Would you accept this? (Carpet pic)

[kumquattish]

We had 3-ply 100% wool looped carpet installed 3 months ago. Its this one https://www.burts.co.uk/product/snow-white-3644?gclid=CjwKCAjwkWVBhBZEiwAUHQCmVmJY5WkhglF7CM4EbvLtxH2aqPH08kUMcLXLsPOacu8OhhZnQH0yhoCu6IQAvDBwE

It's meant to be hard-wearing, but very quickly it started pilling badly. We don't wear shoes inside, and we use a vacuum without a beater brush.

The carpet company is trying to say it's user error but we had a similar carpet installed in our old house and this didn't happen. I attach a photo of the pilling.

The company is suggesting they come round with a 'shearing machine' to shear off the pilling. But I'm worried it will just happen again. Has this happened to anyone else? What resolved it? The company is clearly trying to get me to accept it's my fault and move on. Should I?

Thank you!

Wool carpet is a bastard for 'shedding'. It needs LOTS of hoovering to keep it looking good until it gets over itself!

is it actually piling though? (Not coming up with the hoover). Because that is an issue.

you say you don't wear shoes in the house, but is anyone wearing rubbed bottomed slippers or non slip socks with rubber on the bottom??

That looks dreadful for only 3 months' wear and it's not a cheap carpet!

Any guarantee with it?

I would agree to them coming to rectify, but with the caveat that if it gets worse you can still go back to them

Oh & do you have pets?

It's not fluff, it's pilling. The bits don't come off with hoovering - I've been pulling them off to make it look less dreadful.

No-one wears any shoes inside. It's just socks!

No pets!

I’ve had the whole house done in wool Berber since January. The rooms are different piles because I buy end of rolls cheap, one has big loops, one medium and the rest tight like this. None of them have gone like this.

the big looped one is fluffy, but hoovering does pick up the shed.

I should clarify that photo is after 6 weeks' use, not 3 months. I first contacted the carpet shop 3 months ago, but they told me to let it settle. It hasn't 'settled'...

Do we think £30 per sqm is a decent price, at which this sort of problem shouldn't happen?

I wouldn't put up with that after spending so much money, no.

Will the shearing help?

Bump in case anyone else has insight

Have you got a good underlay ?

makes a massive difference to this sort of carpet

We have this style carpet in our whole upstairs it's 50/50 wool and currently retailing for £25 per meter.

We have 2 kids, no pets, and hoover once a week. It's over 5 years old and not really piling at all.

@kegofcoffee oh man, yours looks beautiful. Ours looked like that for a week 😞

Have you tried contacting the carpet manufacturer? Maybe with the fitter/supplier in cc.

Did you pay by credit card? Could you try and do a charge back?

I definitely wouldn't be putting up with that happening to my carpet. Especially if it was sold as hard wearing and comes with a 10 year warranty

The independent carpet company that I bought from is coming to do the shearing thing. They've said because it's occurred in all the rooms, it must be user error rather than a bad batch, but they're willing to try shearing to resolve the issue. I feel like if I keep pushing, they will get tough and say no at some point. I paid for the carpet by card, though I did pay the installers in cash as instructed by the company.

It looks like it's in a very poor condition considering it's new -- and they're pulling a fast one trying to claim its 'user error'. I think they'd struggle to prove this.

You need to decide what you want them to do.

Try the shearing?
Ask them to replace the carpets?

You have protection if you paid with a credit card, and there is also the small claims court if the seller won't co-operate.

but I suppose I'd lose the amount I paid to the installers in cash?

I think I'd find it difficult to refuse the shearing, so perhaps I'll let them do that and see how it fares. Would there be a time limit on claiming via my credit card (master card)?

I'd ideally like them to replace the carpet with something that won't do this. So a different brand. But how would I know if it's definitely not going to happen again?

User error???

You been walking on it, haven't you?

We tie pillows to our feet when walking on carpets to avoid this sort of problem, although I do feel a bit foolish in Marks when shopping, and I sometimes trip people up. 🙄

Thanks for everyone's replies. The shop has agreed to replace the carpet with another brand. I'm very worried this will happen again though.

On the off chance the issue was at our end, it must have been the vacuum. We have a Miele (Miele Blizzard CX1 PowerLine_BL Cylinder Vacuum Cleaner) which is not an upright and doesn't have a beater bar. Does anyone who owns a Miele know if there's anything you're not supposed to do when vacuuming a looped carpet? For example, there's a brush thing that you can press down - maybe we're not supposed to do that?

I'm pleased your carpet is being replaced but you definitely shouldn't have the brush down on your miele. I vacuumed once with it down on our looped rug and the same thing happened!

@Happydays321 thanks for this. But it's not a 'beater bar', it's just a brush. What's it for then? Wood?

I should clarify these loops are very tight, so not like those loosely looped rugs you get (which we also have one of, and are very careful with when vacuuming).