Carpet One - Contract Flooring

Review: "I was building a home and needed tile for my master bathroom. I ordered tile through Carpet One. I was informed the tile would arrive in approx 2 weeks. I called 2 weeks later and was told the tile was in Dallas Texas and needed to be trucked to Montana but the title was on its way and would arrive in May.I told them I would not be able to close on my house until the bathroom was completed.Time was of the essence.In May I was told the tile was not in Dallas, rather was being manufactured in China and would not be available for another month.I called during last week of June and was told the tile would be available July 1.On July 1 I was given an excuse and the tile would arrive on July 2.I asked they deliver it to my house. On July 2 I got a call. They were outside my house but no one was home.I was never told the tile was in or a delievery time.I had to leave work to meet the delivery people at my house. Once off loaded I noticed the mosaic tiles were missing. The delivery driver was not given mosaic tiles to deliver.By this time I was extremely frustrated with the entire process.I called asked why the mosaics were not delivered. I was told by [redacted], you told me to cancel that order." At that point I lost my temper. I did NOT cancel the mosaic tiles! I had been waiting for these tiles for months! They needed to get me the mosaic tiles immediately. They had cost me thousands of $ b/c mortgage rates had increased and I couldn't close on my house b/c the bathroom was not done. I contacted the owner , [redacted] to calmly and politely explain my grievance he interrupted me and yelled,I dont need to talk to you! Then hung up on me. I was dumfounded. I have never been treated so rudely by a company in my entire life.Later one of the delivery drivers told me he found the mosaics. I thanked him for finding the mosaic that I supposedly "cancelled."I hope that by writing this Carpet One begins to treat the people that keep that business alive and runnining, their customers with some respect.Desired Settlement: During this process I was never offered a discount for the hardship they caused. I wish that they would have been upfront and truthful with me in the beginning and told me it would take 2 months not 2 weeks. I wouldnt have ordered the tile. But they chose to get a quick sale by stringing me along with false hope and flat out lying to me.

Business

Response:

After the first backorder date was not made, the tile order should have been cancelled and other options should have been considered.

Our tile supplier, who we deal with on a daily basis, has been excellent for prompt service and ninety-nine percent of the time backorder dates are met.

After the 2nd backorder, [redacted] indicated that [redacted], General Contractor told her to cancel and select tile that was readily available. She was willing to wait because she decorated the room around the tile.

On arrival of the tile, we delivered the tile shipment as requested. No time was set by [redacted]. We just indicated we would deliver ASAP. The mosaic tile she was referring to was the matching mosaic which she did not order but a glass mosaic that had been in our warehouse for two/three weeks. We delivered the glass mosaic within 30 minutes.

As far as a discount, she purchased the tile @ contractors' price which if she compared costs to other suppliers she saved 40/50%.

During the phone call to the store to discuss the situation, she was not calm or polite. The F word and other choice expletives were used in the first 30 seconds of the call and I told her I did not have time for this type of conversation and I hung up - extending the phone call only would have made matters worse.

As I indicated, this order should have been cancelled after the 2nd backorder. We have been in business for over 40 years. I have been there since the business started and we have built our business on customer service and repeat business.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9610376, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was never informed by Carpet One the tile should be cancelled. The only information that I received was numerous later dates from different people in which the title would be delivered. The dates were never that far apart. I was told the tile would arrive and that date would come and go. I would receive another excuse and new date promised in which the tile would arrive that was only a few weeks away. I decorated my bathroom around the tile because I was informed the tile would arrive shortly.