**'s Flooring ordered a runner for our stairs after they measured our old runner and knew the new one was too small. A full refund was not offered.
In April/May 2014 we selected a runner ******** ****** XXXXX) and 3 throw rugs of various sizes (all the same pattern) for nearby hall ways.
A representative from Ed's Flooring came out to our house and measured the existing runner on our stairs. We never took any measurements. After the measurements were made by Ed's, we paid *** ****** at Ed's $1,426.90 to order the carpet on 5/17/14. Payment was a combination of cash and check. Order number CGXXXXXX.
On 6/19/14 the carpet was to be installed. However the installer indicated that the new runner was 0.5 to 0.75 inches too small in width. If he installed the new runner, there would be a visible line along both edges where the underlying wood had never been exposed to UV or weathering would show; plus nail holes may show from the staples. He said that new runners should always be wider than the old runners that they are replacing.
We subsequently went back to Ed's to see what options they had for us given our situation. The next largest runner in the same pattern was too large (it would cover too much of the wood stairs). We therefore found another runner design that would fit (second choice), however, Ed's said it would cost us an additional $900. Alternatively, Ed's would refund our money minus a ~$300 restocking fee. If it was our fault that we measured incorrectly, we would understand paying the restocking fee, however, we did not make the incorrect measurement nor order the runner knowing it would not fit.
We then went to another carpet place and found an equal comparable runner and three throw rugs for $1,361. Then we went back to Ed's to try to get our money back so we could buy the runner elsewhere.
It took over a week to get in touch with Ed (the owner). Ed gave us three options: 1) Ed would see if he could personally make the original runner fit by sanding/staining the gap exposed by the short runner, 2) Ed would give us the second choice carpet for an additional $200 ($700 less than before), or 3) Ed's would give us our money back minus the $305 restocking fee.
At this point we had had enough of the run around with Ed's, we do not trust his sanding/staining ability (option 1 above); we just wanted all our money back. We did not measure wrong; Ed's did. *** ******* the salesman who ordered the runner for us, should have realized it was too short in width and let us know before he committed our money. Therefore, we should get all our money back.
On 9/15/14 we received a refund from Ed's of $1,121.90 ($305 short, presumably for the restocking fee).
We are not happy with the way we have been treated at Ed's Flooring this year. Note that we have completed two bathroom tiling projects with Ed's in the past and have received good service in the past. We were not expecting this poor level of service this year.
we would like all our money back (a full refund). We have received $1,121.90. We would like the additional $305 back.
Ed's Flooring America made every effort to resolve this customer's complaint. All the options we offered the customer were declined.
Flooring industry standards measure stair runners on length, not width. The right amount of length was ordered. The customer signed an order that clearly spells out it was a 26.5 runner, underlined and reviewed with the customer prior to the order being submitted. The customer received exactly what they ordered.
While on site the installer explained the runner is 26.5" and will need to either have work done on the wood to remove evidence of the previous runner or choose a different runner option.
Back at the store we tried to work with the customer to come up with a solution.
The first and best solution was to pick same pattern in wider runner at no additional cost, customer didn't like that option.
Then we suggested to the customer to pick out something altogether different, which they did. The price increase was $800. We would waive the restocking charge on runner originally ordered, just additional cost of the new runner. Customer didn't want to pay $800 more. We asked the customer how much more they would pay; customer said $100-$200 at the most. We agreed on $200 increase, but after we agreed the customer said never mind, we just want all our money back.
In the midst of the new carpet options, I asked the customer if I could come out and look at what work might need to be done to the wood to be able to keep the original runner but the customer refused this option.
It was explained to the customer if they didn't want any of the options there would be a restocking charge as outlined in the original contract.
We tried everything to give the customer what they wanted and ultimately they decided to go elsewhere.
When the customer stated they were able to purchase stair runner and 3 area rugs from another store for $1,361 we asked to review the quote and would match the offer. However, the customer could not present us with a quote. The only evidence the customer could present was verbal.
Ed's Flooring America is still willing to work with the customer with any of these options to resolve this problem.
Respectfully submitted, ** *****, Owner
(The consumer indicated he/she DID NOT accept the response from the business.)
We, as common lay-person customers, are not familiar with the so-called "Flooring Industry Standards" which state that only length in runners is measured, not width. This practice seems absurd.
The person that measured the existing runner (prior to placing the order), measured both length and width, at least it appeared that they did. These so-called "Flooring Industry Standards" were not made clear to us when we signed the order and paid up front. The salesman never informed us that this carpet will not fit width-wise. Had we known that there was going to be even a hint of a potential problem with the width, we would have never ordered the runner. Finally, the installer, who should be very familiar with "Flooring Industry Standards" said that the width was obviously too short, and that this shortness was a "rookie measuring mistake", and not our fault.
With regard to the statement that we said we would pay "$100-200 more at the most", but after Ed's agreed, we changed our mind; note the following: at this stage, we had gotten so dissatisfied with the Ed's shopping experience that we just wanted our money back. This is a simple request under most circumstances when absolutely no product or services were delivered.
With regard to the statement that "The first and best solution was to pick the same pattern in a wider runner at no additional cost, and the customer didn't like that option", we would like to point out that in order to make the next wider size runner fit, we would have to trim the main pattern off the edges of the runner. Even the salesperson said that it would not look right. If we left the pattern on the edge of the next wider size runner, our wood floor stairs would be almost entirely covered, which the installer said would not look right.
Final Business Response
The original selection was available in two widths, it was discussed with the customer and they chose the smaller width.
Option 1: We could have gone to the wider runner at no additional cost as an option, but the customer did not want that.
Option 2: The next solution was to choose another pattern that we were willing to greatly discount based on the customer's request, but the customer declined this option.
Option 3: I also offered to come out and inspect the stairs to see if any part of the finish would need to be fixed, if even necessary, in order to stay with the original order, the customer refused.
I exhausted every option to provide a solution, but the customer declined all options.
I have built my business for the past 30 years delivering the highest customer satisfaction. I am disappointed that this customer was not satisfied with the various options we provided.