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Can't get refund from Floors-2-Go. No floor and no refund


mothership99
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Hi All,

 

Any advice about how to proceed would be brill please:

 

In short - showed their expert uneven floor, he said no problem, bought floor but not collected, their fitter said can't fit as floor too uneven, now can't get a refund out of them......

 

In detail -

 

Visited Floors-2-Go, chose flooring and advised that concrete sub floor has bad cracks and uneveness. Advised to get their 'surveyor' out as he was the 'expert' and could advise how much floor to buy and what to use to level the floor.

 

Surveyor came out advised to use 'levelling boards' as underlay, returned to shop and bought the amount recommended by surveyor along with underlay he advised and priced for.

 

**F2G advised me to not collect the floor as unused flooring can only be returned for 28 days following collection not payment**

 

Their recommended fitter came to see the room and measure it (despite being measured already by their expert). He said the floor was too uneven for the underlay we had paid for to work and that there would be bounce, soft spots and possibly creaks.

 

Returned to shop to advise them and asked for refund because if their expert surveyor had told us this we would have used local carpet shop instead. Shop agreed with us, blamed the surveyor and fillind in credit request as shops can only process £250 and bill is nearer £500. They have 10 day refund policy, now nearly a month later and no refund.

 

Head office say refund been approved by area manager but awaits director. Can't buy carpet until refund received. Meanwhile no carpet, no flooring, just cracked concrete floor, sub zero temperatures and begged borrowed and stolen mats and rugs.

 

What should I do?

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If you paid with a credit card contact your card provider and do a chargeback.

 

If you paid cash I would write to head office, send recorded and include details of your complaint. You can if you are prepared to follow it through head the letter 'Letter before action' which would make it a last chance letter before you goto the small claims court (which can be done online and is not as scarey as people think).

 

Either one of them options will make the company take an intrest in your complaint.

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