To Whom It May Concern: This letter is in response to a complaint filed by Mr [redacted] Mr [redacted] came in around the end of February and asked to borrow a few sample books to take to a customer of his for resaleHe asked for a contractor price and I gave it to himOne of the books he had picked out had two different weights of carpet, a lighter one and a heavier one, on the same bookThe heavier carpet was about $per square yard more expensiveThe name of each carpet is clearly marked on the sample bookThe night he came in to purchase the carpet, I was not thereHe showed the prices to my nephew who was working that nightHe said it included the paddingSince the price was so cheap, my nephew called me to make sure pad was includedHe read off each carpet, [redacted] and [redacted] Touch, along with the price of each oneMr [redacted] said he wanted the cheaper one that was $This was for [redacted] TouchAnyone with common sense can look at the book and see [redacted] Touch is the less expensive pieceOn top of that, if he thought he bought the more expensive carpet, he would have to believe the cheaper carpet was the higher priceThis carpet was ordered first quality from [redacted] CarpetWhen Mr [redacted] returned to the store with a sample of the carpet he received, he stated that it was not what he had orderedWhen I put the carpet next to the sample, the carpet had a bluish shade to itI told him I thought it was enough of a difference that [redacted] would replace itHe then stated the carpet was not as heavy as the sampleI told him I did not see any difference, but he pointed to the heavier sample, and I told him right there that he knew he had paid for the less expensive pieceHe said he might have asked for the lower price, but gestured toward the higher priced pieceI told him he knew the more expensive piece would have cost more and it was no mistakeHowever, because the piece was off-color when [redacted] approved the claim, I could reorder it in the heavier version for an additional $per square yardI submitted the claim that day which is on record at [redacted] The lbpet pad was ordered by me from [redacted] DistributorsThey stand by the fact that it is lbpad, but instead of waiting to have it tested, I went ahead and replaced it before the test because I knew Mr [redacted] was pressed for timeI’m not singling out [redacted] , but all carpet mills tend to be painfully slow in approving claimsRetail stores are not supposed to reorder carpet before a claim is approvedAfter about or days, I went ahead and reordered the carpet in the heavier weight without [redacted] ’s approvalThe approval finally came the next dayThis is also on file at [redacted] Mr [redacted] was kept up to speed the entire timeWhen he came to pick it up, I told him to forget the extra $per square yard since [redacted] took so longHe loaded up the carpet and pad, we talked, and everything was fine when he leftA few hours later, he came back with the carpet still wrapped up except for a very small slit, and stated that it was also the wrong carpetI told him that was almost impossibleIn forty years, I had never seen a mill send out defective pieces in a rowI felt what I could of the carpet through the small slit, and it felt right to meI called my [redacted] representative and only got a recording, so I called the [redacted] territory manager and talked to himHe also thought it was highly unlikely the carpet was badI told Mr [redacted] I had a steamer which opens new carpet up after being smashed in a factory sealed roll, and it then has a taller lookHe said he only wanted his money backI told him if there was nothing wrong with the carpet, I had no grounds to send it backI told him I would try to get someone from [redacted] to come down and look at it the next dayHe only wanted a refundI then told him that if he wanted a refund, he should not have reordered, because the carpet could not be sent back unless it was defectiveHe said I should take responsibility, saying I ordered the wrong piece to begin withI stopped him there, reminding him that he got what he ordered and paid for and he knew itMy guess is that there was a misunderstanding between Mr [redacted] and his customer as to which carpet was purchasedI still told him [redacted] would test the piece of carpet (and they still will), but he just walked outI don’t know what happened at his customer’s house the second time he went there, but it had nothing to do with Cannon CarpetA copy of his ticket showing the less expensive piece with his signature is on file To sum things up, Mr [redacted] got the carpet he ordered the first time, but the dye lot was offI apologized for that even though it was [redacted] ’s mistakeI then reordered a new piece of carpet before mill approval, where no other carpet store would have done thatI also gave him the upgrade for no extra charge even though it was [redacted] ’s mistakeMr [redacted] got excellent customer service from Cannon Carpet.Sincerely, [redacted] President Cannon Carpet, Inc.Attached are the files in reference to Complaint ID [redacted] The contract attached shows that our business cannot be held liable for orders that may be delayed due to causes beyond our control (i.ethe carpet mill being slow to approve claims and deliver the product)Also attached is the invoice from [redacted] where it shows the carpet we ordered that matches what the customer signed for on his original order
To Whom It May Concern: This letter is in response to a complaint filed by Mr. [redacted]. Mr. [redacted] came in around the end of February and asked to borrow a few sample books to take to a customer of his for resale. He asked for a...
contractor price and I gave it to him. One of the books he had picked out had two different weights of carpet, a lighter one and a heavier one, on the same book. The heavier carpet was about $2.00 per square yard more expensive. The name of each carpet is clearly marked on the sample book. The night he came in to purchase the carpet, I was not there. He showed the prices to my nephew who was working that night. He said it included the padding. Since the price was so cheap, my nephew called me to make sure pad was included. He read off each carpet, [redacted] and [redacted] Touch, along with the price of each one. Mr. [redacted] said he wanted the cheaper one that was $440.96. This was for [redacted] Touch. Anyone with common sense can look at the book and see [redacted] Touch is the less expensive piece. On top of that, if he thought he bought the more expensive carpet, he would have to believe the cheaper carpet was the higher price. This carpet was ordered first quality from [redacted] Carpet. When Mr. [redacted] returned to the store with a sample of the carpet he received, he stated that it was not what he had ordered. When I put the carpet next to the sample, the carpet had a bluish shade to it. I told him I thought it was enough of a difference that [redacted] would replace it. He then stated the carpet was not as heavy as the sample. I told him I did not see any difference, but he pointed to the heavier sample, and I told him right there that he knew he had paid for the less expensive piece. He said he might have asked for the lower price, but gestured toward the higher priced piece. I told him he knew the more expensive piece would have cost more and it was no mistake. However, because the piece was off-color when [redacted] approved the claim, I could reorder it in the heavier version for an additional $2.00 per square yard. I submitted the claim that day which is on record at [redacted]. The 8 lb. pet pad was ordered by me from [redacted] Distributors. They stand by the fact that it is 8 lb. pad, but instead of waiting to have it tested, I went ahead and replaced it before the test because I knew Mr. [redacted] was pressed for time. I’m not singling out [redacted], but all carpet mills tend to be painfully slow in approving claims. Retail stores are not supposed to reorder carpet before a claim is approved. After about 7 or 8 days, I went ahead and reordered the carpet in the heavier weight without [redacted]’s approval. The approval finally came the next day. This is also on file at [redacted]. Mr. [redacted] was kept up to speed the entire time. When he came to pick it up, I told him to forget the extra $2.00 per square yard since [redacted] took so long. He loaded up the carpet and pad, we talked, and everything was fine when he left. A few hours later, he came back with the carpet still wrapped up except for a very small slit, and stated that it was also the wrong carpet. I told him that was almost impossible. In forty years, I had never seen a mill send out 2 defective pieces in a row. I felt what I could of the carpet through the small slit, and it felt right to me. I called my [redacted] representative and only got a recording, so I called the [redacted] territory manager and talked to him. He also thought it was highly unlikely the carpet was bad. I told Mr. [redacted] I had a steamer which opens new carpet up after being smashed in a factory sealed roll, and it then has a taller look. He said he only wanted his money back. I told him if there was nothing wrong with the carpet, I had no grounds to send it back. I told him I would try to get someone from [redacted] to come down and look at it the next day. He only wanted a refund. I then told him that if he wanted a refund, he should not have reordered, because the carpet could not be sent back unless it was defective. He said I should take responsibility, saying I ordered the wrong piece to begin with. I stopped him there, reminding him that he got what he ordered and paid for and he knew it. My guess is that there was a misunderstanding between Mr. [redacted] and his customer as to which carpet was purchased. I still told him [redacted] would test the piece of carpet (and they still will), but he just walked out. I don’t know what happened at his customer’s house the second time he went there, but it had nothing to do with Cannon Carpet. A copy of his ticket showing the less expensive piece with his signature is on file. To sum things up, Mr. [redacted] got the carpet he ordered the first time, but the dye lot was off. I apologized for that even though it was [redacted]’s mistake. I then reordered a new piece of carpet before mill approval, where no other carpet store would have done that. I also gave him the upgrade for no extra charge even though it was [redacted]’s mistake. Mr. [redacted] got excellent customer service from Cannon Carpet.Sincerely,[redacted]President Cannon Carpet, Inc.Attached are the files in reference to Complaint ID [redacted]. The contract attached shows that our business cannot be held liable for orders that may be delayed due to causes beyond our control (i.e. the carpet mill being slow to approve claims and deliver the product). Also attached is the invoice from [redacted] where it shows the carpet we ordered that matches what the customer signed for on his original order.
To Whom It May Concern: This letter is in response to a complaint filed by Mr [redacted] Mr [redacted] came in around the end of February and asked to borrow a few sample books to take to a customer of his for resaleHe asked for a contractor price and I gave it to himOne of the books he had picked out had two different weights of carpet, a lighter one and a heavier one, on the same bookThe heavier carpet was about $per square yard more expensiveThe name of each carpet is clearly marked on the sample bookThe night he came in to purchase the carpet, I was not thereHe showed the prices to my nephew who was working that nightHe said it included the paddingSince the price was so cheap, my nephew called me to make sure pad was includedHe read off each carpet, [redacted] and [redacted] Touch, along with the price of each oneMr [redacted] said he wanted the cheaper one that was $This was for [redacted] TouchAnyone with common sense can look at the book and see [redacted] Touch is the less expensive pieceOn top of that, if he thought he bought the more expensive carpet, he would have to believe the cheaper carpet was the higher priceThis carpet was ordered first quality from [redacted] CarpetWhen Mr [redacted] returned to the store with a sample of the carpet he received, he stated that it was not what he had orderedWhen I put the carpet next to the sample, the carpet had a bluish shade to itI told him I thought it was enough of a difference that [redacted] would replace itHe then stated the carpet was not as heavy as the sampleI told him I did not see any difference, but he pointed to the heavier sample, and I told him right there that he knew he had paid for the less expensive pieceHe said he might have asked for the lower price, but gestured toward the higher priced pieceI told him he knew the more expensive piece would have cost more and it was no mistakeHowever, because the piece was off-color when [redacted] approved the claim, I could reorder it in the heavier version for an additional $per square yardI submitted the claim that day which is on record at [redacted] The lbpet pad was ordered by me from [redacted] DistributorsThey stand by the fact that it is lbpad, but instead of waiting to have it tested, I went ahead and replaced it before the test because I knew Mr [redacted] was pressed for timeI’m not singling out [redacted] , but all carpet mills tend to be painfully slow in approving claimsRetail stores are not supposed to reorder carpet before a claim is approvedAfter about or days, I went ahead and reordered the carpet in the heavier weight without [redacted] ’s approvalThe approval finally came the next dayThis is also on file at [redacted] Mr [redacted] was kept up to speed the entire timeWhen he came to pick it up, I told him to forget the extra $per square yard since [redacted] took so longHe loaded up the carpet and pad, we talked, and everything was fine when he leftA few hours later, he came back with the carpet still wrapped up except for a very small slit, and stated that it was also the wrong carpetI told him that was almost impossibleIn forty years, I had never seen a mill send out defective pieces in a rowI felt what I could of the carpet through the small slit, and it felt right to meI called my [redacted] representative and only got a recording, so I called the [redacted] territory manager and talked to himHe also thought it was highly unlikely the carpet was badI told Mr [redacted] I had a steamer which opens new carpet up after being smashed in a factory sealed roll, and it then has a taller lookHe said he only wanted his money backI told him if there was nothing wrong with the carpet, I had no grounds to send it backI told him I would try to get someone from [redacted] to come down and look at it the next dayHe only wanted a refundI then told him that if he wanted a refund, he should not have reordered, because the carpet could not be sent back unless it was defectiveHe said I should take responsibility, saying I ordered the wrong piece to begin withI stopped him there, reminding him that he got what he ordered and paid for and he knew itMy guess is that there was a misunderstanding between Mr [redacted] and his customer as to which carpet was purchasedI still told him [redacted] would test the piece of carpet (and they still will), but he just walked outI don’t know what happened at his customer’s house the second time he went there, but it had nothing to do with Cannon CarpetA copy of his ticket showing the less expensive piece with his signature is on file To sum things up, Mr [redacted] got the carpet he ordered the first time, but the dye lot was offI apologized for that even though it was [redacted] ’s mistakeI then reordered a new piece of carpet before mill approval, where no other carpet store would have done thatI also gave him the upgrade for no extra charge even though it was [redacted] ’s mistakeMr [redacted] got excellent customer service from Cannon Carpet.Sincerely, [redacted] President Cannon Carpet, Inc.Attached are the files in reference to Complaint ID [redacted] The contract attached shows that our business cannot be held liable for orders that may be delayed due to causes beyond our control (i.ethe carpet mill being slow to approve claims and deliver the product)Also attached is the invoice from [redacted] where it shows the carpet we ordered that matches what the customer signed for on his original order
To Whom It May Concern: This letter is in response to a complaint filed by Mr. [redacted]. Mr. [redacted] came in around the end of February and asked to borrow a few sample books to take to a customer of his for resale. He asked for a...
contractor price and I gave it to him. One of the books he had picked out had two different weights of carpet, a lighter one and a heavier one, on the same book. The heavier carpet was about $2.00 per square yard more expensive. The name of each carpet is clearly marked on the sample book. The night he came in to purchase the carpet, I was not there. He showed the prices to my nephew who was working that night. He said it included the padding. Since the price was so cheap, my nephew called me to make sure pad was included. He read off each carpet, [redacted] and [redacted] Touch, along with the price of each one. Mr. [redacted] said he wanted the cheaper one that was $440.96. This was for [redacted] Touch. Anyone with common sense can look at the book and see [redacted] Touch is the less expensive piece. On top of that, if he thought he bought the more expensive carpet, he would have to believe the cheaper carpet was the higher price. This carpet was ordered first quality from [redacted] Carpet. When Mr. [redacted] returned to the store with a sample of the carpet he received, he stated that it was not what he had ordered. When I put the carpet next to the sample, the carpet had a bluish shade to it. I told him I thought it was enough of a difference that [redacted] would replace it. He then stated the carpet was not as heavy as the sample. I told him I did not see any difference, but he pointed to the heavier sample, and I told him right there that he knew he had paid for the less expensive piece. He said he might have asked for the lower price, but gestured toward the higher priced piece. I told him he knew the more expensive piece would have cost more and it was no mistake. However, because the piece was off-color when [redacted] approved the claim, I could reorder it in the heavier version for an additional $2.00 per square yard. I submitted the claim that day which is on record at [redacted]. The 8 lb. pet pad was ordered by me from [redacted] Distributors. They stand by the fact that it is 8 lb. pad, but instead of waiting to have it tested, I went ahead and replaced it before the test because I knew Mr. [redacted] was pressed for time. I’m not singling out [redacted], but all carpet mills tend to be painfully slow in approving claims. Retail stores are not supposed to reorder carpet before a claim is approved. After about 7 or 8 days, I went ahead and reordered the carpet in the heavier weight without [redacted]’s approval. The approval finally came the next day. This is also on file at [redacted]. Mr. [redacted] was kept up to speed the entire time. When he came to pick it up, I told him to forget the extra $2.00 per square yard since [redacted] took so long. He loaded up the carpet and pad, we talked, and everything was fine when he left. A few hours later, he came back with the carpet still wrapped up except for a very small slit, and stated that it was also the wrong carpet. I told him that was almost impossible. In forty years, I had never seen a mill send out 2 defective pieces in a row. I felt what I could of the carpet through the small slit, and it felt right to me. I called my [redacted] representative and only got a recording, so I called the [redacted] territory manager and talked to him. He also thought it was highly unlikely the carpet was bad. I told Mr. [redacted] I had a steamer which opens new carpet up after being smashed in a factory sealed roll, and it then has a taller look. He said he only wanted his money back. I told him if there was nothing wrong with the carpet, I had no grounds to send it back. I told him I would try to get someone from [redacted] to come down and look at it the next day. He only wanted a refund. I then told him that if he wanted a refund, he should not have reordered, because the carpet could not be sent back unless it was defective. He said I should take responsibility, saying I ordered the wrong piece to begin with. I stopped him there, reminding him that he got what he ordered and paid for and he knew it. My guess is that there was a misunderstanding between Mr. [redacted] and his customer as to which carpet was purchased. I still told him [redacted] would test the piece of carpet (and they still will), but he just walked out. I don’t know what happened at his customer’s house the second time he went there, but it had nothing to do with Cannon Carpet. A copy of his ticket showing the less expensive piece with his signature is on file. To sum things up, Mr. [redacted] got the carpet he ordered the first time, but the dye lot was off. I apologized for that even though it was [redacted]’s mistake. I then reordered a new piece of carpet before mill approval, where no other carpet store would have done that. I also gave him the upgrade for no extra charge even though it was [redacted]’s mistake. Mr. [redacted] got excellent customer service from Cannon Carpet.Sincerely,[redacted]President Cannon Carpet, Inc.Attached are the files in reference to Complaint ID [redacted]. The contract attached shows that our business cannot be held liable for orders that may be delayed due to causes beyond our control (i.e. the carpet mill being slow to approve claims and deliver the product). Also attached is the invoice from [redacted] where it shows the carpet we ordered that matches what the customer signed for on his original order.