Purgatory. Groundhog day. And so on.
Yesterday (Monday 26th) the carpet was meant to be laid to finish off the living room following on from over a month of home improvement work. It’s pretty much done now, just a few little bits and bobs left to do such as re-hanging family photos and sewing some curtains.
But yesterday this happened …
The carpet was wrong
Yes, Carpetright ballsed up. After I was so complimentary about them too! My review of Carpetright which needs editing now I think.
I get that mistakes happen, but I cannot understand why no one checked the delivery against the order. The carpet that came sounded a similar name but was a country mile off what we wanted. I order “Kingswood aubergine stripe” what came was “Kingswood aubergine”. Even I could tell it wasn’t a stripe carpet before it was unrolled. I said to the lovely fitters (freelancers not Carpetright staff) that it was wrong, he was giving it a bit of banter…. “are you sure you don’t want a solid deep purple carpet? I reckon it’s lovely. Stripes are so last week aren’t they?” All with a smile on his face, he could see the colour drained from my face I think as as soon as he looked at me he went all serious. He phoned our local store – on speaker phone.
“Yeah hi it’s NAME with XYZ fitters. We are at NUMBER ROAD NAME and you’ve bodged it. You gave me the wrong carpet… its got the right name but it’s wrong. Their lounge is stripped of furniture, and we have done the underlay…” the reply was longer words for all the managers are at a meeting and can’t talk. The fitter is riled at that “so what happens when you folks get it wrong and all your managers are busy? That is useless to this customer isn’t it?!?” “Well that’s exactly what has happened here” mumbles the guy in the store. The call went on a bit.
The fitters are totally seeing my point of view. The poor sods look mega embarrassed. They ask should they fit the wrong one and we haggle with the store but are clear that this makes it non refundable and we would be stuck with it. Blokey looks at me and shakes his head “I don’t like it Julie. It’s too dark in this room, think about how it’s going to look with black leather sofas?”
Blokey is dead right… why take time choosing and getting samples and thinking about the colours of the stripes to match and compliment the decor and furniture to just settle for what I didn’t want?
The soonest possible date for the correct carpet is Friday. Apparently that’s them rushing it too, oh well excuse me for not curtseying and thanking you all for rushing! Until then it’s camping indoors for us.
And with all the lounge furniture in the kitchen we can’t even cook. We tried, we really did. We can’t just move everything back in to move it out and back again on Friday. I have an old back injury from pregnancy, where I actually got shorter by a few inches. I avoid unnecessary heavy lifting as it causes my legs to lose control/go dead a few hours later. How I wish that was an exaggeration. Blokey shouldn’t be moving anything, he’s just had an operation and wasn’t even meant to be driving yet, let alone moving stuff.
Yes, that's how we've been trying to cook.
I’ve heard the word sorry now but it’s so hollow. It feels scripted, said without feeling it’s just a meaningless word. It fixes nothing.
For all this hassle, living in chaos and numerous phone calls and even tweeting at them as they forget to tell me what’s going on.
Guess what the “gesture of goodwill” towards this balls up is? Perhaps the fitting fee refunded? Stairs getting done free with the “Kingswood aubergine” non stripe so it kind of matches the lounge? A reasonable discount to offset the need for takeaway dinners? Maybe the stripes at the remnant price they are going to flog the plain one at? Perhaps a rug off the shelves at the local branch? A hand written note with some chocolates and flowers? Nope!
£50…. 10% of the total order. Does this feel right to you readers?
No I certainly wouldn’t have accepted that. And are they replacing the underlay as that will move about with no carpet on the top.
I can understand the mess up, especially as lots of names are shortened, but I would have been fuming too. I think that 10% is pretty standard. It is all I got from Dell when they messed up my PC. I hope that it is laid today
Oh my life, what an absolute faff! I hope it rectifies itself quickly but 1) those fitters seemed like absolute babes, well done on them not trying to pressure you into something you didn’t want and 2) £50 is an awful compensation for such a massive upheaval in your life…you could have hurt yourself trying to get into those cupboards!
Sara | This Girl Loves
I completely get why you would be annoyed, I know I would be.
I do think that 10% is a standard as Jen says though. I know you have circumstances that prevent you from moving the things back to the living room but it is still possible to do so they’re probably not going to think additional compensation for takeaways etc is necessary. Not saying that’s right at all but just that that’s how they’ve probably figured it out.
So sorry you’re having the stress of this and I hope you’re sat with your feet up looking at your new carpet right now x x
It’s a complete pain and I wouldn’t want to be in your shoes, but it’s sods law that these things do happen every now and again. 10% doesn’t sound very good, but what are your alternatives? Cancel the order? Then you are back to square one… Not good.
What a total nightmare – definitely not a good enough response from them for the absolute inconvenience you are going through.
How awful! They could have done something better for you than that and an instant, sincere apology should have happened!
oh no what a nightmare. I have to say we have not had a problem with CarpetRight in the past, however, it really doesn’t sound like fair compensation for the trouble it has put you too.
Makes me so angry that so many companies these days think it is acceptable to just pass on a sorry through a sales member for disrupting your entire routine.
I hope you get compensated and do not have to live in turmoil for too much longer.
10% seems standard, but they could have added the human touch by writing to you and throwing in an extra.
My hubby is a carpet fitter and once did some work for the company – it happens a lot. 10% is not good enough!
£50 is bang out of order. I’m appalled. So how has it gone when they returned today?
What an absolute balls up! I hope when the carpet does arrive, it comes with an extra measure of sorry in some shape or form.
Companies do make mistakes, but they should have made sure you were adequately compensated for the massive inconvenience. £50 is nowhere near enough.
This is major inconvienience. I hope you get offered more than £50 off!! Cooking in that kitchen is also unsafe so you need to be compensated for that too!!
Nope I don’t think so…It is so hard to keep sane when things don’t go the way they suppose to…I just finish renovating so i totally understand.
What a nightmare. I’d be well pissed off. In fact I’d probable tellthem to stick their carpet and go and buy it from someone else!
I am so sorry things got messed I hope you have anice new correct carpet soon.
Oh no what a mess. I feel your pain right now as we’re in a right mess too, for different reasons… all our loft stuff is downstairs – it’s no fun is it? The stress they have caused I would’ve thought deserved more in compensation I would’ve thought!
They can give you more compensation than that – kick up a big fuss – tweet this blog post to them and if all else fails go to the MD!
It doesn’t seem like a fair deal to me. I feel for you. I bet I would totally loose it with delays like this.
Eek! What a nightmare. You would think they would check the carpet better before attempting to install. £50 doesn’t sound good enough to me x