Worldwide Wholesale Floor Coverings

I apologize for any inconvenience caused to Mr***The customer has since returned the carton of tile and recieved a full refund

Our store manager has since been in touch with the consumer. Although the installers are not required to move back any furntiture that they did not move out they would normally help out whenever possibleUnfortunatley the customers carpet was installed on December 23rd which is our
last installation day before Christmas and the installer still had more stops to get done that dayIn addition to our sincerest apologies the Store Manager is sending the customer a store credit for his troubles

Complaint: ***
I am rejecting this response because:
This response doesn't make sense at allThese guys scheduled installation at 11am, but called me early morning that they have suspicion that this is again wrong piecePerson came immediately to my house and confirmed that this was indeed incorrect piecePositive thing is this time it was a different piece than what they bought last timesBad thing is that, they called me again yesterday that they want to schedule time to install that bad piece, person didn't know that this piece was already confirmed to be wrongThis store has serious problemsThere is no inter-department communication, they are relying on customer to track everythingI see that message was sent on April 9th 1PMbut by 9:30am on that day it was established that this piece is badI guess he is utilizing this weeks loophole with Revdex.com communicationI initially mentioned that they need to fix issue asap or pay $My assumption was that it was only installation issueNow it appears that they sold me something that doesn't existIf that's the case, they will have to pay me the complete staircase moneyAlso, "asap" cannot be forever, I need a firm date from them, they ruined my almost all Saturdays for last months, I cannot do this foreverFix the date please!!!!
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***I would like to add that that they are saying is not true as I had put in a complain to Revdex.com in January, was told by Revdex.com to submit a new claim Worldwide did come and replace the curling boards

The business
did not address the seam issues in their response. WWFC has assigned their professional staff by sending two differentprofessional installers who came to inspect and verify the seam issues on sitefor times in total Both installers agreed the seams are NOTprofessionally done and are in bad shape, and they could have done a much betterjob if originally installed They have taken carpet seam pictures andreported the issue back to office for actions Both installers declinedto take on responsibility to repair seams because they are very afraid theywill damage the carpet, despite the fact that WWFC had sent them over for theintended purpose Installers commented that the repair would even makethe seam looks worse with a big risk of damaging the carpet If WWFC didnot trust their professional installers for the onsite inspection, why did theysend them to the site? WWFC also ignored their installers' significantconcerns It is ridiculous why the business requested 4th inspection,what have the business been doing with all the reports from the last 3inspection visits for the last months? Does it mean that they do notbelieve what their installers have seen and reported? Indeed, I had requestedthe office repto come in person and see how bad the seams look by herself. She declined and said that the onsite inspection has to be done by theirinstallers who are technically enough to make the judgment call Withthat said, all seams have been seen and inspected on site and reported back toWWFC The request of 4th on-site visit does not make any sense andwasting everyone timeWhoever from the business responded to Revdex.com; I don't see any sincere apologyfor all the mistakes and hassles that WWFC has caused This is reallybad! The installation was done so poorlywith loose carpet stairs, bubble up issues and bad seams and other minor issueetc. The business has been given ampleopportunities to fix the bad seams in the past, but they left the seams issuebehind. In addition, it took nearly twoweeks for the business to respond this customer complaint It really tellsus how serious that WWFC takes care of customer concerns and issues AsWWFC client, I have paid for the service and product quality that I deserved,but the business failed to deliver what was right in a professional standard. Pictures tell everything I can resend the pictures of the bad seam so that everyone can see the truth. The business is just playing games and keeps making excuses for denying compensation

Complaint: ***
I am rejecting this response because: This is not the first time that these people came over with molding that doesn't match, in fact this is the third time they came over with exactly same looking moldingAt this point I don't trust themThey left me message last Friday that they are coming over at 2pm on Saturday, there was no confirmation needed from me as whether that time is okay with meI changed my other plans, on Saturday they came over, from outside they told me that "we have bad news, we got wrong molding again"But they wanted to take picture of our flooringInterestingly, they have that same wood in their store as well, that's why I selected itBut they wanted to take picture in my house for some reasonEither these guys are insane or they are harassingI would like to keep this complain open till I see it fixed with my eyes. I got couple emails from General Manager, hoping that it will make a difference
Sad part is that after all this harassment, they will install it and keep their nice A+ Revdex.com rating, they are taking months for doing installation that was promised in weeks!!! In my eyes these guys shouldn't be allowed to do any business!!!
Regards,
*** ***

Tell us why here...We were waiting on molding to come in and they were on back orderThe molding arrived and we did arrange for the installer to complete the installation on Saturday 3/However when the installer arrived the moldings shipped by the manufacturer were the wrong colorI have since
re ordered the molding, we put a hot rush on themI emailed the customer to aplogize for the delay and will follow up to get the molding as quickly as possible in order to complete the customers installation

The business did not
address the seam issues in their response. WWFC has assigned their professional staff by sending two differentprofessional installers who came to inspect and verify the seam issues on sitefor times in total Both installers agreed the seams are NOTprofessionally done and are in bad shape, and they could have done a much betterjob if originally installed They have taken carpet seam pictures andreported the issue back to office for actions Both installers declinedto take on responsibility to repair seams because they are very afraid theywill damage the carpet, despite the fact that WWFC had sent them over for theintended purpose Installers commented that the repair would even makethe seam looks worse with a big risk of damaging the carpet If WWFC didnot trust their professional installers for the onsite inspection, why did theysend them to the site? WWFC also ignored their installers' significantconcerns It is ridiculous why the business requested 4th inspection,what have the business been doing with all the reports from the last 3inspection visits for the last months? Does it mean that they do notbelieve what their installers have seen and reported? Indeed, I had requestedthe office repto come in person and see how bad the seams look by herself. She declined and said that the onsite inspection has to be done by theirinstallers who are technically enough to make the judgment call Withthat said, all seams have been seen and inspected on site and reported back toWWFC The request of 4th on-site visit does not make any sense andwasting everyone timeWhoever from the business responded to Revdex.com; I don't see any sincere apologyfor all the mistakes and hassles that WWFC has caused This is reallybad! The installation was done so poorlywith loose carpet stairs, bubble up issues and bad seams and other minor issueetc. The business has been given ampleopportunities to fix the bad seams in the past, but they left the seams issuebehind. In addition, it took nearly twoweeks for the business to respond this customer complaint It really tellsus how serious that WWFC takes care of customer concerns and issues AsWWFC client, I have paid for the service and product quality that I deserved,but the business failed to deliver what was right in a professional standard. Pictures tell everything I can resend the pictures of the bad seam so that everyone can see the truth. The business is just playing games and keeps making excuses for denying compensation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before
sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I apologize for the inconvenience caused to our customer and will be sending them a store credit for thier troublesAdditionally, we were there 11/10/to complete installation to the customers satisfactionIf a copy of the signed work order is needed please let me know and I can send it to
youTell us why here

*** ***, if you had called the store from the onset and was uncomfortable with the carpet that was there we could have easilly not installed it until that issue was resolvedAt this point bring in a piece of the carpet that was installed we can match it up to the samples and paperwork and if we installed the wrong carpet we will replace it

I apologize for the service you received on your carpet orderYour sales preson is fairly new to the company and if she didn't communicate clearly with you,I again apologizeAll of our installers are sub contractors that work exclusively for WorldwideYour installer *** has been with
us for + years and I have never had one complaint against himAlso speaking to your salesperson she said you we given our installation brochure which outlines what the customer needs to do to prepare for the installation and what to expect on the day of installation. The possibility of doors needing to be cut is covered in that brochureThere is no extra charge to glue down carpet, however if we need to glue the tackless strips that would be an extra chargeIf the carpet was wrong I am not sure why they would have had it installedAt this point bring in a piece of the carpet in question and we can match it up to see if its correct or not, if we installed the wrong carpet we will replace itThe store managers name is *** *** and if he is not here the assistant manager is *** ***

Complaint: ***
I am rejecting this response because:
Reply is not true and accurate The $refund credited to my account was due to the difference between the original estimate at purchase including plywood, etc which was not needed and the actual costThis was determined before I complained to the store and had nothing to do with ensuing problems The bathroom estimate was for sq.ft of flooring, I was sold sq ftThe extra sq ft was added, has nothing to do with the flooring coming in ft lengths A 5x5bathroom = sq.ft not the sq ft I was sold The extra is here for pick up The $credit was for extra levelor not needed, not for the credit promised for damage to my home The flooring cement/levelor left in a gooey mess on my front step just outside my door causing my carpeting thru out the living room, halls ans stairs to get soiled was not even addressedI asked several times for them to clean it up & worldwide refused, said the rain/snow would wash it away It didn't causing the carpeting to get soiled I have pictures of this spot remaining on the front step throughout the winter months Worldwide states the floor was extensively damaged, what they don't say is THEY DAMAGED IT when the installer was trying to remove the old vinyl flooringThe floor is cement and the Worldwide Installer chipped the cement in a 2ft x about in wide x 1/inch deep patch out of the cement which I had to pay to have repairedThis is the damage Mr*** told me he would credit my account $for That was his dollar amount he told me I was being given for credit for the damage to the bathroom floor I have pictures of this floor damage to the cement floorI have receipts showing the difference between the dollar amount charged to my credit card and the actual cost of the project was a difference of $the amount they CLAIM was credit for the damage their installer did I asked for the carpet inc stairs to be cleaned because the soil tracked in over the months this flooring cement/levelor used on the KITCHEN FLOOR installation was left on my front step by Worldwide This cleaning of the carpets was not addressed eitherThe moulding in the kitchen put down without finishing it by tapering/Cutting at a finishing angle was not addressed either The moulding does not look like it was installed by a professional
Regards,
*** ***

The new molding came in I matched it up to the sample display and it was the correct molding. We arranged to have it completed April 9th and as on now it is finished. Again, I apologize for the delay in have the molding completed.Tell us why here...

I apologize for any inconvenience. The service call is scheduled for Tuesday 10/24.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Hopefully they will correct problems.  
Regards,
[redacted]

I apologize  for the service you received on your carpet order. Your sales preson is fairly new to the company and if she didn't communicate clearly with you,I again apologize. All of our installers are sub contractors that work exclusively for Worldwide. Your installer [redacted] has been with us...

for 10 + years and I have never had one complaint against him. Also speaking to your salesperson she said you we given our installation brochure which outlines what the customer needs to do to prepare for the installation and what to expect on the day of installation. The possibility of doors needing to be cut is covered in that brochure. There is no extra charge to glue down carpet, however if we need to glue the tackless strips that would be an extra charge. If the carpet was wrong I am not sure why they would have had it installed. At this point bring in a piece of the carpet in question and we can match it up to see if its correct or not, if we installed the wrong carpet we will replace it. The store managers name is [redacted] and if he is not here the assistant manager is [redacted]

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


worldwide wholesale floor covering


Company Contact:


[redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
We have ordered the appropiate material to repair a section of the customers floor. Once it arrives we will contact the customer to schedule.
Sent on: 3/28/2014 10:01:31 AM

Although no wood manufacturer warrants their floors for indentations, we have contacted the customer and advised them that we will review the claim again with [redacted] to see if any further action can be taken. We will up the Revdex.com once that has been completed.