I was delivered a carpet approximately 10 pounds lighter, with a cheaper hard backing and wrong color and it appears no one at Carpet Mill cares or is even willing to look at the mistake.. Sad, since they are on the Tom Martino referral list.
Here is my story:
I was shown a sample of a carpet called Fresh Perspectives II - Grey Fog. I felt it's weight and soft backing and ordered it. On the order, I noticed the sales person left off the Roman Numeral II and, trusting in his expertise, asked him if we shouldn't put the Roman Numeral on the order form. He indicated to me that made no difference.
When the carpet came 8/06/07, as soon as it was unrolled and cut, I knew something was wrong. It said Fresh Perspectives 1 - Grey Fog on the label. I saw that it was very inferior to what I had paid for, and contacted the store. Someone came to my house in 1 hr. and agreed the weight and color was wrong and then asked for a sample of the carpet installed in the family room 2 months ago. We went back to the the store and discovered/agreed the same exact thing had happened then also. The sample I had ordered from, which was kept in the store, was much better than the remnant of what was installed in my family room as well. Apparen'tly, I had been baited and switched twice.
The sales person who came to my house and to the store with me for this, said it was too late and I would just "have to enjoy" the carpet being installed and he would put in a Mill Claim. I was not looking forward to tearing the house apart a second time, but at least I would eventually get the right carpet, I thought.
The next day, I got a call from the store sales person and he told me the District Manager said "Samples are for color only." I pointed out the logic of this is not sound and the person relaying this message agreed. Two days later, I got another phone call, this time with the District Manager offering me area rugs to cover the inferior carpet! I said no. I only wanted what I ordered and paid for.
One week later, 8/17/07, the manager, Tim of the Havana warehouse, called me and kept repeating "Samples are for color only." He indicated I should have known to put the Roman Numeral II on the order. I had no idea. I was depending on the salesperson for this expertise. I told the Manager I had to go because I was at work, hoping we could come to a resolution later.
The next day 8/18/07, only 12 days after install, I received a Collection Letter from Carpet Mill threatening attorneys fees, collections and percentages if I don't pay the balance. I called VISA and they advised me to avoid collections by paying and put a claim on the purchase. I did this.
This week, I attempted to call Tom Martino from the Trouble Shooter show on radio, got through, but was told I had to talk to Corporate at Carpet Mill and they would forward my complaint. I feel this is going nowhere and that no one cares. I left Tim, the manager, a message to try to resolve, but he does not return my calls. I feel I have no where to turn. It appears that Carpet Mill Outlet, with their large expensive ads in every Sunday paper has some serious problems. I need resolution on this and I don't want this type of Bait and Switch to happen to anyone else.
I have procured a letter from another reputable carpet dealer who is angry at this type of bad business. His letter effectively compares the two carpet differences and states that this is disgrace to the industry. I have talked to 2 dealers who have verified that I did indeed pay for the nicer of the two carpets, which I did not get. I have the actual carpets to compare, and excellent photos. It is unbelievable to me that Carpet Mill Outlet has not bent over backwards to relieve me of this problem. One dealer I spoke to, (I have names and contact numbers) informed me that on one occasion, his company pulled a carpet out and replaced it just because the old woman didn't like the first one! Now that is customer service.
At this point, I am just looking for someone who gives a damn and can help me get Carpet Mill Outlet to do the right thing. Any takers?
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