The Home Store

Failed on their promise to deliver carpet on original date, unacceptable installation of carpet, terrible communication between customer and sales 1) Purchased carpet on July and paid for half up front 2) Was told at date of purchase the carpet would be installed on Thursday, July 3) Called Abbey Carpet on Wednesday July to inquire about installation time since no one had contacted us from the store yet to schedule the installWas informed the carpet had not arrived and would not be installed on the original date 4) Called store again on August to inquire about new install dateAgain, the store did not contact us, we had to call the storeRandy (sales person) and I agreed on an installation time of 10:the next morning (Aug) 5) On Aug, the installers showed up at 9am and left because we weren't homeThe store ensured us someone else would be there at 10:A last minute crew arrived at 11: 6) Carpet installation took hours to complete over several daysDuring installation, the foyer closet only had a piece of untacked carpet laid in, with the door closedWe had to point it out to the installer to put a pad underneath and tack it inThe master bedroom had very noticeable seams (which Randy assured us not to worry about, saying "the way carpet is installed today, you will not see it" and pieces of carpet were usedWhile cutting the carpet outside on our grass, they were walking on it with dirty shoes and smoking directly over the carpet 7) Called Abbey on Friday (Aug) and expressed my dissatisfaction with the installationRandy came back, with the installer and looked at the seam, and said it wasn't bad and seams would be visibleThe installer tried to iron it down and fix the seam, but did not correct itOn Monday (Aug) the manager, Liz, inspected the seam and said it unacceptableShe would send another installer out to attempt a fix, and she would be there to observeThe installer came out and said it was not fixable, and new carpet had to be laidLiz did not show upWhen we asked why she was not there, she said she discussed with Randy and decided it was not necessary, but failed to let us know she was not comingWe agreed to keep the three other rooms, and have the master bedroom redone 8) On Tuesday (Aug), we called Liz to request a discount because of our frustration with the processShe said we have been pressing for a discount since day and she will not give us oneIn fact, she was done dealing with us and she will have all the carpet removed and a full refund be givenWe agreedI did ask for a military discount the day of purchase, and I asked for a discount after the missed the original installation date of JulThen I requested a discount after the incorrectly installed the master bedroom carpetI was pressing for a discount because I was dissatisfied with their customer service and craftsmanship, which is not unreasonable 9) On Wednesday (Aug) half an hour before removal, Randy contacted us and said they changed their mind, they will let us pay for the three bedrooms and the master bedroomWe said no, come remove all carpet as agreed the day prior and issue our refund 10) Upon removal, pieces of carpet were found unattached to the floor, seams were taped inappropriately and cut haphazardly, and one room had the padding wrong side up 11) A full refund was providedThroughout this ordeal, they have flaunted their A+ customer satisfaction rating with the Revdex.com

We received the above referenced complaint regarding home delivery of the Dover Post and Kent County SUNDAY newspapers The customer indicated in your complaint document that she never subscribed to the paper and wanted delivery stoppedThis is not a subscription based paper We
provide free delivery in designated areas and work with independent carriers to deliver to the households in these areasWe have made the carrier that delivers this route aware that the customer at the provided street address is not interested in receiving the paper and delivery will stop If you have any questions or need any additional information, please feel free to contact me at *** ** ***

Failed on their promise to deliver carpet on original date, unacceptable installation of carpet, terrible communication between customer and sales.
1) Purchased carpet on 21 July and paid for half up front.

2) Was told at date of purchase the carpet would be installed on Thursday, 28 July.

3) Called Abbey Carpet on Wednesday 27 July to inquire about installation time since no one had contacted us from the store yet to schedule the install. Was informed the carpet had not arrived and would not be installed on the original date.

4) Called store again on 3 August to inquire about new install date. Again, the store did not contact us, we had to call the store. Randy (sales person) and I agreed on an installation time of 10:30 the next morning (4 Aug).

5) On 4 Aug, the installers showed up at 9am and left because we weren't home. The store ensured us someone else would be there at 10:30. A last minute crew arrived at 11:45.

6) Carpet installation took 16 hours to complete over several days. During installation, the foyer closet only had a piece of untacked carpet laid in, with the door closed. We had to point it out to the installer to put a pad underneath and tack it in. The master bedroom had very noticeable seams (which Randy assured us not to worry about, saying "the way carpet is installed today, you will not see it" and 4 pieces of carpet were used. While cutting the carpet outside on our grass, they were walking on it with dirty shoes and smoking directly over the carpet.

7) Called Abbey on Friday (5 Aug) and expressed my dissatisfaction with the installation. Randy came back, with the installer and looked at the seam, and said it wasn't bad and seams would be visible. The installer tried to iron it down and fix the seam, but did not correct it. On Monday (8 Aug) the manager, Liz, inspected the seam and said it unacceptable. She would send another installer out to attempt a fix, and she would be there to observe. The installer came out and said it was not fixable, and new carpet had to be laid. Liz did not show up. When we asked why she was not there, she said she discussed with Randy and decided it was not necessary, but failed to let us know she was not coming. We agreed to keep the three other rooms, and have the master bedroom redone.

8) On Tuesday (9 Aug), we called Liz to request a discount because of our frustration with the process. She said we have been pressing for a discount since day 1 and she will not give us one. In fact, she was done dealing with us and she will have all the carpet removed and a full refund be given. We agreed. I did ask for a military discount the day of purchase, and I asked for a discount after the missed the original installation date of 27 Jul. Then I requested a discount after the incorrectly installed the master bedroom carpet. I was pressing for a discount because I was dissatisfied with their customer service and craftsmanship, which is not unreasonable.

9) On Wednesday (10 Aug) half an hour before removal, Randy contacted us and said they changed their mind, they will let us pay for the three bedrooms and re-do the master bedroom. We said no, come remove all carpet as agreed the day prior and issue our refund.

10) Upon removal, pieces of carpet were found unattached to the floor, seams were taped inappropriately and cut haphazardly, and one room had the padding wrong side up.

11) A full refund was provided. Throughout this ordeal, they have flaunted their A+ customer satisfaction rating with the Revdex.com.