Kelly's Flooring

Initial Business Response /* (1000, 5, 2015/05/12) */
We have been in contact with the customer yesterday and again today and assured them that the floor they purchased will perform very well for their needs. The flooring purchased was a special order item. We informed the consumer that...

the hardwood could be returned and a restocking fee would apply, or exchanged for a smaller restocking fee. Yesterday, we spoke with the homeowner and they indicated they were satisfied with the hardwood and were going to keep it. We never mislead the consumer. We informed the consumer of the features and benefits of the product prior to the purchase. Many customers of ours have purchased the same wood and are very pleased with the performance and appearance of the flooring.

Complaint: [redacted]
I am rejecting this response because: you have identified the prorated value of the carpet as $960.00. As stated in the original complaint, I have no desire to do business with Kelly's Flooring now or in the future. Your customer service is lacking as proven by your failure to respond to my calls. If you refuse to pay the $960.00, please forward a copy of all paperwork pertaining to the claim (i. e. invoices, records regarding stretching and the two inspections conducted by the manufacturer). If you accepted my offer please forward certified funds in the amount of $960.00 and the release form to my home address.
Sincerely,
[redacted]

We have received approval from the manufacturer to provide the resolution that customer has requested.  See attached letter.  Thank you for your time.

Initial Business Response /* (1000, 5, 2015/05/12) */
We have been in contact with the customer yesterday and again today and assured them that the floor they purchased will perform very well for their needs. The flooring purchased was a special order item. We informed the consumer that the...

hardwood could be returned and a restocking fee would apply, or exchanged for a smaller restocking fee. Yesterday, we spoke with the homeowner and they indicated they were satisfied with the hardwood and were going to keep it. We never mislead the consumer. We informed the consumer of the features and benefits of the product prior to the purchase. Many customers of ours have purchased the same wood and are very pleased with the performance and appearance of the flooring.

Kelly's carpet prices were lower than the big box stores and the installers did a wonderful job on my stairs and bedrooms. So good, that I'm ordering more carpet for the first floor. Drive the back road and save some $$$.

We have been diligently working with the carpet manufacturer to get a resolution.  We can offer customer a $950.00 credit towards the purchase of new materials.  If the customer would rather receive monetary compensation, we can offer the customer a check in the amount of $600.00....

 Once customer makes a decision on which option they choose, we can submit release form for customer to sign and then issue credit or check.