We needed a new carpet for our hall and stairs and, deciding to support a local business, used B&R Carpets to recommend, and fit, a suitable carpet.

The previous carpet had lasted over twenty years, but after just 2 years, this new carpet was showing signs of wear. By 3 years, with one split already starting to appear on the stairs, things were clearly not right and so we contacted B&R Carpets. It took over six months before they would come out and look at the carpet (they are a five minute walk from us), and when they did, they agreed that the wear was not normal and that they would arrange with the wholesaler for an independent carpet assessor to look at it.

The assessor, on his inspection, quickly stated that the carpet had worn far too quickly, took photographs and a sample of the carpet for an abrasion test. He left us in no doubt that he believed it was part of a sub-standard batch from the wholesaler, which the abrasion test would confirm.

We were warned that the abrasion test could take some time to complete, especially with Christmas and New Year coming up, but when the report had still not appeared nearly 6 months later, we contacted B&R. We were stunned that it had been with them for over 3 months – but not surprising that they had not contacted us as the assessor had completely changed his tune: 1) the abrasion test, which would have proved the point, was not carried out, because the assessor stated that he had ‘not collected a sample’; 2) the extensive wear, including the split, was now described as ‘normal’; 3) no photographs were included with the report. The integrity of B&R Carpets, and the independence of the assessor were also clearly in question as the title of the report made it clear that it was B&R Carpets who had commissioned it, and not the wholesaler.

I managed to track down the ‘independent’ assessor, and it was clear from his guarded comments, and extreme reluctance to speak, that our suspicions about the independence of the report were correct, especially by his comment that he ‘no longer took work from B&R Carpets’. His assertion that he couldn’t possibly remember our individual case after six months became less certain after I pointed out that his report was dated nearly three months after his inspection.

This has been an expensive mistake, which we will not repeat, and I urge anyone to think twice before using B&R Carpets – use a retailer who believes in quality control, and customer service and who has integrity.