Carpet King

We have reached a resolution to this complaint, and we are scheduled to install the carpet on 07/16/***copied and pasted from email

Initial Business Response / [redacted] (1000, 8, 2015/07/28) */ RE: Case # [redacted] : Customer K_ Ms [redacted] , We installed the carpet in our customer's home on May 4, MrK_ was present during the measure of the installation areas and was also present when the installers arrivedWhen the installers arrived, MrK_ verified that we had the correct product, and was also present during the entire installationOur installer was working under his direction while in the home In the afternoon, after the installation was complete, MrsK_ came home and indicated the carpets were reversed in the areas that she wanted them The attached signed measure indicates which line of carpet on the order goes in which spaceWe ordered the correct amount of carpet for the spaces as per the measure and contractThe paperwork is signed by the customer and it supports that the products on the order and measure were installed in the correct rooms Our store sales manager Gerald [redacted] firmly believes the carpet was installed as planned During the initial dispute, we have offered a $adjustment in order to settle this matterThe customer declined, and filed two charge backs with their credit card companyAfter review, both chargeback were reversed in our favor We apologize for any inconvenience Giuliano [redacted] Manager, Customer Service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Carpet King is providing inaccurate informationAt the time of the order it was clearly stated as a part of the process, which color carpet was to go on which floorThroughout the remaining transactions it was never asked, nor reconfirmed which color carpet went in which areaReviewing their documentation on page of it shows the original order was entered without specifying which carpet went in which areaOn page of of their documentation, the salesperson performed the measurements & associated a specific product to the measurementWe did not sign,initial or approve that document, as we never saw that pagePage of 8, shows the measurements, that we approved, but does not indicate any product associated with each areaThe salesperson made an incorrect assumption, which was never verified with us as to which color carpet went wherePage of 8, the day of delivery shows that we approved that the correct product was on sight, but had no indication stating which product was to be installed in which areaCarpet King's response indicates that we were present during the entire installation, which was accurate to the extent we were in the home, but far away from the working area and not engaged in any way during the entire installation timeContrary to Carpet Kings assertions, their salesperson made an error and they are trying to blame it on usWhen we called to resolve the matter, the customer service rep said that their employees have been with Carpet King a long time and don't make mistakesHe was predisposed to take their story over ours, because they don't make mistakesHe also told us that we got such a good deal, that there was nothing they could do for usWe repeatedly called asking for resolution and were told they would get back to us, but we would wait for days/weeks for the return call that seldom cameThey ultimately stated they would replace the carpet if we paid for 1/and we declinedWe then asked for a 15% refund, and they came back stating they would offer us a refund of $for a $errorWe declined stating we want a 15% refund or the carpet replaced correctlyThey never returned our call until after we had the charges reversed on our credit cardCarpet King went on to provide the same inaccurate information to the credit card company which resulted in the charges being restored as we were not provided an opportunity to respond to their statement

Initial Business Response / [redacted] (1000, 5, 2014/07/22) */ Ms***, I am sorry to see that our lack of communication with Mr [redacted] has given him enough reason to write a letter expressing his concerns Mr [redacted] will receive a mailed receipt from us as soon as possible We have charged Mr***'s card on July 3rd, and one day before the installation on July 6thIn order to keep installation and accounting separate, we prefer to collect any balance before the actual installation happenMr [redacted] should indeed have been made fully aware of our process We apologize for our customer's inconvenience, and appreciate your help with this matter Sincerely, [redacted]

I wanted to thank Carpet King for the great experience I purchased new carpet and wood floors for my whole home and they did a wonderful Job My salesperson, Dean was very helpful and both the carpet installers and wood installers did a fantastic job I just love my new floors!

Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [email protected] Ms [redacted] , We do apologize for our customer's inconvenience associated with this flooring orderSince they bought the flooring as a special order, they assumed responsibility for the installation of the flooring We have asked one of the subcontractors we work with to attempt to install the one carton of materials which was open and cutHe was able to install the product with no issues We then proceeded to send him out to the customer's home, to inspect the site for a bid of installationAs mentioned in the customer's complaint, the site is currently unavailable After careful consideration, we agree to take back the product and offer the customer a credit for all goods, less $for the one carton which was cutFurthermore, we will make an effort to offset the $by offering a special price on their new purchase The remaining credit of $can be used at our store anytime in the next days As a condition of this offer, the cartons need to be returned to our Burnsville store by 11/15/ We appreciate your help, and apologize for MsM¬_'s inconvenience associated with this project Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the companyI believe it was a fair resolution for both partiesI will return the unopened boxes by the date stipulated and will use the store credit within the day period as stipulated Thank you to the Revdex.com for facilitating this agreement

Initial Business Response / [redacted] (1000, 5, 2014/03/19) */ In light of new information, we have reopened this fileWe have contacted Mr [redacted] immediately, and scheduled an inspection/repair on Monday 03/24/ We apologize for our customer's inconvenience, and appreciate your help with this matter!

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ We are very sorry to see that MrJhas another claim on his recently-replaced carpet We have had two instances where certified independent inspectors found a manufacturing-related issue in the carpet During the first claim, we suggested color-blending, and told the customer that the carpet mill will stand behind it and the warranties on the carpet will not changeWhenever feasible, this is the easiest and least intrusive way to solve this type of carpet claimThe certified independent inspector deemed this instance as feasible for color blendingUnfortunately, customer refused the blending, and we replaced the carpet The new carpet had a similar issue, and again we suggested color blendingThe customer refused color blending again, and we replaced the carpet According to the customer, the new carpet has a similar issue [redacted] Industries has retained the services of an independent inspector, who concluded there are no manufacturing defects in the carpetPer the enclosed inspection report, "This concern was caused by a shadowing effect from a properly constructed seam running across a site in a location with angular lighting conditions and one of the drops having a slightly more nap crushed pile texture from roll-up/storage that should disappear over timeNo evidence of a manufacturing side match problem as the cause for this concern." Unfortunately, we are unable to validate MrJ's latest claim Our efforts to resolve this issue in a reasonable way have failedBased on the independent inspection report, we therefore have closed this claim as denied We apologize for any inconvenience, and trust that the Bureau will close this claim beyond purview Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product that we selected and purchased for over $5,was new, non-defective carpetAnd, after three failed attempts to deliver what we purchased, and causing our business to be closed for days more than what we planned for, CK has still not delivered what we purchasedWe understand that CK's preferred fix was carpet dyeingHowever, as the customer who paid over $5400, we were not satisfied with that optionAfter investigating this method by looking at numerous reviews and articles related to this method, we deemed it an unacceptable solution for us, the paying customerObviously, CK and the inspector prefer this method because it results in a lower cost to CK; and, interestingly, the inspector who completed the first two inspections also does carpet dyeing as a second businessOn his second inspection (see attached report), he attempted to pressure us to schedule a time on the spot for him to come in and complete the dyeingTo us this is a clear conflict of interest and did nothing to engender confidence in the inspection process or CK's commitment to what was in the best interest of us, their customerAdditionally, from what we have researched, customers very often have issues with dye rubbing off onto clothing and furniture, and fading after one carpet cleaningCK and [redacted] may or may not guarantee this process, but the point is that we purchased new carpet with the intent of not having to deal with it again for another ten to fifteen yearsWe don't want to have to "fix" it again in one, two, five years when the dye wears offAdditionally, we're not interested in bringing more toxic chemicals into our workplace simply because CK can't provide the product we purchased Regarding CK's claim that they cannot validate our latest claim: of course CK cannot validate our latest claim; 1) their customer "service" manager has refused to come look at their carpet when we have requested, stating that this is not their procedure, 2) their third inspection report does not include photos, and 3) their third inspection report is fraudulent (as was their second report)Their report indicates that the inspector 1) used a light box; he did not, 2) used a strong inspection light; he did not, 3) he used flash lighting; he did not, 4.) the report states that the inspector should, "Send digital photos with EVERY claim"; there were no photos attached, 5.) the report states that the space is a basement; it is not--it is a second floor office spaceMy office manager, my wife, and I were all with the inspector during the inspection and can attest that the claims that he made on this report are fraudulentIn addition, the conclusions suggest that their carpet color will only look correct "with the use of strong inspection lamp and flash lighting sources." Really?! That's what needs to be done so the color looks correct? This is what they are basing their determination on that no action needs to be taken? We are left to assume that in order for their carpet to look as it should, we need to aim high intensity light on the seam; and they are apparently okay with thisI am attaching pictures that I took of the carpet about which ***'s inspector concludes, "there are no manufacturing defects in the carpet" (among other comments made in that report)One picture was taken immediately after the installation, and the other was taken a few days agoBoth pictures were taken when it was dark outside, so there was no light coming in from the side window, which the report says is a contributing factorThe report also suggests that the effects of the crushed pile from roll-up/storage should disappear over time; the second picture was taken days after the installation and there has been NO change in the appearance of the carpet as the inspection report stated would occur: "This concern....should disappear over time." As is visible in the attached pictures, the "crushed pile" is not the problemThe problem is that the carpet is two different colors at the seamGiven that CK has not been able to deliver what we purchased after three attempts, and given that they have submitted two fraudulent claims to [redacted] Industries regarding this carpet, we just want our purchase price refunded, and expect that we will not need to close down our business for another three days to receive this refundAt this point we have resigned ourselves to the fact that we are stuck with this carpet for the life of the carpetHowever, we feel that it is unreasonable to pay for carpet that, if we reasonably could, we would returnIt is obvious that CK does, in fact, know that this carpet is defective in spite of what their inspection report claims, as they have promised a refund if we remove the carpetIf the carpet were truly without problems as stated in their report, I can't imagine they would have suggested removal as a solutionAdditionally, the salesperson suggested that [redacted] doesn't allow them to process the refund without returning the carpetThis also is not trueAfter the first installation, we stated that we knew of a party who could take the defective carpet to use in an apartment used to help people in crisis situationsCK and [redacted] had no problem leaving that batch of carpet with us to dispose of and there was apparently no need for [redacted] to have the faulty carpet returned to themAdditionally, CK has suggested a partial refund since the issue is only present at one seamThere are two problems with this: 1.) If, as the report indicates, there are no issues with the carpet, why is the Customer Service Manager claiming there is, in fact, a problem at one of the seams, 2.) the seam in question is the longest, most centrally located seam in the entire office, so the issue isn't just the seam but rather the way the entire room of carpet presents itself in the roomIf CK had been willing to come and view the carpet themselves, they would easily see this In summary, our view of this matter is this: we spent over $5,for brand new non-defective carpet; not brand new, defective, dyed-in-place carpet with dubious results and no clear indication of how things would be handled by Carpet King if we were unhappy with the results of dyeingWe patiently followed the process dictated to us by the carpet retailer in order to achieve our desired and reasonably expected resultHowever, after three attempts and a great deal of valuable lost business time, we still have defective carpetWe cannot close our business down for three days for a fourth time, for another removal process, but will need to live with the defective, two tone carpet for a number of years until we can reasonably take the time to replace itThe issue with this carpet is not just that there is color variation at one seam as Mr [redacted] has stated, but rather the most centrally placed seam is clearly presenting a two-toned appearance that a customer should not have to pay a cent forFrankly, from our perspective, what is causing the two-toned appearance is irrelevantCK claims there is no dye issueWe can't answer to that since we are not carpet expertsHowever, we are consumers who, after almost two months, still have two-toned carpet that has not lessened in any way as the inspection report indicated would happen once the supposed crushed nap resulting from storage wore offWe have had carpet in that space for fourteen years with the same lighting and have had no issues with visible seamsIf we could easily return this product to the store for a refund as one would a microwave or television or a gallon of bad milk, we would do so in an instant, and would be entitled to that full refund according to Mr [redacted] himselfUnfortunately, the nature of this product is not conducive to that type of scenarioIt requires an inordinate amount of our time and effort and wear and tear on our office equipment and ability to function to make this happen a fourth timeOur hope would be that Carpet King would see the dilemma they have placed us in and make this right by fully refunding our purchase and eliminating the need for further time wasted and action taken on either party's side Final Business Response / [redacted] (4000, 10, 2015/05/08) */ ***corresponding docs attached Instead of "investigating" around about sidematch correction, I sincerely wish the customer listened to our recommendation and accepted a sidematch correction of the original carpetIt would have saved everyone a lot of time and resources [redacted] had this carpet inspected by a certified independent inspectorThese inspectors are trained professionals and I am dismayed at the utter disregard for their qualifications expressed by our customer When inspected properly and exposed to high intensity light, the new carpet reveals no manufacturing sidematch or color differenceI am attaching pictures that the inspector took We have no option but to deny this claim Our customer mentions in his correspondence that we, Carpet King, have never looked at the carpetWe have left a message to set up an appointment to do just that [redacted] Customer Service Manager Carpet King ***copied and pasted from email

Carpet King installed new wood in my home and did a fantastic job! Flooring looks great!

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ Per our attached contract signed by MrK., we are not responsible for issues beyond our control or for incidental damage, and this is a perfect example of such The installer nailed it in the baseboard in the same manner that they usually do There is simply no way for any installer to see if there are exposed pipes behind the sheetrock which sits behind the baseboardIt is the homeowner's responsibility to ensure that an adequate protective steel plate is installed in front of the pipes, to protect the pipes from any damage such as thisSeemingly there is a steel plate in front of said pipes, but it does not meet and exceed the height of the baseboard, like it shouldHad the steel plate been adequate, damage would have been avoided in the course of installing the baseboard It's not feasible to reuse the old nail holes, since the nails would not hold We apologize, and suggest the customer files a claim with their insurance company Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't consider the damage incidental and I don't consider it beyond Carpet King, Inc.'s controlI'm involved in a business that works with customers as well and when/if we mess up we make it right for the customerOtherwise they'll go somewhere elseI've used Carpet King to do 3/4s of the carpet in my house a few years ago and now half of my flooringCarpet King, Incapparently doesn't want the rest of my business, any referrals, any of my friend's business, good references or good publicityVery short sighted business plan on your part Carpet King, IncThe pipes were adequately protected by building codeIf you haphazardly nail gun into sheet rock, you're going to hit somethingAnd if you do, you need to make it right for the customer Final Business Response / [redacted] (4000, 9, 2015/04/16) */ I am attaching the recorded conversation I had with MrKon 03/13/15, in which the customer concedes that we nailed through the trim board (and through the sheetrock behind it)The conversation also includes proof of common-sense acknowledgment that there is no way for the installer to know that there are unprotected pipes behind the wall Unfortunately, today, we are unable to validate a new and different account of the events We apologize for any inconvenience

I have left a message for this customer, and received a call back After that, I was unable to leave a message or get any response when I called back I will email the customer, in hope to resolute this matter Thank you, Giuliano [redacted] Customer Service Manager Carpet King ***copied and pasted from email

Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed The business states that burn looked like a cigarette burnThe affected area on the sleeve is inches by inchesThis kind of damage is not the result of a cigarette burnAlso I did not mention I was going to file a BBC complaint until she was uncooperative and refusing to discuss the issue with meThe lady who I talked to was very rude and refused to help me in any way I still have the sweater and can take a photo of the burn and email you this information if it would help Regards, [redacted] ***

Absolutely a great experience from beginning to end! We had a few quotes and we were all set to go with another company until we talked with Capret KingI am SO glad we didn't go with the other!

I don't typically fill out surveys but I wanted everyone to know what a fantastic job Carpet King did on our flooring They showed up on-time for the initial appointment, gave us a very competitive price, and the installation was perfect! Overall, I had a great experience and my carpet exceeded my expectations

My new floors look great! You did a wonderful job!

Everyone was professional and we are very pleased with our flooring and carpetOur Salesperson Dean was a pleasure to work with

Initial Business Response / [redacted] (1000, 5, 2014/09/17) */ Ms [redacted] , Thank you for moderating this complaint We will refund Mr [redacted] 's credit card in full, as he requested We should have done a much better job tracking his order, and we are very sorry for our customer's inconvenience Thank you for your help Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue with the order had little to do with trackingThe issue is that Carpet King does not know when orders will arriveThey should not promise an order in 2-days when they have no clue when it will arrive and it could take weeks The business model to gain my sale was: Promise the customer a quick delivery Have the customer sign a contract that says the order cannot be cancelled once shippedAny shipping issue is the customer's problem, not Carpet King's, and that essentially Carpet King has no obligation to ever deliver product Refuse to track the product, that way the order cannot be cancelledSince, it's possible that the product shipped, the order can't be cancelled Refuse to cancel the order, if the customer won't pay, threaten them with the contractFight the customer if they try and reverse charges, even if they have never received a product, waited weeks for product that was promised in days I've reversed the charges on my credit cardFuture potential customers should be aware of the tactics Carpet King will employ before doing business with them

[A default letter is provided here which indicates your acceptance of MediationIf 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 Mediation is necessary Regards, [redacted]

Carpet King did a fantastic job on my new carpet They were quick and had the best price of all the places that came to give me estimates Very friendly too!

Please allow us to apologize for our customer's inconvenience At this point, the flooring manufacturer Armstrong has denied the claim, based on the fact that "noise" in laminate is not a covered condition Although the foam used under the flooring was not the one that Armstrong recommends, Carpet King used a foam made for use during laminate installation We have asked Armstrong to further review our customer's claim, since the flooring also has small gaps on the edges We have also asked our customer for leftover planks that are not installed, which we could send to Armstrong as proof of claim We ask our customer to please allow more time for processing the claim, and supply uninstalled planks Thank you, Giuliano [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ ***corresponding documents attached RE: Case # [redacted] : [redacted] Ms [redacted] , Thank you for your follow upUp to this point, we were working to fill the order and were attempting to secure the fabricated countertops for MsF Per the attached signed contract, MsF agreed to purchase a sink, carpet, countertop and a template from Trade Direct on December 5, At MsF.'s instructions, the sink was dropped shipped to her homeWe then learned, from MsFthat the sink would not fit in her cabinetsAt that point, she asked to be able to return the sink, cancel the order and get her money backThat we would not agree to as it was clear from the signed paperwork that the product, once shipped, is not returnableHowever, in an effort to work with the customer, our Manager, [redacted] , got involved and offered to take back the sink in return for moving forward with the countertops (which at this point had not yet shipped)This was agreed and was the plan Clearly the customer now wishes to cancel the order Unfortunately, we have incurred hard cost restocking charges of $to return the sink to the fabricatorAs previously agreed we would prefer to continue selling MsFthe reminder of her order and waive the restocking fee on the return of the sinkAs this solution no longer works for MsF., we are prepared to refund her entire down payment less the $restocking fee; provided that she also agrees to cancel the order and release Trade Direct from any and all obligations related to this orderWe feel that this is a reasonable resolution for both parties If this offer is acceptable, we have provided a release which we would request that MsFsign and return to my attentionOnce received, we will process a refund less the re-stocking charge of $ Sincerely, [redacted] Manager, Customer Service (612) [redacted] @hotmail.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/10) */