Topps Tiles LVT flooring falling apart

Sharong

I bought LVT flooring from Topps tiles in 2021  which was 100% waterproof, scratch proof with a 25 yrs residential warranty for my living room, I purposefully  bought something more substantial as I childmind.. 
By the following year, it was starting to crack in different areas and scratched.. It steadily got worse but didn't initially contact them as was having  work done on other parts of the house and didn't want the hassle of lifting it etc whilst other work going on..  End of Last year  I contacted them as now tyke flooring had literally broken up into diamond shapes, cracking everywhere and I'd had to duct tape everywhere.. Topps tiles took ages to reply, then wanted a receipt which I gave them (a copy) it's been back n forth with not much luck.. Now theyre saying I need to claim directly via the supplier but surely when you buy a product through a company, they are responsible for the refund, instead of passing the buck.. What are my rights? 
Oh and originally when I bought it, I told them I was fitting it directly into wooden floorboards and was advised I didn't need to lay anything down as it had its own thick underlay, I asked if there was anything to lay under to make it warmer, more solid, insulation etc and was sold hardy backer boards ( not cheap!!)    when my fitter came to fit the flooring v, he said they weren't suitable as they're only used in concrete type subflooring.. So I took them back, to be asked by the manager why is bought them in the first place as they weren't suitable and he happily refunded.. Again I checked that it was OK to lay on floorboards and given the go ahead.. 
I feel they're trying to get out of it, as head office keeps telling local store different things.. And now just to contact manufacturer.. Any help please 

Aylesbury_Duck

Sharong said:

I bought LVT flooring from Topps tiles in 2021  which was 100% waterproof, scratch proof with a 25 yrs residential warranty for my living room, I purposefully  bought something more substantial as I childmind.. 
By the following year, it was starting to crack in different areas and scratched.. It steadily got worse but didn't initially contact them as was having  work done on other parts of the house and didn't want the hassle of lifting it etc whilst other work going on..  End of Last year  I contacted them as now tyke flooring had literally broken up into diamond shapes, cracking everywhere and I'd had to duct tape everywhere.. Topps tiles took ages to reply, then wanted a receipt which I gave them (a copy) it's been back n forth with not much luck.. Now theyre saying I need to claim directly via the supplier but surely when you buy a product through a company, they are responsible for the refund, instead of passing the buck.. What are my rights? 
Oh and originally when I bought it, I told them I was fitting it directly into wooden floorboards and was advised I didn't need to lay anything down as it had its own thick underlay, I asked if there was anything to lay under to make it warmer, more solid, insulation etc and was sold hardy backer boards ( not cheap!!)    when my fitter came to fit the flooring v, he said they weren't suitable as they're only used in concrete type subflooring.. So I took them back, to be asked by the manager why is bought them in the first place as they weren't suitable and he happily refunded.. Again I checked that it was OK to lay on floorboards and given the go ahead.. 
I feel they're trying to get out of it, as head office keeps telling local store different things.. And now just to contact manufacturer.. Any help please 

There are two routes here, and you'll need to choose which to take.  Topps aren't necessarily passing the buck, it may be that you need to be clear which route you're pursuing.

The product warranty is probably provided by the manufacturer, and its terms will be whatever's detailed in the warranty terms and conditions.  You'll have to read them and see if they provide what you're after in this situation.

Your consumer rights lie with Topps, and they are entitled to ask you to have the flooring inspected (at your own cost, initially) to check that the problem is a fault with the product, and not with the way it was fitted, or the setting it was fitted in, or misuse or wear and tear.  If it is faulty, then they have to provide a resolution.

It sounds as if you had them fitted by a third party (not Topps), which might complicate matters because each could blame the other.

Another potential complication (although I doubt it) is that it might be considered you're using a domestic product in a commercial setting, and it might be getting more wear than it would otherwise get from solely family use.   Did you make clear to Topps what your requirements were?  It might give the manufacturer a wriggle-out if you choose that route.

Whatever your choice, the first step is to get someone out to inspect it.  Not your fitter, because there's a chance he's to blame for the problem.

sheramber

Does the guarantee say 'residential warranty' by any chance?