Hansels Carpet

Review: We have used Hansels Carpets many times in the past and they were aware that we were dissatisfied with the durability of carpet that had been purchased the last time from them. When we went to make this purchase, based on past experience, we trusted that they would know what we needed/wanted and mentioned that we needed top quality carpet that would be durable and could take the usage that it was to receive, having a family of 7. We were told this was the best carpet on the market and although expensive, we chose to follow the recommendation and ordered the carpet. Within days after installation, a bag containing a belt buckle sitting on the carpet, was lifted and with that came the carpet loop that, had I not immediately put the bag down, would have unraveled the whole carpet. There was resulting damage from this incident. When I called to complain, I was told that this was a loop carpet and that special care needed to be taken with it, or such things would result. I could not vacuum the carpet with a normal vacuum head as the beaters would damage the carpet especially at the seams, I could not slide furniture across the carpet or place anything that could potentially catch a loop upon the carpet. So our super durable carpet that we had requested and had been sold was actually barely one that could be lived with. None of this had been disclosed to us upon purchase. They had agreed, against their will, to come back the following day to repair the damage. That was nearly 3 weeks ago. I have placed phone calls and have been told they are busy and will get here when they can. I feel that we have been misled about the carpet and the customer service that we have received since that time, is appalling.Desired Settlement: I think the business should come out to repair the damaged carpet immediately and then we should discuss the possibility/necessity of replacing all the carpet, at their cost, as they did not disclose all of the information about this carpet when they sold it to us. Had they told us about the nature of a loop carpet and the precautions we would need to take , we would not have selected it for our home.