Am i allowed to cancel?

badders82

Hello all, i'm after some consumer advice. Hopefully this won't be too long winded.

I bought a carpet for my hall and landing from Carpetright on June 12th and paid for it in store. They said it would take about two weeks for delivery. My wife's details were on the room measurements so they were on the order receipt.

HOWEVER, we asked told them to use my number and email, as she works in A & E and won't be able to answer her phone in the day.I didn't hear anything from them and neither did she.

We've tried to complain online and over the phone but they couldn't (probably wouldn't) do anything without the order number, which we'd misplaced. We eventually found this and raised another complaint.

To say they have been absolutely useless and not in the slightest bit bothered is putting it mildly.

It turns out they called my wife once, to arrange delivery, despite us tellign them not to. resulting in her missing the call. They ask on their website what your desired outcome is but you call them and they have no compensation policy. Call the store and they aren't interested

They are ignoring emails and the people who anser the complaints line just don't care. Even when i told them that i was intending to put my house up for sale this summer and couldn't because the hall and landing decorating wasn't finished and i didn't want to put a half decorated room on the market. (we'd had it re-decorated a few weeks ago and all that was left was the carpet)

Carpetright's website says that you can't cancel an order that was made in store, only on the phone or online. However i've seen somewhere in the consumer rights act 2015, that if you have bought and paid for goods and not received them adter 30 days you can cancel for a refund.

They're supposed to be coming to fit it on saturday but I don't want to give them my money as i've never had such poor service and attitude.

the question is: what are my rights in this case about getting a refund?


thanks for getting this far, help is much appreciated!

The_Rainmaker

Why did you even give them your wife's contact details.

In these situations I would always work on the premise that if it can go wrong it will go wrong. From what you have said you are equally at fault and I would just get the job done.

JJ_Egan

As above get the job done then you can sell your house .

BoGoF

So you are complaining about the delays (that you are partly to blame for, what was stopping you going into the store to progress chase), they are fitting on Saturday, you now want to cancel causing further delay to getting a carpet fitted......

There are no words......

pinkshoes

They are fitting it Saturday.

The mistake was partly yours for giving the wrong contact detail. Did your wife not phone them back after the missed call?

Next time, use a local independent carpet shop...

(And no, you have no right to a refund)

badders82

Rainmaker - she arranged the measurements so they already had her details on file. i told them in store to use my number not hers, as they would be more likely to get hold of me. The guy said he would put it in the order notes and call me. They didn't call me.

pinkshoes - they left no voice message, apparently they only called once. She gets cold called on a daily basis and doesn't call back if they don't leave a message. I will do next time.

BoGof - the original store closed down so it went to a different one (Oldham), nowhere near to where we live. It was then moved to Trafford Park. We didn't know this. We've tried online customer services three times and calling them twice. When we called customer services they couldn't even find our order on the system, and they rarely reply by email. Also, getting them to call or email you is like trying to get blood out of a stone. When they did eventually locate the right store, all i got was hostility from the guy that worked there. I'm not thick, i get that it doesn't make sense to cancel an order i've been waiting three months for when it's being fitted in five days. But after the experience we've had from their customer services and store manager, I don't really want to give them my money. But thanks for your input....