Initial Business Response /* (1000, 8, 2015/12/22) */
*** ***'s carpet was completely installed on Saturday 12-12-Our original intent was to install all carpet at one time, however due to a manufactures production delay, we could notMr*** was contacted and agreed
that we install portion of carpet that was here, and the balance when it came inWe realize that this was not exactly what *** wanted, but we did not request that he take off work, as in similar situations where people need to work, arrangements can be madeHe made this choiceRightfully, we covered expense of an installer to complete on a SaturdayMr*** will also be offered a FREE x area rug of his choice, as our way of apologizing for his inconvenience
Initial Consumer Rebuttal /* (3000, 10, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely understand that issues arise and the carpet cannot be installed in one day; however, there were multiple mistakes, detailed above, that were made by Magic CarpetThese mistakes resulted in us making accommodations, multiple times, in order for our carpet to be installedNot only were we inconvenienced, we had to reach out to Magic Carpet in order to figure out what was going on with our carpet multiple timesThey did not reach out to us to let us know they would not be showing up to install carpet on the November 25th, we had to reach out to them only to find out there employees did not take the initiative to remove the carpet from the now locked semi-truckAlthough it was our choice to take the day off, we did so based on the information that was provided to us by Magic Carpet on November 24th, stating that they would install the remaining carpet on November 25thAdditionally, on December 7th when only the pad was installed on the stairs we were told they would install the carpet when it came in, with no additional information provided to usWe had to reach out to Magic Carpet for completion times for the stairs
Unfortunately, this is not where the poor communication ended, after realizing how slippery and dangerous our stairs were we reached out to Magic Carpet with our concerns regarding the safety of the stairs in the condition in which they were leftRegrettably our concerns were completely dismissed and initially no solutions to our issue were providedThe individual we spoke to went as far as to say that the inaccurate measurement of carpet happens, which I completely understandHowever, they went on to advise that in their opinion it was fine for us to just have the pad on our stairs until they have the carpet in and available for installationIt is important to note that the pad was slippery and had the nail track exposed on multiple stairs Magic Carpet had no concerns with the safety issue we raised, until I mentioned the fact that I have a two year old and a pregnant wifeIt was only at this point that they advised they could come out and install carpet on the stairs, whether it was a remnant or our actual carpet if it was availableThis is a solution that should have been provided to me when I initially called, because I was a customer with a safety concern, not because there was a big liability for Magic Carpet if an injury occurred with my two year old or my wife
I understand that there can be issues with the carpet and the manufacturer; however, these were not the only issues with our orderThere were oversights on the part of Magic Carpet that resulted in large our carpet being installed over four daysIf there had been communication and empathy on the part of Magic Carpet this experience could have been slightly more pleasantUnfortunately, each time we called with questions or concerns we felt we were treated as an inconvenience
Final Business Response /* (4000, 12, 2016/01/05) */
Phil (the owner of Magic Carpets) has been in touch with *** ***, and reached an agreement that a $refund, would resolve his issueRefund of $will be sent in tomorrows mail
Initial Business Response /* (1000, 5, 2016/01/05) */
Phil contacted ***, and they mutually agreed that a $refund would resolve this complaintMagic Carpets check #*** for $600, will go out in tomorrows mails
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
The company mailed a !0%($500) refund and apologized for the mistake
Thank you
Initial Business Response /* (1000, 5, 2014/03/01) */
Owner of Magic Carpets went to look at Ms [redacted] flooring, and her floor looks beautiful. The molding pieces used are correct. We also sent out the installer to recheck trim pieces and everything is correct. Consumer was still...
unhappy, so owner agreed to meet with her again, but she refused stating "she did not like the scent of his cologne". Ms [redacted] wanted a different trim installed, but Magic Carpets can not do this as it would be wrong, and we could not stand behind installing the wrong reducers. The moldings (trim) were always correct, ordered and installed per the purchase agreement. Ms [redacted], has also contacted the manufacturer, and we have been informed that they will also be sending out a representative to inspect her flooring.
Final Consumer Response /* (3000, 7, 2014/03/05) */
This is my response to Magic Carpet's reply to my complaint.
Magic Carpet did not send out a Installer for a follow up check as they stated.
I did not refuse Owner's coming out, he called and told me he was wearing cologne. When Magic Carpet sales rep scheduled the follow up visit with Owner, I asked sales rep to write on service order for Owner not to wear cologne or fragrance. Magic Carpet sales rep said that he would write that on the service order. The last time Owner was out, his cologne caused me respiratory distress. I have a documented medical history of being sensitive to fragrances and scents.
I thought T molding is what was going to be installed and was not. I had told Magic Carpet I needed a flatter molding. I have feet problems and that was very important to me. Magic Carpet sales rep told me that he was the one that changed the order after I made my first complaint to Magic carpet. I have not heard from the Magic Carpet's supplier, All Tile, that is located in Illinois, about someone coming out or even to discuss this issue.
I still want the floor and moldings removed and a full refund issued.
Final Business Response /* (4000, 10, 2014/03/14) */
Magic Carpets requested that a manufacturers representative visit Ms [redacted] to inspect her flooring. The results of that inspection clearly state that correct transition pieces were installed. I have scanned the letter, and will email it to the Revdex.com, as this format does not allow for attachment. Consumer will also receive a copy of report by mail.
Initial Business Response /* (1000, 5, 2015/02/11) */
We are disappointed to hear that Ms [redacted], is still not happy with her new floor. We have refunded $200 for the inconvenience of several trips to resolve her issues. If the customer is still unhappy we will remove the flooring and give...
her a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not as simple as removing all the flooring. It would mean removing cabinets and appliances as well. We are not willing to bear the expense to pay someone to remove all that including plumbing etc. We appreciate being given a voice and your efforts in this matter. My primary goal was to raise awareness to the poor quality of this company. We are not requesting any further action.
Initial Business Response /* (1000, 8, 2014/02/24) */
Magic Carpets is attempting to work with [redacted], and will update Revdex.com with results.
Final Consumer Response /* (3000, 17, 2014/03/05) */
3-4-14
Magic Carpets
Attn: [redacted]
[redacted]
Brooklyn Park, MN 55428
FAX...
# [redacted]
Hi [redacted],
I have discussed the matter again with my husband and we would like a FULL REFUND of the $1,684.50 + $300 (to have another company remove the Dura Ceramic for us) for a total refund of $1,984.50.
We have not been happy with the installation job from day one, as it was never installed as we had ordered (with the grouting). It also was installed crooked and has been an eye sore from day one.
You may send the refund check to the address listed below.
[redacted]
[redacted]
Brooklyn Park MN 55444-1359
Thank you for your prompt attention to this matter.
[redacted]
Final Business Response /* (4000, 19, 2014/03/05) */
Magic Carpets has refunded Ms [redacted]s purchase in full, with a check mailed on 3-3-2014. [redacted] should receive this refund, today or tomorrow.
Initial Business Response /* (1000, 5, 2015/03/14) */
We visited this customer, and found two small ripples in the carpet. An appointment has been set for our installer to remove the ripples by restretching the area on, March 23, 2015.
Initial Consumer Rebuttal /* (3000, 12,...
2015/04/10) */
The owner of Magic Carpets . Mr. [redacted] came out and assured me he would come out as many times as necessary to stretch and fix my carpet in several rooms. We had an appointment for a morning over 3 weeks ago now that I needed to reschedule for an afternoon appointment. [redacted] said that would not be a problem and that he had a carpet installer in Champlin close to my house. I gave him my cell phone information and he said he would have him call me to schedule an afternoon to get it done . I have not heard from [redacted] or that installer since that time and have left two unreturned messages for him as well. I need this rectified or a refund on my original carpet purchase to hire someone who is going to get out and do what they claim they will
Final Business Response /* (4000, 14, 2015/04/16) */
We have another appointment to address Mr. [redacted]'s carpet issue on Friday April 17th.
Initial Business Response /* (1000, 8, 2015/12/22) */
*** ***'s carpet was completely installed on Saturday 12-12-Our original intent was to install all carpet at one time, however due to a manufactures production delay, we could notMr*** was contacted and agreed
that we install portion of carpet that was here, and the balance when it came inWe realize that this was not exactly what *** wanted, but we did not request that he take off work, as in similar situations where people need to work, arrangements can be madeHe made this choiceRightfully, we covered expense of an installer to complete on a SaturdayMr*** will also be offered a FREE x area rug of his choice, as our way of apologizing for his inconvenience
Initial Consumer Rebuttal /* (3000, 10, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely understand that issues arise and the carpet cannot be installed in one day; however, there were multiple mistakes, detailed above, that were made by Magic CarpetThese mistakes resulted in us making accommodations, multiple times, in order for our carpet to be installedNot only were we inconvenienced, we had to reach out to Magic Carpet in order to figure out what was going on with our carpet multiple timesThey did not reach out to us to let us know they would not be showing up to install carpet on the November 25th, we had to reach out to them only to find out there employees did not take the initiative to remove the carpet from the now locked semi-truckAlthough it was our choice to take the day off, we did so based on the information that was provided to us by Magic Carpet on November 24th, stating that they would install the remaining carpet on November 25thAdditionally, on December 7th when only the pad was installed on the stairs we were told they would install the carpet when it came in, with no additional information provided to usWe had to reach out to Magic Carpet for completion times for the stairs
Unfortunately, this is not where the poor communication ended, after realizing how slippery and dangerous our stairs were we reached out to Magic Carpet with our concerns regarding the safety of the stairs in the condition in which they were leftRegrettably our concerns were completely dismissed and initially no solutions to our issue were providedThe individual we spoke to went as far as to say that the inaccurate measurement of carpet happens, which I completely understandHowever, they went on to advise that in their opinion it was fine for us to just have the pad on our stairs until they have the carpet in and available for installationIt is important to note that the pad was slippery and had the nail track exposed on multiple stairs Magic Carpet had no concerns with the safety issue we raised, until I mentioned the fact that I have a two year old and a pregnant wifeIt was only at this point that they advised they could come out and install carpet on the stairs, whether it was a remnant or our actual carpet if it was availableThis is a solution that should have been provided to me when I initially called, because I was a customer with a safety concern, not because there was a big liability for Magic Carpet if an injury occurred with my two year old or my wife
I understand that there can be issues with the carpet and the manufacturer; however, these were not the only issues with our orderThere were oversights on the part of Magic Carpet that resulted in large our carpet being installed over four daysIf there had been communication and empathy on the part of Magic Carpet this experience could have been slightly more pleasantUnfortunately, each time we called with questions or concerns we felt we were treated as an inconvenience
Final Business Response /* (4000, 12, 2016/01/05) */
Phil (the owner of Magic Carpets) has been in touch with *** ***, and reached an agreement that a $refund, would resolve his issueRefund of $will be sent in tomorrows mail
Initial Business Response /* (1000, 5, 2016/01/05) */
Phil contacted ***, and they mutually agreed that a $refund would resolve this complaintMagic Carpets check #*** for $600, will go out in tomorrows mails
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
The company mailed a !0%($500) refund and apologized for the mistake
Thank you
Initial Business Response /* (1000, 5, 2014/03/01) */
Owner of Magic Carpets went to look at Ms [redacted] flooring, and her floor looks beautiful. The molding pieces used are correct. We also sent out the installer to recheck trim pieces and everything is correct. Consumer was still...
unhappy, so owner agreed to meet with her again, but she refused stating "she did not like the scent of his cologne". Ms [redacted] wanted a different trim installed, but Magic Carpets can not do this as it would be wrong, and we could not stand behind installing the wrong reducers. The moldings (trim) were always correct, ordered and installed per the purchase agreement. Ms [redacted], has also contacted the manufacturer, and we have been informed that they will also be sending out a representative to inspect her flooring.
Final Consumer Response /* (3000, 7, 2014/03/05) */
This is my response to Magic Carpet's reply to my complaint.
Magic Carpet did not send out a Installer for a follow up check as they stated.
I did not refuse Owner's coming out, he called and told me he was wearing cologne. When Magic Carpet sales rep scheduled the follow up visit with Owner, I asked sales rep to write on service order for Owner not to wear cologne or fragrance. Magic Carpet sales rep said that he would write that on the service order. The last time Owner was out, his cologne caused me respiratory distress. I have a documented medical history of being sensitive to fragrances and scents.
I thought T molding is what was going to be installed and was not. I had told Magic Carpet I needed a flatter molding. I have feet problems and that was very important to me. Magic Carpet sales rep told me that he was the one that changed the order after I made my first complaint to Magic carpet. I have not heard from the Magic Carpet's supplier, All Tile, that is located in Illinois, about someone coming out or even to discuss this issue.
I still want the floor and moldings removed and a full refund issued.
Final Business Response /* (4000, 10, 2014/03/14) */
Magic Carpets requested that a manufacturers representative visit Ms [redacted] to inspect her flooring. The results of that inspection clearly state that correct transition pieces were installed. I have scanned the letter, and will email it to the Revdex.com, as this format does not allow for attachment. Consumer will also receive a copy of report by mail.
Initial Business Response /* (1000, 5, 2015/02/11) */
We are disappointed to hear that Ms [redacted], is still not happy with her new floor. We have refunded $200 for the inconvenience of several trips to resolve her issues. If the customer is still unhappy we will remove the flooring and give...
her a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not as simple as removing all the flooring. It would mean removing cabinets and appliances as well. We are not willing to bear the expense to pay someone to remove all that including plumbing etc. We appreciate being given a voice and your efforts in this matter. My primary goal was to raise awareness to the poor quality of this company. We are not requesting any further action.
Initial Business Response /* (1000, 8, 2014/02/24) */
Magic Carpets is attempting to work with [redacted], and will update Revdex.com with results.
Final Consumer Response /* (3000, 17, 2014/03/05) */
3-4-14
Magic Carpets
Attn: [redacted]
[redacted]
Brooklyn Park, MN 55428
FAX...
# [redacted]
Hi [redacted],
I have discussed the matter again with my husband and we would like a FULL REFUND of the $1,684.50 + $300 (to have another company remove the Dura Ceramic for us) for a total refund of $1,984.50.
We have not been happy with the installation job from day one, as it was never installed as we had ordered (with the grouting). It also was installed crooked and has been an eye sore from day one.
You may send the refund check to the address listed below.
[redacted]
[redacted]
Brooklyn Park MN 55444-1359
Thank you for your prompt attention to this matter.
[redacted]
Final Business Response /* (4000, 19, 2014/03/05) */
Magic Carpets has refunded Ms [redacted]s purchase in full, with a check mailed on 3-3-2014. [redacted] should receive this refund, today or tomorrow.
Initial Business Response /* (1000, 5, 2015/03/14) */
We visited this customer, and found two small ripples in the carpet. An appointment has been set for our installer to remove the ripples by restretching the area on, March 23, 2015.
Initial Consumer Rebuttal /* (3000, 12,...
2015/04/10) */
The owner of Magic Carpets . Mr. [redacted] came out and assured me he would come out as many times as necessary to stretch and fix my carpet in several rooms. We had an appointment for a morning over 3 weeks ago now that I needed to reschedule for an afternoon appointment. [redacted] said that would not be a problem and that he had a carpet installer in Champlin close to my house. I gave him my cell phone information and he said he would have him call me to schedule an afternoon to get it done . I have not heard from [redacted] or that installer since that time and have left two unreturned messages for him as well. I need this rectified or a refund on my original carpet purchase to hire someone who is going to get out and do what they claim they will
Final Business Response /* (4000, 14, 2015/04/16) */
We have another appointment to address Mr. [redacted]'s carpet issue on Friday April 17th.