Flooring issue, shop won't refund

IvanOpinion

We put a kitchen floor down a few years back and it was very creaky. We talked to the supplier and they said let it bed in for a few weeks and then they would look at it again. I can't remember how long it took but it was several weeks, now there isn't a creak from the floor.

Chris4

Emmia said:

The description of the product you've linked to mentions using a 1mm - 3mm thick underlay, so your self-sourced thicker underlay may be part of the issue.

Yeah I know, thanks, I mentioned this in my first post. I wasn't aware of that at the time when I bought it in-store. 

lincroft1710 said:

Buying the floor over a year ago muddies the waters even more and also that you purchased extra flooring from another supplier. If they offered a "small compensation", I'd bite their hand off, there are so many aspects of this scenario which point to the problem not being the fault of the floor store.

Noted, thanks.

ArbitraryRandom said:

FYI, the most common cause of creaking with DIY flooring is not properly preparing the sub-floor - the underlay doesn't fix dips and bumps. 

Looking at the site, £70 would pay for one pack of flooring and delivery... which seems quite reasonable to me given there's no evidence the company are at fault. 

Okay thanks, will take that into consideration.

IvanOpinion said:

We put a kitchen floor down a few years back and it was very creaky. We talked to the supplier and they said let it bed in for a few weeks and then they would look at it again. I can't remember how long it took but it was several weeks, now there isn't a creak from the floor.

Thanks for sharing. It's a bit different in my scenario as it started occuring after about a week and has continued for many months.

RefluentBeans

As others have said it’s kind of hard to pin exactly what blame is on whom. Some of which unfortunately (by your own admission) lies with you for not properly checking the underlays. 

Normally, people would jump to blame the fitter as the argument is normally more clear cut - ‘they’re a professional, even if I got the wrong stuff they should know and tell me, the quality of the workmanship is not adequate’. Obviously as it’s a family member/family friend here, I can see why that would be awkward. 

I do think the argument of the flooring is faulty is harder to make, and almost impossible without someone who is an expert saying that and being willing to put it in writing (and potentially defend their report in court). I don’t know if the product is faulty, and I think it’ll be hard to tell without an inspection. But I think the retailers argument of a buyer who hasn’t read the product information correctly/an inexperienced fitter could hold water. Just because they initially sold you thicker than recommended underlay doesn’t mean the product is faulty. 

Personally, I would look to see if there is a fitter in your area and see what they say. Explain the situation and remind them that you’re on borrowed time as when this company sells out of flooring of this style, you’re going to be hard pressed to find some more. They’ll also be able to tell you if they are confident in being able to take the boards up without damage or how many to order in. 

the_lunatic_is_in_my_head

Chris4 said:

Just over 1 year ago

Sorry OP I had assumed this was a recent purchase, after 6 months the burden of proof that goods are "faulty" is placed upon the consumer. 

Click together laminate is designed to float rather than being glued down, this allows the floor is to move together as it expands and contracts, of course seek a professional opinion but I wouldn't recommend gluing the floor down.

When the floor is laid ideally the sub floor should be level, the appropriate underlay put down and you can use a knocking block:

https://www.toolstation.com/roughneck-knocking-block/p88852

to ensure the boards are tight together. 

If gaps weren't present but are now either the boards have shrunk (perhaps from having the heating on) or the boards are coming apart from either not being secure to begin with or perhaps the underlay being too thick is creating too much movement and the boards are working themselves loose. 

I've not installed this type of laminate, we have the standard floorboard shaped stuff which is easy to pull up, you'd just lift a row along the long side to disconnect it and then carefully take the boards apart on the short joints, due to the layout of these boards they likely need greater care to lift them.

You mention the floor isn't finished so it's unclear whether any skirting, architrave or beading has been install yet, if not hopefully lifting the floor won't be a huge problem, you could then install the required 1-3mm underlay and relay the floor. 

If the floor is concrete I would check with a professional whether a vapour barrier is required to prevent moisture getting into the laminate. 

If you had the laminate boards themselves inspected and it was deemed they are faulty then of course the flooring company would need to replace the boards and you may have a claim for the costs involved in doing so but it is very likely to be either the installation itself or the environment causing the problem. 

These flooring places all offer a good headline price on the floor covering and then make a bit extra off the accessories as they hope most people will just buy everything from the same place for ease, nothing wrong with getting something like underly from another place but there is a possibility here the 5mm over 1-3mm is part of the problem.