On August, 2016 we ordered what we thought would be the ultimate carpet for a small bedroom, and we chose a wool carpet.
After 6 weeks of airing out the room 10 hours a day with 2 fans, the room still smelled like a sheep barn. A manufacturer representative came by and stated that there was no smell in the room, and if we smelled anything it must come from the room it self. Since the bedroom was inhabitable due to the odor, I insisted that the carpet be removed and to be analyzed by the distributor. The contracted worker who removed the carpet agreed that there was an odor in the bedroom. A few days later we were told that the carpet was fine and without odor and no compensation would be forthcoming.
I then contacted Brad Johnson, the owner of the End of the Roll, who came by to have a look at the room and agreed that there was no odor in the room with the carpet having been removed.
Mr. Johnson went to bat for us with the wool carpet distributor, but to no avail.
Our issue was with the wool carpet manufacturer, so I was pleasantly surprised when Mr. Johnson told me that he was not going to leave it at that and that he would install flooring of our choice and cover the cost of the original carpet installation. The End of the Roll was under no obligation whatsoever to make matters right, but they did.
This is the epitome of excellent customer service.
It goes without saying, my future carpet needs will be served by The End of the Roll, and it most certainly will not be wool carpet from that distributor / manufacturer.