I think carpet shop fitted wrong carpet. Redress?

lincroft1710

sourpuss2021 said:

Heard from the carpet shop again.  They’ll come fit the replacement next week .  

No sign of me getting any discount or reimbursement but at least I’ll get the right carpet.

If they put you back in the position you should have been then there is no reason for them to offer you any discount. If you  can evidence any actual financial loss then you may be able to claim. But nothing to stop you asking for a goodwill payment for the inconvenience.

TELLIT01

sourpuss2021 said:

Heard from the carpet shop again.  They’ll come fit the replacement next week .  

No sign of me getting any discount or reimbursement but at least I’ll get the right carpet.

From their initial attitude that it was nothing to do with them, I'd just be relieved that I am going to get the right carpet.  Chances of discount or reimbursement for inconvenience would seem to be slim to none.

sourpuss2021

TELLIT01 said:

sourpuss2021 said:

Heard from the carpet shop again.  They’ll come fit the replacement next week .  

No sign of me getting any discount or reimbursement but at least I’ll get the right carpet.

From their initial attitude that it was nothing to do with them, I'd just be relieved that I am going to get the right carpet.  Chances of discount or reimbursement for inconvenience would seem to be slim to none.

Yeah, the guy was annoyed that he would have to pay the fitter twice.  But seemed pleased to tell me that if the first, incorrect carpet can be pulled up cleanly, he may be able to get some money back for himself by selling it as an off-cut.   

I’m sure the wholesaler will have waived any cost for it.  So, erm, good for him I guess!! 

sourpuss2021

This has still not been resolved!

The wholesaler have twice sent them replacement 5mx5m rolls. But each time it has been the same colour as the carpet that was fitted in the lounge that I want ripping out because it’s not what I ordered.  They are still not sending him the colour that is the same as the sample book or the smaller carpet that was fitted in the hallway from an offcut.

I am not clear if the sample book is somehow wrong or outdated or if they have just stopped producing the colour I paid for.  Seems unlikely.   Maybe they are just out of stock but would that be the case for weeks and months?

I have said to the guy in the shop that his issues with the wholesaler are not my problem.   I have paid him for a carpet which he has not supplied.

He is offering to carpet another room for me using the duplicate roll he has in the wrong colour (because this wouldn’t cost him anything).  

But when I tell him it’s the colour that matters and if he can’t supply the carpet I paid for then he could always offer me another make of carpet but in the correct colour.   To which he says “Well who’s going to pay for that?” And “I’m not paying for another carpet”.

I tell him I’ll get on to the credit card company.  He says they can’t do anything to him as he already has my money.

I do have the dispute form from the credit card company but I haven’t submitted it yet still hoping that he will come up with a resolution (ideally that the wholesaler delivers the correct carpet to him when it’s back in stock).

I’d hoped that phoning the card company I’d find someone knowledgeable in the dispute department that I could have a full conversation with.  But I don’t seem able to get past first line customer support who don’t know anything.

Also I see it’s impossible for me to directly contact the local trading standards.  They just refer me to Citizens Advice whose phone line says no one is available…

I’m aware I have 120 days to dispute a transaction.  I paid mid-March and the carpet was fitted in the first week of May.  So the clock is ticking though I have a bit of time left.

Do any of you know what likely result would I get it if I did go through the dispute process with the card company?

the_lunatic_is_in_my_head

sourpuss2021 said:

I tell him I’ll get on to the credit card company.  

To confirm it was a credit card (rather than debit), I assume the carpet was more than £100? 

sourpuss2021

the_lunatic_is_in_my_head said:

sourpuss2021 said:

I tell him I’ll get on to the credit card company.  

To confirm it was a credit card (rather than debit), I assume the carpet was more than £100? 

More than £1000!   That includes underlay and fitting.   And yes it was a credit card.

eskbanker

sourpuss2021 said:

I’m aware I have 120 days to dispute a transaction.

That timescale applies specifically to using the chargeback process, which will typically be the card provider's preferred route, as it entails recovery of the funds from the merchant.

However, there is also section 75, a separate statutory right under the Consumer Credit Act 1974, which holds the card company jointly liable with the merchant where there's been a breach of contract, and this doesn't have the short timescale that chargeback does, so is effectively driven by the overall limitations of six years.

From the perspective of card dispute, you're in a good place in that you can go down the chargeback route first, and if that doesn't work out, can use s75 afterwards....

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/
https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

sheramber

Can you contact the manufacturer yourself to clarify if the carpet is available in the original colour.?

It may be it is now a new run which,l ike wallpaper, can be  a different dye.

sourpuss2021

Oh just to update this, last week they finally got hold of the right carpet from the wholesalers and came round and fitted it!