A Roman numeral was left off a carpet order form. I was told, when I inquired, this did not matter. In actuality, it caused a huge error. Twice,I received an inferior carpet 10 pounds lighter, with a cheaper hard backing and wrong color. I caught it the 2nd time around. A simple enough mistake, perhaps, but Carpet Mill denies the extent of this error, and will not replace the bad carpet with the correct one unless we pay $1600.00 more. Their defensive and unreasonable posture seems indicative of bail and switch business practices at this store.
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.
I attempted to call a radio consumer advocate show, 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 the District manager, messages to try to resolve, but he does not return my calls. Only after contacting the V.P., was there a meeting between the sales persons involved and my husband and I. Only to receove and insulting "resolution option" in the mail demanding $1600.00 more to bring and install the correct carpet. It appears that Carpet Mill Outlet, with their large expensive ads in every Sunday paper has some serious problems. I think resolution on this with no further cost to us is called for, as we were quoted a price on a sample we ordered from and what we ordered was then switched out for a cheaper unacceptable carpet. I don't want this type of seeming 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. To date, even the most trusted consumer advocate on radio has not helped much. It looks as tho he is protecting this company. Is there anyone else, not associated with Carpet Mill Outlet willing to help us see the right thing is done? This is a horrible example of the big Corporate fish who can get away with anything they want because they have money and don't care. I am looking for someone who cares about the little guy and justice.
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