Worst carpet & service. Carpet was flawed, service extremely poor. Run , don't walk away. Go to any other carpet company or you may have to go through all of the above.
- Approximate cost of services:
- $2,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi D.Marr,
I would like to thank you for taking the time to post your review on homestars.com We take service very seriously appreciate your feedback.
I understand you had some problems with the carpeting you had chosen, but I wanted to outline the measures that we had taken to address your concerns. I have included a time line of the events as they were presented to me by the store manager.
On July 26, 2014 you placed an order with one of our sales associates in the Kitchener location.
The carpet was back-ordered and arrived in August 2014 and was booked to be installed
on August 19, 2014. At the end of Tuesday August 19, our installers called and
informed the Manager that there were a couple of minor flaws at the end of the
roll in the living room and dining room by the walls. We informed you
that the installers would finish the job and put all the furniture back so you would be
comfortable and that the store manager would inspect the job on Thursday August 21.On Wednesday August 20th you sent the following email to our head office upset about the situation, yet the store manager had already indicated that he would come out on Thursday Aug 21.
On August 21st the store manager came inspected the carpet and confirmed that it would have to be replaced due to the flaw. We ordered the new piece and on September 10, 2014, we installed the new carpet. Everything went smoothly.
In the beginning of February 2015 we received a call from you informing us that some seams in the hallway needed to be trimmed and that the hallway was showing signs of wear. The store manager arranged a visit to view the problem and also arranged for an installer to repair the seams on February 17.
The product that you selected is a plush carpet, and as such, shows traffic patterns. We did send pictures to the manufacturer and on March 24th they also agreed that the new carpet was performing correctly and that the issue was that of normal shading and not wear.
While I am sorry that the carpet you selected is not to your liking, I think every attempt has been made to address your concerns along the way in a timely and professional manner. I feel that your statements in this review to be overly harsh. However, if you feel you have chosen the incorrect flooring for your home, We can certainly address this and the store manager would welcome a phone call.
Best regards, Allan Alexanian