Carpet King, Inc.

Recently I had new carpeting installed by Carpet King in my upstairs living room, hall and two bedrooms I also had vinyl tile flooring installed by Carpet King in portions of my basement I am satisfied with the vinyl flooring install in my basement The quality of the product was fine, and the installer did a very good job The quality of the upstairs carpeting was fine, but installers did not vacuum the new carpet when finished, leaving residual carpet pieces on the floor Some of the mess was under furniture that was moved, and then moved back into place, making it difficult for me to clean upIn addition the window drapes in my living room were carelessly shoved up and over the top rod, leaving them wrinkled and required them to be steamed and straightened After the tile installation in the basement, I needed to replace the four inch vinyl cove base that was removed I was told by the installer that I would need to order six inch base to cover up imperfections caused by the removal of the four inch I went to my local Carpet King store to pick out a color and schedule installation of the product The customer service representative there told me that he didn't know if they even made the base in the six inch size, suggesting I call the Carpet King number listed on the website for information and scheduling I called the main number (612-588-9999) and was told that I needed to go to the store for pricing and installation I told her that I already went to the store, but was told to call her She insisted that it was the store that handled this kind of thing Frustrated, I called the sales rep who initially came out to my house to give me the estimate for the carpet and vinyl flooring I asked him for pricing to replace both the cove base that was removed, along with additional materials and labor to cover an adjacent room When he called me back with a price, I then asked him to break down the cost between the two areas He told me that he would get back to me on this When I didn't hear from him for a few days, I left him phone messages, requesting an update When I still didn't hear from him, I called the main web site number again This time, they gave me the phone number of their warehouse Someone there gave me the same price quote that the sales rep gave However, the price only covered the initial room, and not the adjacent room Tired of the run around that I was getting from Carpet King, I finally decided to take my business elsewhere

They did a great job I love my new floors

My new kitchen floor looks great Price was good and Carpet King made it very simple

Initial Business Response /* (1000, 5, 2014/11/21) */
Ms***,
As requested by our customer, we are going to inspect the job siteThe appointment is set for today Friday 11/21/at noon, with MsE., myself, and our installation manager ***
We will report our findings
to upper management, and our company will strive to reach an ethical resolution to this complaint
I appreciate your help with this claim

I had a carpet replaced last May The bound areas of the carpet are coming undone and the sides of the carpet are ripplingI have exchanged numerous emails and phone calls with Carpet King manager Stephen and Joe and I am not getting any positive helpThis is a replacement carpet to a first carpet that I had the same issues withAt this point it is almost years later and I have not had satisfactory service or productI am extremely frustrated because the rug cost looks awful in my home
I would like a refund for the price of the carpet as I have given them an opportunity to resolve this and the first exchange is worse than the firstI would like to use another company for my carpet needs

My husband and I were extremely impressed with the whole process of purchasing and the installationWe would definitely use Carpet King again in the future for any flooring we would need

I had a wonderful experience with Carpet King They came to my house for an estimate and made it very easy to get a new floor!

Initial Business Response /* (1000, 5, 2014/10/10) */
***Corresponding documents attached
October 10,
Re: Case # ***: *** ***
Ms***,
I apologize for Ms***'s less than ideal carpet purchasing experience
We very rarely encounter repeated claims on the
products which we sellMs*** has kindly helped us process the claims by sending pictures and, yes, by communicating with us as neededWe are very grateful for that
We have tried to make up for the error in scheduling by completing the installation on SaturdayI am very sorry to hear that there is a less apparent but still visible color difference with the new carpet as wellWe can process a claim as neededWe recognize that this would inevitably take more of Ms***'s time
Please review the enclosed signed contractual agreementOur contract with Ms*** clearly specifies that "It is understood that the installation cannot be precisely scheduled and The Company shall not be liable for lost wages or compensation for time spent waiting, or inconvenience due to customers inability to use any portion of his premises during the order, reorder or installation of the product"I am truly sorry, but we are unable to compensate Ms*** for her time invested in processing this claim
What we have promised, and we are doing, is processing a $refund for the difference in price between Ms***' new carpet and her originally selected carpetMs***'s new carpet style "Centerpoint" sells for $per square foot, while Ms***'s originally selected carpet style "Interior" sells for $per square footThis installation called for square feet
I apologize for our inability to meet Ms***'s, and our own expectations
We appreciate your help with this matter
***
Manager, Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still don't feel that I'm being heard
1) Carpet King's response is authored by the Customer Service ManagerThis is confusing to me as he has told me several times that he does not have the authority to make exceptionsI'm at a loss why my numerous requests to talk with someone with decision making authority continue to be ignored
2) Carpet King's response describes my experience as "less than ideal" and doesn't dispute any of the facts I providedHowever, nothing is offered to remedy the hours of my time required to complete the installation of one room of carpetingThe reference that their contract protects them from responsibility seems "robotic" and short sighted to me
3) Carpet King's response refers to a refund that they are "processing"It has been MONTHS since I selected the new carpetingI have not yet received the refund due to me
When I purchased the $10,worth of carpet, the sales person I worked with was excellentI find it hard to believe that Carpet King stands behind the customer experience I have endured since that timeI would sill welcome the opportunity to discuss my concerns, by phone, with someone higher in the company than the Customer Service Manager, as I remain a very unhappy customer
Final Business Response /* (4000, 10, 2014/10/31) */
***corresponding documents attached
Re: Case ***: *** ***
Ms***,
I apologize for Ms***'s less than ideal carpet purchasing experience
We very rarely encounter repeated claims on the products which we sellMs*** has kindly helped us process the claims by sending pictures and, yes, by communicating with us as neededWe are very grateful for that
We have tried to make up for the error in scheduling by completing the installation on SaturdayI am very sorry to hear that there is a less apparent but still visible color difference with the new carpet as wellWe can process a claim as neededWe recognize that this would inevitably take more of Ms***'s time
Please review the enclosed signed contractual agreementOur contract with Ms*** clearly specifies that "it is understood that the installation cannot be precisely scheduled and The Company shall not be liable for lost wages or compensation for time spent waiting, or inconvenience due to customers inability to use any portion of his premises during the order, reorder or installation of the product"I am truly sorry, but we are unable to compensate Ms*** for her time invested in processing this claim
What we have promised, and we are doing, is processing a $refund for the difference in price between Ms***' new carpet and her originally selected carpetMs***'s new carpet style "Centerport" sells for $per square foot, while Ms***'s originally selected carpet style "Interior" sells for $per square footThis installation called for square feet
I apologize for our inability to meet Ms***'s, and our own expectations
We appreciate your help with this matter
***
Manager, Customer Service

We apologize for the lack of accurate communication during this process There was indeed an in-home appointment, booked under *** and *** *** I am sorry that the order was never finalized We would like to take this opportunity to better serve this
customer We can schedule a different sales person out to the house, with instruction to give the customer a quote on their flooring project during their appointment and to also apply a discount from the regular price I am truly sorry for the inconvenience, and appreciate the Bureau's help in addressing this issue Giuliano *** Customer Service Manager

Initial Business Response /* (1000, 5, 2015/04/24) */
MsW.,
We apologize, but there is an actual expense associated with cancelling your order
I am including a copy of your signed contract, which refers to the 40% restocking charge
In the spirit of good business, we will credit an
additional $(one hundred and forty dollars) to your card
Please don't hesitate to contact us, if you ever find yourself in a position to go ahead with the carpet order
We appreciate your help
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the full amount refundedContract or no contract, taking my money without giving me a product is illegally making a profitAfter losing my job and without wages to pay for the order, I will go to the media if I do not receive the full refund before the middle of May
Final Business Response /* (4000, 9, 2015/05/06) */
Ms***,
Our customer filed a dispute with her credit card company, and American Express has withdrawn $from our bank accountIn addition, we already refunded the customer $
As previously stated, we agree to refund the customer her down payment less $480, and therefore charge her a $restocking charge
Please note that, due to recent activity from American Express, we have not processed the $refund previously mentioned in our correspondence
We apologize for any inconvenience

We had a wonderful experience with Carpet King replacing our carpet They showed up on time for our appointment and really made it easy for us They took care of all the furniture and the installers were very careful and respectful The new carpet looks great and I love my home again

Initial Business Response /* (1000, 12, 2015/05/19) */
We have started a claim with the distributor on behalf of our customerThe distributor will contact the customer and inspect the flooringIf they validate the claim and agree to take back the flooring, we will agree to refund our
customer as requested
***copied and pasted from email

We had different measurement for our family room carpet and was told if there was a large amt of carpet left over they would make a price adjustment We had a large amt left over and told the installers to have it measured as we were instructed I called to follow up and was told it was not their problem but ours Spoke with *** and bought from *** No returned callsI am happy with carpet But unhappy with the service and their lack of follow through square foot difference

We are thrilled with Carpet KingWe had first purchased carpeting with Home Depot We were in the process of buying a home and we wanted the carpeting installed before we officially moved inIn order to do the measure, we need a very specific day and time scheduled since the home was still occupied by the sellersHome Depot gave us such a run-around, no communication between departments, and they could not provide us a specific day and time for the measureHome Depot could only offer a hour time window on a day which would be a huge inconvenience for us and the sellersSo, we dumped Home Depot and scheduled an appointment online with Carpet King They showed up on time as promised Our salesperson was a true professional through the whole processMeasurements were correct, sold us a great product, and followwith us after the install to see what we thoughtVery Courteous, hard working installers, perfect carpet and a great salesperson will make us seek Carpet King for any possible carpet/flooring needs in the futureThank you!

MsW., We apologize for the lack of clear communication during this process, and for the lack of proper cleaning
of the job site After the installer looked at the fridge, we believe that it is not feasible that he scraped, and furthermore dented, the fridge while he moved it in and out However, we are open to working towards a reasonable resolution to this matter Please get an estimate to repair/replace the panel of the fridge We will review the estimate, and present you with more options at that time Thank you, Giuliano *** Customer Service Manager Carpet King *** * *** ** * Minneapolis, MN Office ###-###-#### Fax ###-###-####

Our installation was poorly done. Carpet King solely uses subcontactors for installation and seems to have no control over quality and workmanship. Response to our complaints is glacially slow.
I would not recomend them to anyone

I wanted to thank Carpet King for the great experience. I purchased new carpet and wood floors for my whole home and they did a wonderful Job. My salesperson, Dean was very helpful and both the carpet installers and wood installers did a fantastic job. I just love my new floors!

I'm in the process of replacing our carpet, I made an appt for a free quote, the salesman came out and I felt he was very pushy, I told him I needed time to think about what he told me, I wanted to make sure I was making the right decision, he wanted me to sign a contract, I told him I was not comfortable with this, after going back and forth he got upset, almost like he was whining and said just forget it, very bad vibe from this guy, I will probably not be giving them a call for this reason...

Carpet King really did a great job with my new floor. We love it!

Initial Business Response /* (1000, 5, 2015/04/09) */
Per our attached contract signed by Mr. K., we are not responsible for issues beyond our control or for incidental damage, and this is a perfect example of such.
The installer nailed it in the baseboard in the same manner that they...

usually do.
There is simply no way for any installer to see if there are exposed pipes behind the sheetrock which sits behind the baseboard. It is the homeowner's responsibility to ensure that an adequate protective steel plate is installed in front of the pipes, to protect the pipes from any damage such as this. Seemingly there is a steel plate in front of said pipes, but it does not meet and exceed the height of the baseboard, like it should. Had the steel plate been adequate, damage would have been avoided in the course of installing the baseboard.
It's not feasible to reuse the old nail holes, since the nails would not hold.
We apologize, and suggest the customer files a claim with their insurance company.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't consider the damage incidental and I don't consider it beyond Carpet King, Inc.'s control. I'm involved in a business that works with customers as well and when/if we mess up we make it right for the customer. Otherwise they'll go somewhere else. I've used Carpet King to do 3/4s of the carpet in my house a few years ago and now half of my flooring. Carpet King, Inc. apparently doesn't want the rest of my business, any referrals, any of my friend's business, good references or good publicity. Very short sighted business plan on your part Carpet King, Inc. The pipes were adequately protected by building code. If you haphazardly nail gun into sheet rock, you're going to hit something. And if you do, you need to make it right for the customer.
Final Business Response /* (4000, 9, 2015/04/16) */
I am attaching the recorded conversation I had with Mr. K. on 03/13/15, in which the customer concedes that we nailed through the trim board (and through the sheetrock behind it). The conversation also includes proof of common-sense acknowledgment that there is no way for the installer to know that there are unprotected pipes behind the wall.
Unfortunately, today, we are unable to validate a new and different account of the events.
We apologize for any inconvenience.