letter before action (or send the letter before action and then get the report if that doesn't persuade them into offering a resolve).

An email or letter to the CEO as starters is probably the easiest if their first response you are waiting on isn't what you want.

What kind of underlay do you have? Typically good underlay makes a big difference to the wear the carpet suffers.

£22 a square metre for carpet alone (40% off nonsense aside) should be relatively decent carpet.

popadom

Thank you for your advice.
Where would be a good place to get an independent report from? Could a standard carpet fitter do that?

the_lunatic_is_in_my_head wrote: »

They can replace, have one repair attempt or refund, as it appears from your post to be after 6 months they can reduce the refund to take account of usage (although a carpet should last many years so any reduction should be minimal really).

Again as it appears to be after 6 months they can ask you to prove the product is faulty, this usually requires an independent inspection, the cost of which they should repay if the findings are in your favour.

If the response from them isn't to your satisfaction you could email the CEO office (email address is on the ceoemail website) or write a letter of complaint to head office.

Their Facebook doesn't seem too active but they do appear to respond there if you wanted to complain via social media with pictures of the carpet.

But ultimately if you get nowhere you would need the report and then to send a letter before action (or send the letter before action and then get the report if that doesn't persuade them into offering a resolve).

An email or letter to the CEO as starters is probably the easiest if their first response you are waiting on isn't what you want.

What kind of underlay do you have? Typically good underlay makes a big difference to the wear the carpet suffers.

£22 a square metre for carpet alone (40% off nonsense aside) should be relatively decent carpet.

the_lunatic_is_in_my_head

popadom wrote: »

Thank you for your advice.
Where would be a good place to get an independent report from? Could a standard carpet fitter do that?

If you have some local carpet shops near by might be popping in and asking if they can do such a thing and what would it cost.

Just to add they are also part of an arbitration service

https://www.carpetright.co.uk/customer-service-complaints

If you complain to Carpet Right personally I'd bypass normal CS and go to the top, usually these big companies have a customer facing team representing the CEO/Chairman office who have more ability to offer a resolve.

popadom

Thank you for your help.I’ll find a few people to ask.

the_lunatic_is_in_my_head wrote: »

If you have some local carpet shops near by might be popping in and asking if they can do such a thing and what would it cost.

Just to add they are also part of an arbitration service

https://www.carpetright.co.uk/customer-service-complaints

If you complain to Carpet Right personally I'd bypass normal CS and go to the top, usually these big companies have a customer facing team representing the CEO/Chairman office who have more ability to offer a resolve.

cattie

Quite often it isn't the carpet fitters job to trim doors & is left to the home owner to arrange, so this issue might not be something they are willing to accept responsibility for.

I agree that the price you paid for the carpet should have meant you were buying a decent quality, but as mentioned by another poster, the quality of underlay can make a huge difference. I'm not sure what type of carpet you have, ie twist pile or the composition of it, but if it's man made such as Polypropylene these do have a tendency for the pile to flatten.

With luck Carpet Right will want to offer a solution you're happy with as a gesture of good customer service.

popadom

We were told when they came to measure the rooms that it might be needed. We told them
When we ordered in store someone had mentioned the door and we asked the price. The CR sales rep said it was £15 and they’ll do it they need to. When the fitters came in, they said they don’t need to
It . My DIY skills are nowhere near professional so I took there word that it wasn’t needed. I know carpets can be a little tight but as I didn’t get a chance to wear it in much due to being down the hospital pretty much all day 8am-6pm, I thought it would wear in once we were all home and using the room normally.

It was the Sheridan Saxony carpet ( Polypropylene) . We paid £7.99 pm2 for underlay (mid range). We did say it needs to
Be hardwearing as we have a dog and a baby due.

Thanks for your help .

cattie wrote: »

Quite often it isn't the carpet fitters job to trim doors & is left to the home owner to arrange, so this issue might not be something they are willing to accept responsibility for.

I agree that the price you paid for the carpet should have meant you were buying a decent quality, but as mentioned by another poster, the quality of underlay can make a huge difference. I'm not sure what type of carpet you have, ie twist pile or the composition of it, but if it's man made such as Polypropylene these do have a tendency for the pile to flatten.

With luck Carpet Right will want to offer a solution you're happy with as a gesture of good customer service.

Ganga

popadom wrote: »

Issue with carpet
I bought a carpet last September from carpet right and the quality of awful so I am looking for advice. I paid £22 pm.

Firstly, the door was not trimmed. We were told in store it might need to be but the fitter said it wasn’t needed and didn’t do it. It was very tight when fitted but I know most carpets are a little tight. It’s been so tight the door handle has come off multiple times. It’s now also ripped an inch wide strip of carpet out so it’s bald in that area.

The second is the wear. I know carpets flatten a little but this looks like it’s been stream rolled over. I’ve vaxed it multiple times, been on my hands and knees scrubbing to get to lift and even bought a new hoover. Nothing works. It’s patchy and unevenly won’t. I have this same carpet in a bedroom which gets used twice a day and it’s the same problem.

We had someone come from carpet right and say that the manufacturer will not accept flattening as a default. I explained I’ve seen lots of carpets fitted and they’ve never looked like this. He said we should have complained earlier. I explained that we weren’t in the house very much between November and January as I had a very preterm baby. I assumed the door would be less tight once we used it more . We only noticed the bald patch two weeks ago . I assumed that a vax and hoover would sort the worness which has only really come to my attention as I spent a lot of the time of the floor with my daughter. I thought the rest of the carpet would match in worness but it’s horrendously patchy which looks worse.

I’ve got to wait a few weeks for CR to come back to me.
What options should I be looking at? I paid by credit card if that helps.

Surely if the door was rubbing on the carpet and was pulling the handle off trying to open it the door needed reducing,we had a new carpet fitted last year and as they fitted it the lads were shouting out " this door needs trimming,had to do 3 doors in total" but that is to be expected when you buy a deep pile carpet with the best underlay,you should have contacted the store the minute the door stuck not when the carpet tears.:eek:

popadom

I’ve had carpets fitted before. I know they can take time to wear in. If you read my post, you’ll see it wasn’t us who said no to the door trim. I’m not a professional so when the carpet fitter said it wasn’t needed, we took his word.

I went in to hospital not long after and back out then back in again. I had my daughter at 28 weeks. So for the best part of 2 3/4 months, we barely used the living room as we were in hospital for most of the day. After being in hospital all day, a door handle coming off was not a top priority . I’ve only recently been able to bend down properly due to a c-section so I’ve only noticed lately . It’s right under the door and I only noticed it by chance.


Had I had this problem now, I would have given it a month to settle and then go to see them again. It was just really rubbish timing . If you saw the carpet now, you wouldn’t believe it was under a year old- it’s that bad 😕.

Ganga wrote: »

Surely if the door was rubbing on the carpet and was pulling the handle off trying to open it the door needed reducing,we had a new carpet fitted last year and as they fitted it the lads were shouting out " this door needs trimming,had to do 3 doors in total" but that is to be expected when you buy a deep pile carpet with the best underlay,you should have contacted the store the minute the door stuck not when the carpet tears.:eek: