It’s a shame I had to get so angry to get things sorted out. But here is the carpet, where it should be. The right one!
My dogs immediately started mucking about after the carpet was down. It’s a good job they like each other because my word they get hyper.
We went higher thanks to friends online who told me where to find the management and their contact details. I have the CEOs email address now but we went as high as Regional management. That worked!
A proper sincere apology, not scripted. A £125 refund, and they will be coming out (from a different store) to measure up my stairs. He mentioned that depending on the size of the stairs they’d “see what they can do” about the landing/upstairs hall too. I’m unsure if this means free, or not. But I am much happier with this solution than the “10% and that’s us being nice” that we had before.