ComplaintsforAlfreds Carpet & Decor Inc

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved to a new home in November 2021. The wrong carpet was initially ordered by Alfreds. This set us back over a month. When the new carpet came it was the correct color but the incorrect pile. We specifically told the representative we needed low pile as I am disabled. She didnt tell us that the color we chose only came in high pile. Apparently she didnt pay attention to the carpet height when ordering. In addition, our new vacuums will not work on the carpet as they cant handle the high pile as they are not adjustable. We had to wait an additional week for our hardwood flooring to be laid because a worker walked away from the job. The moving company had to make additional trips because of either scheduling or order confusion by Alfreds. We had to wait several months for some of the hardwood flooring finish pieces because the wrong pieces were ordered incorrectly. At least that is what we were told by one of their representatives when we called. A worker had to come back to fill in gaps by a door. Alfreds made several unnecessary ordering mistakes. The work in general was not good The end result for the carpet is still wrong.

  Business response

  04/12/2022

  *****************************,

  Please see our response to a complaint filed by one of our clients under ID ********.

   

  The client specified and ordered carpet and hardwood. When the carpet arrived and the installation began, the client halted installation and informed us the carpet was the incorrect color. The manager of our company immediately visited the jobsite with the carpet sample the client selected and compared the sample to the delivered carpet. The color match was nearly identical. The client was informed that as a textile product, subtle shade differences in color are allowed by the manufacturer and the color match presented between the sample and carpet was well within industry standards. The client then informed us she would have never chosen the color of carpet that was selected as it was too grey and she wanted a beige carpet. She then informed us we must have ordered the wrong material. We offered to order a new carpet selection at no charge to the client in a show of good faith support of our client. 

   

  She accepted the offer to reorder and was invited to our showroom to select a new carpet. The style of carpet she selected is only available in one ounce weight and **** height. She verified the new color and style she selected and the replacement order was placed. During the wait for the new carpet to arrive, our installer arrived to install the scheduled hardwood. She was asked to confirm the color and selection of the hardwood was correct before we began the installation. She refused to do so and told our installer that she would never recommend our company to another person and she had never had such poor service. Our company manager promptly returned to the jobsite and discussed her dissatisfaction and offered to install the wood himself to make certain the job was done to her approval. She accepted the offer and a new schedule for the hardwood was set the following week. 

   

  The hardwood installation was performed without complaint from the client. She was asked multiple times during the installation if the wood and its installation met her expectations. She replied that the wood was fine. The stair nosing and t-mold transitions for the hardwood were back-ordered due to covid-related manufacturing delays. The client was informed as soon as they arrived, we would return to install these two final pieces.

   

  During the wait for the wood trim pieces to arrive, the replacement carpet arrived and was installed. At no time during the installation did the client notify us the carpet was not to her satisfaction. When our company went back to install the stair nose and t-mold, our installer was treated rudely and our company was once again accused of poor performance. Our company was then notified the replacement carpet was not to her liking, nearly 3 weeks after its installation. She informed our manager that the carpet was too thick and she could not use her vacuum. The manager requested to see her vacuum and at that time it was determined to be a Dyson model without an adjustable height setting for different carpet **** heights. The manager informed her the vacuum was unfortunately not suited to her new style of carpet. The client then informed the manager the carpet must have been ordered incorrectly again and that she would have never selected a carpet that had such a high **** height. She claimed the carpet must be available in different heights and we ordered the wrong one again. The client then proceeded to claim the sliding pocket door to her laundry room was rubbing on the newly installed wood t-mold and that it was making the door harder to open. She claimed our installer must have installed it incorrectly. The manager proceeded to investigate this claim and promptly showed the client the pocket door in fact had 3/8 of an inch clearance above the t-mold and was not making contact with the t-mold at all. The client then claimed the installer must have done something to the pocket door because now she was certain it operated differently than before. The manager checked with the installer, and then verified on site that in fact the pocket door was not modified in any way during the installation of the t-mold.

   

  The manager offered to investigate her second carpet order and returned to the office to do so. It was determined at that time the new carpet selection was correct, the sample board which demonstrates her carpet selection only has one sample weight and **** height on the display board, and the carpet is in fact only available in one weight. The manager promptly called the client to discuss his verification that the second carpet she selected was ordered correctly. She then informed our company that she guessed she would have to purchase a new vacuum, but she was certain that our company incorrectly ordered her material. 

   

  At no time during our conversations did the client identify a disability that would affect her flooring choices. Throughout the project, the client made repeated claims that our company was terrible, insulted our staff on multiple occasions, and made false statements in our showroom accusing our staff of lying and making errors in her orders. No order errors were made in any place throughout the project, and every effort was made to try to ensure the client's satisfaction. A replacement carpet was provided to the client which our company paid for and at no charge to the client despite verification the original carpet matched her selected sample. 

   

  There was no request from the client for an adjustment in her **** due to her dissatisfaction. Instead, our company was notified by mail of the client's complaints to the Better Business Bureau. On the same day our company received the BBB complaint notice in the mail, the client visited our showroom and paid the remaining balance owed on her project in full. 

   

  In light of the repeated false claims and accusations and the repeated attempts to meet the client's expectations, our company does not feel a billing adjustment is warranted in this matter. Our company views the client's final payment of her outstanding balance for the project as acceptance of the project's completion. We feel no further action is required or merited in this case.

   

  If the Better Business Bureau has any further questions regarding this matter, please contact me directly at your convenience.

   

  Thank you,

   

  --

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

  General Manager

  Customer response

  04/12/2022

   
  Complaint: 16960868
  
  I am rejecting this response because:
  Ashley, our salesperson, apologized to us for ordering the wrong carpet the first time. She said she was very sorry and took responsibility. We appreciated that. She told us that the second carpet came in various heights. It was inparative that we have low pile. We will need to have that carpet replaced as one of us is disabled and has already fallen. We did not have a hardwood sample to look at when the installer arrived so we could make sure it was correct. We asked him to return to the store to get one and it made him mad. We did say it was not good customer service to not go back and get the sample. None of the aforementioned was our fault. The pocket door still does not slide correctly but that can be fixed. We are asking for a 5% billing adjustment/refund which we feel is fair and a small compensation for all of the problems. New carpet is costing us quite a lot of money that we have already paid. 
  Sincerely,
  
  ***********************

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