Carpets & Us

For over 28 years Carpets & Us, a Woman Owned Business, has been servicing Nassau County community residential flooring needs. Our business model, as exemplified by our customer ratings and years of repeat business, has earned the trust of Long Island residence. Most of our customers come to us...

by word of mouth. We pride ourselves on insuring that our merchandise is first grade with strong manufacturer and store warrantees and reliable customer care and service.On December **, 2016, [redacted] came into our showroom and selected a Linoleum floor for her mothers newly purchased retirement home. The order was written on PO# [redacted] with payment in full of $1,354.00 charged to [redacted] with signature authorization. On Sunday, December **, 2016, [redacted] cancelled her original order. Our sales associate, Carol, was unfamiliar with how to process a Credit Card refund and assured her that we would process the refund on Monday morning. Since the material had not been ordered, there would not be a problem. Regardless of this conversation and store assurances [redacted] notified [redacted] of the canceled order and was erroneously informed by an [redacted] agent that Carpets & Us denied [redacted]'s chargeback request. She requested of [redacted] that they effectuate a dispute for $1,354.00. [redacted] then called us and stated that our lack of response infuriated her. I personally spoke with [redacted] and assured her that we had no communication in any form with her credit card company She stated that she put a chargeback on the original purchase of $1,354.00. I responded by agreeing with her request and notified her credit card company that we approved this transaction. She came back to the showroom on December **, 2016 and selected another linoleum product for the same residence. Unfortunately, when we attempted to place the order with the manufacturer we were informed that it was out of stock. We immediately called [redacted] and she reselected another manufacturer and style that she said she viewed at G.Fried carpet. During that phone conversation, our store manager, Bill, readjusted the purchase order to reflect a store credit of $76.00 that the customer agreed to apply to her future carpet order. The customer was made aware that this was the reduction in the cost of the revised selection. Please understand, Carpets & Us and all flooring stores display for sale the flooring manufacturers products which we then install in our customers homes and small business. We have no influence over the manufacturers, nor do we control availability of product or delivery. Most products are based on manufacturer inventory and shipping. It is unfortunate that the product [redacted] selected was out of stock, but as you must now understand, fully out of our control. We had requested from the manufacturer when they would have stock available and asked [redacted] if she would like to review our product line for other options.We regret [redacted]'s dissatisfaction with the store, but in truth it was an issue out of our control. AS you review our history you will find that we have no similar experiences of dissatisfaction and request that you expunge any record of this issues from your files.Floors to Go Design Center at Carpets & Us[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I did immediately make another purchase, and was told again that the credit card machine was broken and could not give me the $76.00 refund. The linoleum has been installed, I have spoken with the owner regarding these transactions, and [redacted] has credited me the refunds after sending in documentation.  I did request that they send back the installer to clean off all the glue that was left on the floor which was not noticeable until workmen walked on the floor.  After the owner, stated she hoped we could put the problem of my not receiving my refunds behind us, her answer to me about the glue, was "could someone else have gotten it there?"  I have removed the glue myself!  I still have to deal with the issue of paying for a skim coat that was not applied.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]