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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU with Carpetright

29 replies

filletofishmeal · 04/11/2022 12:08

Carpetright quoted me £2500 to supply and fit carpet, and trim all 7 doors. Their estimator visited my property to confirm measurements and amend the quote.

The fitters laid the carpet down, and then Carpetright told me the estimator has made a mistake and that they don't trim fire doors and that I would need to source that from another tradesman. I however only entered the contract on the basis that they will trim all doors, and believe that I have been misled and misinterpreted as it is non refundable and we are now tied into a contract when they have not delivered what they quoted.

I have spent several hours to chase this up, was told someone will be over this week to look at trimming the door and for us to wait in everyday after 5pm for the person to come. Carpetright have now turned around today and said that they can't force tradesmen to come fix the issue, and I am effectively out of luck.

Am I being unreasonable for kicking up a complaint and invoicing Carpetright for a carpenter to remedy their work, and monetary compensation for the 10 hours I have spent resolving and dealing with their poor aftercare.

OP posts:
ZeroFuchsGiven · 04/11/2022 12:11

Am not quite sure what you mean by 'trim the doors'.

What exactly does it say on your quote for the work?

Original poster
filletofishmeal · 04/11/2022 12:15

Trim the doors means that the door will be trimmed slightly so it doesn't catch the carpet, otherwise doors struggle to open as the carpet catches onto the door. It does state that all doors will be trimmed, but they are only offering me £25 back as that was their cost per door to get it trimmed. However, if I want to trim the door myself, I will have to pay a lot more than £25 for someone.

OP posts:
MinnieGirl · 04/11/2022 12:16

I had a similar situation with carpet right.
Estimator came out and agreed the click flooring etc. when it was laid all good but it started to break. Had them out several times, and eventually it transpired the floor had a slight slope and wasn’t suitable for that type of flooring….

I made it very clear that I had proceeded on the advice of their estimator, who I expected to know his job. I also said that I was planning to carpet several rooms and was now reluctant to use them again.

They replaced the flooring at no extra cost and gave me a very healthy discount off my carpets.

I went into my local store and spoke to the manager directly. I would do the same. He has the authority to make decisions. Tell him the estimator said this, you went ahead on that and now you are being told certain aspects can’t happen. If the fire doors need to be trimmed by someone else, carpetright sorts it and pays for it. And say you expect a generous discount for future purchases.

As far as compensation goes, I don’t really think you need any, you just want what you agreed to and paid for.

User38899953 · 04/11/2022 12:16

You can only remove a very small amount from fire doors, for safety. So it's probably a blanket No from them as the risk is too high.

Did the original quote assume they were just regular doors ?

ZeroFuchsGiven · 04/11/2022 12:18

filletofishmeal · 04/11/2022 12:15

Trim the doors means that the door will be trimmed slightly so it doesn't catch the carpet, otherwise doors struggle to open as the carpet catches onto the door. It does state that all doors will be trimmed, but they are only offering me £25 back as that was their cost per door to get it trimmed. However, if I want to trim the door myself, I will have to pay a lot more than £25 for someone.

If they are offering the money back what they quoted I really dont see the issue, although its a disappointment it sounds like a genuine mistake as they did not realise they were fire doors.

Original poster
filletofishmeal · 04/11/2022 12:20

The cost for me to call someone out to do the fire door is more than 25.
I only bought from Carpetright as they could do this service, hence I entered into a contract by misrepresentation as if I knew they could not then I would not have entered into a 4 year non refundable contract.

OP posts:
Original poster
filletofishmeal · 04/11/2022 12:21

Estimator claimed he didn't realise the front door was a front door. It is a flat, how much more obvious can they get

OP posts:
Original poster
filletofishmeal · 04/11/2022 12:22

Store I used has no manager, and claims it is just a showroom and the fitting was organised by a different store whose manager is always on annual leave: I am just going to have to escalate to head office and threaten small claims court.

OP posts:
ZeroFuchsGiven · 04/11/2022 12:41

Hang on, I have just re read. Do you mean they have planed 6 of the doors just not the front door?

Wonnle · 04/11/2022 13:10

Terrible company to deal with in my experience , had a carpet fitted that turned out to be faulty . Manager of the store came out and agreed it was indeed faulty .
They then tried to involve a third party to come and inspect the carpet , which I was having nothing of . It was not mentioned in the terms and conditions , after a few heated phone call and a trip to the store they agreed to replace the carpet as a gesture of good will !

Wonnle · 04/11/2022 13:11

PS fitting etc is carried out by sub contractors not Carpetright employees

cushioncovers · 04/11/2022 14:16

Carpet right are in the wrong as their estimator failed to take into account it was a fire door and advise you accordingly . I would escalate it to who ever you can just do it doesn't happen to anyone else in the future. As far as your situation is concerned I would probably take the refund and try to push for a bit more to cover the cost that it will now be with another tradesperson.

Why won't they do fire doors?

Poppyseed14 · 04/11/2022 15:02

Are they offering to refund just £25 or £25 for each of the doors? Tbh I'm not sure how much more you would be able to get back via the small claims court and then you have the added hassle of doing it.

purpliee · 04/11/2022 15:06

I regret using Carpet Right too. They seem to have left a lot of pins poking out. Especially on the stairs. But it's not 'Carpet Right' who fit the carpet, it's a separate contractor. So everyone blames everyone else. The carpet fitters blamed the builders for the floor not being entirely flat and that's why there's lumps in the hallway.

Original poster
filletofishmeal · 04/11/2022 15:24

My argument for when they try to blame the fitters is that I paid you a £50 "administration fee" to arrange the fitters, so as part of the £50 fee they should act as a middleman to resolve any issues.
I feel they try to get around any issues by blaming the fitters as they are a separate legal entity, and this is why they don't have any in house fitters as then the blame for everything will only be with them,

OP posts:
Original poster
filletofishmeal · 04/11/2022 15:25

The estimator who messed up the quote originally is with Carpetright, the fitters who came did a good job but they could not do the7th door due to Carpetright's oversight. So the blame lies wholely on carpetright

OP posts:
cushioncovers · 04/11/2022 15:28

The estimator is to blame as he didn't advise you that carpet right don't trim fire doors.

LakieLady · 04/11/2022 15:33

I had a poor experience with Carpetright fitters. They fitted the carpet so badly that it came detached in the doorway and kept rucking. The carpet was shite, too, it faded really badly in the first couple of years and went from being grey to a sort of grungey green.

I now get carpet from a small independent shop that has been trading locally for at least 2 generations. Their carpet is actually cheaper than Carpetright, and their fitters are much better.

Carpetright will be forever known as Carpetshite in this house.

FMSucks · 04/11/2022 15:46

You are not allowed to say that name out loud in this house! They shafted me for a carpet for my DS's bedroom a few years ago. Whatever they quoted me for ended up costing me more than twice that. They had measured wrongly, then carpet no longer in stock even though I had picked it from a roll in the store.

I went ahead with the more expensive carpet, then the day before it was due to be fitted I was told I would need another €150 for the fitters to lay the carpet. I told them not to attempt to turn up at my door with the carpet until I figured out my rights as a consumer. Yes, they rocked up next morning with the carpet and I was so pissed off I just paid the amount as I was expecting the new bed to arrive the next day.

Any chance I get I tell people never to go near them.

Like @LakieLady I now use a local independent carpet fitters and have never had a problem with the three carpets I have bought from them, and no they didn't expect another €150 for it to be fitted ggrrrrrr.

Carpet from Carpetright also gone to shite in that time too. Never again.

Mylakk · 04/11/2022 16:01

YANBU

I'm amazed they're still in business, given their reputation for this kind of shit.

We had issues with them years ago - can't quite remember exactly what happened but as 'compensation' they said they would waive the fitting fee (this was before the carpet was fitted). However, we were supposed to pay the fitter direct and he knew nothing about this...so we ended up paying it anyway. I remember it was loads of hassle, lies and general bollocks. Would never use them again.

girlfriend44 · 04/11/2022 16:01

I used carpetright about 10 years ago but wouldn't again.
Should call themselves Carpetwrong.

MadeForThis · 04/11/2022 16:03

Get a quote for planing the fire door and send it to them.

Original poster
filletofishmeal · 04/11/2022 16:13

Going to do that, Carpetright have admitted liability but the employee who made the mistake has left the company so the manager initially tried to say that it meant that Carpetright has no liability because the salesperson left the organisation.

OP posts:
andmostofallyouletyourselfdown · 04/11/2022 16:14

If they really are fire doors though, only an expert in fire doors should be messing with those and you could be in breach of your lease if you have a lease, as well as the doors not working effectively.

However Carpetright definitely owe you compensation IMO unless you didn't tell them they were fire doors.

Next time get the underlay and carpet depth right so that there is no problem with the doors.

Loachworks · 04/11/2022 16:14

They are awful with crap aftercare.

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