ComplaintsforCarpet One Floor & Home - Mentor

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We picked out tile for bathroom remodel had are contractor who does many bathrooms call Carpet One with measurement. We ordered tile, were called when tile was in and contractor picked up order. Floor tile was 25 square feet and they order way to much and won’t take it back. Keep saying they are working on it and have not heard from Carpet One managet

  

  Business response

  02/14/2024

  Hello,

  As you can see from the attachment we have on all our invoices that we do not do returns. As a courtesy, I told ******* (the sales person) to try to call the companies we purchased the material from and see if they would let us return material. I know that one company said they would with a 30% re-stock fee + the freight. But i'm not sure if she heard back from the rep of the other company. The important part here is that the customers installer measured and should have told the customer what to order.  We purposely don't measure jobs we don't install because It's no win situation. As I explain to everyone, there are 2 different installers out there... installer A) cuts a tile and throws away the scrap. Installer B.) cuts a tile and saves every scrap piece and will put the scrap pieces together like a puzzle. See how installer A and B would need a different amount of material to do the same area.  How are we to know which installer a customer is using. See how we're in a lose/ lose situation. I have no problem "helping" customers figure out quantities but in the end i've never stepped foot in their home. I didn't measure and I don't know who's installing and what % they use for waste. So I know it looks like we're being difficult but were really not. It's just that no matter what we figure were wrong and with freight being as high as it is these days companies don't let us return material like they used to. If i can help Mrs.Molnar we will.

   

   ******* is on vacation this week and will be back Monday. If The ******** still want to return the one tile that ******* got the approval on, she can call them and get that started. As far as the other one, if the company won't allow us to return the material, then we will also not be approving the return. Again ******* and **** ****** can discuss next week.

  Thank you,

  ****** *****

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I canceled an order placed with business and I was told the cancellation will be honored. Then I received a call from the business stating the cancellation will not be honored

  

  Business response

  06/09/2023

  Mr ****** placed his order on June 2nd. At which that time we placed the order. He then stopped in the store on Saturday asked the salesman that were working some questions about his order but at no time asked to cancel his order. Then on June 5th called Carpet One and told his original sales person that he would like to cancel his order. At that time she said she wasn't sure if we could but that she would look into it. She then called the manufacturer who stated that the carpet had already been cut and loaded. She then called Mr ****** back and tried to tell him that we wouldn't be able to cancel his order at which that time the phone got disconnected so she called him back and so she called him again to let him know but again the phone got disconnected. 

  The resolution that I can do at this point is for us to keep the carpet and charge a 25% re-stock fee. 

  358.80 - (25%) 89.70= 269.10

  tax= 19.50

  Total Credit $288.60

  At the end the customer will have to pay for the freight and the re-stock fee. 

  In today's day in age companies try to get products out asap. Carpet mills work on Saturdays trying to get products out to consumers as fast as possible. In most cases this is a good thing and in some cases like this one its not. I would also be willing to discount his invoice to $430.00 if he wants to keep the carpet but honestly that's the best i can do.

  ****** *****

*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. ↩