ComplaintsforWestbrook Floor Covering

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Looking For Assistance Collecting A Refund That Has Been Promised To Us • On November 2, 2022 I placed an order with Westbrook Flooring for an area carpet. • Expressed concern over the thickness of the padding due to multiple doorways in area. • Received carpet (payment in full) and the padding did not work because it was too thick • Brought back padding – treated poorly by owner, Russ, and could not come to resolution on thinner padding options. • Spoke to owners wife the next day and indicated the rudeness of her husband and she offered reimbursement of padding. • I reached out through telephone and text messages where she clearly stated that she would send the reimbursement check. • From December 2022 through the latest conversation with my husband on January 25th, 2023, again she stated that the check will be mailed immediately. • To date, no reimbursement of $53.52 as promised has arrived. • I am greatly disappointed in this family run business.

  Business response

  03/03/2023

  Reply to BBB complaint #******** – Russell J***** Westbrook Floor Covering 2/23/23 – ****** *******
  This is the first time hearing about this customer’s complaint from BBB.
  History
  Customer placed an order for an area carpet and a rubber back 3/16” custom cut pad. The customer did not provide specific height requirements and we did not make a site visit as this sale  was for a vacation home out of the area. No details were ever provided by the customer.
  Customer returned to the store and told us the pad was too thick. We offered to replace it with a special pad that has a sticky nature and holds carpet in place and is only 1/8” thick. We offered to give her a piece to try but she insisted that she knew of a pad that she had previously used that would work and asked if we could provide it to her. Unfortunately, we did not know the name or type of pad she was referring to, she only new where she had previously purchased it from. (***** ******)
  She then wanted information on replacing the binding on the carpet we sold her as that was too thick but she wanted to pick the color. We told her that we do not have binding choices in the store. We suggested as we do to all our customers who need to select a specific binding color to go and visit our outsourced bindery and there she could make her selection. This did not sit well with her and she decided to leave the store.
  She called and spoke to my wife and demanded her money back for the pad and at that time made a complaint to my wife about my supposed rudeness. I was not in the store when this call came through. My wife filled me in on the conversation. Neither my wife nor I felt that I had acted rudely; we believe that the customer was logging a dubious complaint to support her demand for a refund. It is sad that we receive such feedback but understand that the customer may see things differently even if it is only carpet pad.
  We refunded a check to the customer for the pad after returning from an extensive travel schedule. We do not engage our clients with vitriolic behavior. We are a family business with 22 years of great customer service.

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