Carpet World

Home Renovations and Customer Service My husband and I decided to upgrade our kitchen by putting in new counter tops, backsplash, new sink and taps We really wanted to deal at one place, so we would have coherence and felt it would be less stressful We were lucky, as we found most of what we were looking for at the Home Building Centre in Prince Albert The gentleman we dealt with was knowledgeable, courteous and sincere Our experience with him, the store and the trades people we dealt with were all very professional and treated us with respect and consideration We decided we would like an accent tile to go with the tile we picked out, however we could not find one that we wanted, so we shopped around and ended up at Carpet World We spoke with a man and let him know we were looking for a tile for trim and he eagerly showed us their showroom area of tiles available We found one that we really liked and he was kind enough to let us take a small sample with us to see the overall look with the new countertop and backsplash While there, I asked if there was any left over tile, could we return it? We were told yes, people have returned one full tile and they accept it After viewing the overall combination of our choices, we decided to proceed with our renovations and went to Carpet World to buy the tile for the trim We were told, they did not have that particular tile in stock, but it could be ordered and delivered within a reasonable length of time Also, we were told there was a delivery fee of $ We gave the man the dimensions of the area and we only needed tiles and he gave us the total, which we paid When it was time for the tile to be installed, the tradesman took a sheet of the trim to put with the main tile we had chosen and as the trim tile was natural stone, it was so much thicker then the glass tile He advised he could not make it flush, as the grout would push through the glass tile To show us how it would look, once rows of the glass tile was installed, we could see the trim tile would not look good protruding out I said no problem, we were told we could return the trim tile I called the man we had dealt with at Carpet World to let him know we could not use the tile and why and he said sorry, you can't return on Special Orders I was shocked and said, "But I asked you, and you said no problem returning any unused tile and we did not use any of the tile." "It is all in the box it came in." He then said, alright bring it back and we will exchange it for another tile I replied, it is too late to exchange it, as the main tile is being installed right now He then said, it is their policy, no returns on Special Orders and he would have to speak with his boss I said okay and I would be over the next day to return the tile On approaching the counter a lady offered to help me I told her who I was and that I was returning the box of tiles that we bought She said it was a Special Order and there are signs all over the place, saying no returns Then, when the man came to see me, he argued that he did not tell us we could return the tiles and said he had a photographic memory and knows what he said "We have signs up no returns on Special Orders" I replied, if we knew that, we would not have ordered the tiles and why would we read signs, when he told us we could return any unused tilesMy husband and I heard what he said and please talk with his boss and I would be back for my money and I left the box of tiles I also said if this was not settled I would go public My husband called later to see if everything was settled and asked when we could get our money back We were told yes, but there would be a small restocking fee and now we have to deal with someone else and gave us her name and we could come in that day On returning to the store, the lady I was referred too, let me know yet again their policy is no returns on Special Orders to which I replied, I did not know we had a Special Order, as we picked the tile out from their showroom She also referred to the signage regarding no returns to which I replied, "Why would I read a sign, when I asked and was told left over tile could be returned." The lady said she just wanted to let me know, they are doing this on an exception basis and she already informed my husband there would be a restock fee of 40% I was surprised and disappointed, as 40% is not a small fee I asked what my husband thought and she said he was not happy She said it was unfortunate for the miscommunication, but really the tiles were no good to them and would be thrown out I said, "Really!" She replied they would put them in a room with others partial orders and would try and sell them firstShe calculated what she would rebate us, which was no where near whst we paid It was not a good experience The service and treatment was degrading and insulting "Buyer Beware!"

We apologize for the delay in our responseI have investigated the matter as well as spoke to the employee involved and the customerThe employee obviously went outside of our business practices and participated in activity that we neither allow or condoneThe employee has been counseled and reprimanded and it has been made perfectly clear that we do not "visit" our customers' places of employmentI spoke to Ms [redacted] on 6/27/and we have a very productive conversationI explained our policy on calling the place of employment, including calling the SupervisorShe stated that she completely understood and she did report that no personal or private information was left on the supervisor's voicemail, just a name and numberI also apologized for the employee taking a letter to her employment and assured her that it would be handled immediately to prevent that from occurring againMs [redacted] and I worked out a plan for her account and she stated that she would contact the Revdex.com and let them know that the situation has been resolved and was done so to her satisfaction Sincerely, [redacted] *** Area Supervisor E Z Cash Loans

I have spoke with the General Manager, he was very polite and reassured the issue would be resolvedHe was very nice and willing to work with me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Response: We are committed to excellent customer service and value strong, working relationships with our customers.  When we fail to meet those standards or a customer is dissatisfied with their experience, their feedback is taken seriously and handled in a thorough...

manner.  We have addressed the concerns outlined in this complaint and believe the resolution to be to the customer’s satisfaction.

Home Renovations and Customer Service
My husband and I decided to upgrade our kitchen by putting in new counter tops, backsplash, new sink and taps. We really wanted to deal at one place, so we would have coherence and felt it would be less stressful. We were lucky, as we found most of what we were looking for at the Home Building Centre in Prince Albert. The gentleman we dealt with was knowledgeable, courteous and sincere. Our experience with him, the store and the trades people we dealt with were all very professional and treated us with respect and consideration.
We decided we would like an accent tile to go with the tile we picked out, however we could not find one that we wanted, so we shopped around and ended up at Carpet World. We spoke with a man and let him know we were looking for a tile for trim and he eagerly showed us their showroom area of tiles available. We found one that we really liked and he was kind enough to let us take a small sample with us to see the overall look with the new countertop and backsplash.
While there, I asked if there was any left over tile, could we return it? We were told yes, people have returned one full tile and they accept it. After viewing the overall combination of our choices, we decided to proceed with our renovations and went to Carpet World to buy the tile for the trim. We were told, they did not have that particular tile in stock, but it could be ordered and delivered within a reasonable length of time. Also, we were told there was a delivery fee of $35.00. We gave the man the dimensions of the area and we only needed 4 tiles and he gave us the total, which we paid. When it was time for the tile to be installed, the tradesman took a sheet of the trim to put with the main tile we had chosen and as the trim tile was natural stone, it was so much thicker then the glass tile. He advised he could not make it flush, as the grout would push through the glass tile. To show us how it would look, once 4 rows of the glass tile was installed, we could see the trim tile would not look good protruding out. I said no problem, we were told we could return the trim tile.
I called the man we had dealt with at Carpet World to let him know we could not use the tile and why and he said sorry, you can't return on Special Orders. I was shocked and said, "But I asked you, and you said no problem returning any unused tile and we did not use any of the tile."
"It is all in the box it came in." He then said, alright bring it back and we will exchange it for another tile. I replied, it is too late to exchange it, as the main tile is being installed right now. He then said, it is their policy, no returns on Special Orders and he would have to speak with his boss. I said okay and I would be over the next day to return the tile.
On approaching the counter a lady offered to help me. I told her who I was and that I was returning the box of tiles that we bought. She said it was a Special Order and there are signs all over the place, saying no returns. Then, when the man came to see me, he argued that he did not tell us we could return the tiles and said he had a photographic memory and knows what he said. "We have signs up no returns on Special Orders". I replied, if we knew that, we would not have ordered the tiles and why would we read signs, when he told us we could return any unused tiles. My husband and I heard what he said and please talk with his boss and I would be back for my money and I left the box of tiles.. I also said if this was not settled I would go public.
My husband called later to see if everything was settled and asked when we could get our money back. We were told yes, but there would be a small restocking fee and now we have to deal with someone else and gave us her name and we could come in that day. On returning to the store, the lady I was referred too, let me know yet again their policy is no returns on Special Orders to which I replied, I did not know we had a Special Order, as we picked the tile out from their showroom. She also referred to the signage regarding no returns to which I replied, "Why would I read a sign, when I asked and was told left over tile could be returned." The lady said she just wanted to let me know, they are doing this on an exception basis and she already informed my husband there would be a restock fee of 40%. I was surprised and disappointed, as 40% is not a small fee. I asked what my husband thought and she said he was not happy. She said it was unfortunate for the miscommunication, but really the tiles were no good to them and would be thrown out. I said, "Really!" She replied they would put them in a room with others partial orders and would try and sell them first. She calculated what she would rebate us, which was no where near whst we paid. It was not a good experience. The service and treatment was degrading and insulting. "Buyer Beware!"

[redacted]'s response is incorrect in several ways. [redacted], herself, came out to do measurements prior to the work being done. I showed her the piano and she said her guys could move it and move it back as part of the installation. So, she should have (and I believe did) factor that into the quote she...

provided.Furthermore, Carpet World was actually scheduled to do the complete installation on July 17, 2015. even called them a couple of days in advance to confirm that they had all of the material and were ready as I was taking time off of work for this. An employee at Carpet World (I believe named Mary) did confirm that everything was there and they were ready. The day of the install, they were very delayed arriving for the installation and come to find out, they did not have the correct carpet after all. Nonetheless, they installed part of the carpet job (the material they did have) and while there saw and acknowledged that the piano was there and that they would be moving it. It is worth noting that Jim, back at the Carpet World office, spent most of the day not taking any responsibility for not having all of the carpet. This caused them to have to come back and for me to have to take additional time off work.Finally, on July 24, the second day of the installation, the group of children and adolescents that Jerry, Carpet World's installer, brought out to help with the job actually offered to move the piano to the basement for a small amount of money (I believe they said $40). Jerry and concluded that this was not a good idea due to the weight of the piano and the relatively small size of his children and adolescents and their lack of any equipment to move it down the stairs properly. So, I offered some padded sliders to help them move it out of the way while protecting the carpet and/or tile (which they declined and said they had their own but never used). I never instructed them where or how to move it. I overheard them talking among themselves about how much easier it was to move if they rocked it backwards onto the rear casters (which puts an extreme amount of weight on two small metal casters, one of which broke the piece of ceramic tile).believe Carpet World is 100% at fault and responsible. There was nothing wrong with the tile beforehand. [redacted], herself, acknowledged and took into account the piano while taking measurements and quoting the job. Jerry acknowledged on July 17th that the piano was there and would have to be moved by Carpet World. Jerry and his crew declined my offer to supply padded sliders.I would like to know when this will be fixed by Carpet World at their expense or who will authorize another company to fix and bill back to Carpet World.Best regards,[redacted]

We apologize for the delay in our response. I have investigated the matter as well as spoke to the employee involved and the customer. The employee obviously went outside of our business practices and participated in activity that we neither allow or condone. The employee has been counseled...

and reprimanded and it has been made perfectly clear that we do not "visit" our customers' places of employment. I spoke to Ms. [redacted] on 6/27/2017 and we have a very productive conversation. I explained our policy on calling the place of employment, including calling the Supervisor. She stated that she completely understood and she did report that no personal or private information was left on the supervisor's voicemail, just a name and number. I also apologized for the employee taking a letter to her employment and assured her that it would be handled immediately to prevent that from occurring again. Ms. [redacted] and I worked out a plan for her account and she stated that she would contact the Revdex.com and let them know that the situation has been resolved and was done so to her satisfaction.                                 �...⇄ Sincerely,                                                                                                                    [redacted]                                   ...⇄   Area Supervisor                                   ...⇄ E Z Cash Loans

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.]
Please see attached. Regards,
[redacted]

Home Renovations and Customer Service
My husband and I decided to upgrade our kitchen by putting in new counter tops, backsplash, new sink and taps. We really wanted to deal at one place, so we would have coherence and felt it would be less stressful. We were lucky, as we found most of what we were looking for at the Home Building Centre in Prince Albert. The gentleman we dealt with was knowledgeable, courteous and sincere. Our experience with him, the store and the trades people we dealt with were all very professional and treated us with respect and consideration.
We decided we would like an accent tile to go with the tile we picked out, however we could not find one that we wanted, so we shopped around and ended up at Carpet World. We spoke with a man and let him know we were looking for a tile for trim and he eagerly showed us their showroom area of tiles available. We found one that we really liked and he was kind enough to let us take a small sample with us to see the overall look with the new countertop and backsplash.
While there, I asked if there was any left over tile, could we return it? We were told yes, people have returned one full tile and they accept it. After viewing the overall combination of our choices, we decided to proceed with our renovations and went to Carpet World to buy the tile for the trim. We were told, they did not have that particular tile in stock, but it could be ordered and delivered within a reasonable length of time. Also, we were told there was a delivery fee of $35.00. We gave the man the dimensions of the area and we only needed 4 tiles and he gave us the total, which we paid. When it was time for the tile to be installed, the tradesman took a sheet of the trim to put with the main tile we had chosen and as the trim tile was natural stone, it was so much thicker then the glass tile. He advised he could not make it flush, as the grout would push through the glass tile. To show us how it would look, once 4 rows of the glass tile was installed, we could see the trim tile would not look good protruding out. I said no problem, we were told we could return the trim tile.
I called the man we had dealt with at Carpet World to let him know we could not use the tile and why and he said sorry, you can't return on Special Orders. I was shocked and said, "But I asked you, and you said no problem returning any unused tile and we did not use any of the tile." "It is all in the box it came in." He then said, alright bring it back and we will exchange it for another tile. I replied, it is too late to exchange it, as the main tile is being installed right now. He then said, it is their policy, no returns on Special Orders and he would have to speak with his boss. I said okay and I would be over the next day to return the tile.
On approaching the counter a lady offered to help me. I told her who I was and that I was returning the box of tiles that we bought. She said it was a Special Order and there are signs all over the place, saying no returns. Then, when the man came to see me, he argued that he did not tell us we could return the tiles and said he had a photographic memory and knows what he said. "We have signs up no returns on Special Orders". I replied, if we knew that, we would not have ordered the tiles and why would we read signs, when he told us we could return any unused tiles. My husband and I heard what he said and please talk with his boss and I would be back for my money and I left the box of tiles.. I also said if this was not settled I would go public.
My husband called later to see if everything was settled and asked when we could get our money back. We were told yes, but there would be a small restocking fee and now we have to deal with someone else and gave us her name and we could come in that day. On returning to the store, the lady I was referred too, let me know yet again their policy is no returns on Special Orders to which I replied, I did not know we had a Special Order, as we picked the tile out from their showroom. She also referred to the signage regarding no returns to which I replied, "Why would I read a sign, when I asked and was told left over tile could be returned." The lady said she just wanted to let me know, they are doing this on an exception basis and she already informed my husband there would be a restock fee of 40%. I was surprised and disappointed, as 40% is not a small fee. I asked what my husband thought and she said he was not happy. She said it was unfortunate for the miscommunication, but really the tiles were no good to them and would be thrown out. I said, "Really!" She replied they would put them in a room with others partial orders and would try and sell them first. She calculated what she would rebate us, which was no where near whst we paid. It was not a good experience. The service and treatment was degrading and insulting. "Buyer Beware!"","neg-1

Can not get them to complete a flooring job started over three months ago.We obtained the services of Carpet World in Prince Albert to replace hardwood in our kitchen, dining room and hallway. It was an insurance claim. A person from Saskatoon came the beginning of July and did the majority of the work but is yet unfinished. Some of the work is not satisfactory. Numerous calls and complaints to Carpet World have not resulted in any resolution. Desired SettlementI would like the work that has been done incorrectly fixed and the job completed as soon as possible.Business Response Hello, This is to inform you that Carpet World has been in contact with Mr [redacted] and we are scheduled to do the repairs to his flooring on Monday December 8, 2014. [redacted]