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.

If I'd done it myself I would keep it, but not if I'd paid an expert!

Even if the owner takes it from the fitter the fitter will have their own insurance anyway.

Hopefully the owner will not be a pita about it

No it needs to be replaced. The fitters are correct it's been cut short. We've just had new carpets laid and they are cut at the warehouse oversize for each room and section. The fitters merely lay the carpet in each relevant room from the oversize cut sections per room on a plan they have been given. The warehouse has cut this short for this section and the fitters have tried to do the best they can but it is just not satisfactory and the carpet shop needs to replace this section.

No, you can’t have that. It will catch on the vacuum and wear quickly. They’ve obviously make a mistake.

Carpets are expensive. That’s not on. Complain now, it will bug you forever if you don’t.

Might it be because the shop mis-measured and your l-shape was meant to be the outside edge of another bit (to utilise every m2 most effectively) and they got it wrong?

Don’t worry about an individual being made to cover the cost out of his wages. Companies don’t work like that- there will be insurance in place.

This is not your problem they haven’t supplied what you paid for. Their faulty their cost! Sales of good act.
This once happened to me and they had to fit the right size replacement carpet

Wow. That's bad.

Don't let them get away with the 'but it's already fitted' argument either. We had a local shop measure and fit a set of Amtico floor tiles in our bathroom. When I went to inspect the work, I spotted that they had the wrong tiles! Apparently, Amtico had changed the design and they hadn't realized. I told them to take every tile up, refinish the floor, and lay the correct ones. They did (after a bit of an argument).

As an aside, when replacing carpets the old one goes down in the garage, or is that just me?

@tanstaafl

As an aside, when replacing carpets the old one goes down in the garage, or is that just me?

Why would you need a carpet in your garage?! that sounds grim.

We used an off cut in the garage, keeps your toes cosy in the winter if you pop in.

@LockdownWaistline

We used an off cut in the garage, keeps your toes cosy in the winter if you pop in.

But not under the car though, surely?!

It doesn't matter whose fault it is, your contract is with the shop and they haven't delivered what you've paid for. The fact they tried to cover it up is appalling.

@LockdownWaistline

We used an off cut in the garage, keeps your toes cosy in the winter if you pop in.

We have some old carpet tiles laid in the garage, which is used for storage (freezers, shelves of tins and bottles, household storage etc). I agree, much nicer to walk on when you need to pop out there for something.

It's noticable on the photos so I imagine in real life it's easily spotted. It won't wear well and will likely start to come up as it's such a small piece.

I would absolutely expect the whole piece to be refitted.

Fortunately you haven't paid the amount in full so that will help you in insisting the carpet is replaced in the hall.

I'd be demanding that section replaced at their cost

That's ridiculous, how is it even possible for a professional to fuck that up?

It's like a car mechanic forgetting to put a sump plug back in.

Definitely withhold final payment until it's rectified.

Oof. I'd be fine with a join like that in an alcove but not right by a doorway, where it will be walked on a lot.

You must insist on that part being redone. I wouldn't pay the second half until you are completely satisfied.
Just last week we had carpet fitted, fitting went perfectly but the fitters managed somehow to get adhesive onto around 8 patches in the upstairs bedroom.
The shop owner came with bleach! And asked for a towel to clean it off with which I refused. Thankfully we had not made the last quarter payment so we had some control over how the issue was resolved.

Please make sure you resolve this properly. This happened to us and within a year the carpet had unravelled.

If the carpet fitters are directly employed by the company that sold you the carpet then go back to the shop. If the carpet fitters are an independent company then go to them.

Needs replacing, (no way should any join be at a doorway anyway).

Thanks all, the shop has now agreed to fully replace it!

@Cheetasonfajitas no not for the car 😂 just the side with the boiler. The garage is joined to the house and the car has never been in.