We moved in May 2016 and had the entire house carpeted. It was expensive £3800 and we went for quality wool carpets that were supposed to last us 10+ years. We've had previous homes re carpeted so knew what to expect. We paid an additional fee to have our furniture moved as part of the job. The fitters were awful. Like Steptoe and Son. They were a foul tempered old man and his 'chip on his shoulder' son. Repeated comments about 'women lazing around all day' among much sexism and demanding DS and DD do endless lifting jobs and run and get their kit created a horrible atmosphere.
3 weeks afterwards the carpet on the stairs all came up and was dangerous. I phoned and the owner was extremely annoyed. He said it was correctly and properly fitted but would look. He came round and refitted it on the stairs. 6 months later 2 doorways and 3 corners were loose. I called again. He ranted and raged down the phone and told me he'd sacked one of the original fitters but would send the other one back. He refitted it and agreed that the job had been 'very poor' - blaming it on the other fitter. The stairs came up again 3 months later and after another earful, the fitter returned and refitted. I was told at this point - we've done all we can - don't contact us again.
Now the carpets is loose on the stairs again and I am sick of the situation. The whole carpet looks awful - stretched and baggy and it is so annoying when it was so expensive. I will have to save for a long time to replace and the stairs are currently dangerous.
AIU to expect that after 18 months the carpet should look good and still be fitted? AIU to expect a partial refund if they will not resolve? AIU to ask how I am best to approach the shop to ask for this as they have been very clear that they do not think this is their problem.
Of course it is their problem. Unless you hired the fitters rather than using their ones. If it is their own fitters or ones they contract to do the job then they are responsible. Do not accept a partial refund, if the carpet has been fucked up by incompetent fitters you should expect a replacement.
It should last 40 years, not just 18months! I would check with the trade associations as suggested above, and I would then tell the owner he had 2 weeks to put it right or you will take him to the small claims court / trading standards / whoever else you can think of. You'll need to pay a decent fitter to put it right but then claim that back from the original shop.
Fitters have breached contract terms under Consumer Rights Act 2015. Send Recorded Delivery letter pointing out the faults. You are entitled to a reasonable service at a reasonable cost and for it to last a reasonable time. You have the right to claim refund (partial perhaps) or for the work to be re-done if you prefer. I’m in Scotland though so check that which act is English equivalent.
I'm guessing the shop are getting annoyed as their fitters are probably sub contracted (rather than employed) so have to be paid each time they come out and try and fix your shoddy carpet. However, that is not your problem and they should have made sure they used people who could get the job right in the 1st place. I would ring Trading Standards at the LA for advice on the matter.
FWIW, our stair carpet has been down for 12 years and is still firmly in place. Ditto the other carpets in the house.
It sounds like the carpet hasn't been properly stretched when it was fitted so as it has naturally stretched over time it has come off the grippers. It sounds like a restretch should fix it but get it done sooner rather than later as walking on it while it is loose and bumpy will make it look crap. I'd be inclined to pay for a fitter of your choice to sort it asap and argue about it later cos if you lose the fight a restretch will cost you a lot less than replacing the carpets. You shouldn't have to pay out but you could be mired in the argument for long enough for the carpet to be ruined iyswim.