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Carpet Gallery & Flooring Center, Inc.

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Reviews Carpet Gallery & Flooring Center, Inc.

Carpet Gallery & Flooring Center, Inc. Reviews (3)

This complaint was first brought to our attention at the beginning of August.  At that time a salesperson was scheduled to go to the home and review the situation and determine the next steps to be taken.  Our salesperson went to the home and took pictures, got information from [redacted]...

[redacted], and came back to the store to discuss the situation.  There are certain procedures that we have to follow with the carpet mills for carpet claims; questions that have to be asked, invoices that have to found, different parties that have to become involved.  These all take time.  There was confusion as to exactly which carpet it was that was having the problem.  The invoices were written to [redacted] not [redacted].  Invoices that far back are filed in a different location and have to be searched out.  Our regional sales rep. for Shaw Industries had to be contacted and then we had to wait for him to come to the store.  When he did come to the store we showed him the pictures and he was as baffled as we were as to what could be happening.  He took all of the paperwork and said he would file the claim with Shaw.  When that happens we sit back and wait for the results, it is out of our hands. Mrs. [redacted] then chose to contact Shaw Industries direct and they contacted us and that is when we discovered that our Shaw rep. had not yet filed the claim.  I contacted him immediately and he said he would take care of it as soon as he got home.  Numerous phone calls were made that day to get the ball rolling and now it filed and an inspection by a certified carpet inspector has been requested. Mrs. [redacted] is obviously frustrated but needs to realize that these claims take time and people are human.  Her claim was filed and an inspection will take place.  She states that the carpet has looked like this for 2 years and that she has never had it professionally cleaned.  These are all things that will go into the claim process. This is an open claim.  A decision has not been made.  Mrs. [redacted] needs to be patient.  We have not ever said that we “would not replace the faulty areas”.  Filing this type of complaint in the middle of open claim is not exactly conducive to open lines of communication and a good working relationship. Mrs. [redacted] will be contacted after the results of the inspection have been received.   Thank you, [redacted], office manager Carpet Gallery & Flooring Center [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]1.       We have both names on some invoices and delivery sheets. This was pointed out and discussed both on the phone twice and at the salesperson’s visit, where he viewed the initial billing and paid invoices from all 3 purchases spanning 4 rooms. If we have different copies, then there may be concern. The Shaw representative that I spoke with found the information during our phone call. [redacted] is my husband of 46 years. In this state we both have financial liability for the other’s purchase. If he failed to pay, I would be responsible and Carpet Gallery would find me quite readily. Also, I have never talked with the writer of this this response. She sounds quite angry and disrespectful. 2.       I contacted Shaw after the Revdex.com asked if I had a warranty.  A Senior Claims Manager-Financial Services Shaw Industries Inc on October 6, 2016 assisted in locating a warranty for my carpeting. She asked me to send a copy of the paperwork that I had (some had my name upon it) to compare. She discovered that their own representative had not filed a claim nor anything received from Carpet Gallery. She then contacted the business herself. Next she scheduled an inspector to come to our home. The visit is to take place in November. Carpet Gallery did not “get the ball rolling” on our behalf. This is all verifiable in emails except for the call from the scheduler for the carpet inspector, located in Neenah, WI3.       We do not have unrealistic expectations for a resolution. In fact, we were interested in ascertaining what the cause may be rather than lay blame when we called in August. According to Carpet Gallery’s response “ There was confusion as to exactly which carpet it was that was having the problem.”  On the invoice is the descriptor and yardage of the carpet and the pictures are telling. There are two rooms involved. “She states that the carpet has looked like this for 2 years”. Actually, I stated that the areas of concern started out very light and intensified over time. The inspector on his visit next month will take chemical tests if warranted, among other test. We are not asking for something that we really would not be qualified to receive, if anything at all. We had remnants and brought them out to the salesperson at his visit. He stated they were a different shade, and they were, but not by a lot. I would not have expected anything different for a 7-year-old carpet.4.       When the salesperson came out his statement was that it would take up to 10 days. I take that comment at his word.  I called after 3 weeks, when I head for the first time that the issue was out of their hands. It would have been more honest to state that after the carpet is sold, any problems are out of our hands. Please contact the manufacturer for the warranty. And then at the sale give us a copy of the warranty. The second call came well after 3 weeks and that was when I heard that their regional Shaw representative was due to stop that day.  5.       “Filing this type of complaint in the middle of open claim is not exactly conducive to open lines of communication and a good working relationship” Actually, Shaw filed the claim for me on October 6, 2016 when I called for a copy of the warranty. Communicating with the customer is an integral part of a good working relationship. Your company did no such communicating, and based on past experience, after the inspection I do not expect that you will contact us, but rather the Shaw representative with whom I spoke will be the next call I receive. I have been in business for 17 years, and although I do not sell merchandise but provide a service, communicating respectfully to another person is integral to a trusting business relationship even if the outcome may not be positive. I would feel remiss if I gave one of my clients a disrespectful response. Furthermore this type of negative communication encourages us to seek other options for our home purchases and when the opportunity presents, we will inform others of our experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am uncertain how to respond because this app arms to be a duplicate. My response has not changed from 10/19/2016.
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[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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