ComplaintsforMercer Carpet One Inc.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mercer Carpet placed carpet in my home approximately on 4/27/2022. I instructed Katlin, the salesperson to only carpet the upstairs floating steps. However, when the workers were removing the carpet on the steps, they also removed the carpet on the bottom steps. I mentioned to the workers that the carpet on the downstairs steps were NOT to be removed. But, the damage was already done and the carpet was being removed. I called Katlin and informed her about the error and she said that she would issue a refund of $400.00 for the error, Several days later, she then said that she would issue a store credit if I bought carpet for the hallway for $1400. I said that this was not acceptable. And, we, according to her we are at an impasse. She refuses to refund the $400.00 for the mistake that she made on the contract and the workers made by removing the carpet on the downstairs steps. She mistakenly wrote floating steps on the contract instead of writing ONLY upstairs steps. In my opinion she made an error and, as a result, the company owes me a refund of $400.00 Thank you for your help.

  Business response

  07/07/2022

  Business Response /* (1000, 10, 2022/06/23) */ At the time of the measure and estimate, Ms. ***** alerted Katlin to her wish for us not to replace the carpet on the metal trim below the metal railing and the carpet in the hallway that attaches to the landing. There was no mention of the lower portion of the stairwell. The carpet was not installed on the metal trim nor in the hallway as she requested. Katlin does not have the authority to offer refunds and hasn't in her 14 years of employment at Mercer Floor & Home. Consumer Response /* (3000, 12, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Katlin did not mention the metal strips. That is the first I hear of this. She failed to mention to only re carpet the upstairs steps. Actually "steps is blank on the contract. Would you line a copy of the contract? Business Response /* (4000, 17, 2022/06/30) */ Ms. ***** misunderstood our meaning. The metal trim we referred to is not attached to the steps but underneath the railing at the edge of her living room and landing. Katlin is not the owner of Mercer Floor & Home. The client's desire to not recarpet the lower part of her stairwell was not communicated to Katlin at the time of order placement, unlike the desire not to have us recarpet those metal strips and the hallway. Consumer Response /* (4200, 19, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The installer is the problem and Katlin. whom I told to not recarpet the downstairs steps. This will never be resolved and I will never agree to a solution which the company is not agreeing to but owe me $400.00. So, what to do now? There are NO metal strips on the steps downstairs. Katlin did NOT indicate to not carpet the steps on the contract. She left it blank. I can wait as long as she wants to mention metal strips that do not exist. R *****

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