MARGARET PURVES bought a stairway and landings carpet in May last year.
The price, fitted and including underlay, was £735, a significant cost for anyone.
And the carpet looked fine . . . for a few months.
By November, however, there were several dark-looking areas on the top and bottom landings. It looked terrible, as if there were damp patches on the floor.
Margaret complained at the shop, Carpetright in Newcraighall, Edinburgh.
A man was sent out to take a look. He took photos, measured up, and said the bottom landing should be replaced.
But the top landing was suffering the same problem, what about that?
A second visit was arranged, more photos were taken and Margaret was promised they would be sent to the manufacturer.
Margaret was duly contacted by the manufacturer, who said she’d be given all the help she needed to choose a replacement carpet. This was a very satisfactory result.
She contacted the shop to arrange this but was asked to wait until after the Christmas rush.
This seemed fair, so Margaret waited until January to return to the shop. But things had changed. A new shop manager was in place, who said the photos had been sent to the wrong manufacturer and the carpet was not now going to be replaced at all.
Margaret was rather surprised at this – and to make matters worse the shop also seemed to have lost all the previous paperwork.
After several further wrangles, the shop sent an independent inspector on February 10. His report stated that the pile reversal and flattening was as a result of hard wearing.
But there are only three adults in the house and they are out at work all day and remove their shoes at the front door. Margaret reckons the carpet faces, on the contrary, very light wear.
Stuck in a limbo-like situation, Helen turned to Raw Deal.
We contacted Carpetright’s head office, who sprang into action.
Their spokesperson told us: “At Carpetright we’re committed to delivering great customer service and we were really sorry to hear of Mrs Purves’ complaint.
“Our team have looked into Mrs Purves case and have agreed to supply her with new carpet and underlay, and to fit it free of charge at a time convenient to her.”
Margaret was very pleased with this. She said: “Carpetright have been in touch about replacing my carpet – as they previously promised they would do about nine months ago.
“I have been into the shop and I chose a different carpet.
“I cannot thank you enough for all your help. I am sure that, without your help, I would have got nowhere.
“You and your team certainly do a great job.
Pile reversal is a common problem in the carpet industry and is most apparent in single-colour floors.
The pile will flatten in some areas, or lean in one direction, causing what looks like a different shade to the rest of the carpet.
It is often caused by high traffic flattening the carpet, but there are many recorded instances of it happening for no easily-discernible reason.
Vigorous vacuuming, or aggressive steam-cleaning will help, but eventually most pile carpets will have some degree of pile reversal, no matter if they are wool, nylon, polyester or a mix of fibre types.
In some instances, the carpet might even look as if it has pooling or puddles because the pile sits at different angles in patterns.
It is one of the most common complaints carpet manufacturers and sellers will face.