Looking for a little advice of where we stand ......

MadeofSteel

Afternoon all, 
Daughter ordered and bought herringbone engineered floor from one of the big flooring showrooms, didn't know what she wanted other than it had to herringbone and it had to be wood.

After she chose the one she liked salesman informed her how much she needed , how much underlay etc and so the purchase was made. This was beginning of February.

Fitter was booked, floor underlay delivered. Fitter came beginning of this month and said he's not happy fitting it as a floating floor as it will lift and  have gaps, she really needs a glued down.

£800 later after plywood is fitted and nailed down she calls showroom head office to ask when will the fitter come to fit the floor she is told " here is another fitters number , you can call him to arrange dates" I may be wrong and please correct me but she paid for a complete service and I don't think she should be waiting all this time and having to arrange dates herself? 
In total the flooring with fitting cost just under £7,000 so not a small amount, yes she has the flooring but it's no good to her just sitting in the room.


Could you please advise of her consumer rights in this scenario and how to go about them.

Thank you.

powerful_Rogue

MadeofSteel said:

Afternoon all, 
Daughter ordered and bought herringbone engineered floor from one of the big flooring showrooms, didn't know what she wanted other than it had to herringbone and it had to be wood.

After she chose the one she liked salesman informed her how much she needed , how much underlay etc and so the purchase was made. This was beginning of February.

Fitter was booked, floor underlay delivered. Fitter came beginning of this month and said he's not happy fitting it as a floating floor as it will lift and  have gaps, she really needs a glued down.

£800 later after plywood is fitted and nailed down she calls showroom head office to ask when will the fitter come to fit the floor she is told " here is another fitters number , you can call him to arrange dates" I may be wrong and please correct me but she paid for a complete service and I don't think she should be waiting all this time and having to arrange dates herself? 
In total the flooring with fitting cost just under £7,000 so not a small amount, yes she has the flooring but it's no good to her just sitting in the room.


Could you please advise of her consumer rights in this scenario and how to go about them.

Thank you.

Not quite sure what the exact question is. Is it the bit in bold?

Who else is going to arrange the dates? Can't she just call them to arrange a suitable date for fitting? They're not just going to turn up on a whim to fit the floor without confirming someone will be in and available.

Jenni_D

"Call him to arrange dates" doesn't necessarily mean she has to pay him - that's the first thing to be clarified. Her consumer rights depend on exactly what was covered under the contract.

Did the shop pay for and arrange the first fitter? (e.g. did that fitter deliver the goods and assess the installation?)

Aylesbury_Duck

MadeofSteel said:

Afternoon all, 
Daughter ordered and bought herringbone engineered floor from one of the big flooring showrooms, didn't know what she wanted other than it had to herringbone and it had to be wood.

After she chose the one she liked salesman informed her how much she needed , how much underlay etc and so the purchase was made. This was beginning of February.

Fitter was booked, floor underlay delivered. Fitter came beginning of this month and said he's not happy fitting it as a floating floor as it will lift and  have gaps, she really needs a glued down.

£800 later after plywood is fitted and nailed down she calls showroom head office to ask when will the fitter come to fit the floor she is told " here is another fitters number , you can call him to arrange dates" I may be wrong and please correct me but she paid for a complete service and I don't think she should be waiting all this time and having to arrange dates herself? 
In total the flooring with fitting cost just under £7,000 so not a small amount, yes she has the flooring but it's no good to her just sitting in the room.


Could you please advise of her consumer rights in this scenario and how to go about them.

Thank you.

How could dates be arranged without her involvement?  It seems perfectly sensible for her to liaise directly with the fitter, otherwise there could be a long trail of back and forth as the two parties try and agree dates through the retailer.

As for the delay, did she specify a timeframe at the point of purchase and if so, was it agreed?  From your account, there hasn't even been much of a delay.  She ordered at the beginning of February, the fitter was booked for the beginning of this month and in the last few days has laid the sub-floor.  Where's the delay?

As for where you stand, it's too much of a chance to miss:  on a plywood sub-floor 😁

born_again

" I may be wrong and please correct me but she paid for a complete service 

Many of these "big flooring showrooms" Only supply the flooring. You pay the fitter separately. She needs to dig out the paperwork & see exactly what it says.

MadeofSteel

This has been on going since February. Having to keep asking to be fitted in, it was agreed to be fitted as soon as possible, first fitter came to survey the floors and never said she would need a glue down.

Second fitter arranged and came but they had not delivered the Scotia, had been forgotten to be ordered,  order was made and delivered a week later in the mean time fitter had other work booked.

Third fitter came,  everything in place then told her he would not be laying it as he wouldn't be laying a floating floor as it would be awful.

Glue then ordered and they asked could she roll up the thermal underlay from the floor for it to be returned in place of the glue.

Yes the fitting has been paid for included in the price.

She has specified that she wants the flooring down and will except any date but after all the calls and messaging she has done they just say we will check our diary as we are inundated at the moment. Therefore she never gets a firm answer. 

How long does she wait? A couple more weeks? Months? Indefinitely? before she requests the return of the cost of fitting to pay an independent? 

Aylesbury_Duck

MadeofSteel said:

This has been on going since February. Having to keep asking to be fitted in, it was agreed to be fitted as soon as possible, first fitter came to survey the floors and never said she would need a glue down.

Second fitter arranged and came but they had not delivered the Scotia, had been forgotten to be ordered,  order was made and delivered a week later in the mean time fitter had other work booked.

Third fitter came,  everything in place then told her he would not be laying it as he wouldn't be laying a floating floor as it would be awful.

Glue then ordered and they asked could she roll up the thermal underlay from the floor for it to be returned in place of the glue.

Yes the fitting has been paid for included in the price.

She has specified that she wants the flooring down and will except any date but after all the calls and messaging she has done they just say we will check our diary as we are inundated at the moment. Therefore she never gets a firm answer. 

How long does she wait? A couple more weeks? Months? Indefinitely? before she requests the return of the cost of fitting to pay an independent? 

OK, that's a very different timeline to the original post.  I see the problem now.

She could ask them for a completion date in the next 14 days or that she expects enough of the fitting cost returned to be able to cover appointing a fitter of her choice.

What she does need to consider is the chance that should there be any problems with the floor in the future, she'll be caught between fitter and supplier blaming each other.  It's far better to have one company supply and fit, so one company is liable for any problems.  Personally I'd accept the delay rather than have disputed liability in the event of problems. 

eskbanker

MadeofSteel said:

She has specified that she wants the flooring down and will except any date...

Hopefully she told them that she'd accept any date rather than conveying the exact opposite!

35har1old

eskbanker said:

MadeofSteel said:

She has specified that she wants the flooring down and will except any date...

Hopefully she told them that she'd accept any date rather than conveying the exact opposite!

If the flooring is stored in the room that it is for its at least it's  being acclimatised.
I've seen walls pushed out with real wood floors.
I think some of the manufactures have withdrawn from the real wood market.

pinkshoes

MadeofSteel said:

This has been on going since February. Having to keep asking to be fitted in, it was agreed to be fitted as soon as possible, first fitter came to survey the floors and never said she would need a glue down.

Second fitter arranged and came but they had not delivered the Scotia, had been forgotten to be ordered,  order was made and delivered a week later in the mean time fitter had other work booked.

Third fitter came,  everything in place then told her he would not be laying it as he wouldn't be laying a floating floor as it would be awful.

Glue then ordered and they asked could she roll up the thermal underlay from the floor for it to be returned in place of the glue.

Yes the fitting has been paid for included in the price.

She has specified that she wants the flooring down and will except any date but after all the calls and messaging she has done they just say we will check our diary as we are inundated at the moment. Therefore she never gets a firm answer. 

How long does she wait? A couple more weeks? Months? Indefinitely? before she requests the return of the cost of fitting to pay an independent? 

That's a very different scenario to your original post.

If she has already called the fitter's number and they haven't got back to her, then she needs to contact the shop IN WRITING, stating exactly as you have above (but include dates), and make it clear that they have 14 days to arrange for someone to fit the the floor, otherwise you would like the floor collecting and a FULL refund.

Another option is getting an independent fitter to fit it then reclaiming the cost from the shop, BUT... if there are any issues with the floor, then the shop will just blame your fitter, so I'd not really recommend this. We had a flooring issue with Tapis who supplied both floor and fitter (but we had to pay their fitter directly), and a day after fitting it all pushed up. Tapis blamed the fitter, the fitter blamed the floor. It was a nightmare.