ComplaintsforPierce Flooring & Design

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************** Order Number: MS036048/ ********************** Receipt Number *****, 11/17/21, $13,136.50/ ********************** Receipt Number *****, 2/23/22, $13,136.50. I started working with ***************** at ********************** Flooring ******** in the Fall of 2021. I told him we needed new carpeting to replace ours that had changed color and was "blotchy" due to faulty sheering. He was told that the new carpet was going in hallways, stairs and bedrooms. The store sample was only about 2" by 4". I was required to buy a larger sample, which I did. The color blended well with our tile and I was assured that our selection was one of their best carpets.The carpet was installed in February 2022 and the color was slightly off from the sample. It immediately started displaying after-installation properties not apparent in the sample - permanent vacuum tracks, permanent foot traffic shading, poor seaming, and permanent indentations. Our 10-pound cats leave permanent paw prints.I emailed ***************** with pictures of the flaws. I asked that he or the management come to observe the flaws. After two weeks I received no confirmation. I emailed again and they did send a technician to check the seams only. He said they couldn't be fixed. The other flaws were ignored.After about a month, I emailed Jake ********************** at the main office in ******** with our complaints and pictures. To date, we have heard nothing from the ******** store nor the main office.Their website does boost four guarantees. Numbers 2. and 3. have been ignored in our transaction. 2. Resolution Here at ********************** Flooring, our talented team will work with you to resolve any concerns you may have. We always strive to do what is right and fair.3. Satisfaction Owner *** ********************** expects everyone at ********************** to treat every customer in a manner that they will do business with us for the rest of their lives."No one with the authority to resolve the problem has ever come to look at the carpet. We are now working on a replacement with another store.

  Business response

  07/22/2022

    *******************************************, I have completed an initial inquiry into this matter. I understand that although our response time was not to our standard, in part due to this time frame being a transition from our former managers retirement and our new manager getting his footing, i sincerely apologize for the delay and breakdowns in communication. I do understand that our service tech did inspect this carpet and the installation, and his findings were that the installation was preformed in a very professional manner and noted the seaming of this carpet was done very well. That being said, seams are generally not invisible, and just because they are not invisible, does not alone indicate poor workmanship or defect.

               I also reviewed the construction of this specific carpet, and found this styling to be a very heavy and luxurious carpet of a solid color and thick pile height. This styling of carpet will show foot prints and vacuum marks, none of which are permanent, but will occur ongoing throughout the life of the carpet, this characteristic is found in many carpets and is not considered a defect. 

              Our records also indicate that prior to this purchase being finalized, a larger piece of this carpet was ordered as a sample, I show a 12' x 2' piece was ordered. I can only assume the purpose of this was to check and confirm the color, quality and characteristics of the carpet prior to ordering the larger room size quantities, this initial section of material would have shown the same foot prints and vacuum marks as the final material. 

            In conclusion we have found no actual defect in material or workmanship with regards to this flooring purchase. Pierce Flooring strives for customer satisfaction, even in circumstances where no clear defect is found, and should you choose to talk with us about replacement of your carpet we could offer some concessions or discounts to lessen the burden of replacement, if that is your intention. Please contact ************************* our ******** store manager to discuss options if you choose. 

                                                                                               Sincerely, ************************* COO

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