Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry Mr*** is frustrated and we are trying to rectify the situation as quickly as possible
We did replace a few tiles that were damaged during installationHowever, when it was apparent that we were dealing with a manufacture
warranty issue we did need to follow procedure and notify the mill which includes submitting samples for their review
Independent of their findings we have ordered replacement material as we do see a problemOur up-most concern is in taking care of our customersUnfortunately it will take approximately to weeks to receive the replacement materialThis time frame is out of our control and as frustrating as it is we ask for patience while we try to correct the issue
Initial Business Response /* (1000, 5, 2016/05/05) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mail.com
We are very sorry our customer has been inconvenienced.
He selected a material that we do continuously stock. Due to...
the popularity of this item we decided to add a color from that line. Our salesperson recognized the name and mistakenly assumed the material was here and available for install. As soon as the error was caught action was taken to correct the problem and inform the customer.
These are the steps/action taken:
1.We offered to change to a different color from that line in order to meet the customer's schedule.
The customer does want to stay with the color he originally selected.
2.We are working with the manufacture to expedite shipping. We are shipping rolls as available despite additional shipping charges we may occur. We have enough material to cover this job loaded and headed our way.
Unfortunately our customer needs a guarantee that we will install on/before next Thursday. We are doing everything we can to meet his schedule but as the material is not yet in our hands we cannot make this guarantee.
3.In an effort to make things right the sales person has been trying to line up an evening installation so that our customer doesn't need to take time off of work. But because our customer is so upset our sales person has been waiting to mention this as an option until he knows the material will be here.
4.We are certainly willing to return the customer's deposit so that he can find material to fit his schedule.
Again we apologize for any inconvenience. It was certainly unintentional but we are willing to work with the customer to find a solution.
[redacted]
Midwest Rug
Initial Consumer Rebuttal /* (2000, 7, 2016/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What choice do I have? I have a torn up house waiting on carpet that may not come. If I refuse I have to stsrt all over and be torn up weeks longer.I do not believe their explanation is acceptable. It all could have been avoided had they not led us to believe they had the product or let us know it was on back order already before taking our money.
#1 Why would I be willing to acceptable a color that does not match other items in the room?
#2 Yes I want a guarantee it will get done on time. I have already been led to believe it would be installed on time and saw little concern to get it resolved.
#3 The only solution I was given was it is supposed to be shipped. The attitude that came across was not one of concern for the customer's satisfaction as it was tough luck.
#4 Really. return my deposit so someone can meet my schedule? After failing to notify me of issues with the order they have taken that possibility off the table.
I still believe I was mislead on purpose. If they truly had been trying they would not have waited to notify me when they knew it was already on back order. They also would have been responsive to my asking to talk to a manager instead of me having to go to the store.
I have little choice at this point, but this is certainly one unsatisfied customer.
Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry Mr*** is frustrated and we are trying to rectify the situation as quickly as possible
We did replace a few tiles that were damaged during installationHowever, when it was apparent that we were dealing with a manufacture
warranty issue we did need to follow procedure and notify the mill which includes submitting samples for their review
Independent of their findings we have ordered replacement material as we do see a problemOur up-most concern is in taking care of our customersUnfortunately it will take approximately to weeks to receive the replacement materialThis time frame is out of our control and as frustrating as it is we ask for patience while we try to correct the issue
Initial Business Response /* (1000, 5, 2016/05/05) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mail.com
We are very sorry our customer has been inconvenienced.
He selected a material that we do continuously stock. Due to...
the popularity of this item we decided to add a color from that line. Our salesperson recognized the name and mistakenly assumed the material was here and available for install. As soon as the error was caught action was taken to correct the problem and inform the customer.
These are the steps/action taken:
1.We offered to change to a different color from that line in order to meet the customer's schedule.
The customer does want to stay with the color he originally selected.
2.We are working with the manufacture to expedite shipping. We are shipping rolls as available despite additional shipping charges we may occur. We have enough material to cover this job loaded and headed our way.
Unfortunately our customer needs a guarantee that we will install on/before next Thursday. We are doing everything we can to meet his schedule but as the material is not yet in our hands we cannot make this guarantee.
3.In an effort to make things right the sales person has been trying to line up an evening installation so that our customer doesn't need to take time off of work. But because our customer is so upset our sales person has been waiting to mention this as an option until he knows the material will be here.
4.We are certainly willing to return the customer's deposit so that he can find material to fit his schedule.
Again we apologize for any inconvenience. It was certainly unintentional but we are willing to work with the customer to find a solution.
[redacted]
Midwest Rug
Initial Consumer Rebuttal /* (2000, 7, 2016/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What choice do I have? I have a torn up house waiting on carpet that may not come. If I refuse I have to stsrt all over and be torn up weeks longer.I do not believe their explanation is acceptable. It all could have been avoided had they not led us to believe they had the product or let us know it was on back order already before taking our money.
#1 Why would I be willing to acceptable a color that does not match other items in the room?
#2 Yes I want a guarantee it will get done on time. I have already been led to believe it would be installed on time and saw little concern to get it resolved.
#3 The only solution I was given was it is supposed to be shipped. The attitude that came across was not one of concern for the customer's satisfaction as it was tough luck.
#4 Really. return my deposit so someone can meet my schedule? After failing to notify me of issues with the order they have taken that possibility off the table.
I still believe I was mislead on purpose. If they truly had been trying they would not have waited to notify me when they knew it was already on back order. They also would have been responsive to my asking to talk to a manager instead of me having to go to the store.
I have little choice at this point, but this is certainly one unsatisfied customer.