Good Afternoon
Andrew
Hope you are
well!
I have been to
site to inspect the job and I have to say in very disappointed and unimpressed
with the job. I found issues with all but 5 of the 33 stairs that I would expect
a better finish.
This email will
follow up with around 4 more emails
showing my findings.
In
regards to how we proceed, I discussed our
chat this morning to my MD he was concerned
that as we were previously working to a tight deadline the replacement carpet
had not arrived so we used a plain carpet to template on site so we could cut
the replacement treads on the scheduled day as planned. We then used the
plain templates to cut the actual carpet in our warehouse when it
arrived. He feels this was the cause of the ribs not aligning
and we also used some of the original winders and this explains the mismatch of
styles.
a). You give
us 4 weeks or so to obtain an entirely new piece of carpet sufficient to re cut
every stair on site at our cost.
b). When we offered a full refund of your stair
purchase price you kindly stated that you didn't want us to lose all the money
but I can assure you that if we replace the carpet in full the costs we would
incur by this stage will exceed the purchase price of your stair carpet order
but that's our problem as the installation is not satisfactory and below the
standard you would rightly expect from us. If you do select this option
then we are unable to offer you any further refund on top of the £100 we have
already made.
Alternatively our offer
of a full refund for
the runner aspect of your purchase allowing
for you to purchase a replacement carpet from an alternative company if you have
lost confidence in our work.
I appreciate
this this is an frustrating scenario and I was genuinely embarrassed by what I
saw. I Look forward to hearing your thoughts.
Best
Wishes