United Carpets - beware of their carpet-fitters!

Be very wary when using this company to buy your carpet. They don't use their own fitters but instead contract out the fitting to self-employed, and very poor quality fitters. Unfortunately, this means that there is nothing you can do if there are problems with your fitting.

The fitter we had dragged the new carpet across wet grass and soil and into the house, getting both the carpet and house filthy! He then carelessly pulled it upstairs damaging paintwork and wallpaper. We were obviously unhappy with this behaviour and asked him to leave.

The replacement fitter did such a terrible job of fitting the carpet that it came away from the gripper rods in several places. When we contacted United Carpets they told us they couldn't do anything and to contact the fitters directly. They couldn't give us a number and we discovered the fitters had been careful not to give us this information either. The result was that we had to employ another fitter elsewhere.

United carpets use very poor quality fitters which is why their carpet fitting is 'free' or very cheap. Don't be taken in by them! United carpets will just abandon you if you have any problems. Also, check with other companies that their fitters are actually enployed by them before you sign anything.

Comments

  • JJ_Egan
    JJ_Egan Posts: 20,281
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    My last UC fitter was as good as you would want .
    Many carpet sellers do not employ their own carpet fitters .
  • tasticz
    tasticz Posts: 764
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    edited 30 June 2021 at 8:49PM
    I don't think what UC told you is correct.

    You paid UC for carpet + fitting. Who they employ to fit the carpet is their problem. Go back and speak with a manager / create a fuss as the carpet fitting company is employed by them not you. 

    You bought carpets to be fitted from UC. Take pictures of all the damagaes, etc.

    Did you pay by credit card or on credit by any chance? The bank will be equally liable then.

    I'd be inclined to send a LBA if they try to wash their hands off!!
  • parcival
    parcival Posts: 949
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    Often 2 types of arrangement. Some carpet shops have retained fitters, not employees and customer pays fitter direct.

    Others, like UC, you pay for carpet and fitting so your contract is with UC - they are liable.
  • MalMonroe
    MalMonroe Posts: 5,783
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    edited 3 July 2021 at 10:31PM
    I'm agreeing with those who say that United Carpets IS responsible. They have sub-contracted fitters to fit the carpet they sold.

    If they keep arguing, have a word with Citizens Advice, link here -

    https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service/

    United Carpets are under obligation put things right for you. 
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • I had an issue with a carpet from a different store a few years back and they sub contracted their fitters out and I complained to the store and they sorted it for me, I think you need to push the issue more. 

    CAB consumer helpline is great too, I had a refund problem once and they told me exactly what to do and that prompted the retailer to issue the refund. 

    Sometimes having the knowledge scares the retailer as they know you know what you are entitled to. 
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