Edwards Carpet & Floor Centers

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ The customer came in and looked at a piece of carpet and said she wanted it made into an area rug with a size of 12xWe ordered in a 12xpiece of carpet and squared it to 12xand sent the rug to her homeWhen she opened it, she said she wanted the pattern to run the opposite redirectionThis was not discussed by her or the salespersonWe explained she would have spent $more because we would have had to purchase the 12xso that we could cut the from the width of the carpet If we hadn't made any mistakes and the discussion had taken place on the front end, she would have had to purchase a 12x12, a $difference If she returned that to us, we would make her the one she wants, but she will incur the $extra for the extra feet of carpet to be used Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel the salesman was not knowledgable about the difference in price of carpet with respect to direction of grainTherefore I feel the rug should be remade at no additional expense to us

Complaint: [redacted] I am rejecting this response until an installation date has been agreed upon and the carpet is actually installed In addition, if the business cannot offer a 25% refund for the inconvenience and my overall disappointment with the product, I would like to know what they can offer I maintain I am due some form of consideration for the delay in taking care of this issue Sincerely, [redacted]

We have sent someone to inspect the problemI will have that report tomorrow and will respondTomorrow is 1/12/I will be in contact by noon

I am sending out an installer by the end of this week to inspect the wood floor paneling which we did install The product is a random pattern sent by the manufacturer If there are any planks that should be replaced due to defects, the installer will replace them Hopefully, this will resolve this complaint

They said they would come Friday. They came out late Friday. The installers said if they redid the floor it would look worse. They said they would talk to their boss Monday (today) and get back to us. This issue is not resolved.

Complaint: ***
I am rejecting this response because: The came and wentNo contact13,14,15,16,also came and wentIt's now the 18, still waiting!!!
Sincerely,
*** ***

I sent an installer out to see if what she was not happy with could be correctedUpon inspection the floor looks exactly how its suppose to look, and to do what she is requiring will need for her to pull up half her floorI have talked to her, and told her obviously I am willing to resolve the issue, but if I tear up her floor and redo this job the floor it will look the exact sameI have offered $and if she would like a 6xrug and I will give that to herPlease let us know if you agree

Initial Business Response /* (1000, 6, 2014/09/03) */
She bought a carpet on special at $per foot for carpet, padding and installationShe was not satisfied with the wear and tear on the carpet
Edwards has agreed to replace the carpet for $totalThis is the first we heard that
the consumer was dissatisfied and she has agreed to remove the complaint from our file

Revdex.com:I have to disagree with your statement that duplicate repeats crammed up within a small 3xsection is exactly how the floor is suppose to lookHowever as for as our phone call I made to you, I have agreed to your offer of $plus a 6xrug
by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/07/31) */
This consumer came in and purchased carpet padding and flooring for a kitchenShe decided the padding felt way too thick and hated the way it feltWe came out and she wanted the padding removed so we removed itShe was happy and we
leftApparently she was unhappy because there was a bump around the perimeter from tack stripsShe didn't call the store but the installerWhen he didn't return right away she filed a complaint with Revdex.comI called the consumer and explained we want to make our customers happy and went over what we've already done to help herI explained when we sold it to her we explained the warranty was not by the installerWe service the job and we guarantee it because we sold it to herShe said she didn't know who to call but she knew who to call the first timeI sent the installer back out and we removed the tack stripsShe told us she was happyWe asked her to let Revdex.com know that she filed this complaint out of haste and she agreedHad she called us originally there would never have been a complaint with the Revdex.com
Initial Consumer Rebuttal /* (3000, 9, 2015/07/31) */
This company did come out and took out the nail strips and straightened the carpet outWe are going to put new base boards onThe carpet it flat nowAfter they took the padding out it still wasn't right and I called the installer back but I should have called Edwards backWhen I didn't get any response out of Edwards I filed with the Revdex.comI do not feel I would have gotten it fixed if I wouldn't have called the Revdex.comMaybe I would have but I did not know what to doThey sent someone out to look at it and he told me there was nothing they could do for me so that's why I called the Revdex.com

Of course I am very sorry for the delay in getting this issue resolved.  The Mill has agreed to replace the carpet in the hallway and the steps.  The carpet has been shipped and received by Edwards Carpet and the earliest installation date I have available is 10/28/2016.  Although I...

am sorry for the delay, we will not be issuing a 25% refund of the cost.  I will be contacting the consumer this evening.

Initial Business Response /* (1000, 10, 2015/07/31) */
This consumer came in and purchased carpet padding and flooring for a kitchen. She decided the padding felt way too thick and hated the way it felt. We came out and she wanted the padding removed so we removed it. She was happy and we left....

Apparently she was unhappy because there was a bump around the perimeter from tack strips. She didn't call the store but the installer. When he didn't return right away she filed a complaint with Revdex.com. I called the consumer and explained we want to make our customers happy and went over what we've already done to help her. I explained when we sold it to her we explained the warranty was not by the installer. We service the job and we guarantee it because we sold it to her. She said she didn't know who to call but she knew who to call the first time. I sent the installer back out and we removed the tack strips. She told us she was happy. We asked her to let Revdex.com know that she filed this complaint out of haste and she agreed. Had she called us originally there would never have been a complaint with the Revdex.com.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/31) */
This company did come out and took out the nail strips and straightened the carpet out. We are going to put new base boards on. The carpet it flat now. After they took the padding out it still wasn't right and I called the installer back but I should have called Edwards back. When I didn't get any response out of Edwards I filed with the Revdex.com. I do not feel I would have gotten it fixed if I wouldn't have called the Revdex.com. Maybe I would have but I did not know what to do. They sent someone out to look at it and he told me there was nothing they could do for me so that's why I called the Revdex.com.

I am sending out an installer by the end of this week to inspect the wood floor paneling which we did install.  The product is a random pattern sent by the manufacturer.   If there are any planks that should be replaced due to defects, the installer will replace them.   Hopefully, this will resolve this complaint.

Initial Business Response /* (1000, 5, 2015/05/14) */
The customer came in and looked at a piece of carpet and said she wanted it made into an area rug with a size of 12x8.6. We ordered in a 12x9 piece of carpet and squared it to 12x8.6 and sent the rug to her home. When she opened it, she...

said she wanted the pattern to run the opposite redirection. This was not discussed by her or the salesperson. We explained she would have spent $200 more because we would have had to purchase the 12x12 so that we could cut the 8.6 from the width of the carpet.
If we hadn't made any mistakes and the discussion had taken place on the front end, she would have had to purchase a 12x12, a $200 difference.
If she returned that to us, we would make her the one she wants, but she will incur the $200 extra for the extra 3 feet of carpet to be used.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the salesman was not knowledgable about the difference in price of carpet with respect to direction of grain. Therefore I feel the rug should be remade at no additional expense to us.

Initial Business Response /* (1000, 5, 2015/05/14) */
The customer came in and looked at a piece of carpet and said she wanted it made into an area rug with a size of 12x8.6. We ordered in a 12x9 piece of carpet and squared it to 12x8.6 and sent the rug to her home. When she opened it, she said she...

wanted the pattern to run the opposite redirection. This was not discussed by her or the salesperson. We explained she would have spent $200 more because we would have had to purchase the 12x12 so that we could cut the 8.6 from the width of the carpet.
If we hadn't made any mistakes and the discussion had taken place on the front end, she would have had to purchase a 12x12, a $200 difference.
If she returned that to us, we would make her the one she wants, but she will incur the $200 extra for the extra 3 feet of carpet to be used.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the salesman was not knowledgable about the difference in price of carpet with respect to direction of grain. Therefore I feel the rug should be remade at no additional expense to us.

We have sent someone to inspect the problem. I will have that report tomorrow and will respond. Tomorrow is 1/12/17 I will be in contact by noon.

They said they would come Friday. They came out late Friday. The installers said if they redid the floor it would look worse. They said they would talk to their  boss Monday (today) and get back to us. This issue is not resolved.

Complaint: [redacted]
I am rejecting this response until an installation date has been agreed upon and the carpet is actually installed.  In addition, if the business cannot offer a 25% refund for the inconvenience and my overall disappointment with the product, I would like to know what they can offer.  I maintain I am due some form of consideration for the delay in taking care of this issue.
Sincerely,
[redacted]