These are the top 5 questions I’d ask a carpet company in Kent before handing over the room keys and my wallet:
- Is this a fixed quote, and exactly what does it include?
Ask them to confirm in writing whether it’s a quote or just an estimate, and whether it includes uplift/disposal of old carpet, underlay, grippers, door bars, furniture moving, stairs, subfloor prep, delivery, and VAT. In the UK, a quote is generally an agreed price, while an estimate is only a best guess. Citizens Advice also recommends making sure the contract covers timings, materials, equipment, subcontractors, payment, and tidying up. - What preparation will you do to the subfloor before fitting?
This is the sleeper question. A lovely carpet over a bad subfloor can age like milk. Ask whether they’ll inspect for unevenness, moisture, loose boards, protruding nails, old adhesive, and whether any hardboard/levelling or repairs are needed before fitting. Basic floor prep is a real part of the job, not decorative wizard smoke. - What guarantee do I get on the carpet and on the fitting, and what is excluded?
Ask for the manufacturer guarantee on the carpet and the company’s installation guarantee separately, plus what would void either one. Which? notes that guarantees and warranties are different, and your normal consumer rights still exist alongside them. Also ask whether you must register anything after purchase. - Who will actually do the fitting, and are they insured and experienced with this type of carpet?
You want to know whether the work is done by the company’s own fitters or subcontractors, and whether they have public liability insurance. Ask specifically about experience with your flooring type, especially if it’s stairs, twists, patterned carpet, or a room needing joins. Citizens Advice says subcontractors and contract details should be clear before work starts. - What are the payment terms, timescales, and cancellation policy?
Ask for start date, finish date, deposit amount, when the balance is due, what happens if materials are delayed, and what happens if you need to cancel. Citizens Advice notes there can be a 14-day cooling-off period for some contracts arranged away from the trader’s premises or at a distance, so it is worth checking how your agreement was made.
A bonus question, because every carpet project hides one tiny gremlin: “What underlay do you recommend for this room, and why?” Which? specifically highlights that underlay matters, so a good company should explain the choice rather than shrug in soft furnishings.