I recently supplied a customer a carpet which had very bad shading, I instantly showed the customer and she agreed that she did not want it I ordered a new one straight away (came within a week to re-fit it) It also had bad shading throughout, I got the customer to pick a different carpet whick I have inspected and its fine!!! Now I have the customer sayin she should not have been left with nothing on her floor for 2 weeks and is looking for discount, Can anyone assist me with the laws of replacing faulty good etc av looked up soga etc but cant really make head nor tail of it. I know I have done everything within my powers to help the customer and and done it all without delay. I have now told the customer if she is at all unhappy I will happily refund her.
I've come across customers like that before. You have done your best, if you offer her a refund I would stick with that. Do not back down and give a discount as this is probably all they wanted out of it in the first place.
Not really your fault is it. I would say I will put it to the supplier,manufacturer but if they say no it's not down to you to fork out for their quality control issues
it's stated in all terms and conditions pile shading and reversal is inherant in all cut pile carpets and not a fault so sorry customer shouldn't have even had a replacement to start with :shock:
Yeah, but any rep worth his salt will get that sorted, no matter what the T&C's say. I've never seen shading as bad as that before. I wouldn't have fitted it looking like that.
Going back to your first post it says the customer had no carpet for 2 weeks, why didn't you just leave the faulty one down as I can see you already had fitted it in the picture. Then just replaced it when the alternative had come in. That would have resolved the "oh, I have had no carpet for 2 weeks" scenario. :roll: :cry:
fitted the top end as room was 3.9 wide an gave it a hoover see if it looked any better but affraid it didna it looked worse..
