Advice issued for Scots affected by closure of Carpetright stores

Glasgow, Scotland – July 25, 2024:

Scots have been advised to know their rights after Carpetright announced that the majority of its stores north of the border will be closing.

Despite a rescue deal being agreed following the appointment of administrators, only four of the retailer’s 24 Scottish stores will remain open.

Carpetright’s branches in Bishopbriggs, Dumbarton, Dumfries and Edinburgh Hermiston Gait will continue to trade, with the remainder closing down.

In a statement on its website, the retailer said that customers who have outstanding orders should seek refunds through their card providers, even if their store remains open.

Advice Direct Scotland, which runs the national advice service consumeradvice.scot, has issued guidance to make people aware of their rights as consumers.

This includes what they might need to do to secure a refund for an unfulfilled order as well as what to do if they are in the process of paying for a carpet in monthly instalments.

Those who paid using a credit card can request a refund by making a ‘Section 75 claim’, provided the amount spent was over £100.

This can be done by contacting the credit card provider, through online banking, mobile app or in writing.

Those who paid using a debit card – or who used a credit card but spent less than £100 – can request a refund through a ‘chargeback claim’.

This can be done by contacting the debit card provider, again through online banking, mobile app or calling, telling them you wish to make a chargeback claim and stating the full amount paid.

Customers who paid for their goods using a finance deal involving regular repayments should contact the company they used directly to arrange a refund.

Affected customers can seek help from Advice Direct Scotland in a number of different ways: freephone on 0808 164 6000, and online, web chat and email at www.consumeradvice.scot.

For Carpetright employees, advice on employment and redundancy rights is also available from advice.scot, by contacting 0808 800 9060 or by visiting www.advice.scot.

Conor Forbes, Policy Director at Advice Direct Scotland, said:

“This week’s worrying announcement will have left both Carpetright staff and customers with questions about what it means for them.

“Consumers who have paid for carpets or flooring that has yet to be delivered will be wondering what they can do to get their money back if their order cannot be fulfilled.

“The good news is that people who paid with a debit card can make a chargeback claim to their card provider. This can be done by calling them direct or through a banking app.

“Those who made a purchase on a credit card for over the value of £100 could make a claim to their card provider using Section 75 of the Consumer Credit Act.

“Those who bought products using finance should contact the company providing the loan directly. In many cases, this will be Novuna.

“Customers who are still paying off finance they used to purchase goods from Carpetright that are already in their home should continue to make the payments as usual, unless advised otherwise.

“Our advisers can also help inform Carpetright staff who might now be facing redundancy of their employment rights.

“It’s important to remember that help is available, and anyone who is worried can contact one of our specialist advisers for free, impartial and practical advice.”

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NOTES

Carpetright’s statement on the store closures and its advice for customers is available here: https://www.carpet-right.co.uk/help/carpetright-update

A full list of the 20 Carpetright stores in Scotland that are closing is below:

• Aberdeen – Kittybrewster Retail Park
• Aberdeen – Bridge of Don
• Ayr
• Dunfermline
• Glenrothes
• Kirkcaldy
• Uddingston – Carpets & Flooring
• Inverness
• East Kilbride
• Edinburgh – Newcraighall
• Edinburgh – Straiton
• Livingston
• Elgin
• Glasgow
• Irvine
• Paisley
• Falkirk
• Stirling
• Perth
• Dundee

consumeradvice.scot is Scotland’s national consumer service run by the charity Advice Direct Scotland. Consumers can seek help in a number of different ways: freephone 0808 164 6000; and online, web chat and email at www.consumeradvice.scot Monday to Friday, 9am to 5pm.