Excessive Stretching/Loosening of Carpet is not covered by Warranty
We purchased Redbook Green 100% Triexta carpet which we paid more than planned to have the lifetime/25 year warranty which we thought valuable at the time. Unfortunately we have been told that that the warranty is limited and doesn't cover us for the issue we currently have. We have no stains or colour issues as our living areas are not carpeted. There is no particular wear problem and we love the look and feel of the carpet but do have some serious ridges/wrinkles in all 5 carpeted rooms. The issue has been happening for a long time but has ...been getting worse and worse to the point where some of the ridges are tripping hazards which prompted me to act on it. I recently contacted the supplier and we were told that the loosening of the carpet is not covered by the Redbook Green warranty and that installation only has 12 months warranty (something that is not noted in the paperwork provided). We are at the point of having the carpets stretched and reinstalled but, having spent a considerable amount to purchase the carpet and have it installed, I really don't want to be spending that much money every couple of years (on top of the huge amount of work and disruption having to move all the furnishings out of 5 rooms each time). After reading some of the comments here, it seems this carpet loosening is a manufacturing fault since we do nothing that might cause the loosening other than general walking on it. We don't even wear shoes in the house. I have never had this happen with any other carpet and have never until recently heard of it ever happening. The supplier was adamant it was not covered by the warranty. I no longer see the point of paying for a longer warranty if it doesn't cover issues with the carpet such as this. There seems to be nothing to be done other than moving all the furniture out of carpeted rooms and paying for stretching and reinstallation every time this occurs.
Very unsatisfied customer
We went to purchase a wool carpet and were told that the Red Book polyester carpet would out rate the wool carpet. They said it would not flatten as it bounced back up. Although this carpet has a 10 year warranty, this does not include the fact that it had flattened terribly within 6 months and looked dirty and old. We don't have kids or animals, but to think that a manufacture is happy with a carpet that does this as long as it doesn't wear down to the base of the carpet makes me think that they have no pride in their product. The independent inspector said darker the carpet the worse it will look. I was told that synthetic carpet would wear better even though cheaper. Buyer beware
Love the Luxurious Feel
We love the feel and warmth of the carpet. It's feels quite luxurious. However, when it's just been vacuumed it looks absolutely sensational. Then after a few hours it shows footprint impressions where ever you've walked. Unfortunately I guess this is what you get with such a high piled luxury carpet.
We have been disappointed with the "ease of cleaning" as per the marketing information. We were sold on the carpet being easy to clean. "H2Only" Well unfortunately we've encountered a few tea stains that have not come out as easily as expec...ted. This being the case we intend having the carpet steam cleaned and passing the cost onto Feltex under the terms of the warranty. It would just be nice not to have to go through this messing around but instead, just sponge out the stains as expected according to the marketing material. In saying all this, we still love the carpet and would recommend it, on the proviso the company supports our claim and the stains come out.
The reviewer stated that an incentive was offered for this review
I specifically had this carpet installed in 2015 because I have pets. It is in a very low traffic upstairs area of the house that is only used for guests a few times a year. The cat was unwell and unfortunately soiled the carpet. I did contact the head office in Geelong and they did try to help me, but the bottom line is that no amount of cleaning, both with water or using professional steam cleaners helped. I then looked at removing the carpet in the affected rooms but not pulling it all up. I couldn't do this because they stopped that particu...lar colour and it couldn't be matched. I have bought rugs to try and cover up the stained areas. When I can afford to, I am going to remove the carpet and replace it with another brand. Unfortunately I will not be able to afford this for a few more years. My recommendation is; don't buy this carpet.
Fantastic carpet 8 years on!!
We installed our carpet in 4 bedrooms a living area & long hallway..2 also have 2 large dogs who sleep indoors.
The carpet is still wonderfully soft & gets comments from our many visitors .
It vacuums well & when we have marked or stained it ...followed the instructions to the letter with as new results !
There was even a particularly bad stain that i allowed to dry & repeated cold water gentle circular motion treatement 4 or 5 times over a month . The stain completely disappeared.
No stains remain on this carpet . Love it will buy again for new home .
Misleading and deceptive advertising by Feltex - worst and most expensive carpet we have ever purcha
As per Meg's review, this carpet is shocking. We have followed the cleaning instructions faithfully and it only makes the stain worse. Have had the carpet professionally cleaned and then a rep from Trevor's Carpet and Godfrey Hirst came out. Godfrey Hirst admitted that water cleaning as directed, only cleans the top layer and that chemicals are actually needed to clean the carpet properly, thereby further admitting that every time there was a significant stain, we would need to call a carpet cleaner to remove it and we would need to purchase...a Slurpex to clean up the water! This is in stark contrast to their false advertising, which stipulates no chemicals are required and pet stains are subject to a lifetime warranty. We want our money back or the carpet replaced with something more hard wearing. Godfrey Hirst rep said we would have to have it professionally cleaned (again) and pay for it ourselves, where he said the carpet would be "salvageable". This is not satisfactory to us...Waiting to hear back from Trevors Carpets after 4-5 weeks to discuss the matter further with them. If it is not resolved to our satisfaction, we will be pursuing our legal remedies to have the matter dealt with. - Meg & Pete, Perth.
- Verified customer
Love it purchased in Gisborne, so, so soft. Love the colour, love the feel, love that it’s Australian, the warranty and the environmental factors.
Everyone whom has seen it comments on how great they think it looks and are utterly amazed at how soft it is.
Highly recommend Redbook green Scenic rise colour is Horizon. Layed on the best underlay for best results.
The most deceitful advertising it is unbelievable
Do not buy this carpet. Just read the bad reviews on this site - then multiply them by a million and it still won’t fairly explain how gross this carpet gets. The claim that it cleans with water is an absolute disgrace. I won’t buy anything from feltex ever again.
Worst carpet ever, warranty worthless
We have the same problem as [name removed], [name removed] and [name removed] - stains DO NOT come out with water as per the instructions - and, if left at all damp after a cleaning attempt, the damp patch will attract fresh dirt and cause a further stain! We have had the carpet cleaned professionally TWICE in the 13 months we have had it (the 1st time so we could make a warranty claim, the 2nd time, paid for by Redbook after we inquired about a warranty claim and Redbook sent a rep out who said it needed professional cleaning). The stains came...back within a day or two both times. We have never had a carpet that stains so easily and is so impossible to clean. We were told by Redbook’s rep that although other carpet may look and smell clean after cleaning, it actually isn’t, whereas this Redbook green carpet will wick stains up so you can see them to properly remove them (or try to - the professionals can’t even get the dirt, pet urine or other everyday stains out of it with their specialised equipment, let alone with the water that the warranty says should be adequate!!) . What a joke. We have informed our retailer that the professional clean paid for by Redbook has not removed the stains - but we have had zero response. Our carpet is 13 months old, we paid around $10,000 for a whole house of it, we can’t clean it ourselves with the water method prescribed in the warranty booklet (including using a proper carpet cleaner to flush and extract the water to ensure it was left as dry as possible to prevent further water stains) and nor could 2 different professional carpet cleaners, it looks filthy (see profile pic for an example of recently cleaned carpet) and emits a foul stench when the sun hits the stained patches. How on earth can the carpet be fit for purpose as per the sales representations in these circumstances??? We will either have to take legal action to enforce the warranty or just replace the carpet at our own expense and try to forget this sorry episode.
I bought this carpet after having my previous carpet down for 25years.
I have stains that will not leave.
I am not a dirty person and my old carpet handled the traffic well.
It looks terrible and it is embarrassing to have people see the carpet.
The carpet I chose because of the stain resistance, pet friendly, the look, the colour, the material it is made of.
But I am so disappointed. I would not recommend this carpet to anyone.
We had Scenic Walk Solitaire carpet laid 3.5 years ago. We stipulated that it had to be for high traffic areas and the sales man assured us it was. After about 2.5 to 3 years the carpet started tracking and no amount of care would bring it back. It now looks as if it has been in use for years, very unsightly. It also forms "waves" when vacuumed. The wastage was unbelievable when it was laid. Would not use this brand of carpet, or the outlet that sold it to us ever again.
April 25th 2018 Update: Follow-up To Previous Review
Our first post ...was 29 Nov 2017. Received reply from feltex early 2018. After numerous emails and phone calls, (the retail outlet didn't want to know about the problem) we had a feltex rep call in on us 7- 2 - 2018. He sort of suggested it was our fault/that's what carpets do, and he could not see any problem. He took a sample of the carpet to be "tested" in their fantastic machine in Melbourne. As stated, that was 7 - 2 - 2018. It is now 23 - 4 - 2018 and we have not been contacted, received a phone call or anything from feltex. Extremely poor back-up service. Do not buy this carpet as it appears once you have paid your money, you are on your own, and every excuse is used to dodge doing anything about problems, as can be seen from other reviews on this company and their product.
Just over 2 years ago I had the Redbook Discovery carpet laid in my home. I stipulated at the time I needed a carpet that was hard wearing and most of all stain resistant as I had grandchildren and pets I was assured that this carpet met my criteria.. to say that I'm disappointed is an understatement, anything and every thing stains, even the water that I use to clean the stains but even then the actual stain remains too! I'm not in a financial position to spend that sort of money (may not be much to some) on something I consider a big investment to my home to have it underperform in such a way...
We love the look and feel of it.
We have only had our carpet for 2 months now and so far it is what it is supposed to be. It is soft, vaccums beautifully, and has stayed clean with 4 kids and one cat. I just hope it stays this way. I don't have any negative things to say about it. I have read people say they can't use a dyson on this carpet but We have a dyson vaccum cleaner with a turbo head and it works well as long as turbo head is turned on if it's off it won't budge.
Like the feel, warranty and it looks great.
Quite expensive but worth it if it delivers.
Questions & Answers
It has been 5 years since we purchased Redbook Green 100% Triexta carpet which we paid more than planned to have the lifetime/25 year warranty which we thought valuable at the time. Unfortunately we have been told that that the warranty is limited and doesn't cover us for the issue we currently have. We have no stains or colour issues and no particular wear problem (and love the carpet) but do have some serious ridges/wrinkles in all 5 carpeted rooms, some rooms worse than others. The issue has been happening for a long time but has been getting worse and worse to the point where some of the ridges are tripping hazards which prompted me to act on it.
I recently contacted the supplier and we were told that the loosening of the carpet is not covered by the Redbook Green warranty and that installation only has 12 months warranty (something that is not noted in the paperwork provided). We are at the point of having quotes from installers to have the carpets stretched and reinstalled but, having spent a considerable amount to purchase the carpet and have it installed, I really don't want to be spending that much money every couple of years (on top of the hell of having to move all the furnishings out of 5 rooms each time).
After reading some of the comments here, it seems this carpet loosening is probably a manufacturing fault since we do nothing that might cause the loosening other than walking on the carpet. I have never had this happen with any other carpet and have never until recently heard of it ever happening. The supplier seemed to not want to approach the manufacturer about it as was adamant it was not covered by the warranty. I'm not sure now the point of paying for a longer warranty if it doesn't cover issues with the carpet. Is there a suggestion for what might be done other than paying for stretching and reinstallation every time this occurs?
We had a Feltex "Mountain View" colour Damper installed in january 2016. We were delighted with it until we had an accident with a glass of red wine. We did our best but eventually called in a carpet cleaner, listed as a member of the Sydney carpet cleaning professionals association, who steam cleaned it. Stain went but about 6 months later carpet got several bad wrinkles. We called ABC Carpet Court where wee bought it. They were very helpful, but explained we were out of guarantee period and arranged carpet layers to restretch it for $1,100.
However more wrinkles are starting to come. What should I do now? The carpet cost $8,000 but I don't want to spend $1.100 every couple of years to get it re stretched. Is it better just to get a new carpet?
Grateful your advice
Hi Deborah, sorry to hear about the red wine :(. I really don't know what to suggest but perhaps look up your warranty details on google or any paperwork you signed/have? I have different carpet and mine was animal urine, so a different situation.
You could contact head office at Feltex Godfrey Hirst. They are located in Geelong, Victoria. They are very helpful and they may be able to assist you?
Best of luck, Heather
Mary H.Feltex Carpets
Hi Deborah W,
I would like to look into this a little further with you.
Please can you email your best phone contact details to firstname.lastname@example.org
That way we can dig a bit further to your particular needs. You can also request a Consumer Inspection Form from your retailer to be emailed to our Aftersales Department on your behalf.
Kind regards Mary
I purchased your green triexta carpet, in 2013 55 linea metres, because of all the wonderful qualities it has, especially
the fact it is very eco friendly, l have been extremely pleased with my purchase, until only 5/6 weeks ago
when l noticed it wrinkling, buckling, rucking what ever it is called. my partner and l live alone, no pets etc,
it has only happened in three of the upstairs rooms, (so far) master bedroom, guest room, and my partners
office. I have read up on all the causes of wrinkling, l can assure you none of these things have happened,
dragging heavy furniture across the carpet, humidity, or bad carpet installation. we do have ducted air,
which we have only turned on 3 weeks ago, and that is only at night occasionally on very low. As you know we are in drought, have not had rain here since late october, so it seems unlikely to be humidity.
I am yet to contact the carpet retailer, because of the christmas break. When it was only our bedroom l thought the one wrinkle l had may go away on its own, then more have appeared since.
Could you advise me as to the next steps l should undertake.
The Triexta carpet l purchased has a 25 year warranty.
Hi Lea, I am sorry to hear that you are experiencing issues with your carpet. The contact details that may assist your are:
Aftersales Service Manager
Godfrey Hirst Australia Pty Ltd
t: 03 5225 4552 | m: 0400 878 124
f: 03 5228 3999 | e: email@example.com
a: Postal: PO Box 93, Geelong Vic 3220
They were helpful and pleasant, but I had no success and I certainly wouldn't buy their carpet again. I am saving up to have it all replaced but as your know, new carpet isn't cheap!
best of luck,
Thanks Heather, can l ask you what your problem was with your carpet? As l said, l am happy with my carpet, it cleans with just water as they said, there is only the two of us in the house, so the soiling is very minimal, thanks for the info, l will definitely contact Wayne.
Mary H.Feltex Carpets
Hi Lea, thank you for contacting us. If your carpet is rucking/wrinkling then your first port of call is to go back to the retailer to get them to have the installer take another look at it. As it maybe as simple as a restretch. If there are more serious issues identifyed by the retailer, then they will make a claim on your behalf, for us to come and inspect your carpets.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.