Carpet Exchange

We have reviewed this order and there is no documentation supporting that *** *** requested no seam in the closet doorway in questionAs *** *** stated in her complaint she went into the store prior to install to go over one more time with the store manager, still at that time no documentation of this request was madeWhen it comes to a closet 99.9% of them are going to have a seam at the door leading into the other roomIt is extremely hard for an installer to cut a piece of carpet into the shape of a closet and then try to squeeze all of the carpet through the door openingCarpet has a hard backing that makes carpet less flexible and makes this act almost impossible without causing damage to the carpetA carpet seam is actually stronger than the carpet itselfIf the customer would like to hire an independent inspector to inspect the floor and seams then she is free to do soIf the inspector concludes that there is an issue with the seam placement or construction of the seam then we will refund *** *** the amount she paid for the inspector and we adhere to the inspector's suggested resolutionPlease let me know if there is anything future I need to do.Thanks!*** ***

Initial Business Response /* (1000, 9, 2015/11/10) */
To Whom It Concern,
Yes the sales person helped the customer figure out the square footage needed for her projectHowever the sales person was using a drawing that the customer brought in along with the measurements the customer tookIt is
an industry standard to purchase 10% over what is needed for each project due possible breaks while installing or other unforeseen hurdles that could happen during install or years down the roadThe price difference for the tile is true however the customer was only charged $which is the price she was quotedIf the customer has a credit card receipt showing a different charge we will be more than happy to address thisDuring the conversation about how much tile to order the sales person did discuss with the customer our procedure of ordering 10% more than what the project actually requires along with discussing that special order products are not returnableSince the tile purchased is sold by the carton only we had to purchase by the carton and not an exact square footage therefore explaining the reason why the customer has the quantity she hasWe did request for the materials to be returned to the manufacturer however the manufacture denied our requestAt this time since the customer was charged the correct amount and was aware of the policy regarding special orders we do not see any reason for the return
Initial Consumer Rebuttal /* (3000, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on Carpet Exchanges response they will not admit their mistake of 33% more tile than my contractor neededThe drawing provide was accurateCarpet Exchange is welcome to come to my house and re-measure it if they need proof that the drawing was accurateThe sales rep made a mistake on figuring her costs of the tile and also the amount of tile required for the jobThe sales rep made a mistake in both areasA business that can't be trusted with cost estimates and correct footage will not keep their customers very longI want to return a box of unopened tile and receive my $back for that boxI have extra tile from my opened boxes for future repairs if needed
Final Business Response /* (4000, 16, 2015/12/23) */
To Whom It May Concern,
Since the drawing our sales person used to get the measurements is not available there is no way for us or the customer to prove anythingTaking measurements of the customer's home now would not solve anything since the drawing is where we got the information on how much material was neededWe do want the customer to understand where we are comingWhen we order special order material we order an amount that is needed for a particular jobIf something happens and left over material comes back to us we are stuck with it since most of the material coming back is in a quantity that cannot complete a job and therefore is un-sellableHowever in this case we want to show the customer that we understand where she is coming from and we are wanting to offer a solutionEven though we have already spoken with the manufacturer and they are not willing to accept a return we are willing to work with the customer and allow the return of the one unopen carton with a 30% restock fee
Final Consumer Response /* (2000, 18, 2016/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is unfortunate this problem could not have been resolved without the help of Revdex.com

To Whom It May Concern,We have attempted to contact this customer via mail, with our attempts we have received signed certified receipts with the customer signature accepting these lettersWe have never received any complaint as to any issues with the flooring/installationWe will be happy to address any repairs that are needed as we want all of our customers to be satisfied with their flooringAlso we would like to know the name of the person that the customer has been speaking with so that we can addressOur operations manager will be in contact with the customer and we will resolve any repair that is needed. Thank You

To Whom It May Concern,Carpet Exchange has been working with Mr& Mrs*** to resolve this issue outside of the Revdex.comAt this time we have been successful in getting this matter resolvedWe appreciate Mr& Mrs*** business and of course if there is anything else we can do
please let us know

Initial Business Response /* (1000, 9, 2015/11/20) */
To Whom It May Concern,
I attempted last week to contact the customer via phone, however we were unable to connectThe manufacturer is the one that sets the warranty that we must adhere byThe manufacturer instructed our store manager of what
they will and will not accept for a claimLoose surging is covered by the manufacturer's warranty as long as it is presented to us the retailer or the manufacturer is the damaged stateOnce the customer vacuumed over this area and caused additional damage to the rug the manufacturer will no longer accept this as a warranty claimWe understand where the manufacturer is coming from, however most importantly we also understand where the customer is coming from as wellSince this is something that can easily be repaired by re-surging the edge of the rug we will happily arrange and pay for this repairAll the customer needs to do is contact us at their convenience and we will get the ball rolling
Initial Consumer Rebuttal /* (3000, 12, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did leave a voicemail on 11/That was the only attempt to reach usRepeated attempts to call back have either found her mailbox full or an opportunity to leave a messageWe have left several messages but have not received a call backAt no time were we able to actually talk to someoneThe surging didn't visually appear loose before vacuuming, but I would like the rug to be repairedIf we're not going to be able to connect via phone, I would appreciate an email contact to resolve this complaint
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 14, 2015/12/08) */
To Whom It *** Concern,
We have no problem getting the rug repaired at our costThere are two ways to communicate with me and that is by phone at 303/625-(my direct line) or my email which is ***@carpetexchange.comI work Monday - Friday 8:- 5:MSTI will contact the customer to get the repair completeThank you again for your communication and for your business

[redacted],Good Morning! I would be more than happy to help get this job complete. If you could please let me know what needs to be repaired, or if you would like I can send out our install manager to go over the job and report back to me as to what is needed. Please let me know what works best for you and I will make it happen.Thank You,[redacted]

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 manufacturer. Since this complaint was entered we have completed the job. Mrs. [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 result. We appreciate Mr. and Mrs. [redacted]'s patience and business. If there is anything else we can help with please let us know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11236897, and find that this resolution is satisfactory to me. Thanks very much!
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/09/12) */
To Whom It May Concern,
We understand the customer's concerns and we are always willing to take a second look at a floor to make a final determination. Our general sales manager will contact the customer next week to arrange a date and time...

for him to go to the customer's home to review the floor with the customer. We will keep the Revdex.com updated.

To Whom It May Concern,This job has been completed and all repairs addressed. We do apologize to the customer for the hassle, and we are agreeing to take $370.00 off the order for the storage unit rental fees. This will be taken off the totals that the customer owes. Again we apologize for the...

inconvenience and we appreciate their business.Thank You,[redacted]

Initial Business Response /* (1000, 11, 2015/07/14) */
To Whom It May Concern,
On 6/4/15 our Operations Manager responded to the customer via letter. Which we have received a response from the customer. We did agree to hold the extra material which was done for a period of 90 days. And 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 home. If the customer has paperwork showing where they paid for this extra material please provide us and the Revdex.com with copies. At this time we do not see a reason for any refund.
Initial Consumer Rebuttal /* (3000, 13, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See attached June 9 response letter and invoice for additional materials purchased in April 2015. Carpet Exchange denied having any materials-hold policy when we contacted CE in March 2015 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 policy. We then shopped with [redacted] (see attached invoice) to find a closely matching (but not identical slab) and paid for that slab. 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. A refund is requested.
Final Consumer Response /* (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.Ex. is responding to this dispute as the 8/5/15 response from C.Ex. makes no sense. On June 5, 2015, C.Ex. acknowledged in writing that C.Ex. agreed 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 kitchen. There is no claim of "paying twice for a slab" as indicated in C.Ex's 8/5/15 response. We request a refund for the slab cost that C.Ex's either lost or re-sold to another customer. If not resolved by 8/28/15 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 /* (4000, 21, 2015/09/17) */
To Whom It May Concern,
In the interest of clarification I am restating some of the previously stated information. Yes we held the extra material for the customer for 90 days. And yes once this 90 day holding time frame was passed the extra material was no longer held. On the customer's response on 7/21 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 fabricator. We are sorry that the holding time frame was passed and therefore the extra material was no longer available for purchase. However we still do not feel that a refund is due since the customer only paid for what was actually put in the home.

Initial Business Response /* (1000, 10, 2015/10/16) */
[redacted],
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 measure. The request is then converted into an email that is sent out to a store. There 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 measure. It 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 her. If the store would have had coverage he would have gone at that point however they did not and he could not leave the store. This sales person also admitted to the corporate office that he had forgotten and apologized for this. When 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 flooring. The 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 estimates. When 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 measurements. We did get the correct products in and the customer does have possession of all of these products. We do appreciate the customer and we appreciate the business. We 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 company. We will also take into account all of the interactions the customer described above and address as well. The customer has all the products she ordered and at this time the account is closed.
Initial Consumer Rebuttal /* (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 them. The Revdex.com sent me a letter informing me they had no response. With that in hand I say no. They have allowed for a quick and easy response after. Regardless, they at least admitted a few things.
1. Not showing up for an appointment I sheduled online and then they confirmed via phone,
2. The company does not have a way to keep track of appointments, of followers.
3 timing of items and deliver of items was off or delayed
THINGS NOT TALKED ABOUT OR CORRECT..
1. Upon receiving their response they never spoke about the tile they ordered wrong.
2. They never mentioned that their General Manager was here, and he ordered the wrong items on two occasions.
3. There were many other misorders because of carpet exchange, not reading direct emails OR LISTENING TO MY PHONE CALLS. I recorded them.minalso have the emails. They serve as a paper trail My contractor asked for more wood at the beginning and I ordered it and the trim.
5. They promised to finish things that my contract was waiting for as, they delayed the process to many times. My 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 /* (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 full. That is not the issue... IT NEVER WAS.
It is the situations they caused and created because of their mistakes.
I asked for a phone call from the owner. It has not happened. It is clear they do not care about the customer. They have not compensated me for gas, or my time correcting their mistakes. Their mistakes cost us extra expenses.
Final Business Response /* (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 Exchange. There are people appointed to handle any and every issue that may arise. Mr. [redacted] is the general manager of the company and is over all the stores and many of the day to day operations. Mr. [redacted] is the top executive of our company and is the one that the customer has been working with. If the customer would like to speak to Mr. [redacted] again to express her disappointment then she is welcome to do so. Mr. [redacted] has apologized and acknowledged that he made a mistake when ordering the tile. The 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 for. Although the contractor gave us the wrong information we decided to go ahead and order the trim needed which was a total of $309.78. This additional trim was never charged to the customer and therefore we do not believe there is any further compensation needed. We have addressed the areas needed to be improved upon and we appreciate the customer pointing these out to us. If the customer has another other questions she can contact us directly at anytime.

Complaint: [redacted]
I am rejecting this response because: When I spoke with the business manager previous to installation I was there to check and make sure that the correct flooring was being placed in the correct rooms and that the correct colors had been ordered because of inconsistencies during phone conversations with the sales associate after I changed flooring colors and placement. The sales associate had talked me into changing the hall from carpet to cortec because it would be seamless, going along with my desire to have as few seams and transitions throughout the house as possible. I was trying to make sure that the installation would go off without a hitch. I assumed that all the finer details, including the seamless installation of the carpet in the front bedroom/closet were still in place, so we did not discuss every detail of the installation. She went over the flooring placement, colors, and gave me the checklist of things I needed to do to prepare for installation since the sales associate failed to do so. The sales associates failure to put the information about the seamless installation in his notes is on him, not me, if that is even the case. I question this because I initially received a seamless piece of carpet, just as I had asked for and paid for. If there had not been a hole in the closet portion I would still have a seamless piece of carpet. Your description of "normal everyday installation practice" was not what I requested nor what I paid for. This, as it stands now, is your cost effective way of solving the problem which is far from acceptable to me. I expect to get what I asked for, was promised, and what I paid for. Your response also does not address the very visible seam in the living room, another problem that I have brought to the installation manager, store manager, and [redacted]s attention. I have even sent pictures. I filed this complaint with the Revdex.com on 8/21/2017 following a phone conversation with [redacted]. She gave me the same answer as she has provided here regarding industry standards. She also told me that [redacted] would call me within a couple of days once I requested to speak to her boss. I have not received that call and it has been nearly a month since our discussion. Walking into Carpet Exchange I was placed in a position where I had to trust that I would get what I was promised. I didn't even put up a fuss when I was told we had to prepay. Now, I regret not getting every detail in writing as well as waiting to pay until I was satisfied I had received what I was paying for. then again, if this is the way they treat all their customers I can see why they insist on being paid up front and offer no detailed contracts. They get paid and when a problem arises they can throw around phrases like "industry standards" and "normal everyday installation". Its a sad day when a persons words and guarantee mean nothing. Instead, the companies bottom line takes precedent over customers and the quality of service they receive. I am a disabled widow of a military vet. My daughter and I live with my 70 year old mother. I don't live large and the purchase of new flooring is a huge investment for us, one that Carpet Exchange has made excruciatingly difficult and stressful beyond limits.  
Sincerely, [redacted]

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

To Whom It May Concern, The customer lives in an older building and the floor is uneven to a degree that cannot be corrected by a flooring installer, she would need a general contractor. We sent our General Manager to inspect the job. He explained while he was there that we did in fact use the...

self-leveler that the customer paid for, however the floor is slanted so bad that you can barely tell that the self-leveler was used. If the floor were brought up to the height that the customer is now wanting then she would not be able to open the front door entering her house (this is how bad the floor is slanted). Our General Manager verified that the floor is sound and was installed properly.  There are no hollow spots on her floor, meaning every tile has adhered to the subfloor as it should. At this is time we feel that we completed the work as contracted and that the issues that the customer is having is beyond what any flooring company can address. We do not see a reason for any compensation.

To Whom It May Concern,Our operations manager has been trying to get in touch [redacted] with no response. We are wanting to speak to [redacted] and get this matter resolved. Mr. N[redacted] (operations manager) is on vacation for the holiday until 12/28, once he is back in the office I will have him contact [redacted]...

directly. Thank you and have a wonderful holiday!

Complaint: 11236897
I am rejecting this response because: There was no $550 leveling done.  The installer didn't even go in hall and kitchen at this point.  I stated several times when signing contract that I was only agreeing to go with Carpet Exchange over Home Depot who was actually cheaper because I liked Carpet Exchange tile selection, and the installer sent out to look at project by Carpet Exchange indicated he would use self leveling compound not skim coat method just as Home Depot installation expert said his team would use.  I turned down an installer over summer of 2015 because he only used skim coat method.  Even [redacted] the Regional Manager didn't know why [redacted] hadn't used self leveling compound in bath and vanity area and stated to me that [redacted] should have told me before sending [redacted] over that she had picked new installer rather than her team and he planned to use skim coat method so I could consider whether I wanted to go ahead with Carpet Exchange contract or change to Home Depot where installers use lasers to map out slope and told me exactly  the slopes degrees which they stated was too steep for skim coat method and would need self leveling compound.Though the floor looks nice, it feels completely wrong.   I told [redacted] at least 6 times when signing contract that I only wanted installer who agreed as her installer did to use self leveling compound.  She had me down for 8 bags of self leveling compound  but told me it might take a couple of bags more or couple of bags less which they would bring along because it has to be applied so quickly.  So I reserved to stay in condo down the hall.Tile floors are the only part of this remodel that though they look nice feels bad and have caused me months of delays putting in counters because I don't know especially in bath and vanity whether slope is too steep and floors should be removed. I really wish I had used Home Depot to do job right.  Plus I gave her installer $500 extra so he could assemble cabinets and paint bath (which I had to repaint since it was wrong color)  while he was waiting for his product to dry of which [redacted] said she refunded me $150 for work not even done.  Then I had to pay total of another $450 for steel cabinet levelers I ordered from Florida and for carpentry to put these correctly on bottom of cabinets..
I think arbitration is needed or at least $900 more refund (since no $550 leveling was done in hall, kitchen at all at that time, and bath was done so poorly that  I had to pay $450 to get leveling system under cabinets.  2) In lieu of refund just do at least bath and vanity over correctly or refund bath and vanity completely..  The invoice sent me in reply shows this bill was paid, but it was simply sent to Synchrony Financing where I pay it off monthly.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This company has not been trying to contact me to resolve the issues I have been having with their contractor.  I have been complaining since April of 2017 to the rep at Carpet Exchange and nothing has happened no one has tried to contact me to get these issues resolved.  This is just a flat out lie.
Sincerely,
[redacted]

To Whom It May Concern,
While we do understand that our customers have circumstances that can interrupt their daily schedules we believe that the customer should also take into consideration the logistics and expenses involved every time an appointment is missed or reschedule. Since both parties have encountered expenses and lost time during this process we do not believe a 25% discount is fair. However we want to show the customer that we do value their business and their time, we are offering a $300 refund as a full and final offer. Thank you and Happy Holidays

To Whom It May Concern,We have resubmitted the request for an independent inspector again with the manufacturer. The manufacturer is the one in which the customer's warranty is through. Carpet Exchange has to follow what the manufacturer has put in place. We try to make it easier for the customer by doing the leg work to get this accomplished for the customer. We understand the customer's frustration with the process and the length of time in which it is taking for the inspector to contact the customer. However 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 resolved. We want to get this resolved for the customer and that is what we have been working on. We 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!