We moved into a new home this year. My wife wanted to replace the carpet as it was dated and pink. Not a good colour choice for the rooms of two boys. We didn’t want to go to a big box store. We believed that a strictly flooring store was the way to go. We looked around and decided to go with Alexanian's because of their reputation and longevity in the industry. Our experience at the Burlington Store was great. Our salesman was very helpful. We selected our carpet and waited for installation. The installers were arrived on time. Unfortunately the job wasn’t completed that day, they ran out of carpet. Prior to leaving my wife and I inspected their work. It was well done for the most part. However, there were two stains on the carpet. They were caused by the installers. After trying to clean them they damaged the wool. Another installer was required to attend to finish the job and try to fix the damage the first installers did. He was unable to do so and recommended that the carpet be replaced. We decided on a date and waited. What ended up happening is the installer tore up the damaged carpet in the hall. Rather than replacing it at a previous seam, he cut it and added another seam. A third was added in our master bedroom. A representative from the store was at our house today. He repeated at least 10 times that he had to give us another 26 ft of carpet for the replacement. He also said it in such a way that both my wife and I felt that he was basically saying, “I already done this for you what more do you want, I have to make sure I make a profit". We reiterated that it was his installers that caused the problem in the first place, if they hadn't stained the carpet, he wouldnt be here now. The carpet has a waffle pattern; he explained to us that it is a difficult pattern to align. So his answer to make it work is to add another seam in our master bedroom using the left over carpet from the previous installation. I really do understand the need to keep costs down. However, we paid what we feel is a considerable amount of money for this carpet and installation. I believe the more seams you have the greater likelihood of it separating down the road. Neither my wife nor I are happy with the situation. We are disappointed with what is going on and are questioning our choice of Alexanian. We feel that we will be on the losing end as the carpet will just have more and more seams added and never be fixed to a reasonable expectation. How we lose out because of the damage caused by Alexanian's own installers is beyond me. Some may disagree with me but if the store is not going to turn as big a profit or lose money on a job because their employees damaged product thats too bad. Leaving the customer holding the short end of the stick isnt fair. They did nothing wrong, other than chose that company. I guess the craftsmanship and customer service the Alexanian's built their reputation on isn’t what it used to be.
- Approximate cost of services:
- $5,500.00
- What could this company do to improve their services?
- Take responsibility for the damaged caused by their employees Do not remind the customer that the store already gave them 26 ft of carpet to fix the damage their employees caused 10 times. Fix the carpet properly, don't add seems becasue they save the company money when fixing problems that were caused by their employees How about honestly trying to make the customer satisfied.
- Any advice to offer fellow homeowners facing a similar project?
- Obviously you have to give a down payment when completing the purchase order. Do not pay for the whole job up front or allow your credit card to be billed automatically when the job is completed. If I had to do it all over again, I would refuse to pay the outstanding balance until it was completed to my satisfaction. Now I'm on the losing end because they have been paid and I am not happy with the end result. At least if I had held the remainder of the payment I would have some leverage but now I'm out of luck.