ComplaintsforGeorgia Carpet Industries

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered padding from Georgia carpet. Came rolled in plastic, opened and it was damaged contacted Georgia carpet and after several weeks of getting lead around they told me they won’t give me a refund. And that I only paid $3.99 for itit. No I paid $89.00 for it. So if that’s the case they over charged me to. I bought 2 rolls of padding. So I should get back $170.02. I just want the $89.00 for the damaged roll. I can send more information.

  

  Business response

  05/31/2024

  The consumer did not inspect the material prior to signing the release waiver, it is part of our sales policy and shipping policy (linked to every email and invoice), also available to view on our website as well. There was damage to the padding that goes under the carpet ordered. She was charged $3.99 PER SQUARE YARD for the material (invoice attached). The shipping company denied the claim as damage was not noted. In an effort to assist we offered a discounted price to purchase an additional roll of padding to the consumer and ship at no charge. The consumer was unhappy with the offer made for resolution. Per our sales policy we are not obligated to offer any accommodation on damage that is not noted on the proof of delivery.  The consumer is not due a refund and was never over charged. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 10th, 36 boxes of flooring were delivered damaged. The truck driver ignored instructions and stacked two pallets, making the load overweight and impossible to offload from the truck. The driver mishandled the pallet jack, causing all the boxes to fall from the four-foot-high truck and hit the ground, damaging the edges, which are the most fragile parts of the flooring according to the sales representative. The delivery documents were signed with notes indicating the damage. I reported the issue to the sales representative immediately, sharing photos and videos as proof. The sales rep confirmed the damage and assured me that the issue would be addressed, promising either a full refund or replacement. The incident occurred in my client's driveway, where they witnessed the entire event and refused to use the damaged goods. They opted to source the flooring locally, causing a significant delay in their remodeling project and damaging my business reputation. It's been a week since the incident, and despite calling the sales representative and claims department over eight times, including five calls yesterday, no one has resolved the issue or answered my calls. As a small business owner, this situation has placed an extreme financial burden on me. I have to pay for both the damaged shipment and my client's local order. The company's slow response has severely impacted my business and financial stability. I request Georgia Carpet to refund me immediately, as I am not at fault. The truck driver delivered the goods damaged, and the sales rep confirmed the damage and promised a refund or replacement, neither of which has been fulfilled. I have attached the photos of the incident. I also have a video shows more clear about the incident but looks like this is not allowing me to upload videos here. The sales rep and claims have these photos and videos.

  

  Business response

  05/20/2024

  In response to the issue: while we do not have an order under the name listed in the complaint I am aware of the issue. We began dealing with the carrier immediately, i reached out to the consumer to see if they had pallets or if they were damaged in delivery and unusable so we could get new ones. I informed the consumer we would just need to have a freight carrier pick up the material and we would immediately issue a refund, however, the consumer does not want to return the material. The consumer claims the material is damaged in full, and the photos support that it did fall off of the lift gate on the truck. However, we do HAVE to get the material back in order to issue a refund. We have tried to send a carrier out to the location to pick up the material with a truck, and again the consumer can not provide materials to load. Unfortunately, we can not move forward until we can load the material onto a truck. If the consumer can please assist in getting the material ready for pick up we absolutely want to assist and return all funds paid. 

   

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am writing to address some inaccuracies in your response and to provide a clear account of the events from my perspective.
  Incident Date and Claim Filing:
  The incident occurred on May 10th, and I filed the claims immediately on the same day.
  Communication with *******:
  Following the claim filing, I made two phone calls to *******. During these calls, she assured me that the issue would be taken care of, either through a refund or replacement. At no point was I informed that I needed to retain the damaged goods.
  The damaged goods were placed on my client's driveway. Due to a major basement project involving multiple vehicles and contractors, it was impractical to leave the goods there. Based on *******’s assurances, I left the client's property, unable to proceed with the flooring installation due to the damage.
  Lack of Follow-Up from Claims or Georgia Carpets:
  From May 10th to May 13th, I did not receive any communication from Claims or Georgia Carpets.
  Email and Return Request:
  On May 13th, I contacted Claims again and finally received an email stating that I needed to return the damaged goods. However, no arrangements for pickup were made, and I received no further communication regarding sending a freight carrier.
  Client Situation and Damaged Goods:
  After the email on May 13th, I immediately informed my clients. I was told that a thunderstorm on May 11th had soaked and deformed the packages. Consequently, the construction team discarded the damaged goods as part of their routine cleanup, with the clients' approval.
  Impact on My Business:
  I did nothing wrong in this incident. I followed the instructions provided and trusted that the matter would be resolved as assured. Unfortunately, this incident resulted in significant losses for my small business, both financially and reputationally.
  My client, who was supposed to pay after the installation, has now sourced the materials locally due to the delay and damage, which I completely understand is not their fault.
  Lack of Response from Georgia Carpets:
  Throughout this process, Georgia Carpets has been unresponsive. Despite my numerous attempts to contact them, including over 10 calls last week and another call 20 minutes before writing this message, I have received no response.
  I am deeply disappointed by Georgia Carpets' handling of this situation. Their lack of communication and assistance has compounded the issues arising from the damaged goods and has left me in a difficult position with my client.
  I request immediate resolution and clear communication regarding the next steps to address this matter appropriately. 
  Sincerely,
  
  ***** *****

  

  Business response

  05/21/2024

  At no point ever was the material advised to be disposed of, it is in fact part of our sales policy (i have attached) but this is available on our website and agreed to at the time of purchase (linked below) the material must be kept for salvage pickup.

  May 10th was a Friday and may 13th was a Monday, so the claim began on a Friday on the 13th we began actively trying to get the product picked up, but the consumer wasn't able to complete a 

  pickup appointment. We can not refund something that is not returned, and that is not unreasonable. That is standard at almost every store in any industry. 

   

   **********************************************************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Buying wood floor and glue from ***** ******* in July 2023 - company shipping less wood footage and glue per order - was told to file a claim but the claim is not processed.. Sale person , ***** ******* denied all responsibility and push to claim department.. Claim department push back to sale person

  

  Business response

  08/02/2023

  Good afternoon, 

  we filed a claim  with the carrier after double check our security footage and seeing that the material did ship correctly off our docks. The carrier says no shortage was noted on their proof of delivery (we attached their response). They have the declined the claim 

  as all material (per our shipping policy and the carrier's policy) must be counted and inspected before signing the documents 'free and clear' and taking them into your possession. we regret the shipping protocol was not followed in this case and we do actively have a dock sweep in progress for the consumer so if there is missing material out there and it is lost on dock it will be located and sent free astray to the consumer. However, at this point they consumer has provided to evidence that the material is actually missing. They couldn't provide photos in the original wrapping, and though they originally said 15 boxes at some point it changed to 10, and we never heard anything further about the glue, although there was a later complaint about the molding they received. So, this has been a very difficult case to get clear details on. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a product I saw online, and the product was not the same. I purchased the product on 12/7, received it the same day from a delivery person. When it arrived, I immediately sent the sales person an email stating I didn't like and I was returning it. The carpet company stated they would take 25% off the price for returning (unopened boxes). In addition I have written documentation stating they would waive the freight costs given my delivery person was returning the product. I did receive a refund, after chasing it down, but they didnt itemize it. I asked them to itemize it, and learned they charged me a freight fee although I have in a written email from them they would waive it. They didnt waive it ($120). They already took 25% off a product that I didnt use and returned unopened. I am short the $99.13 for the product + $120 (freight cost). They are not providing me the freight waiver (my delivery driver brought it back to the location they asked us to send it). In her email, which I want the company to honor it says - 'the manufacturer knocked off the freight cost'... We delivered it back to where they asked us to deliver it.

  

  Business response

  02/01/2023

  I am sorry for the oversite, i have been out of the office on medical leave since 1-18-23 and am just seeing the complaint. 

  Ms *****'s order was returned, the standard restock fee is 25%, we do state on our return policy all freight is the consumer's responsibility. We did tell Ms ***** if she had a delivery person bring it to our dock we would would waive freight to us, however the manufacture does change a pickup fee to move the material back to their warehouse, which is the consumer's responsibility. In the beginning of December, when the claim was opened, we were trying to get the material back as soon as possible and the manufacture was willing to work with Ms ***** and waive or reduce some fees as they needed the stock, however, Ms ***** waited until the very end of December to actually get the material back to us and the incentives had expired. We did stress to her the importance of the time frame several times, but i think she may have had an issue with her delivery person having an open window to return them. Nonetheless, we did issue credit minus the restock fee, and freight back to the manufacture that was charged to us, which again is clearly stated in our sales policy. 

   

  Customer response

  02/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have an email from the company indicating they would waive the fee if I returned within 30 days. I did that, and they still charged me even though I have it in writing from them. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  02/02/2023

  again, in the beginning of December the manufacture was low on stock and desperate for material so they were willing to reduce fees to get the material back as soon as possible. Yes, the window was 30 days. The discount was not applicable for the whole 30 days. The fees charged were directly in align with our sales policy. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased over $10,000 worth of LVP from Georgia Carpet Industries on June 17, 2022 This order was for flooring and stair nose. I was informed the day of the order that the stair nose would take an extra week, I was told it would ship separately. The stair nose arrived in mid August, almost 2 months after it was promised. When we finally got our contractor out to install we saw immediately that the color did not match. I sent photos to my salesman and he forwarded the issue to claims. I was told that I would be responsible for shipping the flooring back as well as a 25% restocking fee. I was also told that I would be receiving new flooring that would match. I have not had any contact with them in over a week. They are ignoring my phone calls and emails. I really do not know what to do now. The total is around $500, I do not have any stair nose that matches and my flooring is incomplete with no solution in site. Please advise.

  

  Business response

  09/15/2022

  Good afternoon, 

  of course quality as well as communication is extremely important to us. The manufacture shipped the wrong trim color. We have communicated directly with the consumer, we were 

  aware of the situation and we have already placed an order for material. However, due to supply chain issues the material has not been in stock. 

  The material is on order and we are trying everything possible to get the correct material to the consumer as soon as possible. 

   

  Customer response

  09/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The company has offered to refund the cost of the molding, they did ask that close this claim, I have agreed to close the claim but if the refund is not processed by the end of business on 9/21/2022.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A 405.96 sqft order for Luxury Vinyl Plank of Royal Oak Flooring was purchased and paid for at a total charge of $1,186.35 (includes delivery charge). The condition and number of pieces were inspected. There were no damages and the number of pieces was accurate . After the installers completed the installation, we noticed that the product delivered and installed was wrong. We notified Georgia Carpet immediately and they agreed that they were at fault for delivering the wrong product and offered us $0.40 /sqft discount ( = $162.32 refund). Delivering the wrong product has impacted all the colors and style of items purchased for our renovation. We now have incompatible interior wall colors, ceiling fan colors, vanity and kitchen cabinet colors in the unit which will ultimately impact our ability to rent the unit at the market value. We are willing to accept a refund for 50% of the total cost of the order to remedy this issue. Please refer to the attached pictures for more information.

  

  Business response

  07/29/2022

  Mr *******, 

  We would first like to apologize for the issue you are having. We did offer a discount to offset the labor 

  on the mis ship for order number ********. We would GLADLY have taken the material back and 

  issued full credit, however the material is already cut and installed in your home. Printed on the invoice 

  which i have attached below it clearly states the product MUST BE INSPECTED prior to accepting form the carrier.

  Our sales policy states (linked below) states to inspect material again prior to cutting or installing. Because you have already installed

  and are using the material it greatly limits what we are able to do to assist. We will stand behind the offer to discount the material, 

  but we can not offer a full discount, as again the material is installed and being used but we do hope to find a solution that 

  will satisfy the claim. 

  
  

  SOURCE: https://www.georgiacarpet.com/pages/about-us/sales-policy-returns.html

  
  

  Thanks, 

  Jade

  Customer response

  08/01/2022

  
  Complaint: ********
  I am rejecting this response because:

  The compensation for the error is insufficient since our cost is significantly more.  I am requesting that the company compromise and give us a higher discount than the original $0.40 per sqft. refund.

  I propose a discount of $0.60 per sqft. Keep in mind that our offer is motivated by a commitment to continue to do business with the company and develop a better relationship.
  
  Sincerely,
  
  ** *****

  

  Business response

  08/08/2022

  We will approve the requested discount of $0.60 a sf 

  for a total credit of $243.57, this will be available to use 

  as an in-store credit. 

  Thanks,

  Jade

  Customer response

  08/08/2022

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Sincerely,
  ** *****

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased flooring product, about a 1/3 of the shipment had damaged or open boxes. Called the seller immediately, and was advised to put in a claim immediately. The claim has taken approximately 6 weeks and additional flooring is not available. Georgia Carpet has since claimed I should have refused the shipment, but I followed their advice. I am now in a position where it is unclear if I will have enough flooring if I include the damaged boxes. Have been told they think I now need a professional installer and they are unwilling to help me any further. They don't know when the shipping claim will be picked up, so it is unknown if I can go forward with any return. I am basically in a high risk position starting the installation of the flooring but won't have enough if I don't try to use the damaged flooring and I don't have any alternative. I would like either the full amount of the cost of flooring and shipping refunded or a full replacement of all my product with a color of my choice in an equal or better flooring product of the same type by the same manufacturer.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/01) */ The consumer (as posted in our shipping policy) always has the right to refuse damaged goods. Since we can not be there, that is a judgment call the recipient has to make. Damage was noted, We immediately began a claim and reordered material, the material is on backorder until 04/2022. We offered a refund upon pick up of salvage goods by the carrier. The carrier has the claim under investigation as the notes on the POD are contradictory. We've also offered to replace the items that had noted damage on the proof of delivery with an instock item to use in a different area of the home. Based on the photos sent in there is minimal damage, that can easily be installed around if the consumer uses a certified installer, but the consumer refuses as this is a "do it yourself project". The consumer can return the undamaged material but the manufacture charges 25% restock + freight this policy is printed on invoice and posted on our website. Adding to the issue, the consumer refuses to provide more detailed images to help facilitate the claim's progression. We are doing all we can to help the consumer, we've not experienced supply chain backorders with such long backorder dates until very recently but we've offered more then one resolution on the issue. We have documentation we can provide to support that we have communicated with the carrier for an ETA pickup of the damaged goods, so we can proceed with a refund. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales associate was asked directly what should be done when the shipment had arrived and had not yet been unloaded, refusing the shipment was NOT mentioned only a claim. While I understand the huge delay in availability of product is out of the control of this business it doesn't lessen the impact of the problem and it doesn't provide a solution. The offer of a refund has only come for the damaged boxes, which still leaves us unable to complete the flooring installation - again the damaged goods are 30% of the total, this is not a small amount. The install area is the main living space for the house, all areas are connected with only 1 small closet meaning two separate flooring colors or types will not work. The cost of an installer which has been looked into on our part is $2000. This is a huge cost for what has been planned as a do it ourselves project. This is not a reasonable request of the business unless they are willing to cover the cost of installation with the risk we still will be short because of damage in the shipment. Lastly even if some of the boxes are usable for edges we don't know how many of them will be needed and we don't have a firm date on the pick up for the claim so it's not possible to still recover from the claim and try to do the entire floor, nor do we know if there will be enough to complete the project. Business Response /* (4000, 9, 2021/12/02) */ The consumer's complaint does not match the actual facts, the notes on the proof of delivery say "20-30 boxes are open /3 boxes are damaged". This is why the carrier is in dispute over the claim and would like to evaluate the material for damage, as the consumer has refused to provide detailed photos showing more the 3 boxes of actual damage. It is our desire as a company to make sure the consumer is not ever short on material for freight damage, but we can not control supply chain issues. We have offered refund, we have offered the selection of another product to be used in a separate area of the home. Policy for all shipping issues, as well as returns is listed on the consumer's invoice copy as well as our website. Since the material is not available until April, and we have offered SEVERAL options to rectify the situation, and the consumer was unhappy with those; we are unable to proceed. Once the material is picked up for salvage, and the quantity is verified, a refund will be issued for the material that is actually damaged OR we can respectfully ask the consumer to complete only the portion of the installation that can be completed with the quantity they have (or delay the project) and replace in full as soon as the material arrives to port. Business Response /* (4000, 11, 2021/12/02) */ ***Document Attached*** uploading emails with the carrier. also uploaded proof of delivery showing 20-30boxes are OPEN not damaged. Business Response /* (4000, 15, 2021/12/08) */ The consumer's photos do NOT indicate 20-30 boxes are damaged. The photos are also far away, the consumer has declined to send us detailed photos. Furthermore, we clearly state our shipping policy and return policy on the invoice copy (emailed to the consumer prior to shipment) and on our website. The consumer did indicate this was going in two separate areas, which is why we had offered to replace with an in-stock product that was a different color or style. We can not avoid the restock fees on the undamaged material as is is the policy of the manufacture also, we did request restock be waived but that was declined buy the manufacture. We do desire to rectify the situation, however, since the material is on backorder, and the consumer does not want to replace damaged goods with another product; our only option is to allow the carrier to asses what is actually damaged, pick the damaged material up and refund what is retained for salvage. There is still the issue of the notes on the proof of delivery that indicate only 3-4 boxes are actually damaged (not 30% as claimed with the BBB). If the consumer decides to replace the damaged area with another style/color we are happy to fulfil that right away. We have no control over mill restock fees (policy was provided prior to shipment), or supply chain issues and have offered every possible option. The consumer has chosen to do this as a 'do it yourself project' but we do feel confident that hiring a certified flooring installer would remedy the issues of damage, we can provide one final option for resolution: we are willing to refund the freight charged ($669) and the consumer can apply that credit toward hiring an installer, as opposed to waiting on the backorder date or selecting a new product. Consumer Response /* (3000, 19, 2021/12/10) */ ***Document Attached*** Here are the pictures. Business Response /* (4000, 21, 2021/12/13) */ please email the detailed photos as requested to the same email you were using previously to correspond with us ...************************* Consumer Response /* (2000, 23, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Per the email received from their claims department duplicated below, we have agreed to try to move forward with our installation with the help of the shipping refund being offered, knowing we may not be able to complete the separate room. EMAIL: These photos, while they show no up close damage would support the claim of 3-4 boxes.... not 20. We would like photos that actually show damage, not just open cases but we can work with these images, at least they are closer-up images :) We will stand behind our offer to amend the claim and remove shipping, credit shipping back to you to assist in covering the costs of a professional installer. We can leave the claim as is, proceed with salvage pick up and let them assess in person what is damaged and being picked up, and credit or replace what is picked up for salvage. Again, we have no control over supply chain/port issues and can not avoid that the material is on backorder. As you indicated in both previous emails and the BBB complaint this is not being installed in one large area, and we could ship a different style and color to facilitate the replacement, again after salvage pick up stermines what IS actually compromised. We have also requested the carrier send an inspector to view the material, but we've not heard from them as of now on if they will cover this. Thanks, Georgia Carpet Claims Team NOTE:eMails received after 3 pm will be answered the following business day. When replying, please include the above (or most recent correspondence) with your email.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩