Exposition Flooring Design Center, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am content with delivery being handled.  After I sent my message I thought further and I do not trust Exposition Flooring to bind my new remnant.  I will await contact info when the area rug is ready and then provide delivery instructions.
Sincerely,
[redacted]

In response to Mrs. [redacted] claim, Exposition would like to apologize for any misunderstanding between our representative and Mrs. [redacted] as to how the claim process works and the time it takes. When we were contacted for...

the 1st time in mid-February 2016 about the issues she was having we asked that the product be brought back with the receipt so we could see what needed to be done to correct the situation with the product. At that time she requested her money back and would not return the product for review without a guarantee that she would get a full refund. Exposition requested the opportunity to see the product and address the issues. The product was a remnant [redacted] that was purchased in May of 2015. Mrs. [redacted] said she would not be able to bring us the product so we made arrangements to have the [redacted] picked up for inspection and testing at no charge to the client. When the product arrived at Exposition it was identified as being produced by [redacted] Carpet. At which time we contacted the manufacturer to come and inspect the [redacted] for a manufacture defect. The manufacturer representative is coming to Exposition on February 29, 2016 to test for a manufacture defect. This remnant is the balance of a 13’2x98’ roll that the remainder of this roll has been installed in various other clients’ homes and to date no other claims have been reported to Exposition on this roll. However, the client was advised at the date of purchase that the material should have the cut ends of the [redacted] bound to secure the fibers from shedding. This is a service we provide on remnants at an additional cost. If the clients do not want to incur this additional cost they are advised they can use white Emler glue between the [redacted] backing and the base yarn to secure the fibers on the end. We do not see evidence of this glue. It is advised that if we are able to secure a new [redacted] for the client either the binding be added to the [redacted] at an additional cost or the client use the DIY method of glue to lock in the fibers on the side of the product. We also found an excessive amount of foreign material in the fibers (candy, plastic and wood splinters) that should have been removed by vacuuming. This is requested by the manufacturer to happen at least once a week by a vacuum that is suction only. We are trying to secure a new piece of the material by the manufacture at no charge to the client based on the manufactures determination. However, if the ends of the product are not sealed or bound the shedding will continue from the ends of the carpet. We have also requested the care and maintenance instructions for Mrs. [redacted] so the product can be maintained properly. Due to the time the manufacturer needs to process claims they can take up to 3weeks to provide us with answers. Again, I am sorry that Mrs. [redacted] misunderstood our intentions on correcting the situation she is having with the product purchased, but we do need to work with the manufacturer when clients state they feel this is a manufacturer defect. We respectfully request 3 weeks for the manufacturer to do its testing and inspection process. Thank you, [redacted]

March 17, 2016
Revdex.com
330 N Wabash, Ste. 3120
Chicago, IL 60611-7621
RE:     Complaint [redacted]                                   ...⇄
            [redacted]
            8117 Gross Point Road
            Morton Grove, IL 60053
We received Ms. [redacted]’s rejection to our solution to the problem with her carpet.
In review of this complaint process we feel we have addressed your concerns
·   2/26/2016 -Contacted by Revdex.com as to Ms. [redacted]’s complaint about her 10 month old carpet.
·   2/29/2016 - We responded in detail to her concerns
  Apologized for misunderstanding and the way the claim process worked with the time frame
                  Advised of conditions found with the [redacted] & advised solutions
·   3/1/2016 - Ms. [redacted] rejected our explanation.
She advised Exposition that she did not trust we would not return a new carpet
·   3/7/2016 - We responded with a reasonable solution that we hoped would solve her issues.
Advised manufacturer was replacing the material
Offered cleaning & maintenance instructions
Advised how to address the raw ends
Advised Exposition would return the new [redacted] in the original wrapping to her or a new dealer                         
·   3/10/2016 - We did not receive a response to our solution and called/emailed the Revdex.com to communicate with Ms. [redacted] Exposition was waiting for her acceptance.
·   3/16/2016 – Ms. [redacted] rejected our response after hearing from the Revdex.com.
·   3/16/2016 – Since all of our responses have been rejected we suggest the following:
The new rug arrived at Exposition and is still wrapped as delivered to us from the manufacturer.
Since Ms. [redacted] expressed distrust that Exposition would not return the new [redacted] we are not offering binding at our store.
The material will be held for 6 months for Ms. [redacted] to advised Exposition of the Dealer or her home for the delivery in the original wrapping
Exposition will pay the new Dealer for delivery, but not the binding.
We appreciate all the effort that Revdex.com has put forth in trying to solve this complaint.
Exposition has apologized, obtained new material larger than what was purchased and paid for pick up and delivery of the new product. We have addressed Ms. [redacted]'s original complaint and are waiting for a date for delivery of the new carpet.
Thank you,
[redacted]
            [redacted]             8117 Gross Point Road             Morton Grove, IL 60053 We received Ms. [redacted]’s rejection to our solution to the problem with her carpet. In review of this complaint process we feel we have addressed your concerns ·   2/26/2016 -Contacted by Revdex.com as to Ms. [redacted]’s complaint about her 10 month old carpet. ·   2/29/2016 - We responded in detail to her concerns   Apologized for misunderstanding and the way the claim process worked with the time frame                   Advised of conditions found with the [redacted] & advised solutions ·   3/1/2016 - Ms. [redacted] rejected our explanation. She advised Exposition that she did not trust we would not return a new carpet ·   3/7/2016 - We responded with a reasonable solution that we hoped would solve her issues. Advised manufacturer was replacing the material Offered cleaning & maintenance instructions Advised how to address the raw ends Advised Exposition would return the new [redacted] in the original wrapping to her or a new dealer                          ·   3/10/2016 - We did not receive a response to our solution and called/emailed the Revdex.com to communicate with Ms. [redacted] Exposition was waiting for her acceptance. ·   3/16/2016 – Ms. [redacted] rejected our response after hearing from the Revdex.com. ·   3/16/2016 – Since all of our responses have been rejected we suggest the following: The new rug arrived at Exposition and is still wrapped as delivered to us from the manufacturer. Since Ms. [redacted] expressed distrust that Exposition would not return the new [redacted] we are not offering binding at our store. The material will be held for 6 months for Ms. [redacted] to advised Exposition of the Dealer or her home for the delivery in the original wrapping Exposition will pay the new Dealer for delivery, but not the binding. We appreciate all the effort that Revdex.com has put forth in trying to solve this complaint.