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

[GremlinFoxtrot]

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.

That is absolutely ridiculous.

Havent read the entire thread ,so unsure if you have posted a picture of it or not if not, can we see please

Absolutely ridiculous of the carpet fitters, sorry but you OP. HOPE YOU CAN GET IT SORTED ASAP.

Oh what a shame....I am usually pretty easy going about things and although I could probably live with the join visually I would be really concerned about it lifting what with where it is.

@PopsicleHustler

That is absolutely ridiculous.

Havent read the entire thread ,so unsure if you have posted a picture of it or not if not, can we see please

Read the thread then. She posted 3 pics :)

So glad you've only paid 50%. They should replace the whole area.

I don’t think it matters what the relationship between the fitters and the shop is.

You paid the shop for the fitting and the supply.

The fitting is not up to scratch.

They should replace the carpet in that section and have it refitted.

Alternatively you deduct the cost of doing that from the amount that you still have to pay them (£1200). But you would need to them source the same carpet elsewhere and your own fitters.

They would have to sue you for the £1200 if they disagreed. If they are sensible they will replace it and refit because it costs less to them than £1200 (if they do, you pay them the full cost).

Don’t get distracted by who employs the fitters etc. You paid for one service and it’s not up to scratch. Sale of goods and services act stuff- this is your statutory rights.

The pics links don't work for me. Would anyone mind screenshotting them?

And it does not matter that the join will last years. It may not and will not last as long as the rest of the carpet. I have a join in one bit (my problem, not the fitter) and the glue etc gives way well before the door bars/ bits at the edges do! So it is visible and will continue to annoy you.

I have my own carpet dilemma thread on going!
We needed a join in one room as over 5m. This was discussed and put in a low traffic area. Probably will never see it. Plus it's almost invisible.

I would expect a replacement carpet. I can see the join

Absolutely replace. It doesn't look too bad now. But it's not going to take long at all in a high footfall area like that to wear and look awful.

No way would I accept anything less than full replacement.

I don’t think it matters what the relationship between the fitters and the shop is.

It doesn't, unless OP arranged the fitting separately which I don't think she did to go by her post.

OP's contract is with the shop. Whomever they may have subcontracted work to is not the OP's problem; it's the shop's to sort out both in terms of remedying the issue for OP and dealing with (and, if necessary, paying) the subcontractors.

@BrightYellowDaffodil - yes, that’s my point.

@Poppyismyfavourite

hmm I was on your side but I've looked at the photos and can't see a join at all??

Same. It looks fine to me despite having really zoomed in on the pictures.

They 100% should replace the carpet for you inc cost of fitting, there is no way at that cost you should be having to even pay partially- they should replace. I say this as someone who worked for a flooring firm for several years.

It’s not what you paid for so I would ask for a replacement.
I just had the carpet in my living room replaced. I got two quotes, one for a join in the bay window (which is covered by a huge armchair and a low traffic area) or the whole room being done in one piece which was £150 more and left us with excess carpet. I went for the more expensive option as I didn’t want a join.

OP,
It will never withstand a reasonable 10 year life expectancy.

It's unfortunate, but it is their responsibility.
Non negotiable.

In my experience it is the shop that cuts and the fitting is a sub contracted job by the shop to a fitter that works for them, and often other shops.

Can clearly see the join. I would not be happy with this either op and would want this section all replaced. Not your problem who pays for it, they must have this happen now and again and plan for it in their budget. I would not be paying any more to them until rectified to your satisfaction.

You say it's worth £1200. Remember to remove VAT and markup, so far more likely to cost the store about £500.

"Measure twice, cut once" as they say.

I haven’t looked at the pics but if they have made a mistake they need to sort it at their cost.

I had a landing carpet fitting that had a herringbone pattern - but they fitted it a bit wonky. They replaced and relaid at their own cost.

I can see it and it will wear where it is, it should be covered by the fitter or shop insurance though

@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?)

I can see it - and I would think that special glue or not, it will become increasingly obviou as it is walked on (and in a doorway it will get a lot of traffic. the carpet will get grime ground into the join (not a reflection on your housekeeping OP - even stuff like sock fluff will make its way in) and this will show, and the constant movement on the carpet will cause the join to widen over time too.

Stick to your guns, OP - this isn't your responsibility.

If you'd paid for sufficient carpet for that to be cut in one piece you should have got it cut in one piece - and had a nice big corner the you could have had bound to make a rug of if you wanted to,

thank you all, i am relieved to hear that i'm not being one of those "unhappy no matter what" annoying customers - i deal with them in my own job, but have zero knowledge of the norms for carpets!

i think the pics look flattering vs the reality, but tbh i am MOST worried about what it looks like in a few years.. in such a crap place at the doorway, right where you step into and out of the room.

for context, i heard them saying it had been cut short when they unrolled it - i don't know if it was the actual fitters that cut it short, or if it was cut to (their) estimator's measurements which were wrong.

it basically arrived to the house rolled up, already cut short. i'm not sure they planned to tell me about it if i hadn't just walked past at that point!!?!

i'm awaiting a reply from the owner, i'd prefer to keep it all in writing for now based on the situation.

"I can see it - and I would think that special glue or not, it will become increasingly obviou as it is walked on (and in a doorway it will get a lot of traffic. the carpet will get grime ground into the join (not a reflection on your housekeeping OP grin - even stuff like sock fluff will make its way in) and this will show, and the constant movement on the carpet will cause the join to widen over time too."

This, I've seen it on a bad join in a similar place.

I wouldn't be happy either - especially in such a high-wear position right by the doorway. If you'd wanted a bodge job you could have fitted it yourself!