* Prices may differ from that shown
My wife and I had carpets fitted throughout our new house in Chipping Norton at the beginning of September after having just had all of the rooms decorated. We ordered the carpets from the Banbury store.
We only saw the fitter as he was laying the gripper rods, and paid him in cash then we left. I briefly checked that we actually did have carpets once he was finished (he'd gone), then I left for my in-laws house near Newbury.
We have a 5 month old son, and my wife had just started a new job in Woking, so staying in the house in Chippy with no furniture was not an option. We went to stay at my in-laws house to wait for out belongings to be delivered after being in storage about 2 weeks later.
Mid-September we let the removals men in to deliver our belongings with my wife supervising. About a week later we started unpacking and it was only then that we started noticing the marks on the walls. In pretty much every room there was a scrape down at least one wall from the carpet roll having been clearly thrown into it with no regard for the paintwork. The worst mark was about 2 metres long down one wall, hitting another at the corner of the room.
Spoke with the very unhelpful manager at the Banbury store, Andy Barber, who claims he can't do anything about it because other things could have happened over the four weeks it's been since the carpets were fitted. He basically washed his hands of us because it's been four weeks. One of the first things he said was "well it was a one man job and the carpets are quite heavy" then quickly back-tracked and accused myself, my wife, or one of the other trades of marking walls. (the marks clearly match the underside of the carpets remnants we have) and could not have been made by anything else.
I am attempting to take this further by bypassing the store manager and taking this up with head office as I was completely stonewalled by the "manager" at the Banbury store. I doubt I will get anywhere if this is the level of customer service I can expect.
Avoid like the plague, or watch them like a hawk when they are fitting. Alternatively, go to a local small business, maybe pay a bit more, and get it done professionally by someone who takes pride in what they do and does a good job.
When I came to write this review I couldn't help but see how low this shop has scored and so I read through some of the reviews and am really surprised by the poor service people experienced. Our experience was a good one but I think it does show that it will depend upon your own store and the staff they have in during the day. Perhaps we were just lucky.
We decided we should get a new carpet for our bedroom. I have been putting it off for a while because I am quite a clean 'freak' and the thought of having everything removed from our bedroom and the chaos it would cause really put me off. I was persuaded to at least look at carpets and get a price so that I could decide once I was ready to go ahead with it so we went to look at some local carpet shops. We went to one in which we got a price for a rather cheap carpet and we came away feeling a bit confused and as though the man in the shop had just chosen to give us that carpet as it was in stock. It felt like he was persuading us to buy this specific one and not one that we actually were interested in and I didn't like that pressure so we then headed to the next store. This was Carpet Right. I had never even seen it before it was in our local retail park and it was actually a really big shop with a bed section in too!
When we first walked into the shop we were really overwhelmed with choice! The first section of the shop had tables with various carpet samples on in many different colours. They had basic prices worked out on them so you could get a guide price, this was set out for three measurements; a small room, medium room and large room so it was useful to see the prices like this although it didn't include fitting or underlay so we had to bare that in mind. The prices varied massively but it was hard to see why just by looking, many claimed to have 15 year guarantees or a special stain resistance and the ability to use bleach on them, some were twist, we really didn't know what it all meant and what we should go for. At the back of the shop were huge rolls of carpets with prices pinned to them. I think we looked very lost as a shop assistant came over to us and asked if we needed help. He wasn't the kind of person who forced himself upon us and he didn't leap on us straight away and I appreciated that, I really dislike feeling as though I am being pressurised into something.
We told him what we were looking for which was a good quality carpet. I wanted something which would last as the thought of having to get a new carpet again within a few years was not appealing. It had to be stain resistant thanks to having a small child who likes to spill things and it had to be nice and soft to touch. He showed us over to a set of carpets on the sample tables and explained that there were three sets; a good, better and best and they were the kind of carpet we were looking for. He explained that we didn't want deep pile else it would gather crumbs and we would end up hoovering it so much it would soon flatten, he showed us the differences between the three types of carpet and so we decided we would go for the middle option. We then had to choose a colour, we wanted something neutral, a stone/beige type colour and there were about 7 different shades! We narrowed it down to 3 and then lay them out next to each other so we could compare them and then decide which one we wanted. It all seemed to be coming together!
Then came the complicated task of choosing underlay. I hadn't even known what underlay was! How were we meant to choose which one to have? As far as I was concerned you couldn't see it under the carpet so why buy an expensive one? But the man explained how it helped the carpet to wear and how it would feel different underfoot. Instead of us just feeling the underlay samples by hand he lay them on the floor and put the samples of carpet on top and we were able to walk on them and get a feel for how bouncy they were. He didn't tell us which quality underlay was under which one so we wouldn't be biased. We chose the one we preferred and it was actually the second best (not the best surprisingly!) and I really appreciated this, it was so nice to choose something without having the most expensive option thrust upon us. Then came the pricing! We gave him the measurements of our room as we had already measured it and he allowed another few inches either end just in case and then calculated us a price.
The price... was not right!
The price we had in mind was £400 for it all, the previous shop had quoted us £380 but we knew that that was not a very good carpet but we had it as a ball park figure. The assistant calculated the price and it came up as £575. This was way above what we were expecting and I think it showed! He tried to explain that the carpet was a very good quality, you could put bleach on it, it had a good guarantee, the price included two men coming to fit it, grippers, the underlay and the men moving 5 items of furniture (we could pay an extra £20 have them take the old carpet up if we wished...) my husband seemed to then go quiet and leave it to me to negotiate! I have never negotiated in my life but I really couldn't pay that price. I told him it was way above our budget and when he asked what it was I showed him the quote from the other company. He went away and said he would see what he could do. He came back a few minutes later and the quote was suddenly £500, somehow he had knocked off £75 just like that. It was still above budget though and so I said we would have to leave it, instead of him insisting we took it or that he throw something else in he was really nice and not pushy, just said he would speak to his manager again. He didn't make me feel under pressure to take his next offer or anything and when he returned he said they could do it for us for £450 and that was the lowest he could go. I accepted, shook his hand and off we went to book in the delivery! I was amazed that the price could be lowered by £125 just because I said we couldn't afford it. It does make me wonder how much profit they make on each carpet if they can drop it like that and I'm glad I didn't just walk away or pay the original price! In my opinion £450 for a very good quality carpet, that can be bleached, which is twist, in a shade of my choice, fitted by two men and having the fitters help move furniture is a very good price oh and with decent underlay too.
We arranged fitting that day. He said it would depend upon availability and so I was expecting that it could be a few weeks until it was ready. I was surprised when he said the following Friday which was just under a week away! He said we wouldn't know until the day what time it would be fitted, they would ring us up between 9am and 10am and tell us if we were morning or afternoon. We paid £390 to Carpet Right and then had to pay the rest of the balance to the carpet men when they came. We were given the guarantee for the bleach resistance which we had to get the carpet men to fill in too. The night before we moved most of the furniture out and then in the morning waited for the phone call. At 10:05 (so slightly late!) we got a phone call to say they were loading up the van and we were going to be the second fitting of the day so to expect them around midday. They came at 1 which I know isn't on time but at least it is more accurate a time than when you are just told vaguely 'afternoon' so it didn't really matter that we had to wait. The men were very friendly and polite. They helped to move the furniture out of the bedroom, accepted a drink and then got on with it. We kept out of their way and within about an hour they had finished. They offered to hoover up for us and helped us to move furniture back into the room before leaving. I was really pleased with them, they had worked well and didn't seem to sit around or anything but just got on with the job.
We have had the carpet for 6 weeks now and haven't had any spillages so we haven't been able to test the bleach thing yet so maybe I will update this review when we will and I really hope it works! The carpet looks great in our room I am glad we had laid them out side by side as I think we got the shade just right and maybe we would have chosen a different shade if we hadn't have done that. It feels really nice under foot, the combination of a good carpet and good underlay is really clear. I love stepping out of bed and feeling soft, spongy carpet it is really nice. It makes such a difference to the room, just having a nice fresh clean carpet makes it look as though it has had a big make over. It has been fitted well, it doesn't have any ridges in it and fits up against the wall perfectly. I am really pleased with our purchase, I found the staff member to have been really useful, he had steered us towards what we would benefit from after having listened to our requirements and hadn't put us under any pressure to sell unlike the man in the other shop. He had helped to get the price down for us without it feeling awkward and embarrassing and the fitting process had all gone really well. I am pleased with it all and know when we need another new carpet we will go back to this shop.
Had a misfortune of visiting CarpetRight and of ordering a mattress.
Within a week we found a much better bargain at a different establishment, so we visited the store exaclt a week after purchase expressing an intent to cancel our order.
The salesman mentioned that it would not be possible and led us to his store manager.
The store manager showed us a "cancellation policy on reverse of the invoice"... which effectively stated that they accept a cancellation only in case of breach of contract and since they incur increasing cost with passing time, cancellations may attract a charge. The store manager mentioned that he would forward our request to head office and leave it at their discretion.
2 days later I received a call from the manager stating they can cancel the order forfeiting 20% of the amount which is towards recompensing the supplier for his logistical arrangements since the mattress had already left his warehouse.
Interestingly there was no attempted delivery of the mattress, so obviously it was a clear malafide intent of CarpetRight to do away with customer's money.
I raised several queries on their website to enquire why a statutory cooling off period was not offered though my request for cancellation was received in 8 calendar days, and no logistical charge had been incurred directly towards me. Finally after 3rd day of pestering them, they confirmed that they have sent a postal mail to me explaining the cancellation charges.
I am at loss to understand how such an unscrupulous establishment can be left to operate in this country!!
I know that sometimes things can go wrong, there can be delays with orders and that's just part of life. What is really bad is the fact that when things go wrong with Carpetright, there is absolutely nowhere to turn, and this seems to happen quite a lot from what I have seen reading many online reviews.
I purchased a bed and mattress from carpetright, costing £1500, and I am still waiting for a delivery date after waiting more that 5 weeks. Delivery is supposed to take 21 to 28 days and at the time of purchase this was fine as we were decorating. At the end of the 28 days we had finished decorating and had disposed of our old bed. After numerous phone calls to the store where we purchased the bed (Carpetright York) we were told that they could not give us a delivery date but they would get the distribution warehouse to contact us. Every time we ring the store they sound surprised that we still have no delivery date but 40 days after our order and we are still waiting!
What makes it worse is the fact that no one gives any reason for a delay, they tell us that our order is ready to be dispatched, but yet it never arrives.
I was shocked to see such bad reviews for Carpet Right from a number of your reviewers, and very sorry that they received such poor service because my experience has been so very different.
Carpet Right in the Parc Tawe branch in Swansea has been amazing. I popped into three Carpet Right stores in Swansea before beginning extensive house renovations. However, the Parc Tawe branch is the nearest to my home, and not only do they have a wide selection at a range of prices, but the service from Ian, the manager, and Chris is outstanding.
Initially, when starting to look for carpet, I was rather at a loss because of having to purchase flooring for the whole house on a limited budget. I found other carpet companies lost interest in talking to me when this was known but these staff at Carpet Right in Parc Tawe were willing to spend time with me, and provided extremely thorough and helpful advice - and I am delighted with the result.
However, Carpet Right staff have gone 'over and above' what should normally be expected for good customer service. My house renovation took rather a lot longer than anticipated, and the vinyl that I had selected had become discontinued. The manager said he would try to find stock in other stores. Whilst I was there, he phoned all the Swansea and Swansea outskirts branches, but as it was quite late in the day, he couldn't ring Head Office. After a lot of effort, it was tracked to another part of the country. Once it got to Cardiff, terrific teamwork was then shown between the South Wales branch managers in order to get the vinyl to me quickly, and with Ian's coordination the vinyl has been transported via approximately four South Wales branches. Talk about team work - an absolutely outstanding service!
I cannot speak highly enough of the friendliness, helpfulness and overall service I have received from Carpet Right and particularly the Parc Tawe branch, and hope that other people will be as lucky as me in the future.
DO NOT TOUCH CARPETRIGHT WITH A BARGEPOLE!
I have no carpet and no refund.
I paid nearly £600 to Carpetright at Laira bridge, Plymouth for a carpet. Due to finding woodworm and also a family bereavement, I had to delay the fitting date, which Carpetright said was no problem. When I asked for the carpet, they said that their computer said it was delivered and fitted on the original date. I showed my receipt and asked for a receipt, delivery note or signature from them - they couldn't care less. I asked them to question or name the imaginary carpet fitter or delivery drive - they couldn't care less. i visited repeatedly, telephone repeatedly and wrote again and again - they couldn't care less.
At the moment I have no carpet (never had), and they will not give me back my money. Their attitude is disgraceful. I am just a minor inconvenience, I have no rights and am no threat to them, so they can just fob me off.
Please do not use them or you may also be treated like dirt.
Following an insurance claim for water damage, to my downstairs flooring, I went to carpetright to look at the vinyl flooring, as the insurance company had paid out, I just needed to make sure the colour looked right for the house, the obvious question of have you a brouchure was met with " no we dont have brochure's" I then asked if I take could take a small sample home so I could see if it looked right in the house (the insurance had paid £1000, so I wanted it to look nice) to my astonishment I was told I would have to pay a £20 deposit for each indivdual sample, each measuring no more than 24cmx24cm, which had to returned the next day or lose the deposit. I contacted four flooring retailers to see if this was common practice, it is not.The following week I bought my flooring at a local shop that was helpful and cheaper. gave me samples and brochures all of which I returned when I bought thier products plus I passed on to friends a good recommedation. carpetright has lost sight of what they are supposed to do i,e sell flooring to the paying public.
My parents bought new carpet fitted throughout their bungalow from CarpetRight in Redhill in Surrey.
Within 4 months of fitting the carpet is showing signs of wear, visible and to the touch. There is only the 2 of them, both in their 70s and have both had hip replacement ops so not very mobile about the house.
Obviously this is not right, carpet shouldnt wear as this has.
They have complained to Redhill branch who sent out someone out to examine. He agreed that the carpet was showing signs of wear and would report to Head Office.
A letter has been received from CarpetRight customer service dept Ref 414368 . It talks about shedding of loose fibre in carpets being normal, but surely not to the point where it is showing signs of wear in 4 months.
I feel that they have grounds for replacement/compensation as the carpet is obviouisly poor quality,not fit for purpose and hasnt lasted a reasonable length of time.
Not looking forward to going back and forth round the houses and being fobbed off by CarpetRight Customer Services .
I recently had my hall/stairs/ landing and lounge fitted by carpetright in st albans retail park, i am absolutly over the moon with the whole experience it has been fantastic, i purchased a carpet called super regent twist and new underlay, the man in the shop (matt) who i first spoke too advised me of every step of the process and he even came to my house to measure the area for the right sizes. 3 DAYS after i ordered i got a call to say my carpet was in and ready for fitting which was done last saturday 6 DAYS from the date if ordering, the fitters were fantastic they moved my sofa and cleaned up after themselves and even HOOVERED after they were finished. The cherry on the im icing came when matt from the store called me in sunday and asked if everyting went well to which i repiled i was delighted, moral of the story is you get what you pay for and if you show the shop courtesy they will show it back as they did for me. I would highly recommend this store to anyone of my friend/family knowing they will do a goid job.... WELL DONE carpetright st alblans
I went to my local Carpet Right in Castle Bromwich. I measured my room and it was 4m by 3m (after rounding up to the nearest metre = total of 12 sq m). I went there and there was a carpet called Nordic Berber Sand Rib which had 66% off (plus another 10%off) so it was £8.52 per sq m and I chose some underlay for £4.99 per sq m. I also needed gripper rods, a z bar and fitting.
I worked out the carpet and underlay should have come to £161.88, so I was expecting to pay around 190 in total, or £200 max. Then he did some calculations and told me the total was £242.00!! I asked the man how he had worked this all out and if I could have a copy of the calculations he did, and he became hostile and said to me "The carpet only comes in a 13ft feet roll which is beyond my control. There is nothing I can do." I told him that I was going to look elsewhere and left. So he wanted to charge me for two extra feet as my bedroom is only 11ft long.
I then went to a small carpet shop by where my mum lives on her recommendation. In the shop window he had a sign which said "free fitting", which put things off to a good start. To be fair he did not have as wide a choice of carpets, but I found one that matched my room perfectly. It had a nice swirl pattern, which the Nordic Berber did not. It actually looked more expensive than the Nordic Berber. It was £11.99 per sq m but the man was selling it on sale for £6.00 per sq m. I told him that I needed underlay, gripper rods and a z bar to connect the carpet under the doorway to the laminate floor in the hallway. The final price was £110!! I had to pay an extra £20 as my Mum lives quite a way from me, so he said I wold have to pay for the delivery as it was out of his usual area. I did not mind one bit! Even with paying for the delivery I still saved £112.00!!
Carpet Right are thieves! A lot of the carpets are overpriced and then they make out they are on 'sale' to get you thinking you have saved a packet, when it fact the sale price is what the carpet was worth in the first place. They charge you for fitting and everything else. I think if you spend over £100 the fitting should be free. They were also dishonest as the man who served me refused to show me how he had calculated the figures. I would never ever go to them ever again. Cowboys!!
Further to my review last May, I am pleased to say that the problem we had with our 2 and a half year stair/hall/landing carpet has now been successfully resolved. We were contacted by Customer relations after my report and asked to send a sample of the carpet for testing. We took a small sample into our local branch and just a couple of weeks ago received a letter stating that we were being given the benefit of the doubt as the carpet had proved to be "marginal" in its passing the quality tests.We were also informed that our underlay may have been partly to blame but it was put down by Carpetright about 5 years ago.
We have now had a brand new carpet replacing all of the faulty one , free of charge, and fitted free and we are very pleased with it.Well done Carpetright, we may well be shopping with you again, after all.
Avoid Carpet Right, Purley Way at all costs. They have failed to deliver my goods as promised after 5 weeks. I've had many excuses, lies, false promises. I was promised a delivery date, then found out this was cancelled since ''the customer refused delivery'' - an outright lie, since I've been telephoning them repeatedly asking for my goods. When they finally delivered my beds, we found not one but two damaged beds in an appalling condition (black, filthy). They refused to offer a refund and promised to deliver replacement goods urgently (within a week) but then failed to do so. The delivery company denies knowledge of this ''expedited delivery'' and told me that in fact goods are still not in warehouse, and at any rate are to be delivered to a previous address not the delivery address! Carpet Right keep sending you around in circles telling you they can't schedule a delivery you need to liaise with the delivery company Night Freight, then Night Freight tells you that in fact you need to sort it out with Carpet Right. I've spent a lot of time and money on the phone with Carpet Right over the past five weeks trying to get what I paid for. They have refused to give me a refund, and say they will ''delivery my goods whenever'' and I just have to accept it! Every person you speak to at the office has a different excuse or line to give you and they never know what you were told before because they don't bother to write it down. There is no customer service officer to complain to at the branch and the manager is usually ''out of office'' when you ask to speak to him. The customer service department at Head Office is just as useless. I was told initially I would get a refund in 7 working days, but they couldn't process until 3 days from now as their system was down. Customer Service then informed me that the manager declined the refund as they offered to replace the damaged goods - irregardless of the fact that they reneged on their promise of expedited delivery within a week to make amends for their terrible service. I'm still waiting to hear about my ''estimated delivery date'' and whether it will materialize in this lifetime! They have absolutely refused to give me a refund and I am taking this matter to Consumer Affairs. The level of customer service is appalling and disgraceful. They should not be allowed to operate business. They should be shut down by office for fair trading.
I have recently been working like a slave trying to give each of my children their own bedroom. I live in a 2 bedroom flat and due to the state of Council Housing and the availability of council Housing; I am not apparently entitled to a 3 bedroom property. Therefore; I am giving up my own bedroom to my daughter and my room will be the living room. It is simply not right for my 15 yr old daughter to have to share a room with her 11 year old brother. Anyway, Council Housing is for another review perhaps!
In the mean time and relevant to my situation in regard to decorating...I needed to get some new carpets for my children's new rooms. I wasn't sure at first where to go and due to lack of finances wanted something decent but also something fairly cheap. I know that it can cost a lot of money to have an average size bedroom carpeted (plus the carpet fitted). I had seen Carpetright advertised and knew there were one or two of their stores close to me so I recently popped along there with my partner. We looked at the sort of off cuts or spare carpets, which all in all were cheap, but they didn't quite have the colour I knew my daughter would want. I told my daughter that I was on a budget. I thought the best thing to do would be to bring her with me to the shop and see what colour she would like. I informed her not to bother looking at the really expensive carpets!! I gave her my advice in the shop regarding colours (she had originally wanted Pink!); However, I had noticed a lovely lightish Grey carpet priced at £6.99 per square metre. As her soon to be room is very light pink, I knew that this pretty Grey carpet would suit the room. Luckily she agreed with me. It looked like a nice quality. The fitting of the carpet cost around £40, which I think is reasonable. All in all the cost came to around £140 (They did have a slight reduction in prices at the time). I was really pleased with this overall cost.
The great thing was that there was no time limit for which the carpet had to be fitted. I was informed that all I needed to do was contact the store when I was ready for the carpet to be fitted. I thought this was great...as I was due to go on holiday and knew I had a lot of hard work to do in clearing out what was then my bedroom! I have lots and lots of things....and still have loads now, despite having several major clearouts.
I returned from holiday and gave Carpet right a call. I phoned them on a Friday and said I would like the carpet fitted on the following Tuesday. Great, no problems at all in sorting this out. Tuesday came and it was due to be fitted any time after 1pm. I got a call at around 12.15 and the man said they would be round within half an hour to fit the carpet. I was really pleased. True to their word, 3 carpet fitters came round and it only took them about 30 minutes to fit my daughters carpet. What a great job they did too. They cleaned up after themselves too. I was really pleased with the carpet. It looks far more expensive than what it is and most importantly my daughter loves it!!
I spoke to my 11 yr old son about his new room and asked him what colour carpet he would like. Initially he said black (shock, horror!) then he gave me 4 choices; red, blue, silver or gold. I had some nice choices there I thought. His room is a light blue colour. I didn't actually take him to the store, but went in there with my partner. We both spotted a really lovely red carpet. Instantly I liked it. They also had a blue one, but there was something about the Red one that made me think it would look quite smart with his blue wallpaper. His carpet is going to be fitted today! It is due to fitted any time after 1pm and I am hoping I will get the same service as I got a couple of days ago. Unfortunately there weren't any special offers on at the time I ordered my sons carpet, but it was still overall very cheap; altogether including fitting around £160.
Carpet right do quite a good range of carpets; some are very reasonably priced but of course there are some really luxurious carpets which will cost you a fortune!! I found both the salesmen I dealt with to be very courteous (Friern Barnet Carpetright); they were helpful and did not try to entice me into buying anything more expensive.
The whole process was very quick indeed and I was in and out of the shop in both cases within 30 minutes.
When I took my daughter to Carpetright we also spotted some lively Purple curtains, which I am also going to get for her room. I'm off to buy them today; they had a lovely range of curtains in their store at Friern Barnet (London); with many at reasonable prices. However, they don't sell curtains in all of their stores. In smaller shops you may only find Carpets (as is the case with their shop in Whetstone, London).
I am hoping that once again I will have a positive experience today when the carpet fitters come to do my sons room.
At this moment in time, I have to say I am impressed with Carpetright. I have purchased 2 lovely carpets, both at very cheap prices in my view and have been more than satisfied with the service I have received.
From my own personal experience I am awarding Carpetright the full 5 Dooyoo stars. The next time you need new carpets why not try them out. To be honest I do not know whether or not you will get carpets as cheap as this elsewhere.
Having taken legal advice and advice from Trading Standards, we requested compensation form Carpetright for having failed to fit carpet on three consecutive dates which resulted in aborted removal, storage and rental fees (costing us in excess of £1000). This is the response we received from Carpetright's Head of Consumer Affairs, RICHARD RENOUF:
"Thank you for your email, the contents of which have been noted. Our file on this matter is closed."
Having lost a small fortune on account of Carpetright's utter incompetence - the extent of which, to be fair, was roundly acknowledged by the showroom staff who dealt with our order - Mr Renouf's response to our case exposes the truth about Carpetright. They simply do not give a damn about their customers (a fact also acknowledged by the showroom staff!). They are purely driven by securing sales without any consideration of the consequences arising from their subsequent failure to treat their customers fairly and respectfully. Richard Renouf says it all really: suffer problems of our making and for us 'the matter is closed'. DO NOT USE CARPETRIGHT. They are the epitomy of pig-headed arrogance. For further proof, read the numerous links below. These are merely scraping the suface of all the damning stories and reviews about Carpetright (who, incidentally, have issued profit warning this year and insiders say are likely to go bust very soon!).
I could have written the last review myself! We have a 10 year guarantee carpet which, after just 2 and a half years started to shed the pile on the risers of three steps and now has started doing the same on the treads. This has never happened before on the many stair carpets we have possessed over 35 years.(Also, the colour soon faded.) When we first went into Carpetright to complain we were asked if we had any pets which could have caused the problem.We dont. Three weeks later we had to return as nothing had been done. This time we spoke to the manager who said an inspector would call the next Saturday morning. After waiting in we called again at the store and were told the inspector had changed the date to the Sunday. Would have been nice if he'd made more effort to let us know!Anyway, he came Sunday, left and now we have a letter saying the carpet is not faulty and we can get an independent review, and they hope we will continue to shop with them.