Oscar's Carpet One

Review: I purchased carpets for my entire home from Oscars' store in [redacted],NJ. The installation was not planned well on their part. The master bedroom seams were made at the 3 places where the rug gets walked on the most - entrance to room, closet and bathroom. Entrance to 2nd bedroom also is seamed at doorway. Carpet was cut too short in hallway causing a seam open enough for me to put my little finger in. They re-used our metal strips even though they were bent. The wooden molding in family room that had to be removed to put in carpet was not put back on correctly creating an opening in corner. I thought I purchased medium price carpet, which is what I was told, but they are not wearing well- I don't think they will last 5 years. After physically going over to store and complaining, they sent an installer who "tried" to stretch the hallway carpet and replaced only one metal strip. When I still complained about seams, he sent a 2nd installer who could not do anything either. After trying many times to get Mr [redacted] (president) on the phone, I wrote him a long letter and indicated I would engage a lawyer. He came to our home with an attitude that was unprofessional. He informed me that seams (no matter how bad) were not guaranteed, told me I bought cheap carpets, to buy a better vacuum cleaner & that I was a liar-that his salesperson did not tell me they had guarantee to replace carpet if not satisfied (even though Carpet One has that written right on their internet ad.) He said that the wooden molding did not fit because I should know the wood shrinks. He left our home with the attitude that he was 100% right and I was just a dumb lying woman. After a couple more phone calls he sent installer back to replace rest of metal strips. Correct the gap in wooden strip, but could not do anything about the seams. Installer was the 1st one who told me the carpets were not wearing well & were not installed correctly & should be replaced.Desired Settlement: I want him to honor his guarantee. I want the rugs in bedrooms and hallway replaced and seamed in less traffic area. I did not verbally argue with Mr. [redacted], so I want an apology for the way he spoke to me especially calling me a liar.

Business

Response:

We did service all the areas and inspect the desired complaints and addressed them. We would be glad to set another at home appointment along with our mechanics present to do a walkover and address the complaints. I have been in the customer service business for over 25 years and I can assure you I have never called anyone a liar. I might give my professional and educated opinion that might not be exactly what the consumer wants to hear but it is always done wth courtesy and professionlism.

Please have the customer call me directly.