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Carpet King Reviews (57)

The carpet was installed on 06/27/16.  I have left a follow-up voice mail message on the customer's phone, to call me if there are any other issues.   We apologize for the inconvenience, and for the lack of communication during this process.   Thank you, for your time and help with...

this issues! Giuliano [redacted] Customer Service Manager Carpet King  [redacted]copied and pasted from email.

Initial Business Response /* (1000, 5, 2015/04/09) */
We are very sorry to see that Mr. J. has 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 change. Whenever feasible, this is the easiest and least intrusive way to solve this type of carpet claim. The certified independent inspector deemed this instance as feasible for color blending. Unfortunately, customer refused the blending, and we replaced the carpet.
The new carpet had a similar issue, and again we suggested color blending. The 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 carpet. Per 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 time. No evidence of a manufacturing side match problem as the cause for this concern."
Unfortunately, we are unable to validate Mr. J's latest claim.
Our efforts to resolve this issue in a reasonable way have failed. Based 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 /* (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 $5,400 was new, non-defective carpet. And, after three failed attempts to deliver what we purchased, and causing our business to be closed for 6 days more than what we planned for, CK has still not delivered what we purchased. We understand that CK's preferred fix was carpet dyeing. However, as the customer who paid over $5400, we were not satisfied with that option. After investigating this method by looking at numerous reviews and articles related to this method, we deemed it an unacceptable solution for us, the paying customer. Obviously, 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 business. On 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 dyeing. To 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 customer. Additionally, from what we have researched, customers very often have issues with dye rubbing off onto clothing and furniture, and fading after one carpet cleaning. CK 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 years. We don't want to have to "fix" it again in one, two, five years when the dye wears off. Additionally, 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 space. My 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 fraudulent. In 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 this. I am attaching pictures that I took of the carpet about which [redacted]'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 ago. Both 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 factor. The report also suggests that the effects of the crushed pile from roll-up/storage should disappear over time; the second picture was taken 45 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 problem. The problem is that the carpet is two different colors at the seam. Given 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 refund. At this point we have resigned ourselves to the fact that we are stuck with this carpet for the life of the carpet. However, we feel that it is unreasonable to pay for carpet that, if we reasonably could, we would return. It 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 carpet. If the carpet were truly without problems as stated in their report, I can't imagine they would have suggested removal as a solution. Additionally, the salesperson suggested that [redacted] doesn't allow them to process the refund without returning the carpet. This also is not true. After 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 situations. CK 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 them. Additionally, CK has suggested a partial refund since the issue is only present at one seam. There 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 room. If 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 $5,400 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 dyeing. We patiently followed the process dictated to us by the carpet retailer in order to achieve our desired and reasonably expected result. However, after three attempts and a great deal of valuable lost business time, we still have defective carpet. We 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 it. The 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 for. Frankly, from our perspective, what is causing the two-toned appearance is irrelevant. CK claims there is no dye issue. We can't answer to that since we are not carpet experts. However, 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 off. We have had carpet in that space for fourteen years with the same lighting and have had no issues with visible seams. If 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] himself. Unfortunately, the nature of this product is not conducive to that type of scenario. It 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 time. Our 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 /* (4000, 10, 2015/05/08) */
[redacted]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 carpet. It would have saved everyone a lot of time and resources.
[redacted] had this carpet inspected by a certified independent inspector. These 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 difference. I 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 carpet. We have left a message to set up an appointment to do just that.
[redacted]
Customer Service Manager
Carpet King
[redacted]copied and pasted from email.

Initial Business Response /* (1000, 8, 2015/07/28) */
RE: Case # [redacted]: Customer K_
Ms. [redacted],
We installed the carpet in our customer's home on May 4, 2015. Mr. K_ was present during the measure of the installation areas and was also present when the installers arrived. When the...

installers arrived, Mr. K_ verified that we had the correct product, and was also present during the entire installation. Our installer was working under his direction while in the home.
In the afternoon, after the installation was complete, Mrs. K_ 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 space. We ordered the correct amount of carpet for the spaces as per the measure and contract. The 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 $350 adjustment in order to settle this matter. The customer declined, and filed two charge backs with their credit card company. After review, both chargeback were reversed in our favor.
We apologize for any inconvenience.
Giuliano [redacted]
Manager, Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Carpet King is providing inaccurate information. At the time of the order it was clearly stated as a part of the process, which color carpet was to go on which floor. Throughout the remaining transactions it was never asked, nor reconfirmed which color carpet went in which area. Reviewing their documentation on page 3 of 8 it shows the original order was entered without specifying which carpet went in which area. On page 6 of 8 of their documentation, the salesperson performed the measurements & associated a specific product to the measurement. We did not sign,initial or approve that document, as we never saw that page. Page 7 of 8, shows the measurements, that we approved, but does not indicate any product associated with each area. The salesperson made an incorrect assumption, which was never verified with us as to which color carpet went where. Page 8 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 area. Carpet 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 time. Contrary to Carpet Kings assertions, their salesperson made an error and they are trying to blame it on us. When 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 mistakes. He was predisposed to take their story over ours, because they don't make mistakes. He also told us that we got such a good deal, that there was nothing they could do for us. We 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 came. They ultimately stated they would replace the carpet if we paid for 1/2 and we declined. We then asked for a 15% refund, and they came back stating they would offer us a refund of $350 for a $3700 error. We declined stating we want a 15% refund or the carpet replaced correctly. They never returned our call until after we had the charges reversed on our credit card. Carpet 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 /* (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 /* (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 tracking. The issue is that Carpet King does not know when orders will arrive. They should not promise an order in 2-3 days when they have no clue when it will arrive and it could take weeks.
The business model to gain my sale was:
1. Promise the customer a quick delivery.
2. Have the customer sign a contract that says the order cannot be cancelled once shipped. Any shipping issue is the customer's problem, not Carpet King's, and that essentially Carpet King has no obligation to ever deliver product.

3. Refuse to track the product, that way the order cannot be cancelled. Since, it's possible that the product shipped, the order can't be cancelled.
4. Refuse to cancel the order, if the customer won't pay, threaten them with the contract. Fight 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 card. Future potential customers should be aware of the tactics Carpet King will employ before doing business with them.

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
[redacted]copied and pasted from email.

Our home flooring needed a good change. The previous owner of our home was a heavy smoker and everything was covered in nicotine. Humidity brought out the smell cigeretts and it was just getting old.
So we did our research and looked into several businesses and found that Carpet King was the best. The service was excellent, very good communication and really good pricing. T**, M[redacted] and T[redacted] at the store were very professional and knowledgeable about the products. The installers where fast and very professional installing the kitchen flooring and carpet.

Initial Business Response /* (1000, 5, 2014/07/07) */
We have refunded our customer's credit card in full.
Please allow me to apologize for our inability to meet our customer's as well as our own expectations.
The delays associated with this file are partially inherent to the...

claims process which we have in place.
We mailed the showroom sample and a piece of carpet which we received to the carpet mill. The carpet mill compared them, and determined that the customer's claim is valid. We therefore offered to reorder the carpet or any other carpet similar in value from our showroom. Unfortunately, we were denied the opportunity to be of service.
We are truly sorry for Ms. [redacted] and her family's inconvenience!
I sincerely appreciate your help with this matter.
[redacted]

I have spoken to Ms. Nelson on several occasions since we received your latest correspondence.     We sell product which is guaranteed by the manufacturer.  In order to further a stain-related carpet claim, we need the customer to give us proof of professional carpet cleaning.  Ms. Nelson insists that her carpet cleaner has tried to contact me on several occasions.  Unfortunately, we have not received the receipt that we need.     We do have to insist that Ms. Nelson provides a cleaning receipt.

I had a positive experience with Carpet King In St. Louis Park, MN. I worked with Jim and Marti and both went above and beyond trying to find a quality carpet on a tight budget. They also promised to have it delivered within a two day window, which was nice as we are preparing to sell our home. The workers who came to lay the carpet were friendly and professional. They worked fast and did not cut corners. Carpet King will also price match the big box stores, which usually take forever to install. I will definitely use Carpet King again. Thank you Marty and Jim. I really appreciate all your hard work and making this happen in a timely fashion.

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

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 /* (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 order. Since 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 cut. He 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 installation. As 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 $136.61 for the one carton which was cut. Furthermore, we will make an effort to offset the $136.61 by offering a special price on their new purchase.
The remaining credit of $1912.57 can be used at our store anytime in the next 90 days.
As a condition of this offer, the 14 cartons need to be returned to our Burnsville store by 11/15/15.
We appreciate your help, and apologize for Ms. M¬_'s inconvenience associated with this project.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the company. I believe it was a fair resolution for both parties. I will return the unopened boxes by the date stipulated and will use the store credit within the 90 day period as stipulated.
Thank you to the Revdex.com for facilitating this agreement.

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.

Initial Business Response /* (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 order. Since 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 cut. He 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 installation. As 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 $136.61 for the one carton which was cut. Furthermore, we will make an effort to offset the $136.61 by offering a special price on their new purchase.
The remaining credit of $1912.57 can be used at our store anytime in the next 90 days.
As a condition of this offer, the 14 cartons need to be returned to our Burnsville store by 11/15/15.
We appreciate your help, and apologize for Ms. M¬_'s inconvenience associated with this project.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the company. I believe it was a fair resolution for both parties. I will return the unopened boxes by the date stipulated and will use the store credit within the 90 day period as stipulated.
Thank you to the Revdex.com for facilitating this agreement.

Initial Business Response /* (1000, 5, 2014/03/19) */
In light of new information, we have reopened this file. We have contacted Mr. [redacted] immediately, and scheduled an inspection/repair on Monday 03/24/14.
We apologize for our customer's inconvenience, and appreciate your help with this...

matter!

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

Ms. [redacted],   I am currently "playing phone tag" with Ms. [redacted].   Please let me assure you that her claim regarding the quality of the carpet will be fully investigated.   I apologize for our customer's inconvenience.   Sincerely,   Giuliano [redacted] Customer Service Manager...

Carpet King [redacted]copied and pasted from email.

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Address: 8117 Wedgewood Ln N, Maple Grove, Minnesota, United States, 55369

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