ComplaintsforCapitol Carpet, Inc.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago Capital windows and floor worked with me on ordering and installing all the new window treatments for my home. When the second set of window treatments were installed two valances were damaged. I called the store immediately the same day of the installation to tell them ttwo valances were damaged. I requested that they be replaced and once the valences were replaced I would pay the second and final payment of $3500. A week I still had not heard from Capital windows and floors but I received my credit card bill statement and capital windows and floors went and charged the second payment for the window treatments without my authorization. After several phone calls and emails over 6 weeks later the two valances are still damaged have NOT been replaced and capital windows and floors has their money The total job cost $6,550. Terribly poor customer service terrible communication and irresponsible customer business to charge someones credit card without their authorization for a job not done. In addition the man who runs the window treatment Department was rude and off-putting and didn't believe me initially when I made the call that the valances were damaged. He said "the installer didn't say anything was wrong why should I believe you?"

  Business response

  10/14/2022

  Good morning,

  This consumer contracted our company to furnish & install custom window treatments for her home on April 1, 2022 and we collected a 50% deposit to start the job.  Our installer went to the customers home thereafter for final measurements and the custom shades were placed into production with the manufacturer.

  Upon the completed custom shades being delivered to our warehouse, the customer was contacted and an installation date was scheduled for July 8, 2022.  As per the customers wishes, only a partial installation was done on that appointment.  A follow up appointment was scheduled with the customer and the job was installed, in completion, on July 28, 2022.  The customer signed off on the Work Order stating that everything had been installed, inspected, completed, etc. (please see Work Order attachment). The remaining monies owed were charged to the credit card pre authorized by the consumer at the time of sale (please see Package attachment) on July 29, 2022.

  On August 2, ********************************************************************************************************** the custom valances.  At that time the consumer was asked to provide photos of the defective valances so a claim could be filed.  Several phone calls and emails went back and forth between our company and the consumer through the end of August 2022.  On September 7, 2022, the manufacturer accepted the photos and placed the new valance request into production with an approximate delivery date to our warehouse facility of October 13, 2022.  Our office left a voicemail for the consumer on September 7, 2022 letting her know that the remakes were approved and the estimated delivery date.

  The new valances indeed arrived yesterday October 13, 2022 to our facility and the next step will be that the consumer will be contacted within the next 2 business days so that a scheduled appointment can be made.  At that scheduled appointment, our installer will be removing the defective valances from her home and the newly fabricated valances will be installed.  

  Unfortunately, as the customer had signed the completed Work Order and we were unaware of the defects at the time, the final balance had been already processed on the preauthorized credit card.  We understand it is frustrating and disappointing when new merchandise of any sorts arrives with problems, however we also do not consider this order closed until we have replaced the defective valances at the consumers scheduling convenience. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my drapes in March 11,2022 And it is now September 16 2022 and still nothing. **************** is horrible know one will return my calls

  Business response

  10/03/2022

  Good morning,

  This consumer contracted our company to fabricate custom draperies for her home on 3/11/22 and we collected less than a 50% deposit to start the job.  Our installer went to the customers home for measurements and the raw fabric was ordered for the customer from the mill. The custom workroom received the fabric and started to sew/fabricate based upon the design & measurements.  Unfortunately near the end of the process, the entire workroom staff became positive for Covid resulting in delays of completion and delivery.

  Upon the completed draperies being delivered, the customer was contacted and an installation date was scheduled for July 19.  Our installer went to the customers home and discovered that not all of the necessary hardware had been delivered in the box and unfortunately the draperies could not be installed.  All of the hardware and the draperies were left at the customers home.  The missing hardware was ordered and there were several delays from the supplier to deliver.  The customer was spoken with several times during that time frame while we were awaiting the delivery.

  The missing hardware was ultimately received & verified by the installer as being correct.  Another installation appointment was scheduled for September 16.  Our installer went to the customers home and only then discovered that the draperies were too long, as it was the first time they could be hung.  The draperies were returned to the workroom for alterations. We emailed the customer on September 29 to inform her that the draperies were back at the workroom and we're awaiting the completion of the alterations so we can install them for her.

  We have not collected final monies as of today, October 3, as we also do not consider this job to be complete and will contact the customer once again to schedule an installation appointment upon completion of the alterations.

  We apologize for all delays that have transpired thus far.

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