The Carpet Centre

We had a carpet fitted on our stairs in January 2020, we were told at the time that we could expect the carpet to last twenty years. Sadly, in March 2021 we noticed that the carpet was coming off the stairs. We contacted the seller who explained that the fitting guarantee was only 12 months. I have never actually reviewed anything before, but I feel passionately in this case that we have received poor service in terms of the fitting quality. There are only two of us in the house so the carpet has not had heavy usage. I have contacted the company have not offered anything reasonable to resolve the issue. They said I could pay them to resolve the issue, however I do not believe this is good customer service, given the poor quality of the initial fitting, which lasted less than 15 months.

The companys response that this is a servicing matter, and drive and your tyres will need attention is not acceptable. Clearly, if this carpet had been doing high mileage and I have bought cheap types, and 5 years had passed, then I would expect to replace them. My issue is that with 2 people in the house, and for paying a premium above the other quotes, it is unacceptable for the carpet to last just over 1 year, and blaming a customer for what was an originally bad job, is not acceptable.

A £50 call out charge to inspect a poor fitting is also not acceptable, as I am not happy to write a blank cheque when the level of remedial work needed is unknown.

All in all, I have been left disappointed, and would suggest not using this company if you expect your new carpet to last longer than 12 months.