ComplaintsforBarry Neal Carpets, Inc.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stay away from this company. ( Barry Neal Carpet One Floor & Home @ Altamonte Springs, Florida 32701). They will charge you a restocking fees if you are not happy with their product's. There's no way in their contract where it mention restocking fees neither explains their restocking fees policy. You won't even know about the restocking fees until you want to return something you unhappy with. By law, any business that' have a restocking fees must clarify it to the customer before purchasing any of their products, not after. I find it very unprofessional them to deducting more then 20% without having any written contract about it.

  Business response

  08/21/2023

  Ms. ********* contacted us to purchase flooring to match what her builder had already installed in new home.  She informed us that she would only need material because she had her own person for the installation.  We quoted her as per her request and stated on the estimate that this was a special order and there was no return. A copy of the estimate is attached. She was in somewhat of a hurry because she needed the material before she went on vacation, so we processed asap.  After the materials were picked up and taken to her home the person hired to do her installation advised her that he would not install the products as they didn't meet his specifications and she requested a return for full credit.  Even though this sale was made and specified as special order with no return we were able to negotiate with the manufacturer to take it back with a restock fee.  We feel that under the circumstances we did all that we could do to make this right for the customer, so she was not fully out of pocket for this event. 

   

  Customer response

  08/25/2023

  More Information...On July 7th I bought some flooring products from that company for $ 2514.55 and was only refunded $ 2097.67. My builder had informed me they used Barry Neal Carpet One for flooring, therefore, I wanted the rest of my floor to match the exact vinyl that the builder had installed. I wanted to remove the carpet that's in the loft and stairs so I went to Barry Carpet, whom my builder had recommended. The company I hired to do the job had advised me the nose of the stairs I ordered wasn't going to be covered under their job warranty because it wasn't the right one for the nose of the stairs. I contacted Barbara, stating I was willing to pay the difference just so the stair’s noses could last longer as well to be covered under the job warranty to which she responded that she was going to check and get back to me. In her follow-up response, she stated Sorry we won't be able to let you upgrade. I stated to her in response that if I can't upgrade to the correct product needed then I wish to return them as I wouldn’t need it. In her final response, she said OKAY and gave a return date that I was allowed to come in on Thursday, July 25, to return the product. I then followed up with Barbara stating that I was unable to come in on that given date and instead suggested an alternative that I could return them on Friday, July 26. Barbara approved but stated that she would not be present on that day. Therefore, I went in on Thursday, but upon my arrival and visit, I was given the runabout by the manager on duty that day at the return distribution. After further frustration, I informed I was going to call my bank to dispute the transaction instead. Immediately as I was on the phone with a representative from my bank regarding the transaction, I received a call from Barbara informing me that I could go ahead and return the products for a refund. I since then have since returned the items and never received any refund after 40 days. I emailed Barbara, regarding a status update about the refund. But, I did not receive a reply until a week later stating how I could be refunded the amount of $2,096.67.  However because the restocking fee from ****** is $416.88, we have to pay. Then quoting “As stated above, This was a Special Order – No Returns but we will make an exception but you do need to cover the Restocking Fee."
  
   So my inquiry is why wasn’t an exception made before taking the products back?  Since you didn’t have restocking fees in your contract nor posted anywhere in the public view customers could be aware of such a fee.
  

  Business response

  09/22/2023

  In response to not allowing to place an order for upgraded materials for the stairs I would like to state that there were no other materials available from the manfg. of this product so, therefore we could not offer the requested solution.  The product sold would qualify for a warranty from us and the manfg.  It was the installer who would not offer the warranty which is out of our control.  We regret that we could not offer a solution to what was requested but are limited based on availability.  We have given credit back on the materials minus the restock fee and feel this issue is resolved. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I met with Barry Neal Carpets, Inc. sales representative Kevin M******** on October 12, 2022. We selected approximately 80K worth of custom cabinets for our home. Mr. M******** reported that the cabinets would be delivered in approximately six to eight weeks. We didn't receive the cabinets until May of 2023. Mr. M******** was extremely uncommunicative regarding the cabinet design, delivery, and installation. When the cabinets finally did arrive, approximately six months later, there were major design flaws. Our existing plumbing is not compatible with the kitchen cabinets because the kitchen cabinets were not measured correctly. The linen closet was not measured correctly. We were informed today that the bathroom cabinets will not withstand the weight of a countertop so cabinet support legs must be added. We were not informed of this design flaw and it will compromise the ascetic of the three bathrooms. We ordered entertainment center cabinets and they still have not arrived. The installers left broken cabinetry and metal on the balcony and in the guest rooms. The installers left discarded boxes all over our home that we had to pay someone else to it clean up. I emailed Mr. M******** and informed him that I expect a written response to my complaints and I have not received any written correspondence from him that details how he intends to resolve these issues. Please ask the owner to contact us as soon as possible as this companies neglect is preventing us from completing our remodel and moving into our home.

  Business response

  05/23/2023

  We have been in direct communication with the customer to resolve all concerns. In regards to the order while Kevin did meet in October and on several other occasions, final approval came January 31st, 2023. The order date was February 4th, acknowledged and approved on February 10th from the factory and cabinets arrived to us April 26th. There was a lead time extension from our initial conversation, obviously something neither of us can control. We loaded the truck and delivered to you on Friday the 28th. We had scheduled with you to begin installation on Monday the 1st, but could not begin install due to tile not being completed. Our installer unpacked the cabinets to at least not waste an entire day.  There was a change in the area where the linen cabinet was measured which did cause a slight issue due to door casing being deleted however this is fixable. The concerns with the weight of the tops on the floating cabinets were addressed with additional support based on our recommendation.  We are waiting on some additional parts but have scheduled to be on site based on their arrival.  We are committed to customer satisfaction day in a day out and apologize for any inconvenience some of these delays in shipping or changes may have caused. 

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