Direct Carpet Mill Outlet Store

In response to the *** complaint:Mrs*** came into our establishment in December of She was shopping for hardwood & carpet She was very nice We showed her various samples of hardwood & carpet She asked us if we would come to her house and measure, we did so
free of charge We took samples with us and spent time going over different colors with herWhen Mrs*** came back to the store, she asked us if we finance, told her we go through *** Financial and would be glad to give her an application They filled it out and were acceptedThe problem was she wanted to purchase the carpet off of Direct, but we didn't have a hardwood they like and were only approved for a certain amount of money, they were not approved for enough to get the carpet and hardwood they really wantedMrs*** asked us if we would still get the loan for them, we keep the money for the carpet, padding and labor and cut them a check for the remaining balance so they could buy the hardwood from *** We normally won't do that, but they were in a tough spot so we agreed to it They still didn't have all the money to buy the hardwood they wanted, so we adjusted for them The carpet the ***s picked out was a continuous filoment Cleartouch fiber w/R2x stain release, most of our jobs we sell off of this sample and have never had a complaint We sold her a good quality with the money they had to work with Mrs*** claims the carpet is not in a high traffice area, although it runs up her steps and down @ end of the hallway These are extremely high traffic areas After about or months, all carpet loses its newness.Mrs*** stated that she does not want us in her house or have the carpet replaced because it took us so long to get back with her Myself and my employee were out of town and we are short staffed Had family emergency Mrs*** stated she wants a full refund on the carpet, padding, and labor Our installers also bid the hardwood for her out of kindess, even though they did not purchase it from Direct Carpet We have certain steps we have to go through, go out to the customers house, look at complaint, fill out form, submit it to manufactuer They then send out an independant inspector to make the final judgement If we can't go to the home, we can't get anything resolved We can't just give them their money back after carpet has been down for - months If Mr& Mrs*** will permit us to go through the proper procedures, we might be alble to get something resolved, but what their asking isn't even fair