Business ProfileforTaylor Carpet One, Inc

I'm disappointed in the customer service I received at ********************** **************. I chose them for a good experience with a small business expecting reliable advice, quality product, quality installation, and customer service. I told the salesman I was interested in luxury vinyl, but I wasnt sure if it would work on my floor, so Id look at sheet vinyl as an alternative. He said the estimator would examine the situation when he came to measure and advise if we could use the luxury vinyl or not. When the estimator told us the luxury vinyl would work, I ordered it. That was bad advice! I waited 3 weeks to get it. The installer used a leveling product; then started to lay the underlayment. When he put the level on the floor, he said that the luxury vinyl wouldn't work on our floor because it wasnt level enough. It would fail. So, I called Carpet One expecting to return it, get a refund, and select vinyl sheeting instead. I was told it couldn't be returned and I couldn't have a refund. I ordered the product based on their advice! This was their mistake! They said they could install it with adhesive for several hundred dollars more. It was even suggested that maybe I could sell it on Marketplace or E-bay! There was no way that they would take it back! I came up with a partial solution that at least they'd refund my money for the installation; Id return the plastic sheet; they'd provide me with a free gallon of the proper adhesive for us to install NEXT YEAR, since we would be leaving for the season. They said it would take 2 gallons. They'd give us 1 and charge us for one. This was the agreement. It took 2 weeks for the adhesive to arrive. I said I was coming for my adhesive and my refund check. I got the adhesive, but there was no check. They said they would mail it to me. I demanded either the check or cash. I said I wouldn't leave until I had it. It took about 40 minutes before they finally handed me a check. I will never do business with them again!

 At Taylor Carpet One, we try to excel in our Customer Service.  We do not take the comments presented lightly, but there is always two sides to every situation.  We do not dispute her understanding of what was to be done and maybe we did not do a good job explaining the process and how everything was to be handled.  This situation was completely a site related issue and was not created by Taylor Carpet One.  We did try to come up with solutions and there were options that were presented, but for whatever reason were declined.  We were very conscious and concerned with what the end result would be, and we do jobs so they last and the homeowner does not have issues due to our workmanship.  The customer did sign a contract for material and labor, and it was very clear that the materials could not be cancelled or returned.  We did refund all monies paid that we were able to refund and did expedite the refund out of our normal process to accommodate her when she came into our store.  We would be happy to work with her on a suitable solution for her application, but this in no way was a lack of service, concern, or mishandled.  Please feel free to contact us for any questions or additional information.