Cotton Was A Monkey Inc.

Dear Ms. [redacted],
This flooring has been installed and discounted for the inconvenience. The product was on order and it was to be communicated to the customer that they had a choice to wait for their [order or choose an item from stock. Our office mistakenly told them that there floor was not...

available. Ultimately, we received what was ordered and it was installed.
Thank you,
Thomas P[redacted]

Dear Ms. [redacted],
I understand the frustration on the part of Mrs. [redacted], but we have acknowledged that there is a problem with the underlayment and we have offered a replacement. There are many factors that can contribute to an underlayment settling including moisture. Whatever the reason,...

we are standing behind the installation and replacing it.
In regards to the installation and the material. We purchase directly from [redacted], not a distributor. The "[redacted]" product is not available to [redacted] or any other retailer in the area, it is made specifically for Rochester Linoleum & Carpet One and other Carpet One dealers around the country. It is not a two or three day delivery and it is not a stock item for [redacted]. It is a special order product and takes time to manufacture and be delivered.
The good news is that the material is produced it is in the process to be shipped, once received we will confirm the installation date and replace her existing floor with new.
Thank you,
[redacted]

Dear Revdex.com,  First off I am taking Rochester Linoleum for their word that my floor came and that it was damaged.  I never saw the product or was offered to see it and make a choice.  Flooring is normally shipped in small boxes.  Any damage would not be detected unless all boxes are opened.  The substitute flooring that I was offered to replace what I chose and I looked at on Tuesday 8/16 was not the same stain (which on the phone they said it was) or the same kind of distressed wood that I had on my original choice.  That’s when I started looking at other samples off the floor with my salesman Lou and his kitchen designer for an hour and left around 6:30 with some pictures on my cell phone.  I did not really like any of them and I showed my husband and he did not care for any of the new choices either. We decided then we needed to ask for our deposit back. On Wednesday 8/17 when I went back to the Webster store to ask for a refund I spoke with a salesman named Tom.  He immediately got on the phone apparently with the [redacted] branch to speak with some authority there.  Tom gave me no name as to who he spoke with and it was a lengthy conversation around 30 minutes.  They seemed to give him a hard time and I even offered to speak to whomever was on the other end so I could explain the situation.  When he got off the phone he told me I had to speak with Richard S. but he was off that day.  On Thursday the 18th I first called and spoke to Richard S.  He told me that he needed to review the paperwork first to be fair to himself and me and that he would call me back.  I heard nothing from him and called back Saturday. He told me that it was a special order.  I told him on my receipt it says nothing of a special order.  The conversation was unproductive at best.  The following week of the 22nd I called Mr. S. again asking for a refund of my money.  This time I am told that my flooring will be coming in soon.  If you refer to my previous letter I was told that my floor was on indefinite backorder and even the manufacturer did not know when it would be available for orders.  I told Mr. S. that I was tired of the lies and the stories and now I had heard at least three different versions of where my floor may be. I no longer trust them.  I simply want my deposit refunded.  If this floor was truly damaged they should be able to return it to the manufacture for their monies.  My husband and I own our own business and if something is damage it is returned for credit or credit is issued.  After more phone calls which I have already told you about Mr. S. told me (on 9/9) that he had passed my paperwork to Tom P.  I asked to speak to him and I was told he was gone for the day and could not be reached until Monday 9/12.  No attempts were ever made to contact me except for the initial call that my floor “came in damaged”. .  I am not an unreasonable person.  I went in as requested and looked at other flooring for over an hour.  There was none to our liking nor did they produce the original product therefore a refund is reasonable.  The fact that I had no flooring from Rochester Linoleum set our kitchen remodel back by over a month

In response to this rejection:
I will absolutely call this customer and discuss her dissatisfaction, but the discount was sustention and there should be reason for insult. We do strive for improvement everyday and take all customers complaints seriously. I would hope that we can resolve this issue.
Thank you,
Thomas P

Please be advised that Rochester Linoleum and Carpet One came to inspect carpet very soon after installation, and they are the ones that deemed it "defective".  The problem is they will not communicate with me to get the carpet replaced, and they refuse to let me go to one of their other...

stores.  I have been in contact with and communicating with Carpet One, the national entity they are affiliated with, and they continuously tell Carpet One they will replace the carpet and contact me to do so, but that is it, nothing more happens.