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ComplaintsforClemens Carpet
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased this carpet on 03-16-2019. I was told that it would not stain or Matt it was Guaranteed if it would hold a stain or mat they would replace the carpet. Well due to covid they were closed for a while. I have called and called and no response I then talked to a sell man and he told me to email pictures. I email him no response. So I reached out to the ************ company and have gotten no where. I am at my wits end. I just want my carpet replaced like they told me if someone goes wrong. Thanks Toni ******Business response
09/30/2021
Business Response /* (1000, 5, 2021/09/13) */ The carpet sold was advertised as stain resistant and would resist matting the crushing,however carpet is not self cleaning and does require regular vacuuming and professional cleaning to help maintain its appearance. At no time has anyone ever said a carpet is stain proof or matt and crush proof, this was simply never said. It was explained to this customer that professional cleaning,steam clean with hot water extraction, was necessary to stay within manufacturer warranty and keep carpet appearance. This can vary from house to house depending on traffic levels. We have not received an email from Toni, and we cannot send the manufacturer information without Toni at least trying to provide some evidence. Also, we have only received 1 phone call regarding this matter. It would be easier if customer would dialog with us so we can help solve the problem.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.