Floor fitters haven't done a very nice job. Don't know what to do?

[whoopsiedaisydangle]

Today we had the floor fitters in to redo my bathroom and down stairs bathroom flooring,

I'm really disappointed. I've been waiting ages for the floors to be done and the edging looks really scruffy and there are big air bubbles.

They were meant to remove the old flooring (the lady in the shop said they had to do this so the adhesive on the new floor would stick down)
They didn't remove the old flooring. They stuck the new one on top?!

You can see some of the old flooring on the scruffy bits they have left behind the sink!

The lady in the shop also said that they would put sealant around the edging of the floor but they said they wouldn't do that yet because the floors would move?

We rang the shop and they said they would have to re fit the floor? I don't really want the same men coming back. It would be very awkward wouldn't it? they weren't that friendly anyway. I'm sure they would be even less friendly having to come back. I would feel very uncomfortable. I am a bit of a wuss with these things!

I don't know what to do. I feel like I've just waisted my money. I feel stupidly quite sad.

Please don’t settle for anything other than different fitters coming and re-doing the job, to the right standard. Don’t let the first fitter (or his wife!) back in your house. Keep complaining until you get what you paid for (or at least a full refund so you can go elsewhere and start again). Eventually you’ll hopefully find someone conscientious who will want to help you sort the problem out.
I don’t think compensation is an unreasonable request, considering all the extra time you’ve had to put in, but that can wait until your floors are sorted.

Shocking. I was going to say that you shouldn't settle for anything less than new fitters fixing it at carpet rights cost. What did CR think of the photos? Why did they originally say that they would fix it at their cost and have now gone back on that? That's the key issue.

Do not let this rest. Contact customer services or the CEOs office if you don't get a satisfactory resolution.

Shit like this makes me want to take them to task. I have very bad luck when it comes to purchases and usually have to contact customer services so am getting good at complaining! I'd happily help you put a written complaint together...I'm sure everyone would.

DH did our bathroom floor last year and put vinyl down. He had to take up the old floor and the put ply wood down to level the floor, before putting the new viny down.

Carpet right even told you what would need to happen! And it hasn't. Don't doubt yourself on that. You won't have imagined a whole load of information.

Ex regional manager for a large multinational vinyl flooring company here
You do NOT fit vinyl on top of old vinyl. Maybe try and find out who the manufacturer is and contact their helpline for advice

According to CarpetRight's T&Cs (www.carpetright.co.uk/terms-conditions#Fitting) the contract for fitting the floor is between you and the independent fitter. So CR might want to wash their hands of it and insist you chase the fitters.

Was it specified in your original contract that the fitters would remove the old flooring? What have you got in writing or email that specifies what was agreed?

Thanks everyone!

@dietstartsmonday that's really great! I'm going to wait till the baby goes to sleep for the night and write some emails and see if that gets us anywhere!

I will never ever be using carpet right ever again!

Honestly, after reading the reviews of Carpet Right, I’d go big guns on them. Trading standards and threaten with legal action until you get your money back. This isn’t a one off for them this is how Carpet Right operates. They’re sharks, they don’t give a shit about customer service.

I must say, I've only ever had good experiences with CR. Even helped us out work out if we could use some offcuts to carpet a room without buying more from them over a year later! Perhaps it's down to individual stores...but judging by the reviews perhaps not, perhaps we were just lucky.

Actually if it your contract is with the fitter I would be saying to CR that they had promised me a new floor and I haven't got a new floor, therefore refund. Also they sourced the fitter. Surely they are responsible for finding someone decent? Perhaps not. But let them feel your wrath. Just remember that you will get this fixed....it's just the painful journey. I'm always saying to my husband that the complaints process is such a waste of everyone's time, I wish we could just skip to the resolution!

I'm going to guess that Carpetright have told the fitters just to fit the new vinyl and they weren't expecting the old flooring to be there. Vinyl needs to hug the subfloor - it should need sticking down, etc, but it can't be put on top of old vinyl as every imperfection will show through, etc. I would go and sit in the showroom and refuse to move until you have been refunded in full. What a shower.

Shouldn't need sticking down

This has put me off using CarpetRight.

I never had a good feel about CR after visiting one of their showrooms years ago. I always use a local carpet shop that's run by a guy who does his own fitting. I agree with what has been said already, that you will get this sorted eventually if you stick to wanting new flooring, fitted properly by different fitters (and definitely don't touch anything yourself until it's resolved). Personally I hate the confrontation aspect, which puts me off having any jobs done in the house.

Currently at work, they rang my husband who is also at work saying they would give a £29 refund and get someone to come and 'fix' what's already been done.

Haven't really discussed it with husband properly as we won't see each other until we go pick the baby up.

I'm off for 5 days after today so I can go into carpet right tomorrow So sick of this now.

It easier to deal with these things in writing. You have a paper trail and you have the time to consider what you want to say.

Nightmare! I hope you can get it sorted soon.

29quid? That's just insulting. Presumable you spent a few hundred on the flier and fitting? Don't let up whoopsie they're taking the piss.