ComplaintsforCarpet Mill Outlet Stores

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/6/2023- installer did not add an extra 10% of carpet for stairway and left the area filled with carpet fiber.12/-/2021- installer took extra carpet we PAID for. When contacting today after install to ask for some spare carpet in case future replacements are needed. ***** berated, insulted, and refused to help us -all for a piece of spare carpet. He only offered to SELL us a piece of at least 12 foot carpet - way more than a spare amount we needed. When we mentioned we did not receive any from the first install he called us liars stating Im not going to cut a piece of carpet for you what we did to deserve this level of treatment I have no clue. We were excited to finally get some new carpet in our home and definitely destroyed that experience for us.

  Business response

  10/13/2023

  Mr. and ****************

   

  I first want to apologize that this was not responded to.  Some how we missed the notification.

   

  I looked into the complaint and it looks as if we had the correct amount of carpet to do the steps.  We do not usually figure "extra" to be left over even though depending on the job they may be some.  But being just a staircase there would probably not be much left except some small scraps.  Which I am sure the installer did take with him to dispose of.

   

  In a gesture of apology for not getting back sooner, and discussing the situation, I would be willing to provide you with a piece of the same carpet.  I would get a 12 foot x 3 foot piece of carpet in the Superstar Steel Summit.  Which I believe is what you had asked for.

  If this is acceptable please let me know so I can handle it.

   

  *******************

  General Manager

  Carpet Mill Outlet Stores 

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 19, 2022, installers showed up with molding the wrong color and we told them at that time it is unacceptable to have wrong color molding. It does not match at all. They said they would order the correct color and come back to install it. About two months later they came back and showed us a piece that is the correct color. After they installed we inspected it and realized besides the one piece they showed us the rest of the molding was the wrong color. Called the installer right away and he said it is what **** ordered. I said well tell **** to call us. **** never called. They should be ashamed of themselves for trying to pass off the wrong colors because too lazy or cheap to order the correct color.

  Business response

  10/13/2023

  ****************

  My name is *******************, General Manger, Carpet Mill Outlet Stores.

   

  First off I want to apologize for the delayed response.  For some reason I never received the notification of your continued concerns.

   

  I would like to let you know I am quite aware of the trim concerns, since **** did have me involved.  Unfortunately, *************** not have conveyed the message correctly with the trim.  The floor you choose has a good degree of variance in colors.  Which is not uncommon, for people wanting a manufactured floor to look more realistic.  The trim that was ordered was from the manufacturer and is colored to coordinate.  They will not always match exactly, just like a natural wood floor.  When you mentioned your dissatisfaction with the first trims, we reorder new ones.  We ordered the ones specified by the manufacturer to go with your floors.  We ordered, and paid for the new trims along with paying the installer to go back out to put these on.  So we definitely did not try to be cheap or lazy.  We provided at our expense the trim pieces that were to coordinate with you floor.

   

  I do want to apologize that the color variation was intentional by the manufacturer to make the floor look more realistic. 

   

  Please let me know what more we could do to resolve this issue.

   

  Thank You

  *******************

  General Manager

  Carpet Mill Outlet Stores

*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. ↩