Carpets complaint

Q: About six months ago I purchased two carpets for €230. A few weeks ago I decided to have them cleaned by a local dry cleaning company.

The cost of the cleaning amounted to €50 for both carpets. When I brought the cleaned carpets back home and laid them down, I realised they were a few inches smaller. I contacted the cleaning company and took them back to be checked.

I was told the carpets had been dried too much and so had to be washed again. After the second wash the shrinkage problem was corrected. However, a few days later, I took the carpets out to air them and noticed there was a marked difference between the two. One was a different shade of brown.

I called the cleaning company once again and was told that when the carpets were cleaned they were checked and the colour was identical.

The cleaning company is insisting that it washed the carpets according to the cleaning instructions. Therefore, the reason behind the change of colour might be due to a defect. As a gesture of goodwill, the cleaning company offered me a €50 credit note. I actually expected to be refunded the total cost of the carpets to be able to purchase new ones.

What is your advice? What are my rights and how should I proceed?

A: Even though the dry cleaning company is trying to blame the seller of the carpets for the change of colour, since this defect became apparent after the cleaning process, the claim for damages has to be made to the dry cleaning company.

A dry cleaning company, besides having the responsibility to carry out the promised cleaning service, is also responsible for any damage caused. You should therefore refuse the credit note offered and insist on a refund.

If your claim for compensation is refused, you will then need to file a complaint against the dry cleaners with the Consumer and Competition Department. If, through the department, you do not manage to reach an amicable settlement with the trader, you can take your case to the Consumer Claims Tribunal.