Carpet fault

safesound

I'm looking for some options on whether I'm being unreasonable with a certain carpet retailer. First a bit of background:

Just before Christmas I bought a carpet from a company that shall remain nameless (:rolleyes:). About 2 months ago a fault developed, the pile started coming away from the backing in a really strange place. Somewhere that never gets walked on, and slightly to one side. I duly called the retailer and they sent someone out to have a look. Yep, he said the carpet has failed and its a manufacturer fault, they will sort it out no problem and that the shop would contact me within the week to sort it all out. I specifically asked about fitting and he assured me that they would lay the replacement free of charge.
Time went on, they supposedly chased the manufacturer but didnt get anywhere so decided to trace me some matching carpet from one of their other stores. Long story shortened considerably 2 months later and I still haven't got my replacement carpet. I did however receive a telephone call this afternoon to say its arrived at the store ready for me to pick up.

Now onto my question; As I didn't use the carpet companies fitter for the original carpet they say they only have to supply the replacement not fit it. I say as it was faulty goods I shouldn't be left out of pocket by having to pay for someone to lay the carpet twice. Who is right?

TomsMom

I don't know who is right but I know how I would feel if it was me.

The carpet was faulty, not the fitting of it. Regardless of who fitted it originally, I would want the retailer to replace the carpet and fit it for me. You've paid once for fitting so why should you have to pay again when the fault lies with the actual carpet. If the retailer isn't happy about fitting it for you then let him take it up with the manufacturer where the fault lies.

The only other thing I would say is discuss it calmly with the retailer.

safesound

I know its not the done thing but - BUMP!

bookduck

What a shameless BUMP!

While I'd like to believe that you will get your fitting for free, I think you will end up paying for it again.

I think only the carpet is under warranty and not the fitting - act of god, or buyer be ware, fit for purpose etc.

I think if I went out and bought a cold water tap and it sprung a leak while at work, then water damaged the 20 flats below me, B&Q would only give me a new tap (if it was less than 30 days old ?) ?

Same as if a pc hard disk failed after 9 months doing company accounts, they would not recover my data, they would not install and configure the new operating system on the disk either or even install the disk in the computer. It will just come in box with no instructions.

I think all industry follows the above model of operation and I can't think of one different, where you purchase an item.

Think you will not get any help from the shop, however the manufacture might or split half the cost?

However this is only my opinion and i'm definitely no expert. I would advise you to contact you local CAB office or trading standards.

safesound

Hubby contacted Trading Standards this morning and according to them because the carpet wasn't fit for the purpose intended apparently they have to fit the replacement free of charge. Something to do with the fact that although the manufacturers warranty only covers the carpet itself, the contract is between me and the carpet retailer. Something or other about consequential losses and it not stating they don't cover them in the T&Cs on the receipt. I didn't speak to them myself so I dont know exactly what they meant.
Anyway, he has also spoken to the retailer who have now decided (under protest) to provisionally book us a date to fit the new carpet, of course the manager of the store would have to okay it and he wasnt in store today so they would have to get back to us.