The initial sales presentation was exactly what you would expect from a reputable carpet/floor company. It was the experience after wards that was a customers worst nightmare. I ordered a unique carpet color and with an upgraded pad and was informed it would all be ready for install in approximately four weeks. When the expected arrival time for my carpet had come and gone I had not heard anything from the sales person. When I called to inquire I was informed that due the rarity of the color I had selected it would take an two weeks to arrive. Two week came and gone with still no follow up from the store and/or salesperson. When I initiated a call for the second time I was informed that all the recent rain in the area had flooded their warehouse in the back of the store and ruined my carpet. I was informed that it would take an two weeks to replenish the lost and would be contacted when it arrived. Once again no call back, upon my call I was informed that due to the rarity of the color I had ordered it was not produced regularly by the manufacturer and it would take a little longer. When I asked for a guesstimated arrival time I was told "that I would be called when it arrived." Not accepting the "standard" answer this time I asked to speak to the store owner. The owner guaranteed that the carpet I ordered would arrive on a specific date. When that date arrived I once again (for the fourth time) called the store and asked where my carpet was? The salesperson refused to answer my question and informed me that I would have to wait for the owner to return to talk to him. Upon the owners return he me called back and stated the carpet had not yet arrived but he was expecting the very next morning. So, I established an appointment to install the carpet. Now, the owner did opt to pay for the movement of the furniture within my house to lay down the carpet. We were informed that all drawers had to be cleared and loose items gathered. After we completed this all that was left was the furniture shell in three bedrooms. After the carpet was laid it didn't emulate what I recalled seeing at the store when I originally ordered it. I had obtained the sample of the pad and took it to a couple of competitors and they informed me that it was not the upgraded pad I had ordered but actually a base pad that's installed in most new construction. I called the owner once again and he established an appointment to come out and discuss my complaint. He informed be that it was the upgraded pad but it felt different because it was a different manufacturer. I once again decided to take to a couple more competitors and obtain there professional opinion. Every competitor informed me that the sample I had in hand was an entry lever and not the upgraded pad I had requested. Multiple times the owner and I communicated pertaining to the pad and every time he told me that it due to a different manufacturer. I finally obtained a sample of the pad I had originally requested from the original salesman and compared them in front of the owner who finally admitted that the pad I had ordered was not installed because it did not arrive the morning of the installation so they installed what they had in stock. After much more deliberation and numerous trips and calls they are coming back tomorrow to pull up the carpet initially installed and replace the pad with the pad I had originally ordered. I don't know if this was a rare customer service situation but it should have never escalated to the level it did. This is a business that I would never advise any body to use. If the salesman can't support what he states and the owner can't confess to a mistake how can you have customer service? We're all human and make mistakes but the worse thing that a company could do is lie to their customers.
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