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A fitter came to my house on the 20th of June.

Unfortunately, when he came to my house he did not have the LVT samples that I had requested from the Carpetright Ipswich store, in order to do colour matching.

I thought that was not professional of the store, but nevertheless, I decided to let this go.

 

On the 30th of June I made an order for a Carpet, LVT and fitting on a finance agreement.

 

At that time I did not realise that the carpet in question is out of stock and the customer advisor did not inform me of this. Otherwise, I definitely wouldn't have made the order as I would like to have flooring in my new house sooner.

 

I wish I had been informed of the 4 weeks turn around.

I had been hoping for a two-week turnaround (max).

 

On the date of my order I had been told by the person who did the paperwork that he would give me a ring the next day to arrange fitting dates.

I did not get the promised call on 1st July.

 

Monday 2nd July I followed up to try and get a fitting date and the person on the other line told me that it wouldn't be until the end of the month.

 

At which point I expressed my dissatisfaction as I had not known it would take so long, neither had I been told this at time of order.

 

The person on the other line said he would see what he can do to expedite the fitting.

 

He gave me a call the following day, but unfortunately, due to work commitments I missed the call and was not able to get back to the store until Friday 6th July.

 

On Friday 6th July I rang the store back and managed to secure a fitting date for the 19th of July.

 

However, I've been reviewing my Carpetright account online and I noticed that the carpet order is on hold because the carpet is (no stock). The store did not make this clear to me at the time of order that the carpet was not in stock.

 

My experience and cumulation of disappointments do not inspire confidence and I am concerned about further letdowns, which has led me to the decision to cancel my order

 

. I have a credit agreement with a cool of period of 14 days, which expires in 6 days.

 

This is a huge agreement to get into and a very big deal, as a result, I want to make sure that the service delivered is also to a good standard that I'm not going to regret.

 

Carpetright have point blank refused to cancel the order and yet attached is a term/condition that I feel they are in breach of.

 

I wonder what rights I have?

Carpetright terms and conditions.jpg

Edited by dx100uk
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Pers id cancel the hp agreement and walk away

You not even seem the produce yet and i bet the order was not signed on their premises negating a cancellation..

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Pers id cancel the hp agreement and walk away

You not even seem the produce yet and i bet the order was not signed on their premises negating a cancellation..

 

Thank you for responding. Unfortunately and stupidly of me, I made the order in Store. I didn't realise an online order would have better protections.

 

Hitachi have said if Carpetright refuse to cancel order, there's not much they can do, despite me being in their 14 day cool off period. I spoke to the Financial Services Ombusman and they said that can't be right, as the protection is there for a reason.

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hi and welcome, can you elaborate on what issue you require advice with?

 

Thank you for the welcome. Here's the background on my issue:

 

A measurer from Carpetright came to my house on the 30th of June.

Unfortunately, when he came to my house he did not have the LVT samples that I had requested from the Carpetright Ipswich store, in order to do colour matching.

I thought that was not professional of the store, but nevertheless, I decided to let this go.

 

On the 30th of June I made an order for a Carpet, LVT and fitting on a finance agreement.

 

At that time I did not realise that the carpet in question is out of stock and the customer advisor did not inform me of this. Otherwise, I definitely wouldn't have made the order as I would like to have flooring in my new house sooner.

 

I wish I had been informed of the 4 weeks turn around.

I had been hoping for a two-week turnaround (max).

 

On the date of my order I had been told by the person who did the paperwork that he would give me a ring the next day to arrange fitting dates.

I did not get the promised call on 1st July.

 

Monday 2nd July I followed up to try and get a fitting date and the person on the other line told me that it wouldn't be until the end of the month.

 

At which point I expressed my dissatisfaction as I had not known it would take so long, neither had I been told this at time of order.

 

The person on the other line said he would see what he can do to expedite the fitting.

 

He gave me a call the following day, but unfortunately, due to work commitments I missed the call and was not able to get back to the store until Friday 6th July.

 

On Friday 6th July I rang the store back and managed to secure a fitting date for the 19th of July.

 

However, I've been reviewing my Carpetright account online and I noticed that the carpet order is on hold because the carpet is (no stock). The store did not make this clear to me at the time of order that the carpet was not in stock.

 

My experience and cumulation of disappointments do not inspire confidence and I am concerned about further letdowns, which has led me to the decision to cancel my order

 

. I have a credit agreement with a cool of period of 14 days, which expires in 6 days.

 

This is a huge agreement to get into and a very big deal, as a result, I want to make sure that the service delivered is also to a good standard that I'm not going to regret.

 

Carpetright have point blank refused to cancel the order and yet attached is a term/condition that I feel they are in breach of.

 

I wonder what rights I have?

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you can cancel the finance

let CP argue the toss

simply write them a letter

its not even made yet so what loss..none

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Thanks for your help.

 

I’ve written the cancellation email through resolved to both CP and Hitachi.

 

If they insist on this order, I’ve been advised by someone not to be at my property on the day of delivery and fitting. I was wondering what you think?

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Dont do that. Just follow dx's advise and cut it before its made. Otherwise you wont have any kind of get out.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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resolver is useless!!

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Dont do that. Just follow dx's advise and cut it before its made. Otherwise you wont have any kind of get out.

 

Thanks a lot. So I need to cancel Hitachi agreement and what if Carpetright refuse to pay them back?

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You will have the right to withdraw from the agreement, without giving any reason, for a period of 14 days. To do so, please call our Customer Service Team on 0344 375 5500.

 

The 14 day period will begin on the day after you sign the agreement. You must then repay in full the amount borrowed within 30 days, and the agreement will be cancelled.

 

If we haven't heard from you after the 14 day period we'll assume you're happy with everything and you will be bound by the terms of your loan.

 

Inbound and outbound calls are recorded for training and monitoring purposes

 

 

https://www.hitachipersonalfinance.co.uk/faqs/

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You will have the right to withdraw from the agreement, without giving any reason, for a period of 14 days. To do so, please call our Customer Service Team on 0344 375 5500.

 

The 14 day period will begin on the day after you sign the agreement. You must then repay in full the amount borrowed within 30 days, and the agreement will be cancelled.

 

If we haven't heard from you after the 14 day period we'll assume you're happy with everything and you will be bound by the terms of your loan.

 

Inbound and outbound calls are recorded for training and monitoring purposes

 

 

Thanks for that.

 

Thank you, everyone, for all your responses. They are very encouraging and different to the types of responses I have received from Moneysavingexpert.

 

What if Carpet Right refuse to pay them back?

Edited by Girl22
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that's their problem!! not yours!!

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Not your concern..thats between CR and HF.....I doubt any advances have been issued as yet.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service

 

If you want advice on your thread please PM me a link to your thread

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Thanks again all for your support on this issue.

 

Apparently the store manager is due to contact me today to tell me they are not cancelling the order. I was told this by the customer car team when I rang them yesterday afternoon. Should I even bother picking up the call?

 

Assuming Hitachi agree to cancel the agreement today. Would it make sense to email the customer care team and c.c CEO to reiterate my complaint and let them know that I have cancelled the agreement.

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*Update*

 

I spoke to Hitachi and they have refused to cancel the agreement. However, they said I can withdraw from it and will have 30 days in which to pay them back their money.

 

I guess that's where Carpetright will refuse to pay them

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Cancellations and Returns

 

By purchasing over the internet or by telephone you are entering into a “Distance Contract”. In addition to your normal statutory rights as a consumer you also have the right to cancel the contract at any time up to 14 days after the date your order is delivered to you, or if you have ordered more than one item and they are delivered on different dates, 14 days after the date of the last delivery of your order.

 

This right does not apply to products that are made to your specifications. This includes floor coverings which have been cut from a roll to your specific order size. In respect of any sealed mattress, mattress protector, pillow or bedding, these have been sealed to both protect the goods and for health and hygiene reasons. Consequently, if they are unsealed after delivery then your right to cancel and return the goods lapses. You are under a duty to take reasonable care of the goods until the end of any cooling off period.

 

If your order has not been delivered and you wish to cancel your order Online; please log in to your account, go to My Orders and select the Cancel option, alternatively you can call our Customer Service Team on 0330 333 3444 or email to customer.services@carpetright.co.uk.

 

If your order has not been cut to your specification we will accept a cancellation and refund your money. If, however, the product has been cut to your specifications we will accept cancellation and deduct 20% of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price remnant in one of our stores. We will advise you of any such charge and you may then decide whether or not you wish to proceed to cancel the order. When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered.

 

If not you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Online; please log in to your account, go to My Enquiries, New Enquiry, or call our Customer Service Team on 0330 333 3444 or email to customer.services@carpetright.co.uk within 14 days of delivery.

 

If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge equal to the delivery charge for the product, except in respect of rugs purchased in store (this does not include online exclusive rugs), which may be returned without charge to your local Carpetright store. Alternatively, if you wish us to collect any rugs purchased in store, a charge will be made relative to the size and weight of the rug being returned. Details of charges are available from the Customer Service Team on 0330 333 3444.

 

Any refund of the purchase price in respect of returns, will be made after deducting the applicable collection charge. After this statutory fourteen day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory body.

 

https://www.carpetright.co.uk/terms-conditions#cancellations

We could do with some help from you.

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Irrelevant you still have 14 days to cancel the order.....Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods pursuant to the CRA 2015

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service

 

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make sure you are TELLING them and not asking them to cancel.

so, NOT I would like to cancel because...

 

but I HAVE cancelled using my rights under... and send a letter through the post as well as the emails. Inform your bank not to allow a DD to be activated.

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Thanks for picking this up. I’m at a loss and gave up.

 

The store manager claims the carpets are cut and in the store so they can’t cancel order and yet my online carpetright account still shows it as on hold (no stock).

 

I got the feeling he’s lying to me so I caved in and gave up trying to fight this.

I’m still unhappy and would appreciate advice.

 

I’ve called the store and spoken to the manager

. I recorded the conversation and asked him to confirm and also email confirmation that my carpet has been cut and delivered to store

. He said he will.

So will wait and see.

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" and yet my online carpetright account still shows it as on hold (no stock) "

 

Grab a screenshot with date

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service

 

If you want advice on your thread please PM me a link to your thread

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stop calling the store and if you phone anyone speak to head office.

PRint out that you cancelled the order within the cooling off period and that you arent having the carpet and you arent paying for something that isnt yours.

 

Remind whoever you talk to that they are being recorded and say that they should respond with the Consumer rights Act in mind and explain for the record why the law of the land doesn't apply to them.

 

I’ve called the store and spoken to the manager. I recorded the conversation and asked him to confirm and also email confirmation that my carpet has been cut and delivered to store. He said he will. So will wait and see.
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