PART 1...We purchased a new home and had move in date of April 12th, 2017 but were lucky to have the home a week prior to that so I arranged a carpet install for April 1oth so that when we moved in our kids rooms would be all ready to go. Received a call on the morning of April 10th informing me that the carpet was badly damaged upon inspection (because they don't CUT it until the day of install to keep it protected) and that I wouldn't get carpet until the 13th thus leaving my children with no where to sleep. Store manager assured me he would "take care of us" and make this right. My question is, where in the quality process did this fail? How does it take to the morning of an install to find out the carpet was damaged? Is there not a QA/QC function at the manufacturing level to avoid this very problem? Regardless, the manager did NOTHING to "take care of us"
Part II...... During the process of procuring the carpet I was told if we buy more we'll get a better deal so I decided I might do the whole basement instead of the kids rooms but wanted to split it up to spread the large up front costs over 2 payments with about a year in between. The high pressure sales tactics used told me that I had to put a deposit down on the remainder to secure the "dye lot" so that all the carpet would look the same. I let the saleman know very specifically and honestly that we were NOT going to be installing the remainder until the FOLLOWING spring and he said "no problem, you can install it whenever you want and since you put the deposit down you just pay the rest when you're ready for install..." No where in my contract did it specify when I would be installing it nor when I would be charged for it.
Part III.... After installing the 2 rooms (3 days late) we decided that the basement looked ok and maybe we didn't need to do it. I contacted the store and asked my options and asked if we could use that money for something else if we did not want to proceed. Now, all of a sudden, the carpet was cut to my home specifications? Even though the first install carpet wasn't cut until the day of my install? Two very conflicting stories which I find to be very underhanded and deceitful. The same manager who promised to "take care" of me said he will try to sell some or all of it for about a month and we AGREED that he would contact me again and see where we stand. (When I purchased the carpet I was told "we sell massive quantities of this and it's one of our best sellers) Less than a month went by and low and behold?? My credit card was charged the balance (which I DID NOT authorize) for a product that I don't have. All I asked for was a fair solution and was even willing to eat the deposit I put down but all the store cared about was getting my money very fast and charging my credit card without prior authorization. I have no desire to speak to that dishonest store manager and hope someone corporately takes the time to discuss this with me directly.
- Company Response
I believe you might have posted this review on the wrong company profile. All of Alexanian Carpet and Flooring retail locations are in Ontario only. We do not install flooring in Red Deer, Alberta. If your review does actually represent our company, would you kindly email me some further specifics (i.e. which store location in Ontario you dealt with). Otherwise, if your review was incorrectly posted on our company profile we would be very grateful if you would remove it. Thank you, Wendy Alexanian
(email: [email protected])