Lomax Rug Company

[redacted] This fax is in reference to customer: [redacted] ***The consumer is absolutely correctThe area rug that was purchased is a custom rug made in Chinadelivery usually take 2-weeksWe have made several phones to the manufacturerThe production has been pushed, not on our end but from the manufacturer.Unfortunately this rug is taking longer to receive then normalWe have been in contact with the Customer every step of the wayEach time the production was changed the customer was notified and agreed to wait.I apologize on behalf of my company, again this is a custom made productIf the customer would like a refund of there money completely understand and that has always been an option.Thanks,

July 21, 2016Dear ***,I am responding to the complaint listed aboveIt was sent to the incorrect location, so I wanted to respond*** *** was quoted the price to have carpet installed in his home, and told that the only thing we had to do was move some furnitureThe charge to move the
furniture would be $When we quote pricing we specifically confirm if we will be doing any rip up or disposal of carpet, or if the customer is doing themselvesSince *** *** said he was not asked that question then I can only assume we must have missed asking himThe measurer is supposed to go over with the customer when he is in their home whether we are doing any rip up or disposalHe did not mark it on the paperwork he turned inI can only assume that he missed asking himWe did not communicate properly with *** *** so I feel that we would like to refund his $he paid extra to the installerWe have been in business over years, and we do our very best to provide great customer serviceI can only say that we didn't do our very best this timePlease have *** ***call me, or stop in, and I will put a credit on his card.Regards,Stuart S

January 25, 2017Having been in business for almost years, and served many tens of thousands of flooring customers throughout the Delaware Valley, we are known for our exceptional customer service, attention to detail and consistently delivering very high levels of customer satisfactionSo we
sincerely regret the circumstances that inadvertently resulted in damage to *** ***'s vehicle during a recent visit to our store, along with confusion related to reimbursing him for related expenses.We spoke with *** *** today to extend our apologies and express that we intend to fully reimburse the ***'s for expenses related to this matterWe have agreed to send him a check to reimburse him for his expenses in this matter.There was initial Confusion about how we might reimburse *** *** for the damage to his vehicle that occurred as our staff member was helping to load a purchase into the vehicle, as doing so is in conflict with a Lomax Carpet & Tile Mart Company policy printed on the back of our sales receipts and on large signs at our storesThe policy states the following: "We will be glad to assist you in loading your vehicle but will not be held responsible for any damages or accidents".While we maintain company policies, we also have a long-standing reputation for doing whatever we can to err on the side of our valued customersWhich our store manager did by agreeing to pay for the repair expenses *** *** incurred.Once our Customer Support Team became aware of the circumstances and was able to speak with *** ***, we were able to arrive at an agreement to reimburse him.We appreciate *** ***'s feedback about his experience and will use the information he shared as part of our Continuing efforts to improve our processes and deliver an exceptional Customer experience.Sincerely,Walt KCustomer Support Team Manager

[redacted] This fax is in reference to customer: [redacted]. The consumer is absolutely correct. The area rug that was purchased is a custom rug made in China. Normal delivery usually take 2-4 weeks. We have made several phones to the manufacturer. The production has been pushed, not on our end but...

from the manufacturer.Unfortunately this rug is taking longer to receive then normal. We have been in contact with the Customer every step of the way. Each time the production was changed the customer was notified and agreed to wait.I apologize on behalf of my company, again this is a custom made product. If the customer would like a refund of there money completely understand and that has always been an option.Thanks,