Ordered 3 pcs carpet pre cut. Delivery date given, then called saying carpet was on backorder. When it came in and being installed 1 pc short by 4 inches. Company blamed installers saying their guy "checked off" the size and attacked installers work. "offered" another pc at cost. DO NOT RECOMMEND THIS PLACE!! ZERO CUSTOMER SERVICE. So as we can see by the response, Carpet One NEVER has cut a carpet the wrong size. Tell you what, I will trade you my 12x12 piece for one that actually is 12x12(144"x144") I can give it metric too if you need that. I cannot understand why my installers are being attacked for Carpet One cutting a piece of carpet the wrong size. Owe up to it and make it right----and not on the back of your customer. Anywhere else would have provided a new piece to the customer. Also, Carpet Ones reply was that any decent installer would use a carpet stretcher to work. My installer had one but refused to pull that much in the distance provided because the carpet isn't made to be stretched that much. Good for him, why would I want that? Surely if there was a problem after stretching it Carpet One would blame it on the installers.....unless they are from Carpet One. I stand by my assertion of customer service. For Carpet One to say they supplied the right sized carpet, they are completely wrong yet refuse to accept that.
- Approximate cost of services:
- $2,500.00
- Company Response
I am very sorry you are unhappy with the service you received. As you mentioned, we did offer to give you a replacement piece of carpet at our cost to try and help you out even though there was no error on our part. I think our offer of a new piece at our cost was a very fair offer and I believe that you were given excellent customer service from the very beginning.
Yes there were back-orders, which we cannot control, but you were called and informed of the back-orders as soon as we were informed and given the option of a full refund if the new dates did not work for you.
All material that comes into our warehouse is accounted for when it is received to make sure there is no damage or shortages. Also, when material is prepared to leave our warehouse to either be installed or picked up by a customer it is double checked to make sure the quantity is correct, especially when carpet is being cut at our location. To say that you received "zero customer service" because we would not give you a free piece of carpet is simply not a fair assessment of the situation. There is simply no benefit to us sending a short piece of carpet to you as it goes without saying that if we did then we would inevitably get a phone call about it.
We did recommend that you allow us to install the carpet with one of our professionally trained and certified installers but you decided that you would rather have someone you knew do your install, which means that we have no control over the installation or anything that happens during that install. At no time did anyone from Carpet One attacked your installer, it was simply suggested that an error might have been made during install which caused the shortage.
The original offer of a replacement piece at our cost is still open, should you wish to take us up on it please contact the store.