Carpet Exchange

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,On the original order the sales person ordered the wrong material, all of this material was returned and the money was applied to a new order with the correct material. This was an even exchange and therefore no money was due to the customer since the customer has all the...

materials. If the customer would like to discuss a return we would be happy to look into this matter, however, at this time the customer has not brought any material back to be returned.

To Whom It May Concern,I spoke with the customer yesterday and we have come to an agreement that is fair to all parties. If I can be of any other assistance please let me know.

Complaint: [redacted]
I am rejecting this response because:  Thank you for your quick response and for mailing the check in the amount of $2168.47 to me on 9/15/16. 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, I have looked into this order with our operations manager. We apologize to [redacted] for the lack of customer service she has received as well as the issues with the installation portion of the job. When it comes to the dust that [redacted] experienced, this is to be excepted when...

getting new flooring installed. Getting new floors installed is very similar to having construction done on a home and will produce dust. We understand the frustration that [redacted] experienced, however since we are willing and wanting to complete the job we believe that $1500 for compensation is beyond a fair amount. We also believe that [redacted] deserves compensation and we want to offer $750. 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 [redacted]. 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]

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

the Revdex.com updated.

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 exchanges. In addition to this the customer took home the sample board, on this...

board there are descriptions of the tiles and the sizes. I have attached a photo to show that on this sample it states that the 3X6 tile’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 full. This reimbursement was processed on 7/20/16 (the day prior to the Revdex.com receiving this complaint) in the total amount of $405.58. If the Revdex.com or customer would like a copy of these receipts we can provide them anytime. At 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,The carpet in question is six years old. The warranty covers manufacturing defects and is for 20 years. We have offered to contact an independent inspector to inspect the carpet. I re-submitted the inspection request today since the customer has not been contacted by the...

inspector. We do apologize for this wait, however the inspector is not apart of our company and therefore we are not in control of his/her actions. We have requested for a different inspector and I will follow up with the customer directly.