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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

am I or is the shop.

29 replies

wonderingsoul · 02/07/2014 17:31

I don't think I am.

I'll try to keep this short,

I brought a carpet for hall way and living room from a very popular carpet shop, said I'd pick it up but pay for fitting.

All great said I would pick up next week once I got hold of a trailer.

Phone up the following week saying I'll pick it the next day.

Got to the shop, the guy on shop floor says it's ready, and hands it to me... Folded.

I said ibwas expecting it to be rolled, but he says it's how they do it. Arrange fitting (through them), soonest is 6 days later.

It gets fitted, but there's air bubbles are there, fitter says it's because it's because it was folded and research backs this. But says it.could go down in a few days.

Iv left it just after a week and still there so I go to the shop to complain, was told that I shouldn't have been able to pick it up myself and have them fit it.

Also I was told that I had said I wanted it folded by some one who ibhadnt even spoken to so have been basically called a lier, when they have lied and said he over heard me saying it.

But they can't help me because they didn't sell it to me so will have to wait for a call from the person that did so she can sort it.
The man was very rude imo, but other than that am I buy to want them to fix it, especially as I was not told to keep it rolled, which is what I had expected it to be in the first place but seeing as this is the first time I brought carpet and they are experts I assumed that it would be fine.

Sorry that was really long.

OP posts:
Rubadubstylee · 02/07/2014 17:43

Sounds like YANBU.

Birdsgottafly · 02/07/2014 17:53

What stopped you from having it delivered? Normally they knock off the delivery price, so you feel like you are getting a good deal.

They probably will hold you responsible for the way you have stored it, but to give good customer service, will try to compromise with you.

TheHouseatWhoCorner · 02/07/2014 17:54

I must admit that I've never heard of a shop allowing you to take a carpet away but then send their fitters to fit it.

And I'm sure they shouldn't fold carpet.

It sounds as though they're making it up as they go along.

I'd expect them to inspect the laid carpet and rectify or replace.

I'd complain as high as you can go until you are satisfied.

BookABooSue · 02/07/2014 17:59

To reassure you a bit -it might settle so I wouldn't be overly concerned. Lots of carpet shops seem to fold carpets nowadays although it never used to be common practice.

However, if I were you I'd complain to the manager and if it's part of a chain then contact the head office about their complaints procedure. Refuse to be drawn into a he said-you said discussion. I'd be stressing that it was their staff (the fitter) who said it shouldn't have been folded.

Ask them to send a fitter back out to re-fit it.(tbh you don't know if it was the folding that has caused the problem or if the fitter is rubbish and making excuses but either way it's not your responsibility - it is their's).

wonderingsoul · 02/07/2014 17:59

I didn't want to pay 60 for them to deliver it.. I'm 10 minutes down the road.. Its 29 per room..and I had two lots of carpet....

I was bit miffed they had folded it, but naturaly assumed they wouldn't give it to me if it was going to affect the quality.

Yes I was told today that they should have said no to me picking it up and them fitting it but when I padded for it there was no mention of having to break rules or anything, it was like it was a normal thing that they did.

OP posts:
borisgudanov · 02/07/2014 18:10

I very quickly get fed up with businesses that fail to follow their own business process and then call me a liar when I tell them what happened and they think that "wouldn't" have happened because that isn't the business process. YANBU, I'd be cancelling the contract and wanting my money back.

wonderingsoul · 02/07/2014 18:34

The fitters are not employed by them, they contract it out and make the money from delivery... Which is why they shouldn't have let me pick it up and get them to sort fitting.

They are a very big chain so I'm surprised they don't have their own fitters.

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auntjane2 · 02/07/2014 18:51

I'd check your paperwork if I were you wonderingsoul.

MrsGeorgeMichael · 02/07/2014 18:57

just got to last post about a chain......

i had similar about 6 years ago from a large chain and never used them again

my problem was with the fitter who wanted cash so that he didn't have to declare (direct quote!) and it was a whole house (stealth boast coming up :) ) 4 bedrooms, hall, 4 reception room, study, walk in closets - so wasn't cheap

i now go to a local guy - costs a few pounds more but they are outstanding - even come round to measure up as the never trust the customers (direct quote :) )

wonderingsoul · 02/07/2014 19:02

Check my paper work for what... Though I have..their return policy isn't very helpful especially as they are saying it's mybfault for having it folded...

Yes I had to pay the fitting cost to the fitter in cash to.

I have two more rooms to do and will no way usenthem again... Ever....

OP posts:
PeachyParisian · 02/07/2014 19:56

You didn't fold it so surely they are at fault?
regardless of whether it was fitted by 'their' fitters or not, it's damaged as a result of their actions and you should be entitled to a refund.

quietbatperson · 02/07/2014 20:01

This reply has been deleted

Message withdrawn at poster's request.

WillWorkForMoney · 02/07/2014 20:06

Years ago I bought a cheap roll end, I didnt drive then so my friends mam picked it up for me. It was folded but the guy said to unfold it and roll it back up.

wonderingsoul · 02/07/2014 20:25

I'm in Suffolk :(

If they had said that I'd have been happy to do that, and even said that to them, that they should have told me that folding could ruin it,in which he laughed and said it was common sense to do so..

Which just made me feel stupied.

And maybe I should have known, but my god was he rude

OP posts:
quietbatperson · 02/07/2014 20:39

This reply has been deleted

Message withdrawn at poster's request.

Overthehillmum · 02/07/2014 20:49

I didn't want to pay for a carpet to be delivered, £50 and I live ten minutes from the shop, large chain, same shop I would guess, but they folded it but told me to unfold it when I got home and have it rolled, which I did, they did say it could potentially damage the carpet but for such a short journey it should be okay, so YANBU, they should have said, I wouldn't have known if they hadn't said.

WanderingAway · 02/07/2014 21:36

I know a great carper fitter. He picks up the carpet for free and charges a small fee to fit the carpet. Much better than getting the shop to do it.

HerRoyalNotness · 02/07/2014 21:42

I really hate businesses like this. They expect us to know the ins and outs of their trade! Who would know you're not supposed to store the carpet folded, even if only a week. People in the business that's who!

Go in guns blazing and tell them how rude they're being. I'd be saying I can't be expected to know the details of the wonderful world of carpets which is why you trusted the experts to tell you, and none of them did!

honeybeeridiculous · 02/07/2014 21:48

Carpet Right are shit,
They charge for delivery even tho the fitter has to bring the carpet to fit it, and it ain't cheap Hmm
We now use an independent local and get fab service
YANBU

wonderingsoul · 02/07/2014 22:16

Honey.... How did you guess...

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MrsGeorgeMichael · 03/07/2014 07:23

snap - same company that i had problems with

must admit i smirked when i seen they were no longer in business in my local town

i guess i wasn't the only one then.....

WhatchaMaCalllit · 03/07/2014 10:55

This might be an interesting topic for Watchdog to cover. I'm not affiliated with them but think that as this doesn't appear to be a once off occurrence, it might be worthwhile bringing it to their attention.

auntjane2 · 03/07/2014 17:20

Wonderingsoul I meant to check what the paperwork says about delivery and fitting, if anything. If it says nothing about delivery and fitting, you just bought a "carpet", and the shop gave you a "carpet" then I suspect you may find an uphill struggle to prove your point about the folding if it is just your word against theirs about what was said at the time.
Or does the paperwork say anything about delivery and fitting?
Have the bubbles gone down yet?

wonderingsoul · 03/07/2014 18:00

It doesn't say anything about fitting, and there already said they have no records as such but they remember me coming into book fitting.

They was supposed to call me today but have failed so.far so will go guns blazing and will not leave the shop till they sort something out, tomorrow after work.

And no there's still bubbles, actual big bubbles. And youbcan see the crease lines.

OP posts:
wonderingsoul · 03/07/2014 18:01

They did write the amount I had to pay the fitter on the fitting bit of paper.. But my recite from them was just the carpet.

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