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Carpet company refusing to replace defective carpet

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  • 25-09-2018 9:25pm
    #1
    markew
    Registered Users Posts: 16 ✭


    We had a new carpet fitted and there was a very pronounced line at one end of the carpet which the sales person told us was a pole mark and would disappear after a couple of weeks. The mark is still there after six weeks but the company we bought the carpet from is refusing to replace the carpet and is still telling us the mark will go away.

    We want to get the carpet replaced or get a refund as soon as possible because if if the kids spill anything on the carpet the company may use that has grounds for not replacing it.

    Any advice on how to proceed in this situation?

    Cheers


Comments

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    #2
    CeilingFly
    Closed Accounts Posts: 3,378 ✭✭✭CeilingFly


    where's the defect?

    A bit of the piling is flattened? -

    If that's it then after a bit of wear and tear and vacuuming that will disappear.


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    #3
    markew
    Registered Users Posts: 16 ✭markew


    It's not some flattened piling and the sales person isn't sure what has caused the mark. His solution is that we engage with the manufacturer to get this resolved.


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    #4
    _Brian
    Registered Users Posts: 18,581 ✭✭✭✭_Brian


    Small claims court should cover this, it’s cheap to use and they will take your complaint more seriously


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    #5
    D3V!L
    Registered Users Posts: 2,953 ✭✭✭D3V!L


    Likely glue penetrating the carpet from the roll. Its usually cut off the carpet rather than used.


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    #6
    .......
    Closed Accounts Posts: 9,057 ✭✭✭.......


    markew wrote: »
    It's not some flattened piling and the sales person isn't sure what has caused the mark. His solution is that we engage with the manufacturer to get this resolved.

    Dear oh dear. You dont need to engage with the manufacturer, it is the retailer that you have the contract with.

    Rather than deal with someone who clearly doesnt know the rights of his customers, escalate the complaint above a mere sales person to a store manager.

    If you get no satisfaction from the manager, then use small claims, it will only cost you a few euro to lodge a complaint and the carpet company will be forced to respond.


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    #7
    markew
    Registered Users Posts: 16 ✭markew


    Thanks for the responses. A representative for the manufacturer came by yesterday and their comment was that the problem is easily avoided by visually inspecting the carpet before fitting and not using the end section if it has this mark. W're only talking about the last 18 inches of carpet. All they can do is file a report with the manufacturer so it feels like we are stuck in the middle of a dispute between the manufacturer and retailer about who should fix this.

    So going to start either a credit card chargeback or small claims process.


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    #8
    CeilingFly
    Closed Accounts Posts: 3,378 ✭✭✭CeilingFly


    So the manufacturer in their own expert opinion has said it has a fault.

    Then its extremely simple.

    Go to the store manager and tell them to fix it as you have proof that it is faulty.

    Be pleasant, accept that errors can be made and only if you don't get satisfaction suggest that you will look at the next step including small claims court.


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    #9
    .......
    Closed Accounts Posts: 9,057 ✭✭✭.......


    markew wrote: »
    ...it feels like we are stuck in the middle of a dispute between the manufacturer and retailer about who should fix this.

    No dispute, your contract is with the retailer. The retailer may go back to the manufacturer to recover HIS costs, but thats nothing to do with you.


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