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Carpetright - or wrong - beware of the variation in sheep wool


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I can only tell you all about my experience with Carpetright and you can reach your own conclusions.

 

 

When I moved, the carpets needed replacing so

 

 

I ordered a carpet from the samples in a Carpet right store on one of their 'crazy prices' promotions.

 

 

The house was empty when it was fitted.

When I saw it I know that it was not the carpet that I saw in the store and went straight in to tell them.

The sample was no longer available and it had been discontinued.

 

 

My complaint has been going on for over a year now.

I ordered a plain beige carpet and have one that is beige with lots of dark brown splodges.

Dark threads are continuing to come through as it wears. It looks permanently dirty.

 

 

Carpetright do not care about customer satisfaction and seem to get a buzz out of making customers upset and frustrated.

They sent an 'expert' who was employed by the carpet manufacturer who decided that there was no fault with the carpet,

ignoring my complaint that it was not the one I ordered.

 

 

Eventually the head of complaints a Mr Renouf listened to this aspect.

After some deliberation, he simply said that it was the carpet named on the invoice and showed me a photo of a 'sample board.'

I did not choose from this board.

 

 

More peculiarly he maintains that the colours in the carpet are due to variations in the colours of the sheep!

I put it to him that is he chose a beige wool mix suit from a shop from a swatch,

then returned the suit because it had dark threads randomly in the fabric, he would not be satisfied with this response!

I have not received a response from him.

 

Apparently I do not have a case because I cannot prove that this was not the carpet I chose.

Of course I can't. They destroyed the evidence.

 

 

On one of these forums I read a similar story of a customer going into Carpetright

and the manager shouted across to him ' you DID get the carpet you ordered.' .

..before he had even raised the subject. It seems I am not alone.

 

I tried to take the case through my credit card protection.

I was told that I had no evidence so they could not progress my complaint.

 

I have put it to them that the invoice says 'beige' not 'beige with dark brown/ black speckles.'

I have not had a response.

 

So I am just very unlucky that a few black sheep were in the flock used for my carpet!

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Are there pictures of the samples on their website? If there are then have look at the internet archive to see if there is still a copy of the old sample still cached there. If there is tak a good screenshot and then come back here.

 

https://archive.org/web/

 

For instance, here is a page from 1st Sept 2013 - https://web.archive.org/web/20130901153015/http://www.carpetright.co.uk/colour-brown-carpets.html?

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Thank you for the responses. I paid by credit card. I have been through the 'protection' that this is supposed to afford consumers. I have been told that I do no have a case because I have no evidence that this was not the same as the sample of carpet that I ordered from.

There are no records of the samples - my sister even tried by asking a shop in London. They could not be found. The manager of the store brought a sample from the roll from the warehouse to my house to show me that it was the same. He did not seem to realise that this was never in contention - of course it came from the roll - I had such offcuts myself.

I have dealt with 'ombudsman' before with other complaints and my experience is that they always side with the 'expert.'

I just find it quite extraordinary that the excuse finally given was that there was a natural variation in the colour' of sheeps' wool! To me it virtually admits that the carpet you see will not neccessarily be the same as the one you get.

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Hi lizzielaw

 

Are there any similar complaints regarding Carpetright and wrong description of carpets the same as yours on the internet?

 

Thank you for the responses. I paid by credit card. I have been through the 'protection' that this is supposed to afford consumers. I have been told that I do no have a case because I have no evidence that this was not the same as the sample of carpet that I ordered from.

There are no records of the samples - my sister even tried by asking a shop in London. They could not be found. The manager of the store brought a sample from the roll from the warehouse to my house to show me that it was the same. He did not seem to realise that this was never in contention - of course it came from the roll - I had such offcuts myself.

I have dealt with 'ombudsman' before with other complaints and my experience is that they always side with the 'expert.'

I just find it quite extraordinary that the excuse finally given was that there was a natural variation in the colour' of sheeps' wool! To me it virtually admits that the carpet you see will not neccessarily be the same as the one you get.

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Thank you for the responses. I paid by credit card. I have been through the 'protection' that this is supposed to afford consumers. I have been told that I do no have a case because I have no evidence that this was not the same as the sample of carpet that I ordered from.

There are no records of the samples - my sister even tried by asking a shop in London. They could not be found. The manager of the store brought a sample from the roll from the warehouse to my house to show me that it was the same. He did not seem to realise that this was never in contention - of course it came from the roll - I had such offcuts myself.

I have dealt with 'ombudsman' before with other complaints and my experience is that they always side with the 'expert.'

I just find it quite extraordinary that the excuse finally given was that there was a natural variation in the colour' of sheeps' wool! To me it virtually admits that the carpet you see will not neccessarily be the same as the one you get.

Did you look at the archive?

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Hi - I looked on the archive. The carpet I ordered was called 'dunelm'. There was no such carpet in the archive - it may not have been old enough, or it may have been a very short promotion.

There is another report on this site - the wrong carpet was delivered but it was noticed before it was fitted. The lady's complaint was that Carpetright were not being very quick at putting this right. I don't know what the outcome was. I don't know where else to look. I have posted this story on my facebook page - and been advised firstly to copy it onto the Carpetright facebook page and to tag Carpetright on my own facebook page.... 'if it isn't a joke!' It is no joke. I am living with it! I just want to see Mr Renouf in his beige suit with random dark splodges! ...I don't think I have ever heard of a sheep being described as 'beige' in colour.

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