Tapi Carpets & Floors

This is a review of Tapi as a whole, not the Luton store specifically (where the staff have been really nice and helpful, but have been unable to resolve our issues because of head office refusing our claim). In short: Tapi’s fitters destroyed the carpet we had bought for ~£11,000, caused a huge leak by piercing our underfloor heating (ignoring repeated requests not to use staples/nails), and ruined the rest of the 1st floor of our house to such an extent that we now need to spend £13,000+ rebuilding the floor from the joists up and replacing the underfloor heating. Despite confirming in writing that the fitter was at fault, Tapi is accepting no liability. Instead, Tapi is leaving us to either pay the £13,000+ out of our own pocket (we don’t have the money!), or spend potentially many months personally dealing with the fitter’s personal insurers in the hope that they will agree to pay at some point in the future. This is despite the website stating “should you encounter any issues with the installation within 10 years from the date on your invoice, we'll arrange for the fitters to rectify them free of charge”. Waiting for insurance will mean continuing to live with two young kids and my heavily pregnant wife with an unsafe/unfinished floor (with sections of exposed underfloor heating pipes, ripped up carpet, and displaced/broken plywood that isn’t level), then having to move out for 2-3 weeks with a newborn baby whilst the remedial works are completed at some point in the future. More detail about the damage... We made it incredibly clear to Tapi that the carpets were to be laid on top of a floor with underfloor heating, and that under no circumstances should nails or staples be used during the fitting process. We reiterated this to the fitters on arrival, then again shortly after when we caught them using staples/nails. It then transpired that the fitters had pierced a section of underfloor heating with a nail, causing a massive leak and requiring us to call out an emergency plumber / have decorators fix the damage (we haven’t been reimbursed for any of this). The plumber found the nail in the pipe, which someone from Tapi came and confirmed had been caused by their fitter. Tapi arranged for spot checks across the rest of the 1st floor, and found that many more staples/nails has been used, and consequently told us that all the carpets/plyboard would need to be lifted so that the rest of the underfloor heating could be spot-checked for more nails/staples. When their team came to do this, they gave up after an hour and said the spot-checks couldn’t be done without ruining the floorboards and - likely - other sections of the underfloor heating, and so all the floorboards/underfloor heating would need to be replaced. At this point, they left the landing in a state, with exposed underfloor heating pipes and broken plyboard - despite knowing that we had young kids at home, whose rooms were both off this landing (see attached photos). Nobody came back to temporarily fix it all properly as an interim solution. For many weeks now, we’ve had carpet partially pulled up/not secured in place in a number of the rooms, plus sections of underfloor heating pipes exposed. We’ve also been unable to install wardrobes in three of the rooms as a result of these issues, meaning we’ve been living out of bags for months, and there are a number of boxes of cupboard components piled on top of one another in our son’s room - creating yet another hazard (this can't be built until the floor has been repaired). In addition to using staples/causing leaks, Tapi also confirmed that the original fitters had ruined the carpet through cutting / fitting in incorrectly, meaning the carpet itself also needs replacing in its entirety. Within a few days, the carpet had started to fray around the edges, and was getting worse as the days went by. Hard to tell whether it’s poor quality carpet (despite being one of the most expensive Tapi offers - 100% wool), or purely bad fitting.

Lee was very helpful and gave thorough explanations and advice. The shop is laid out well and is welcoming. Will be returning.

The whole experience from ordering to fitting went really well. We were having our open stairs, whipped, thought it might be an issue. Nothing of the sort. We were explained what they would do. Kahmal and his side kick who did the fitting were absolutely brilliant. They worked together well. We were extremely pleased with their workmanship, clean and tidy. Best carpet fitters we've ever had.

Bought my carpet last week with Karim the manager, and it was such an amazing experience, he’s so knowledgeable and made the whole process so easy. Have already recommended to the family and friends.

Avoid at any cost, plenty of reliable sources elsewhere. Booked a home measurement no one turned up and when i called lied to me that somebody called and cancelled the appointment. Disappointing customer service!!

Been great from start to finish. Michael in-store listened to our needs and took order efficiently and checked back regularly. Mr Bowman measured up and amended order taking into account our needs. The 2 fitters were very good turned up early and did a great job and cleaned up afterwards. Had lounge, stairs and landing done. Great job from Tapi.

Michael at the Luton store was wonderful and very helpful. He was very thorough and made sure he understood my not very clear measurements and instructions. A very pleasant afternoon spending money for my son !