Capet Pile Flattened - After 1 Month - Tapi Carpets

DavidWFC

Hi all - I'm looking for some consumer advice on the carpet I recently purchased from Tapi Carpets.  My partner and I visited our local branch looking for some carpet which was not suitable for our decor, but we also have two children so wanted something a bit softer.  Following a detailed discussion with the sales representative, we went for their Tromso carpet that had a bigger pile and was labeled as "suitable for heavy use".

We had the carpet fitted and it looked great.  But unfortunately, this didn't last and within a month the carpet has worn and gone flat, it looks like it's been down 12-24 months.



The store representative came out to assess the carpet and agreed that the carpet shouldn't have gone like this after such a short amount of time.  However, he advised that he was unable to make a decision it would need to send to manufacturers and head office.  They've since come back to say they've rejected the claim stating:

"We sympathise with your disappointment that the carpet does not look as you had hoped after being in situ for some months. From the inspection of the carpet, it is clear that the carpets appearance is a result of general wear and tear and for this reason must go down to local causes. Subsequently, we are sadly unable to offer a replacement for the product or any form of monetary reimbursement."

Surely this is not acceptable?  Is there anything more I can do to find a resolution?

MattMattMattUK

DavidWFC said:

Hi all - I'm looking for some consumer advice on the carpet I recently purchased from Tapi Carpets.  My partner and I visited our local branch looking for some carpet which was not suitable for our decor, but we also have two children so wanted something a bit softer.  Following a detailed discussion with the sales representative, we went for their Tromso carpet that had a bigger pile and was labeled as "suitable for heavy use".

We had the carpet fitted and it looked great.  But unfortunately, this didn't last and within a month the carpet has worn and gone flat, it looks like it's been down 12-24 months.



The store representative came out to assess the carpet and agreed that the carpet shouldn't have gone like this after such a short amount of time.  However, he advised that he was unable to make a decision it would need to send to manufacturers and head office.  They've since come back to say they've rejected the claim stating:

"We sympathise with your disappointment that the carpet does not look as you had hoped after being in situ for some months. From the inspection of the carpet, it is clear that the carpets appearance is a result of general wear and tear and for this reason must go down to local causes. Subsequently, we are sadly unable to offer a replacement for the product or any form of monetary reimbursement."

Surely this is not acceptable?  Is there anything more I can do to find a resolution?

It is hard to tell from that picture, from that picture to me it just looks like it needs a good hoovering. 

brewthebear

Surely there reply doesn’t fit with your description of carpet only being downone month !! Plus carpet unless really really cheap wouldn’t wear away in one month 

comeandgo

You state the carpet went flat within a month, they state some months, how long has it been down?  

Aylesbury_Duck

As above, the timescales look to be in dispute - you say it's been down a month yet the report mentions "months".  Is it actually worn or is it simply that the deep pile has flattened?  If the latter, I can't see that there's a fault - a good vacuuming or brushing will get it back in shape.  Unless the pile is made from elastic, it won't spring back into shape of its own accord.

Sounds to me as if the chap who came out indulged you because he didn't want an argument.

DavidWFC

Hi - Sorry about the confusion, I've raised this with them and they've said it's a default response for a complaint closure reason.

The carpet was fitted on 17th May, the inspection following the complaint when the picture above was taken was on 21st June.  So just over a month (5 weeks exactly as an accurate time).

It wasn't a cheap carpet, it was £53.99 per m2.

tacpot12

Have you spoken to the manufacturer to find out how the carpet is supposed to look after it has been down for a month? I think you might have an unrealistic expection of what a long pile carpet is going to look like when it has been walked on. 

daveyjp

Just because you paid £54 sq m, it doesn't mean quality.

Looking at the spec its 100% plastic, they also sell a 100% plastic carpet for £6.99 sq m.  Are they that much different?  Can you compare from the website and explain the price difference?

Well done them for the profit margin they are making on it, but for that price I'd be asking for them for a refund if its in that state already.

For £30 sq m you could have a quality 80:20 wool mix carpet which will look as good in 10 years as the day it is laid.

Gastines3

Might be worth taking a cutting/piece of waste,if the fitter left any and comparing it with the shop sample to ensure you got the quality you actually paid for. Most manufacturers make various qualities of the same carpet/colour/texture. Also wonderi8ng if the price you are quoting per metre,includes underlay/gripper and fitting? Like most of the carpet stores these days,they don't give you a sample!!!

sheramber

Plenty links on the internet  about  polypropylene  carpets flattening 

daveyjp

Gastines3 said:

Might be worth taking a cutting/piece of waste,if the fitter left any and comparing it with the shop sample to ensure you got the quality you actually paid for. Most manufacturers make various qualities of the same carpet/colour/texture. Also wonderi8ng if the price you are quoting per metre,includes underlay/gripper and fitting? Like most of the carpet stores these days,they don't give you a sample!!!

Price only!

https://www.tapi.co.uk/carpet/tromso