Careptright no longer holding carpet for us

longwalks1

Right, long story.  We ordered expensive carept for 3 rooms 2 years ago, lounge, bedroom and landing & stairs and agreed to have it fitted over 3 seperate occasions.  This was paid for over the interest free credit option that was on at the time (its all paid up now).  We'd agreed to have the 3 fittings spread out while the house was renovated.  Had Lounge and bedroom done, all OK.  After a severe flood indoors and other issues, we've not been ready for the last carpet (landing and stairs) until now.  Up until now we've been in regular contact with Carpetright updating them of progress etc and was always told 'its not an issue, just keep us updated etc'.

My partner popped in store today to discuss fitting of the last carept and was told 'we havent got it anymore, its been thrown away'.  We wasnt told, or asked to collect it or even asked when we'd be needing it.  do we have any legal rights please?

JJ_Egan

Did you pay for this carpet.

George_Michael

JJ_Egan said:

Did you pay for this carpet.

britishboy said:

This was paid for over the interest free credit option that was on at the time (its all paid up now).  

the_lunatic_is_in_my_head

britishboy said:

Right, long story.  We ordered expensive carept for 3 rooms 2 years ago, lounge, bedroom and landing & stairs and agreed to have it fitted over 3 seperate occasions.  This was paid for over the interest free credit option that was on at the time (its all paid up now).  We'd agreed to have the 3 fittings spread out while the house was renovated.  Had Lounge and bedroom done, all OK.  After a severe flood indoors and other issues, we've not been ready for the last carpet (landing and stairs) until now.  Up until now we've been in regular contact with Carpetright updating them of progress etc and was always told 'its not an issue, just keep us updated etc'.

My partner popped in store today to discuss fitting of the last carept and was told 'we havent got it anymore, its been thrown away'.  We wasnt told, or asked to collect it or even asked when we'd be needing it.  do we have any legal rights please?

Who throws away a rooms worth of brand new carpet, my bet is they sold it or someone who works there had it. 

Ask them to either replace it or refund it. If they won't then contact the finance company.

If neither gets a result small claims for the cost of the lost carpet.

longwalks1

JJ_Egan said:

Did you pay for this carpet.

Yep, was bought on the 3 year 0% interest option, but we paid it up early in full

JJ_Egan

Legal rights you own the carpet . Ask them what they intend to do first and let us know .

pinkshoes

If they’d said nothing about how long they would store the carpet, then you are entitled to the carpet you paid for.

They wouldn’t just throw a carpet away, not without contacting you first.

I would go back to the store and ask again to have your carpet fitted, and make sure you speak to the manager. If they genuinely don’t have it, then they will just have to supply one of equal or better quality, or issue a full refund.

what do you want as a solution?

longwalks1

Thanks everyone, what we want is our carpet to be supplied and fitted as agreed.  (Or if its genuinely been lost/disposed off, an equal carpet fitting)

My partner left her number with the store guy for a call back on Monday, so fingers crossed for a resolution.  Just wanted to ask our actual rights on here so we have some facts should we need them when they call

tearsinrain1

Out of interest how long between ordering the carpet and requesting the final (3rd) fitting?  Won't impact on your issue unless it's over 6 years...

Manxman_in_exile

britishboy said:

...

My partner popped in store today to discuss fitting of the last carept and was told 'we havent got it anymore, its been thrown away'.  We wasnt told, or asked to collect it or even asked when we'd be needing it.  do we have any legal rights please?

That can't have been the full extent of the conversation surely?  Not even an attempt at an apology or any suggestions as to what they'll be doing to put this right?  Is this what the store manager told your partner, nothing more?  (I assume she demanded to speak to the manager for an explanation).

Ask the manager what they propose to do to put this right.  You've bought the carpet, it's your property and they've destroyed it (it's been thrown away).  Some might argue that by permanently depriving you of it they've stolen it from you and committed a criminal offence.  Tell them the very least you want is to have your property replaced with a carpet of equal (or higher) value and quality, and fitted in your house.  If the carpets were all chosen to match you can have some more fun with them arguing about how they are going to get that right and keep you happy.  If you can't get satisfaction from the manager, make a formal written complaint.

(I wouldn't normally do this, but even if the store do resolve it I'd still make a formal complaint.  If a member of staff hasn't nicked it somebody has been grossly negligent).