Carpet Exchange

To Whom It May Concern,We are sorry for the frustration of having to reschedule the install due to the materials not arriving from the manufacturerSince this complaint was entered we have completed the jobMrs [redacted] stopped by the store to speak with her sales person and our store manager to let them know that she is very happy with the resultWe appreciate Mrand Mrs [redacted] 's patience and businessIf there is anything else we can help with please let us know

To Whom It May Concern:I believe there is come confusionThe store has already issued a check request in the amount of $which will be mailed to the customer directlyWe do apologize for the delay and we appreciate the customer trying to work with us this longIf anything else is needed please do not hesitate contacting usThank You, [redacted]

To Whom It May Concern, I did speak to the sales person that rang the customer up and he informed me that there was a discussion in regards to the purchase being special order item and that there would be no refunds or exchangesIn addition to this the customer took home the sample board, on this board there are descriptions of the tiles and the sizesI have attached a photo to show that on this sample it states that the 3Xtile’s actual measurement is 2.90”X5.90”Even though we went over the special orders policies and provided the customer with a sample board that states the exact measurements the store took it upon themselves to go ahead and reimburse the customer in fullThis reimbursement was processed on 7/20/(the day prior to the Revdex.com receiving this complaint) in the total amount of $If the Revdex.com or customer would like a copy of these receipts we can provide them anytimeAt this time we feel that the store went above and beyond to take care of this customer and we do not feel there is any additional reimbursement needed

To Whom It May Concern,We have resubmitted the request for an independent inspector again with the manufacturerThe manufacturer is the one in which the customer's warranty is throughCarpet Exchange has to follow what the manufacturer has put in placeWe try to make it easier for the customer by doing the leg work to get this accomplished for the customerWe understand the customer's frustration with the process and the length of time in which it is taking for the inspector to contact the customerHowever one thing to keep in mind is that no one is saying that the warranty does not stand, nor is anyone saying that we do not want to get this resolvedWe want to get this resolved for the customer and that is what we have been working onWe will follow up to make sure that the customer is contacted by the inspector and once the inspection is complete to adhere by the finding of the inspection.Thank You!

To Whom It May Concern, The store manager, sales person, and one of our corporate employees have tried to contact this customer to see if there were any additional repairs needed to get the job completeHowever we have had no response, therefore and Intent to Lien was sent to the customer to inform them what the next step would be if the line of communication continued to be unansweredWe have no problem getting the repairs needed done, however we will need the customer to communicate with us in order for us to get this doneI would be happy to speak with the customer direct to resolve all of the issues or we can communicate through the Revdex.com so there is a record of what is being done

First Name: [redacted] Last Name: [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/07/14) */ To Whom It May Concern, On 6/4/our Operations Manager responded to the customer via letterWhich we have received a response from the customerWe did agree to hold the extra material which was done for a period of daysAnd we have researched all the documentation that we have and everything shows that the customer was not charged for any material other than what was installed in their homeIf the customer has paperwork showing where they paid for this extra material please provide us and the Revdex.com with copiesAt this time we do not see a reason for any refund Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached June response letter and invoice for additional materials purchased in April Carpet Exchange denied having any materials-hold policy when we contacted CE in March to retrieve our previously paid for slab - it took weeks for the CE representative to inform us that CE no longer had our slab and that CE did not have a materials-hold policyWe then shopped with [redacted] (see attached invoice) to find a closely matching (but not identical slab) and paid for that slabCE believes it is entitled to sell our slab to another customer (being paid twice for the slab) and that we are not entitled to a refund even though we had to purchase new material in April that was installed and paid for in May A refund is requested Final Consumer Response / [redacted] (4200, 17, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not appear that the same rep from C.Exis responding to this dispute as the 8/5/response from C.Exmakes no senseOn June 5, 2015, C.Exacknowledged in writing that C.Exagreed to hold the slab previously purchased by us and then did not retain the slab for our use, causing us to try to locate a similar slab to complete our kitchenThere is no claim of "paying twice for a slab" as indicated in C.Ex's 8/5/responseWe request a refund for the slab cost that C.Ex's either lost or re-sold to another customerIf not resolved by 8/28/we will just file in small claims court to obtain a refund because C.Ex's responses/stories just keep changing and C.Ex does not appear interested in making this right with its customer Final Business Response / [redacted] (4000, 21, 2015/09/17) */ To Whom It May Concern, In the interest of clarification I am restating some of the previously stated informationYes we held the extra material for the customer for daysAnd yes once this day holding time frame was passed the extra material was no longer heldOn the customer's response on 7/the customer writes "CE believes it is entitled to sell our slab to another customer (being paid twice for the slab) and that we are not entitled to a refund even though we had to purchase new material in April that was installed and paid for in May 2015"The extra material was not paid for by the customer and therefore Carpet Exchange was not paid twice for this material, instead the customer selected another piece directly with the fabricatorWe are sorry that the holding time frame was passed and therefore the extra material was no longer available for purchaseHowever we still do not feel that a refund is due since the customer only paid for what was actually put in the home

To Whom It May Concern, We want to apologize to the customer for their experienceWe generally do not recommend a sealer due to this reason and we understand where the customer is coming fromWe agree with the customer and we feel that the desired settlement is fairWe have refunded the customer $and applied this refund to the card that was used for the purchaseIf the customer has any questions at all me contact me directlyThank you and have a wonderful weekend

Initial Business Response / [redacted] (4000, 11, 2015/07/23) */ To Whom It May Concern, We are sorry for the experience that the customer has had with our install departmentWe will use this experience as a training tool to better our company During the install process it is entirely possible that our installers cut the internet connection without knowing that they didEven though we believe our store's offer of $was reasonable we also believe that what the customer is asking for is not unreasonable and therefore we are agreeing to discount the customer's total of $(50% of installation charge - as requested)This would be considered final settlementAnd once again we apologize to the customer for the lack of customer service that was received

To Whom It May Concern,The carpet in question is six years oldThe warranty covers manufacturing defects and is for yearsWe have offered to contact an independent inspector to inspect the carpetI re-submitted the inspection request today since the customer has not been contacted by the inspectorWe do apologize for this wait, however the inspector is not apart of our company and therefore we are not in control of his/her actionsWe have requested for a different inspector and I will follow up with the customer directly

Initial Business Response / [redacted] (1000, 9, 2015/08/11) */ To Whom It May Concern, The customer and our Operations manager are working together to find a resolutionWe are sorry for the lack of customer service that the customer has received and we look forward to resolving this iusseWe will keep the Revdex.com updated

Initial Business Response / [redacted] (1000, 10, 2015/10/16) */ ***, Who Whom It May Concern, We feature an online request where any of our customers can go online to request a day and time for a measureThe request is then converted into an email that is sent out to a storeThere is not a system in place linking the request to an actual tracking system (although a good idea)Once the email is sent to a store a sales person is assigned and from this pint forward is responsible for contacting that customer and scheduling a measureIt was explained to the customer that the sales person that scheduled an appointment with her forgot about the appointment and when the customer called the sales person to find out where he was he admitted that he had forgotten about the appointment and tried to reschedule with herIf the store would have had coverage he would have gone at that point however they did not and he could not leave the storeThis sales person also admitted to the corporate office that he had forgotten and apologized for thisWhen the customer called the corporate office she was put in contact with our general manager and for the inconvenience of not showing up for the measure the customer was given a great price on some hardwood flooringThe customer had her own contractor (as mentioned in her complaint) and when we placed the order for the trim it was based off this contractor's estimatesWhen the trim was wrong we helped by ordering the trim again and not asking for payment on the first round even though we were going off the customer's contractor's measurementsWe did get the correct products in and the customer does have possession of all of these productsWe do appreciate the customer and we appreciate the businessWe will address the waiting time that the customer experienced with our warehouse, without our customers informing us of these experiences we could not get better as a companyWe will also take into account all of the interactions the customer described above and address as wellThe customer has all the products she ordered and at this time the account is closed Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) FIrst off they did not respond with in the thirty days given to themThe Revdex.com sent me a letter informing me they had no responseWith that in hand I say noThey have allowed for a quick and easy response afterRegardless, they at least admitted a few things Not showing up for an appointment I sheduled online and then they confirmed via phone, The company does not have a way to keep track of appointments, of followers timing of items and deliver of items was off or delayed THINGS NOT TALKED ABOUT OR CORRECT Upon receiving their response they never spoke about the tile they ordered wrong They never mentioned that their General Manager was here, and he ordered the wrong items on two occasions There were many other misorders because of carpet exchange, not reading direct emails OR LISTENING TO MY PHONE CALLSI recorded them.minalso have the emailsThey serve as a paper trail My contractor asked for more wood at the beginning and I ordered it and the trim They promised to finish things that my contract was waiting for as, they delayed the process to many timesMy contracter scheduled several times to come, but each time there was an excuse with the GM and carpet exchange as to why items were not in Finally I hated driving to pick up materials, when they were not where stated Final Consumer Response / [redacted] (4200, 18, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) While they finally apologized, it's not enough and of course it is only after going to the Revdex.com Clearly they are satisfied as carpet exchange keeps saying our account is paid in fullThat is not the issueIT NEVER WAS It is the situations they caused and created because of their mistakes I asked for a phone call from the ownerIt has not happenedIt is clear they do not care about the customerThey have not compensated me for gas, or my time correcting their mistakesTheir mistakes cost us extra expenses Final Business Response / [redacted] (4000, 20, 2015/12/11) */ To Whom It May Concern, The owner of our company is not involved in the day to day operations of Carpet ExchangeThere are people appointed to handle any and every issue that may ariseMr [redacted] is the general manager of the company and is over all the stores and many of the day to day operationsMr [redacted] is the top executive of our company and is the one that the customer has been working withIf the customer would like to speak to Mr [redacted] again to express her disappointment then she is welcome to do soMr [redacted] has apologized and acknowledged that he made a mistake when ordering the tileThe customer's contractor informed us of what was needed for the trim and gave us incorrect information leading to some of these issues regarding the gas and time the customer is asking to be compensated forAlthough the contractor gave us the wrong information we decided to go ahead and order the trim needed which was a total of $This additional trim was never charged to the customer and therefore we do not believe there is any further compensation neededWe have addressed the areas needed to be improved upon and we appreciate the customer pointing these out to usIf the customer has another other questions she can contact us directly at anytime

To Whom It May Concern,We are always wanting to do what is fair with any issue that arisesIn this case there was a hole discovered during installation When this happens the solution is to replace the area that was damagedIn order to replace the carpet in the closet there is a seam where the closet meets the roomThis is a everyday installation practiceThere are no notes indicating that the customer requested no seam in this roomEven during the discussion with the store manager when the customer went into the store to discuss her order - this was not discussedAt this time our operations manager, [redacted] , will contact the customer directly to discuss furtherThank You, [redacted]

To Whom It May Concern,Our operations manager has been trying to get in touch [redacted] with no responseWe are wanting to speak to [redacted] and get this matter resolvedMrN [redacted] (operations manager) is on vacation for the holiday until 12/28, once he is back in the office I will have him contact *** directlyThank you and have a wonderful holiday!

To Who It May Concern, We try our best to get it right the first time around, however as in this case it was not. We did not shy away from doing the repairs needed to complete the job as the customer stated. Our install manager went out and said that the job could use some improvements. And as the... customer pointed out we went out several times to make the repairs. And yes since we had to order extra carpet to complete repair the completion of the job was pushed back, however the extra carpet was a must to complete the job right. This extra carpet is something that was at no cost to the customer. We are being told that the repairs are complete at this point. Throughout the process of getting these repairs completed the customer has canceled many appointments with us (as he states in his complaint) and therefore we do not see a reason for 25% discount since the we both played a part in getting the repairs done in a timely manner. If the customer has any questions he/she are welcome to contact us directly.

To Whom It May Concern, At the point when [redacted] told the customer that our price is $s/f to install due to the customer living in a high rise, the customer had the right to cancel the orderInstead of canceling the order she decided to move forward and therefore accepted the price of $s/f for installationThe installer that was assigned to this job is of no secretThis installer has worked with Carpet Exchange for many years and we can assign him to any job As with any installation, the installer will use his/hers best judgement when it comes to the best way to install any materialThe home’s subfloor is slanted at such a degree that if we were to level her floor completely the front door could not open (we are estimating that there would be a 3” height increase, and again this is at a height that a contractor should be involved not a flooring company)I have attached a copy of the customer’s bill to show that the customer was not charged for installing bullnoseIf the customer has a receipt showing that she was charged for the bullnose then we would be happy to refund herWhen it comes to the check that the customer wrote wrong, [redacted] must have noticed this right away as well since he discussed doing additional work (according to the customer’s response on line #4)If she preferred to rewrite the check she could have, however she choose not to [redacted] did paint this area in the first color that the customer selected, however the customer ended up disliking the color and therefore hired another contractor to repaint As a gesture of customer service we refunded the customer a total of $This credit included the reimbursement for not putting the refrigerator back into place (original charge was $35)And since we never charged her for the installation of the bullnose (see attached invoice) there is no additional compensation needed The customer has stated the tile installation “looks nice” and our general manager inspected the install and concluded that the installation was done properlyThe customer is unhappy with the “bad slant detracting from the selling price”, again we are not contractorsWe improved the slant as much as we could and installed the tile correctlyTherefore we feel like we have fulfilled the contract and we do not see a reason to discount the order further

Complaint: [redacted] I am rejecting this response because: Thank you for your quick response and for mailing the check in the amount of $to me on 9/15/You have the deposit and refund amount correct I will revisit this link and accept the business' response when I actually receive the check Sincerely, [redacted]

To Whom It May Concern,As the customer mentioned in their complaint they choose to go from a laminate product to a solid wood product. These are two totally different types of flooring. A laminate is a multi-layer synthetic floor that has a wood veneer to... simulate a wood look, while a solid wood floor is a solid natural material. Therefore these two items will never be in the same category nor will they have a similar price point. If a solid wood product is priced at the same price point as a laminate product there is a reason, and in this case there is. The solid wood that the customer selected is a Cabin Grade product. Cabin Grade products are the lowest grade of material and it comes with saws marks, worm holes, knots, and short boards. We always want our customer to understand what they are purchasing so not only do we explain this during the selecting process but we also have signs on all of the Cabin Grade products that go into detail about the product itself and what to expect. Since these products are Cabin Grade the manufacturers that we purchase them thru ship us the material in any type of box, the product in the box is the same. I do apologize for the boxes being different than what one may be use to getting, but this is normal for a Cabin Grade line. We can always provide the BBB with copies of purchase orders to ensure that the product the customer received is new. We have looked over this order and since the customer did get what was purchased we do not see any reason for any refund. Please let me know if you have any questions.

To Whom It May Concern, I have looked into this order with our operations managerWe apologize to [redacted] for the lack of customer service she has received as well as the issues with the installation portion of the jobWhen it comes to the dust that [redacted] experienced, this is to be excepted when getting new flooring installedGetting new floors installed is very similar to having construction done on a home and will produce dustWe understand the frustration that [redacted] experienced, however since we are willing and wanting to complete the job we believe that $for compensation is beyond a fair amountWe also believe that [redacted] deserves compensation and we want to offer $The store has been calling and emailing the past couple of weeks to inform [redacted] that the materials needed to complete the job are in and all we need to do schedule a date that works for ***We can continue to communicate through the Revdex.com, however if [redacted] would like to speak to me directly I would be happy to hear more about her experience so that I can address any other issues ( [redacted] )Thank You, [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.) While taking some of the blame for cancellations of appointments, no consideration by the business to take into account that we have a newborn in the house (told to the business) which should have provided some leniency and understandingThis issue dragged on for months, of which were while we were waiting for the due date of our baby so this could have been resolved before the baby was bornAlso, the multiple attempts at repair meant we had to disrupt our schedules to accommodate and no effort was made by the management of the store to find a solution without my prompting to get it doneThe final installer that closed out the job was able to do the work as described, in the time described and to the standard Carpet Exchange promises