Carpet cleaner has stained my carpet, BLUE!

[andanotherproblem]

I recently heard good reviews on a carpet cleaning spray from a reputable high street store, I purchased this last week. Yesterday I used this carpet cleaner - exactly as it says on the bottle and it has stained my carpet blue! My white carpet. I emailed this company and their response was:

’I hope this email finds you well. I’m sorry to hear you've had a disappointing experience. It’d be great if we could see Carpet in person as this is the best way for us to look for any faults and talk through possible refund or exchange options with you.

The quickest way to do this is by taking this along to your local Clothing and Home store along with your receipt, if you still have it. If you’ve bought an item from one of our external brands (like Joules), we’ll need your receipt or order confirmation so we can help further.’

I’m completely baffled by their response, do they expect me to take my whole carpet down to the store? Also to only offer a refund or exchange of the product, what am I supposed to do now?

That all makes very little sense, what has Joules got to do with it?’!
I can just imagine you struggling down to the store with an entire carpet under your arm …

Yes it doesn’t make sense to me, I will take a guess and assume they mean the actual carpet cleaner spray? Either way I can’t believe they think refunding me a couple of pounds is going to solve this situation

Aibu to expect at the very least they pay for someone to try fix it?

Next is the parent company of Joules.

Well what brand is it then?

It’s just an auto reply by the looks of it. The word carpet is stuck in the middle of the sentence, if you substitute ‘Jeans’ for example it makes a bit of sense.

M&S

I bought this from M&S

It reads like an automated response. Tweet marks & Spencer, that's often a good way to get hold of a human in customer service.

Did you test it in a hidden area? If not then I suspect you don't have a leg to stand on.

I thought you were always supposed to test before use.

I sprayed it in one spot before I sprayed all over the carpet, that spot is blue, regardless if the spot was hidden (wasn’t) my carpet is still blue, surely it’s their responsibility to fix it?

There’s always warnings on the back of products like this saying patch test in a hidden area first. If you haven’t followed those instructions it’s your own fault, it’s not their responsibility to fix it.

If you’d had an actual carpet cleaner company stain your carpet blue that would be a different matter, as it’s a service you’ve paid for. But with a product you’ve purchased and used yourself (without following the warnings/instructions on the label) it’s not their responsibility.

Also, I would assume taking a photo of the affected area would be enough, rather than the whole carpet. But still, at most you’ll get a refund.

Nope. You should have tested it first. I get that it's annoying but they tell you to test it to cover themselves for exactly this outcome.

They do need to see the problem before offering a solution, so no they don’t mean the spray, but obviously they don’t mean take the carpet to M&S.
Have you got before and after photos?

Are you saying you tested a spot, that went blue and then you sprayed the whole thing?

If you sprayed a small hidden spot and it went blue why on earth would you spray the rest of the carpet?

IANAL but if imagine that the warnings on the back that say 'test on an inconspicuous area' are designed to prevent any legal claims in cases like this.

If you make a fuss you may get a goodwill payment towards cleaning/ restoring/ replacing your carpet.