Marion's Carpet Warehouse

We would have responded before now but had no idea we had this complaint until now.We are sorry that this customer felt like she was misled On ALL of our invoices that the customer signs, says"Marion' is not responsible for measuring or providing installations".We use installers that are contractors and bill the customer directlytheinstallers go out and measure the home and give the customers an invoice prior to doing the installation We have been in business for over yrs and could not have stayed in business if we intentionally misled our customers

Complaint: [redacted] I am rejecting this response because: Kord wote that on the receipt AFTER the installation was questionedIt is obvious that you are going to hold on to the money that you took through deceptionThis is wrong, you are wrong I over spent the budget because of your practicesPlease return my $841, admit your mistake and move onThis is no way to make moneyI knew my budget and would have not gone that much over$to $1200, I spent way over thatI DID NOT WANT TO SPEND THAT MUCH AND SAID SOReturn the money now Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am totally astonished and speechless to what Marion's repliedOn 8/30/2015, Marion already sent the carpet installer (Scott O [redacted] ) to my house and took the carpet backBut the next day (8/31/2015), Marion replied the complaint to still refuse the refund? Right now, Marion is having both the carpet and the money I paid for the carpet.The carpet installer (Scott O [redacted] ) is not an independent contractor I hired as mentioned in Marion's replyI didn't know him at all beforeMarion sent him to install the carpet for me, and Marion sent him to take the carpet back too Also, Scott introduced himself as an contractor with Marion for more than yearsI asked Scott what Marion was going to do with the demolished carpetAnd I was told that Marion would either re-sell them (because they are still brand new), or return to the manufactor for refundI purchased the carpet from Marion, and it caused me health problemsNow Marion took the carpet back and I should get refundPeriod! As to what Marion is going to do with the carpet, re-selling, or returning, or filing a claim with [redacted] so that they can both keep the carpet and get money back, it is really NOT my businessAnd it should NOT be an excuse to not being responsive to my calls, putting me on hold forever when I tried to reach the General Manager, or sending me an unreadable MSDS reportAlthough I finally received a readable MSDS report today (9/1/2015), it is NOT for the carpet I purchased at all! It is the MSDS report for [redacted] Soothing Effect, but I purchased [redacted] Insincere insteadI requested the MSDS report on 8/15/2015, and at that time I was told by the so-called customer service manager that he had it and would send to me right awayBut half month later (9/1/2015), I have NOT received the right one yet(Here I am attaching the two documents Marion sent to meThe first one is not readable, and the second one is for a totally different carpet.) Marion claimed this carpet is Zero Off Gassing, but still can't provide the official document to prove it.During my first visit to the store, when I mentioned my concerns to the carpet odors, Marion's general manager (Randy) referred one precedent they managed for a lady customer, who had the bad reaction to the odors after installation; Marion removed the carpet and refunded her moneyI expect I can be treated the sameSincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We are issuing the customer a refund
Tracie

Marion's has been around a long time and we would not be in business if we deceived our customers like you suggested we didWe do not like unhappy customers, but clearly you knew from the emails between you and Kord of the separate costs for the material's and laborAt that time you could have cancelled your order, but chose not toWe will not refund money that is not owed to you

We would have responded before now but had no idea we had this complaint until now.We are sorry that this customer felt like she was misled. On ALL of our invoices that the customer signs, says"Marion' is not responsible for measuring or providing installations".We use
installers that are contractors and bill the customer directlytheinstallers go out and measure the home and give the customers an invoice prior to doing the installation. We have been in business for over yrs and could not have stayed in business if we intentionally misled our customers

Complaint: [redacted]
I am rejecting this response because: Kord wote that on the receipt AFTER the installation was questioned. It is obvious that you are going to hold on to the money that you took through deception. This is wrong, you are wrong I over spent the budget because of your practices. Please return my $841, admit your mistake and move on. This is no way to make money. I knew my budget and would have not gone that much over. $800 to $1200, I spent way over that. I DID NOT WANT TO SPEND THAT MUCH AND SAID SO. Return the money now.
Sincerely,
[redacted]

August 31, 2015RE: ID #: [redacted]Dear [redacted],We are sorry that [redacted] is not pleased with her new carpet.  We try to please all our customers regardless of the problem.  In this situation, however, we can't just rip brand new carpet up and give refunds.  The industry...

requires that we follow certain procedures in order to file a redeemable claim.  threatening us does not change how our industry requires us to handle her claim in order to protect her investment.The carpet that [redacted] bought is the only carpet we carry that claims to have Zero Off Gassing.  We have never had a customer complain about odors from this yarn.  We understand that carpet mills aren't perfect and it's possible that this carpet is defective.  We explained all this to [redacted] and filed the proper claim with [redacted] for her.[redacted] is welcome to have the carpet ripped up if she wants.  She hired an independent contractor to install it and he has been in communication with her.  W don't know what amounts the carpet mill will reimburse her for yet, but you can bet we will press them for her.  We can't agree to give her a full refund or any refund until we determine if anything is wrong with the carpet in the first place.We sent her all the warranty information and the MSDS sheets on the carpet that the manufacturer has.  If she can't read it or needs it in a different format, we will mail it to her if she wants it that way.  Again, we are very sorry she is having a reaction to the new carpet.  All we want are happy customers.Thank you,Tracie M[redacted]Office ManagerMarion's Carpet's[redacted]

Complaint: [redacted]I am rejecting this response because:I am totally astonished and speechless to what Marion's replied. On 8/30/2015, Marion already sent the carpet installer (Scott O[redacted]) to my house and took the carpet back. But the next day (8/31/2015), Marion replied the complaint to still refuse the refund? Right now, Marion is having both the carpet and the money I paid for the carpet.The carpet installer (Scott O[redacted]) is not an independent contractor I hired as mentioned in Marion's reply. I didn't know him at all before. Marion sent him to install the carpet for me, and Marion sent him to take the carpet back too.  Also, Scott introduced himself as an contractor with Marion for more than 20 years. I asked Scott what Marion was going to do with the demolished carpet. And I was told that Marion would either re-sell them (because they are still brand new), or return to the manufactor for refund. I purchased the carpet from Marion, and it caused me health problems. Now Marion took the carpet back and I should get refund. Period! As to what Marion is going to do with the carpet, re-selling, or returning, or filing a claim with [redacted] so that they can both keep the carpet and get money back, it is really NOT my business. And it should NOT be an excuse to not being responsive to my calls, putting me on hold forever when I tried to reach the General Manager, or sending me an unreadable MSDS report. Although I finally received a readable MSDS report today (9/1/2015), it is NOT for the carpet I purchased at all! It is the MSDS report for [redacted] Soothing Effect, but I purchased [redacted] Insincere instead. I requested the MSDS report on 8/15/2015, and at that time I was told by the so-called customer service manager that he had it and would send to me right away. But half month later (9/1/2015), I have NOT received the right one yet. (Here I am attaching the two documents Marion sent to me. The first one is not readable, and the second one is for a totally different carpet.)  Marion claimed this carpet is Zero Off Gassing, but still can't provide the official document to prove it.During my first visit to the store, when I mentioned my concerns to the carpet odors, Marion's general manager (Randy) referred one precedent they managed for a lady customer, who had the bad reaction to the odors after installation; Marion removed the carpet and refunded her money. I expect I can be treated the same. Sincerely,[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because: They did not address the complaint, which was the installation was not included in the bid and I was forced to pay more after the installation. We asked 3 times. and told the price included everything, I said I had a small budget of $800 to $1200 to work with and you over sold the job. We were misled being told all costs were included and they were not. I do not care how long you are in business, I went over my budget because conditions were not disclosed. You messed up and should own up to your mistake and refund the money. $841.00.
Sincerely,
[redacted]