Just came across this site, shocked but not surprised at the number of bad reviews. We purchased a carpet with a 5 year wear guarantee for our sitting room from the Rayleigh store, the purchase and fitting process was fine. After a couple of years we noticed it had gone bobbly and worn in an area about 2ft x 3ft. I went to see the manager at the store who came out and photographed it. He then raised it as a complaint with he manufacturer. He said it looked like a manufacturing fault and should be replaced. I then spent the next 4 months chasing him and customer services for an update. Eventually told the manufacturer had said this was naturally occurring 'flattening' and they no more they could or would do. My only option is to get a professional assessment at my own cost and if it backed up my claim and they agreed they would refund. Clearly this is not flattening, it is in probably the lowest traffic area of the room. The rest of the room is fine. Decided it's not worth the cost and stress of pursuing as I don't trust this company to put things right. My advice to anyone considering using this company is DONT, I certainly won't be.