Cotton Was A Monkey Inc.

I couldn't attach any pictures here but I have plenty of pictures. I was contacted by the company stating that the flooring is due to arrive on Thursday, August 11th and have made arrangements for the reinstallation for August 18thI have contacted them via email regarding the moldings that need to be replaced as promised, but have yet to hear from themThe man who installed the flooring was said to be a year veteran trained by Armstrong, he had brought his young son and grandson here to help him with the installationHe was a very nice man but when you see the pictures, you will see that this was not done professionallyWe have never been more dissatified by the workmanship and customer service from any businessThey handled this situation poorly and is still unresolved at this point with hopes that they will meet their deadline of the 18th as promised

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] I think that MrP*** is confusedThe "popular item" from *** that was late was not the problem Richard, the employee of years who stepped in at the last minute, was not the problemThe customer service at the Henrietta location from a different employee was the problemMy salesperson, ALISHA K*** did not contact me to inform me that the product would take longer than she anticipatedI did not receive a return phone call from the Service Center when I called to inquire about itWhen speaking to MsK*** over the phone, she was unapologetic about the lateness of the floor, and actually became defensive with words such as, "well how was I supposed to know?", and "this is the first I'm hearing of it and it has nothing to do with me." She told me it would be ready July 2nd- which was again not trueGoing back into the store again on July 4th, MSK*** was embarrassingly rudeExpressing my frustration, she told me that "you can't keep coming in here." MrP***'s response commended the employee Richard, and I won't complain about him at all- this isn't about Richard OR ***This is about the customer service over a month time period from Alisha K*** which included irresponsibility , disrespect, and lying. The offer of future discount is insultingI don't even want the floor I bought from Rochester Linoleum after the embarrassment I dealt withThe fact the company won't take the floor back and give me a refund is ridiculousThe "special order" is not THAT special- they are factory made tiles in boxes that were shipped to your store and can be shipped backI have no plans to redo more floors in my house, which makes the future discount uselessIf I did, there is no way I would shop at this store after this experienceI prefer either the option of returning the tiles for a full refund, or a refund check for whatever the "future discount" would be
Regards,
*** ***

Dear Revdex.com, The flooring installed was done by a year veteran installerHe is Certified by Armstrong to install vinyl flooring, and is factory trainedHe has reviewed the inspection report and we have reordered the flooring and a new installation will commence once we are able to set up a
date with the customer. Thank you, Thomas P***

On 7/*** ***come to our Henrietta store and spoke to our Sales Manager Richard S*Richard now has control of the order and will be in direct contact with *** *** on delivery
Thank you,
Thomas P***

There is absolutely no run around happening hereThe material was ordered and it arrivedTwo days before installation our installer noticed that there was a slight dimple on the surface of the flooring from what looked like the packaging strapsOur solution was to call the customer and give them
the opportunity to reselect or wait for new materialWe then found out that the customer protested their credit card so we are now in limbo waiting to see what the result of this situationShe spoke with our Sale Manager and there was no reasoning with the clientI can not refund on material that we have paid for, the factory will only replace what we believe may be a potential problem after installationI can order other merchandise, but not refund the deposit on special order materialThank you, Thomas P

Our response is the same as the first response givenWe were more than able to come out on the day scheduledThis was not a difficult tramsactionWe do now have materials that are cut to size for the client and these are not cancelablewe will be happy to discuss a solutionOur installation manager will attempt to contact him this week and try to get this resolvedThank you, Thomas P

Revdex.com:
I
have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below This order was placed over days agoWe have called many times as you can see from the following phone log At this point we want our credit card account refunded and will purchase the vinyl elsewhere. Rochester Lineolium phone Record for invoice *** Original delivery date May 8th. Called May 7th and talked to Andre and was told vinyl had not come in He said he would call me Monday. Monday May Andre did not call. Called late May delivery promised by June 2nd. Called June 6thand talked to Sue, told vinyl was at the distributor and would be shipped when they had a full truckload. Called July 7th and talked to Amy said my order had not come inThe person (Andre) who would know was not thereAttempted to talk to Andre two more times but he was unavailable. Called July 8th and talked to Amy againShe said Andre was checking into my order and would call me back in an hour at 11:AMAndre did not call so I called at 3:30 and was told Andre would be back by Called at and got Sue, she said Andre was on the other line so I heldAfter minutes she came back and she could help since knew more about the ordering process than AndreShe would investigate and call me back the next day. Waited till 9:30 and Sue didn't call so I called herShe said the manager was looking into the matter and would call me back with information after the manager came backCalled at 3:54 and Sue told me the manager had pulled my invoice and a number of other orders from the same mill that they where having trouble getting delivery fromI asked what the name if the mill was and she said she didn't know, that she wasn't really involved with the ordering from the mills which contradicts what she had said the day beforeSue also contradicted herself when she said the order had not come from the mill as she had told me June 6th that my order was at the distributor waiting for a full truckload to deliver. I contacted another vendor who said our vinyl was in stock and could be delivered in days from the time of the orderThis also contradicts the message from Sue that they were having trouble getting orders from the mill
Regards,
*** * *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I will contact this customer and do my best to give them a satisfactory installation date and a single contact to work with during the process
Thomas P***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***
and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Message from consumer taken over the phone: I am willing to accept the offer that was made by the business, of $discount on my purchase I have tried to contact them, leaving messages with Richard S*** and requesting a revised invoice reflecting this I have not receive a call back Please contact me to resolve this complaint
Regards,
Laurie Card

Dear Revdex.com, Although I do not want to dispute the customer's dates and times of phone calls, our call log and notes do conflict with her informationWe do our best to keep our preselected goal dates, but they are only goal dates not actual installation datesIt states on the invoice that
installation dates may vary due to availability and when a product is back ordered or not available for their goal date, it needs to be rescheduled or chose a stock product if there is a need for a faster install.I would hope that we would be able to resolve this situationOur installation manager has spoken with the customer and we are reviewing the customers concerns and are scheduled to get back to them before this weekendThey were informed that the materials had arrived and we would like to schedule the installation, but the gentleman that spoke with our installation manager was reluctant to set any dates.Thank you,Thomas P***

Dear Ms***,
This flooring installation was completed on 11/9/
Thank you for your assistance,
Thomas P***

I was not rude or disrespectful to Mrs*** I spoke with her and acknowledged that the refund that she requested was completedShe expressed that she was still dissatisfied and wanted more to be done as I explained in the last emailI did leave her messages on both numbersI only wanted to communicate that I do have a few items that might work for her if she still wanted to replace her bedroom, but that we would have to revisit the fact that there was already a credit given for this error of installing the wrong carpets in the wrong rooms
I would never try to intimidate or mistreat anyone, especially a customerI received her phone call on my personal cell phone, I left this number for her on her voice mail to avoid not being able to speak to herI had no indication during our conversation that she was upset beyond the carpet situation
Thank you,
Thomas P***

Dear Revdex.com,I investigated this sale thoroughlyI reviewed the original invoice and interviewed the sales associate involved in this transaction.To start the Groupon is strictly only for Area Rug purchases, not remnants or wall to wall carpeting or the likeThere is a separate Groupon for Wall to
Wall purchases.The Sales Associate allowed the customer to use the Groupon at face value for this purchase to accommodate them, it was a gesture of good business and customer relations.Secondly, the remnant purchased for binding, was just as stated on the invoiceA single Remnant to be cut to 8'x10' and bond on all edgesThere was no cushion(pad), delivery or "Installation" added or noted on the invoiceIt was not purchased, therefore it will not be suppliedA bound remnant is not made to be "installed" , but only to lay flat over the floor.There is no installation of a bound remnant required, if the would like a delivery, we could do so at a feeThe material is bound and at the Webster location waiting for pick up and we would be happy to assist them in any way we can.Thank you,Thomas P***

Dear Ms***
Mrs*** *** agreed to finance her flooring for a term of months from the day of purchaseShe read and signed an invoice, a credit application, a bank draft for the amount of the purchase and a completely separate agreement that states "I agree to pay final sale
amount according to ** *** (***) agreementI understand that the financing promotion offered starts at the time of purchase"
We order merchandise according to the customers needs, size, color (pattern) etcThe prefunding is set forth to accommodate clients to not have to put down the required 50% deposit at the time of purchase and gives them the flexibility of paying over an extended time periodWe will not restart the financing for this orderwe have lived up to our agreement and the material was ordered, it has arrived and we have been attempting to schedule installation, but have not been successful in doing so
Thank you,
*** ***

Dear *** ***,
I am sorry the customer is unhappy and we will do everything we can to fill their orderOur Sales Manager will contact and work with them on resolving this issue
Thank you,
Thomas P

I apologized for the error and sent the refund as soon as it was brought to my attentionI wrote Tom by mistake, and it is absolutely ridiculous to call this a stalling tactic for a simple $refundIt was a mistake, human error does still exist without motiveWe process paperwork by hand and from time to time paperwork is misplaced
Thank you,
Thomas P

Dear Ms***,
This material is still in our Canandaigua showroom waiting for pick up or we can arrange for deliveryAgain, this was a special order item that was ordered specifically for this customerOur invoices clearly explain our policy and these are non-cancelable or refundable
Thank you,
Thomas P***

Dear Revdex.com,The new carpeting was installed on 5/12/17.Thank you,Thomas P***