Carpet supplied the wrong size

[Bunty2727]

I ordered new stair carpet to replace the old carpet, I was very specific that the carpet must overlay the paintwork, it’s a runner so only goes up the centre of the stairs. The fitter arrived as apponted to template the carpet, he’s a contractor not employed by the shop (common), he challenged me (I say challenged because he did this in a patronising/mansplaining let me tell you how this should be done sort of way) about the way the new carpet was going down and I reiterated that the carpet must be laid so that no unpainted woodwork is exposed. I did complain to the shop about the Fitters attitude. The fitter returned a week later with the cut and whipped finish carpet, a couple of hours later the shop owner arrived and explained that one piece of carpet didn’t quite meet the edge of the paint, I shrugged and said I’d accept that and get someone in to decorate it. Shortly after he appeared again to tell me that all the pieces for the lower stairs (the main staircase) were all too small. I was very annoyed, my spouse intervened and agreed with him that the shop would get a decorator in to fix the paintwork and they come back and lay the rest. My spouse had little input in this whole process. I think the shop should re cut the carpet or AiBU?

Did you get the carpet shop/ fitter to measure before you bought the carpet?

How odd. Surely the new carpet should be the same width as the old carpet?

I wouldn’t accept redecorating, you told them where you wanted the carpet to go to, they measured up, they measured up wrong, tell them they need to cut a new carpet.

It sounds like you did nothing wrong in this situation, as the shop sent someone out to measure up and you explained what you wanted. Presumably you were under the impression that the price they quoted was for more carpet than they ended up trying to fit? I would tell them they need to recut the whole thing or cancel the job and refund you so you can go get what you want from another shop.

It literally says she did in the OP?

I wouldn't accept redecorating. They need to cut the carpet to the correct size as requested.

I was very specific that the carpet must overlay the paintwork ...The fitter arrived as apponted to template the carpet ... and I reiterated that the carpet must be laid so that no unpainted woodwork is exposed

I do hope you've not already paid?

Clearly you couldn't have made what was required any more obvious, so failing to provide that is their fault and for them to fix

Yip they should, the last time we bought carpet it wasn't the length it was supposed to be. When the carpet fitter rolled it out he could tell and measured it. Called the shop who took it back and replaced a few days later with the correct length I'd ordered and paid for.

dont pay them unless they provide what you asked for. If you have paid a deposit get it back. Go some where else and leave a review for this company

Was it your measurements or did the shop come out and measure for you?

Thanks for all the replies. I was really feeling I was in the wrong and ganged up on. I specified everything at point of measuring up, its a pretty expensive carpet and because I have windey stairs, each step has its own template, this is where they went wrong, they come and measure, then send their contractor to cut the template, Idont believe he read their instructions, he went off in a huff, personally I think he should have apologised for his mistake, but he tried to put it on the fitter of the previous carpet! This is an established company, they are due to do 3 bedrooms in LVT for me, not now. Thanks again, Im going to try to get them to re cut it, but I can’t handle a batttle right now so fingers crossed. Cheers.

of course they recut it! and don't back down - you will be looking at this daily for decades! be strong!!

Measured first and returned to take templates, so no excuse.

I did pay 40% deposit, they have fitted half the carpet, it’s over 4 flights of stairs, half was ok, half is a few centimetres too narrow. Thanks

Thanks, I paid 40% deposit i think that’s standard in carpet industry. They have completed half the job, so difficult to get the other half done by another company.

Thanks, it was just a few centimetres too narrow on two flights of stairs,half done, half not. I emailed them back saying Im not satisfied fingers crossed.

I know! Established carpet/flooring company, such a basic mistake!

I cant imagine how they got it wrong. Surely it should measure the same from either side?

Sounds like the guy who came and measured was having a bad day, and not only took it out on you with the way he spoke to you, but also didn't do his job properly.

You say that you've already emailed the store, so I'm hoping that you pointed out that you told them you weren't happy with the fitter's attitude, he made a mess of measuring up, and you feel that you are being fobbed off with a poorly done job, and you are not happy to accept touch up painting, when you've paid a lot of money and made it clear what you wanted. If you don't get any joy direct from the store you ordered from, then I recommend contacting the CEO of the company with your complaint. Or if you struggle with things like this, then try using 'Resolver', as they talk you through how best to do it, and will help keep you on top of things, as your complaint progresses. Please DON'T let them fob you off OP! You've paid for a service, and that's what you should get. Oh, also, did you pay by credit card, as if so, that's another route you can take to get your money back if you're not happy with what they're offering.