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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

New carpet bought, but fitters cut it short - reasonable outcome?

108 replies

GremlinFoxtrot · 18/09/2020 15:25

We've paid £5800 for new 80/20 wool mix carpets through most of the house. It was £34.99 from the shop plus fitting costs so covers quite a large footprint.

The fitters arrived on Monday and have done an ok job, but on one corridor (in an L-shape) they've cut the carpet about 20cm too short... I found this out when I happened to be walking by as they discovered this. They glued another strip to the carpet but I'm so upset every time I walk by it - I can clearly see it! It's worse than when I first viewed it in afternoon sun, now that I've seen it in full daylight.

I asked about the fix while they were still here and they said that the heat bonded glue would keep it together for years, but I'm still sore when I see it.

I've paid a 50% deposit already. The suppply, estimate, measuring and fitting of the carpets was all done by the shop. All the fitting has now completed.

I've emailed the owner to say I'm not happy with the result (esp now I've hoovered it and there's little threads from the carpet backing coming up through the glued gap between the bit they've added on). I've asked for a replacement for that section - but I suspect it'll be costly because that section is a 7m x 5m square that they'll have to source, to cut into the L-shape.

I'm upset that such a high-value purchase (to me) has gone wrong and that I didn't stand my ground and ask them to fit it with a replacement when they were still here. AIBU to ask them to replace? I'm not wanting a discount, I just want the job to be done properly, as quoted/expected.

I've never bought carpets before so not sure if I'm being reasonable.

OP posts:
NoSquirrels · 18/09/2020 15:53

(As an aside - and I am spatially challenged, I admit - I can't imagine how you could NOT have a join somewhere if you have an L-shaped section?)

Longwhiskers14 · 18/09/2020 15:56

You don't need to be concerned if it's the fitter or the shop that covers the cost - you just need to make sure it's replaced. I would be livid if I were you. They made an error and then railroaded you into accepting the extra bit being glued on - which I'm pretty sure they wouldn't have told you about if you hadn't overheard them. Stick to your guns and get the entire stretch replaced.

m00rfarm · 18/09/2020 15:56

I can see it clearly and it would definitely drive me mad each time I walked over it. And for the posters who cannot work out how to cut an L shape without a join, I really have no words!!

Glittertwins · 18/09/2020 15:57

We have an L shaped room and the is no join. The carpet is 5m so it was wide enough at that point for it to be cut to size by the fitter for the whole room.

TheQueef · 18/09/2020 15:58

@NoSquirrels imagine a big square, they cut out the L and have a rectangle left over. They usually start the stairs with the remnants.

NoBunnyHere · 18/09/2020 15:59

@NoSquirrels

(As an aside - and I am spatially challenged, I admit - I can't imagine how you could NOT have a join somewhere if you have an L-shaped section?)
A 5m roll is wide enough to cut a massive 7 x 5 rectangle of carpet and then cut the unwanted corner chunk out so that it is all one piece.

The join is not a bad job, but I can see it (just) and would also be asking for the carpet to be replaced. Espeically if fibres are making their way up.

Kazakaren · 18/09/2020 16:01

I can see the join. I wouldn't be happy with that. I'd get onto them and make them replace it. They've fucked it up.

NoSquirrels · 18/09/2020 16:02

Thank you @TheQueef & @NoBunnyHere - very kind of you to have some words to help me out! Carpet fitter is a job I could never do because of all the calculating and angles and what have you. We all have our limits Grin

LaurieSchafferIsAllBitterNow · 18/09/2020 16:02

it's right at the threshold too, that join is going to be stressed by every step into the house, not like it's the edge by the wall

I'd stand my ground and want a new piece for sure.

SockYarn · 18/09/2020 16:03

The fitter will have to pay to replace that section. That's what would happen in the carpet shop I work at.

And? Their mistake. Customer not happy.

opinionatedfreak · 18/09/2020 16:03

Carpet fitters normally work self employed.

I carpeted my first flat and they didn’t fit the bars between rooms I had paid for.

Said they would come back later to do it.
Never did.

These days I would refuse to pay until they fitted them. And in your case I would expect a full replacement.

CleverCatty · 18/09/2020 16:05

they should pay to fit a new carpet as their error.

ginnybag · 18/09/2020 16:09

I'm struggling to see it, but that's now, when it's fresh and freshly laid.

It's in a very bag place for a join. It's going to catch, and roll and lift, and eventually look terrible.

You paid a premium for it to be done a certain way, and it hasn't been. That's partly why you pay a deposit and a balance, after all.

meercat23 · 18/09/2020 16:10

Something similar happened to us once. When the carpet arrived it had been wrongly cut and would have left an awkward join. We didn't even have to complain as the fitter informed the company and they sent a complete replacement and left us with the wrongly cut carpet which we passed on to a friend.

Having a join just in front of a doorway is not the ideal place for a join even if they had told you in advance. That is an area that will get heavy wear and the join is likely to become more visible as time passes. I would be asking for a complete replacement for that area.

eurochick · 18/09/2020 16:11

They've made a reasonably good job of the join but the join is in the worst possible place as a doorway is a high traffic area. It will likely show more as it wears.

I used to work in a carpet shop and a replacement would have been offered for that. The shop should sort it (assuming you paid them for installation and didn't organise your own fitters).

user1471538283 · 18/09/2020 16:12

No you do not pay until it is sorted to your satisfaction. The fitters should have checked you were happy with them making it good before they did it. If they don't make good keep your money and buy elsewhere

fishywaters · 18/09/2020 16:13

We had an L shaped room fitted with carpet some years ago. I remember the specific discussion with the company when they quoted. They said you can 1) either have a join and save some money or 2) pay extra for 5m width and not have a join but quite a bit of spare carpet (which they would take away afterwards). So the pricing for the two jobs is different and meant to be different. If you were meant to not have a join then that is what you contract is and paid extra for. From the company's perspective they would of course rather give you a discount now to live with the join.... If you don't want that and contracted on the former basis and it was clear there would be no join, then by all means insist. Usually local carpet businesses rely on word of mouth and try to keep their customers happy.... regardless of what it specifically states in their terms and conditions. Don't pay the balance for now until the situation is sorted as otherwise you have no leverage left.

Lifeisforalimitedperiodonly · 18/09/2020 16:13

OP, don't worry about whether the fitter or the shop pay for it - they have insurance to cover this stuff.

You are just asking for what you paid for.

Don't accept a reduction because that won't stop it fraying or you. noticing it ever time you walk over it.

On another note - I am mightily impressed by the cleanliness of your skirting boards!!

SisyphusAndTheRockOfUntidiness · 18/09/2020 16:14

I can see it, although not much, in the photo. It's a high-traffic area though, it will probably wear quite quickly. I'd contact the shop & tell them it needs to be sorted as originally agreed, with no joins.

We have a join on our carpet, but we agreed to it, to keep the cost down, & it's at one end of a room, under some furniture. Totally different. The fitters must surely know that join won't hold adequately for very long.

LeaLoo82 · 18/09/2020 16:15

It’s repair or replace first, so they have to have a chance to come and refit it properly before they have to refund, that’s consumer rights xxxx

Ellie56 · 18/09/2020 16:18

Absolutely complain about a crap job OP. You haven't got what you paid for.

If you don't speak up and get it sorted out now it will annoy you for evermore.

CuriousaboutSamphire · 18/09/2020 16:20

It's in a doorway too!

YANBU to insist they put that right, as per your purchase!

rslsys · 18/09/2020 16:20

@fishywaters

We had an L shaped room fitted with carpet some years ago. I remember the specific discussion with the company when they quoted. They said you can 1) either have a join and save some money or 2) pay extra for 5m width and not have a join but quite a bit of spare carpet (which they would take away afterwards). So the pricing for the two jobs is different and meant to be different. If you were meant to not have a join then that is what you contract is and paid extra for. From the company's perspective they would of course rather give you a discount now to live with the join.... If you don't want that and contracted on the former basis and it was clear there would be no join, then by all means insist. Usually local carpet businesses rely on word of mouth and try to keep their customers happy.... regardless of what it specifically states in their terms and conditions. Don't pay the balance for now until the situation is sorted as otherwise you have no leverage left.
No way on God’s Earth would I be letting them take away the spare bit of carpet! They would be selling that as a remnant and effectively be earning twice out of the same piece of carpet. If it’s big enough, you can have them either whip the edges (there will be a cost for this) and use it as an over rug or treat the dog to a a new mat in the kennel!
notapizzaeater · 18/09/2020 16:22

Regardless of everything it's not what you've paid for and I'd be furious too

Anordinarymum · 18/09/2020 16:31

They should have been honest with you from the start OP but it's my guess they already chopped the carpet up in the warehouse and made a mistake with the measuring without realising at the time.

I have had carpets fitted with an anomaly but have been informed by the man who came to measure so I knew what to expect.

It will be down to the carpet fitter to put this right.

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