Help!! Carpet fitter has just stormed out. AIBU?

[whenskiesaregrey]

Sorry for rambling state of this post, I am a bit upset about the way I have just been spoken to. Also, sorry for the length of the post, I just want to include all the detail.

I ordered some carpet last week to be fitted today. It is a local small carpet shop, not part of a chain. They offer a 'free fitting service', but you pay 75% of the price in the shop, and the remainder once fitted. I presume this is because they sub-contract out the fitting. In my case this was £150 in the shop, and £50 once fitted. I have bought carpet and fitting from this shop before, and the fitting service wasn't great, but they said they were using a different company that day, so I gave them the benefit of the doubt and ordered from them again. In the shop, I mentioned the problems I had had last time (punctuality, not taking old carpet away) and asked for reassurance that the service would be better this time. I was assured it would be.

Carpet was due to be delivered at 9am. At half past 9, no-one had turned up, so I rang the shop asking where they were. I was told they had has a couple of problems this morning and only had one fitter on instead of two, and they might be able to fit me in a 2pm today. I can't do that time as DS has a party 2-4pm, and I work Wed-Fri, so this morning really was the only time this week that was suitable. I explained to the man on the phone that I has problems last time, and was told it would be better this time. So he said he would move some things around, and fit me in about 10am this morning.

At 10, two men arrived to fit the carpet. In the bedroom, the furniture we had left in there was a double bed, a wardrobe, and chester of drawers and two little side units. We had been told in the shop not to worry about moving any furniture out of the room, that they would move it around the room to fit it. DH had taken the mirrored doors off the wardrobe to make it lighter to move, and we had moved all of the other usual bedroom stuff out of the room. The chest of drawers were half empty, just had underwear in them. The bed still had the bedding on it because I didn't think it would make any difference. The little side units did have things in them, but they really are very small, so I thought they be okay. I am 27+ weeks pregnant with PGP, so it is a bit difficult to move things around.

He went to the bedroom and looked around and sighed. The said, you're going to need to get those clothes out of that wardrobe. There wasn't very much in there because we are getting new wardrobes, so it was just a few things to keep us going until the new stuff arrived. I said I would move it, but it shouldn't make much different to the weight. He said if he tried to move the wardrobe, it would collapse, which I said wasn't true as we have just decorated, and have been moving the wardrobe around so we could get to the walls. But I still carried on moving the clothes. He then started opening the drawers in the chest of drawers, which have my underwear etc in. I said the drawers are almost empty, so the underwear shoudn't make any difference to the weight. He then picked up the small unit and dragged it around the room in a way that the drawers all fell forward and the unit nearly tipped up. I said to him that I would move it if he was going to move it like that, and moved the other unit out of the room. He then said 'look love, I'm doing you a favour here, I could leave you to move it by yourself if you want'. By the point, the other lad had turned the double bed up on to its side and was leaning against the window. I said to the first lad that I understood that he has obviously had a busy morning and he didn't have much patience, but I had been waiting for the delivery too. He said 'no patience?! I shouldn't even be here. I'm not staying here and taking this. Do you want me to go'. I said to him if he wanted to go, he should go, but it's his job to fit the carpet. He shouted to the other lad, 'right, we're off', stormed down the stairs and got in the van. The other lad looked a bit sheepish, and I said 'so is he just going to go, leaving the bed on its side and all the furniture like that'. I am quite obviously pregnant, and DS was playing downstairs and shouting to me, so it was obvious that I would not be able to move the furniture back. He said he would have a word with him, but once he had got in the van, they drove off. So the bedroom is left with the very heavy oak double bed on its side, a unit in the middle of the floor, and they left the door open as they stormed out.

I rang the shop and explained that I thought the fitter was very rude, and what was going to happen now. He said that they had done me a favour by moving the other appointments round to fit me in at 10am, and they were wasting time on the phone at the moment, and other appointments needed to be done. He then said it is in my best interest to be flexible with the delivery time, because I wont get my £150 deposit back, because they have ordered the carpet. I then tried to reiterate how rude the fitter had been to me. Apparently the fitter had told the lad in the shop that I refused to move anything out of the room, and that is why he left. Now, if the shop had explained to us to make sure wardrobes were empty, drawers were empty etc, then we would have done it. We told them when we ordered it it was for a bedroom, so you would know the type of furniture would be in there. But we were told that we did not need to get any furniture out of the room, the fitters would work around it.

Was I being unreasonable to the fitter? Is it true I can't get my money back on the carpet? I don't want that fitter back in the house, he really was so horrible to me. I understand he has obviously had a busy day, and I said that to him, but at the end of the day, that isn't my fault and he shouldn't take it out on me. I also don't like the suggestion from the shop that they are doing me a favour by re-arranging the delivery for me, when I have paid for a carpet and fitting, and that is what I expected.

I am pretty upset at the moment, which is probably all pregnancy hormones. I got a bit upset on the phone to the shop, so he said he would ring me back 'when I had calmed down'. So I am waiting for them to call back now. Where do I stand?

Thank you if you read this far!!

pictish, 'However, they are NOT there to lug your furniture around for you! ... Surely to goodness you did not expect them to work around all that, or move it for you? The shop should not have told you that that would be ok - they are carpet fitters and fit carpets. They are not removal men as others have pointed out ... I cannot believe the shop told you it was ok to leave the room full of furniture!! It isn't!!'

You've proven the OP's point exactly, although I think your intention was to paint her as at fault; it's not her fault that she didn't move the furniture when she was told by the shop not to. Obviously the shop isn't communicating to the fitters what the shop has told customers to expect. Which is the shop's fault.

Exactly whenskiesaregrey.

Now, phone back and ask to speak to the manager. Explain about the posters, explain about what you were told and ask why therefore, it was a problem on that day.

You can also ask if they would have preferred you to have risked your pregnancy to move the items yourself.

Inform them that you want a full refund and are going to report them to trading standards for not providing the service they advertise.

You also want an apology from the guy who took out his bad day on you and the shop for taking the side of the fitter and not yours. It is appauling customer service and a disgusting way to treat a pregnant woman. What if you were a single mum who booked that shop so you didn't have to lug heavy furniture around whilst pregnant?

I cant believe anyone would expect furniture [and old carpet?] to be removed by fitters ? wow.

I got some new carpet recently, I emptied the room and pulled up the old carpet, it wouldnt occur to me to expect fitters to do that! and I have never seen a carpet shop that doesnt expect an empty bare room.

Also, I didn't stand there and watch them move stuff. When he said to me to move the clothes, I was in the process of doing. Also, I dragged one of the side units out. I didn't start emptying one of the drawers, but that was the only thing I didn't do. To be honest, if he had said to me I won't be able to do this without you doing x,y, and z, I would have tried my best to do what I could. I'm not the kind of person that wouldn't lower myself to help.

I would go into the shop actually.

Big pregnant bump out and in a loud voice complain about the fitters not shifting the furniture when it had been arranged.

Wait across the road until there are a few customers in.

A few puffs and ooooohs and clutching of your bump would work well.

...and you cant fit a carpet properly with large bits of furniture in the room.

Amber
READ THE OP

The shop advertises that the fitters remove old carpet and shift furniture.

Just because you haven't seen it, doesn't mean it doesn't exist!

I'd leave out the pregnancy stuff, TBH. The fitters shouldn't behave that way to ANY customer, and the shop's internal communication problems and false advertising likewise apply to all customers.

I think complaints like this, when there are so many factual elements and therefore they're relatively easy to argue, are best kept impersonal and non-emotional.

Of course I do think on a personal level, the service and behaviour here was particularly appalling. But I don't think it needs to come into the complaint; the fitters and shop are already so clearly in the wrong.

The issue is with the shop as it is them you have the contract with. Phone back and request to speak to the manager. You have a contract with them to supply and fit the carpet. If the carpet is at your house already I would suggest that you get another carpet fitter to fit it if you are not prepared to accept their fitters. It is normal to clear the room but if the shop has said it is okay not to do so then it becomes part of the terms of the contract so they cannot now say that is a reason not to do it. They have failed to complete the contract as agreed and need to remedy it. I suggest they send another carpet fitter or you get one but you must not pay any more money to them and follow up your complaint by letter outlining what you expect them to do.

AIBU to be cringing at suggestions of wailing to the shop about being pregant? Not their problem or concern. They've fucked up, whether the customer is pregnant or not.

I would take 'you don't have to move the furniture' as the room doesn't need to be totally empty but do as much as possible. I would have thought that was obvious but, obviously not. No wonder he was pissed of at turning up and being expected to haul about your knicker drawer and empty your wardrobe for you. But that's the shops fault for not spelling things out to people.

amber, have you not read the thread?
The shop offered to move furniture and take up the old carpet.
It's not that unusual. We ordered carpet on Friday and the shop gave us an invoice which says that the fitters will move furniture and take up carpets but are not insured so can't take any responsibility.

Haven't read it all as on the go but you can get your money back on debit card if it is a visa one. If you paid over phone distance selling act should apply

Wholly agree with whomovedmychocolate. The fact that they ADVERTISE this service means that they are contractually obliged to carry it out.

You have full grounds of complaint here. Please call back and quote whomovedmychocolate's post to them.

...obviously that 'lower myself' should have been in inverted commas!

Also, I appreciate that I do lack common sense. I will know for next time.

People still seem to be missing the point....the reason OP was expecting them to move the furniture is because they told her they would. And they did last time she bought from them. Why is that so hard for people to understand?

It is irrelevant what other people or other companies do, this is what she was expressly told by this company for this order. So that should be what she received.

OP have you spoken to them again yet?

Tbh, I wouldn't normally play the pregnancy card, but the OP has a room full of furniture and no carpet.

A good result would be quick response by the shop and bad bad publicity always seems to work fastest.

Of course they should not do this to anyone, and the OP's pregnancy just adds another layer. But the fact that the fitter though it acceptable to leave a pregnant woman's house in that state is atrocious. And it is worse than if she had not been pregnant, cause how can she be expected to return the bed to the floor?

OP, you DO NOT lack common sense! It's all the shop's fault. They are falsely advertising and advising customers.

I do agree that next time you need to spell out when making the arrangements EXACTLY what state the room should be in for the fitters. Explain to them what has happened here and say that obviously you want to be completely clear so it doesn't happen again.

But I repeat, you do not lack common sense and this is not your screw-up.

I'm astounded that people think you are being unreasonable.

You followed the instructions of the shop. You would have been willing to work with the fitter to make things easier for him under polite instruction.

You paid for a service that you have not received.

You have been shouted at in your own home (while pregnant ffs).

Call them back yourself (how insulting that THEY will ring you back when you have calmed down! As if they get to choose when you calm down or can put off dealing with a complaint under these circs -as you have not sworn or been overly aggressive-). demand the most senior manager and demand a refund.

Why are loads of people going on about clearing the room when the OP has said the company advertise the fact they don't ask you to?

I'd ring them back say you want the carpet, which you've paid for and get your own fitters in

Have to go and sort DS out for his party as he has been thoroughly neglected this morning!

Thank you all for your responses, and will be back on later.

Err yes I have read alll of the thread and am aware of what the shop told the OP, ok then my point is I wouldve thought it common sense to empty a room that is being carpetted? I wouldnt want someone else doing it anyway!

Would you not want to clean the room first? I washed the skirting boards before mine was fitted, that was obviously after id emptied it and removed the old flooring!

I also think the OP was off on a badfoot by moaning about previous bad service when she ordered her carpet TBH.

Whoever said about the 'added value' element of the advertised furniture and carpet removal is absolutely right.

The OP may have specifically chosen that company for those very reasons. It is daft to go on about how that's not what you'd usually expect when you have a carpet fitted.

MFI motherfun=ckinidiots left a double bed o its side in my hall way when I was heavily pregnant, I couln't get past it. I've never used them again.

Me too - I can't believe people coming on to say the OP "should have known" - why? how should she have known she had to move furniture?! The fitter was a tosser. He could simply have said I am sorry I can't do this job as I was under the impression the room would be cleared, clearly that was not your understanding so let's go downstairs and ring the shop together and see if we can sort anything out. It was his choice not to be reasonable.

Similar thing happened to me, I was at full term, due for C-section 2 days later. Fitter came in to lay carpet and flooring, said he had no time to lay flooring but did carpet, then had a look at other rooms he was to work on. Hummed and ahhed a bit, said he didn't like the look of the job so I said he really should take it up with the shop (with whom I had the contract of sale) - long story but the next day he laid the flooring, it was a total mess and had to be removed. All sorts of bullying behaviour then went on I had the shop manager screaming in my face after I came out of hospital, I took them to court and the defence? Apparently the fitter said he didn't want to do the job but I physically forced him to do it. I won the case and got a full refund.

Get your carpet or a refund and don't use them again. You don't need this stress.

whenskiesaregrey, where does the shop advertise that they fit for free and will move furniture? Get a copy of any ad in the back pages of the local press etc where it's mentioned. Get someone else to ring them (I'll do it if you like, just pm me their number) and ask for their email address. Then email them to ask them to give a rough estimate of cost for, say, a sitting room carpet costing for a room of 16 ft by 22 feet, including underlay. Add a couple of questions - whether they will remove the old carpet free of charge, what the cost of fitting is (play dumb here!) and whether they are able to move any of the furniture as you are in ill health and struggle to do so yourself.

Just remember not to send it from an email address which shows your real name/that on the card transaction with the shop!

Once you have the proof of service that you need contact Trading Standards. I wouldn't commit to speaking to the shop again until I'd gotten their advice, the shop sounds like a cowboy outfit to me.