Complaints

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• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This experience has been nothing short of a complete nightmare. The first flooring I ordered came in to be vastly different from the samples provided. I stopped work and had them remove the flooring then paid restocking fees and an extra $7,000 to upgrade to a better product. I took great care the second time to order several boxes ahead of install to make sure the flooring was what I expected. Everything looked fantastic and I was so very excited! Unfortunately when the full basement of floors was installed, I could see that the flooring had very heavy and deep knots, which the samples and boxes did not have. The flooring installed matched a sample I did not choose. I have every reason to believe that the floors that were installed were the wrong sample and had somehow been mislabeled. I was very upset and reached out to the store for help. They ignored me for two days and when they did reach back out to me, they told me to talk to my installer and they would have nothing to do with it. However, this is the one who we purchased the flooring from. I was traveling from out of state and because they continue to ignore my calls. I drove straight to the store to see the representative in person. She told me that there was no way they would agree to help me or make this right and that she feels that the correct flooring was installed even though I have pictures that I strongly feel show otherwise. I was so upset in the store at how uncaring and unsympathetic, the representative was. We spent $21,000 on these floors and this is a huge expense for us. The representative for the flooring company did not like that I showed up in person and that others in the store could hear what I was saying, she stepped out from behind the desk and told me to leave the store immediately. I left and I still cannot believe this is how they would treat a customer who just spent this kind of money. I have included a picture of the floors I was expecting versus the floors that were installed.

  Business Response

  Date: 03/05/2024

  We have been in business since 2008. We are a family run Flooring Store and offer many services to our community. Our business is by word of mouth and our reputation for **************** both in sales and service is rated high.  

  Thank you for the opportunity to clarify this accusation.

   From : Abbey Carpet 
  Abbey Carpet has been in business since 2008. We are a family run Flooring Store and offer many services to our community.  Our business is by word of mouth and our reputation for **************** both in sales and installation is rated high. Thank you for the opportunity to clarify this accusation. Our client was Owner of Stockton Contracting and his customer signed a contract &purchased the flooring from him directly. He checked out samples from Abbey carpet showroom to present to his client for purchase from him. The first purchase was vinyl plank tile, which she selected from samples provided to Stockton Contracting from Abbey Carpet, also pictures with room scenes provided on manufacturer web site. ******** placed his order for his client and started to install when his client halted the job claiming the product was not the correct product, He came to Abbey Carpet for help. We called the rep and confirmed actual material as the sample and website pictures matched exact to product purchased, she was so aggressive in behavior we spoke to the rep and for a fee he took back product that was not returnable but made an exception. Abbey Carpet credited the difference back to ******** so his client could make another selection. ******** wanted his client to come into the show room as we have a large selection of wood products along with Product knowledge to help in making a decision. ******** felt this would be better for his client. ******** met her at the Show room , this was the first time Abbey Carpet met his client ,as we were willing to help ******** out with his customer. At no time was she ever an ********************** Customer or ever quoted any pricing . She selected a wood product was informed about wood product species and knots and worm holes and different grades asked what type of character grade and took home several samples to view and ************ product bar code.Once selected she was asked what grade natural or select she said she wanted the character in the wood knots . She took the scan of the product and went on their website to view the room scenes and read the specifications. She had Stockton purchase 2 cartons and approved of the material. ******** then purchased a new order for her. The scheduled time of her installation she went to ********** and ******** texted pictures to her for approval. I have submitted the actual text as it was sent to me by ********. Upon several boxes installed she was very happy, but once again half way through installation of the wood flooring, she halted the install claiming wrong product .******** called me again for assistance. That same day I received several aggressive messages from his client on my personal phone. ( she was given my number to update her on material arrival.) At the time she was aggressively texting and calling my phone I was in the emergency room with my 88 year old mother and could not answer . I was with my mother as I am her care taker for the next two days, I immediately reached out to ******** to inform him of her behavoir. He took pictures of samples she had kept from Abbey Carpet to compare, they matched and so did the on line pictures from the manufaturer website. (another picture I have submitted). I did respond to her text on Tuesday when she was meeting with ******** coming home from **********, At 7:43 in the morning, I texted her and suggested she view the floor in person, and that with the multiple samples provided once she saw the floor in person and not via text or camera phone, all would be alleviated. She quickly responded "Not at all I want a phone call" So I forwarded the text to Sockton as this is his customer. He called her and met with her and her husband who incidentally loved the floor. Later that day as I was waiting on two customer appointments in store , She came in aggressive in character, not caring that there were patrons being waited on. She was loud and rude and demanding. I tried to explain She was not my direct client but that I would call the rep and the President of the Company and they would reach out to her , she demanded to know what they were going to do. I responded that she would have to wait for their call back. Again she became aggressive I had a client walk out .So I asked her to leave. She did . The product rep called me half hour later and contacted her within and hour after she left the store. She was also contacted by The President of the *********************** who is Head of the Flooring she had purchased. Valinge ******* rep expalined to her once again what wood floor characteristics are ex. knots worm holes and grade. She wanted them to send her free boxes so she could pick the boards to install and return the opened boxes. ******* told her no, thats not a reasonable request. She then proceeded to contact the ******************* Rep and was rude and very aggressive with him, she kept calling his phone to a point he blocked her. The pictures she submitted to the Rep and President of Valinge confirmed exact match of the product. No claim could be submitted for Product. Her intention was to be able to cherry pick her boards to be installed. This left her furious and then she proceeded to bash and degrade Myself, Abbey Carpet, the ******************* **** *************** President on her ******** Page and on the Abbey Carpet Face Book Page and on our Website . Abbey Carpet did not engage. The flooring was installed by her Stockton, she requested he installed a different pattern staggered. She now loves the floor so much that proven fact, she went to another place to purchase the flooring the same flooring. She went to the competitor not a mile away and requested a quote to purchase and install *********************** the same exact material Woodura Valinge , The irony is there is only One *********************** and one Distributor for this product in ***************** and they were contacted that she was again trying to purchase more flooring for her upstairs.  As for her claim she paid ********* I could not comment as that was her contract between ******** and herself. We only provided material to ******** per his order request. The moral of this unfortunate event "No Good Deed Goes Unpunished"

  Respectfully, 
  *****************; Owner  Abbey Carpet

  Sales Manager *************************; :
  

  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21321437
  
  I am rejecting this response because:
  
  Abbey flooring did not make the proper representation of their product on 2 separate occasions. You can see from the photos which I provided that the flooring on the website, the photos of the installs they showed me and the samples themselves as well as the 2 boxes I ordered in advance and laid out, did not have nearly the amount of knots and imperfections as the product I received. I was told this product would have minimal knots as shown in all images and samples I was provided. The floors that I received were heavily knotted. Of course I was very unhappy as abbey flooring ignored me on multiple occasions, failing to provide any assurances and forced me to drive from ** to their store to obtain any kind of response from them. While I was in the store ****** , who was the sales representative who provided us the misrepresentations on both occasions, was extremely rude and stated that she would not be helping me as I was not the client, although she knew that I had paid for those floors and the only job that my contractor had was to provide that payment to her and to pick up the floors for us. She was extremely hostile when I was unsatisfied with the product and the misrepresentations of the product. I did, in fact, purchase the flooring in a different and upgraded level from another flooring company who came to see my floors in person, and absolutely agreed with me that the product was not properly represented.  The businesses response is completely inaccurate as the president of the flooring company *************** was extremely helpful to me and kind. ****** directed me towards a sales representative for the claims process with ******************* which was also completely misleading. I had to call ******************* company personally to determine that, their claim process was completely different than what she had suggested and that in fact, the representative I shouldve been speaking to was named *****, and not *** who was the sales person that ****** had sent me to. *** was completely disrespectful. He was glib and smug and conceited, announcing that he was the top sales rep on multiple occasions and he had no intention of helping me whatsoever. If this is a company that truly cares about what their clients get when they are paying tens of thousands of dollars for ********, then why would they have ignored my calls for a day and a half when I was trying to get resolution and answers? I had to personally drive to the store, just to get any kind of a response from them. ****** told me too bad. Youve already paid us and were not going to do anything to help you. I would never recommend this flooring company to anybody in the future. When I decided to finish my top two floors, I purchased the upgraded version of this flooring. That is because ****** had represented to me at first that the flooring that I purchased would be much cleaner than it actually was. So when I purchased the flooring for my upstairs with a company right down the road , I went for the cleaner and upgraded version of this ******** so this businesss response and claims are completely incorrect and I did not purchase the same flooring. The only reason I stayed with the valinge woodura product is because of how helpful the president of the company and their operations and Claims manager was with me in spite of ***** obstinance and disrespect. When I came into the store after ****** had continually ignored me, A customer did happen to walk into the store, and ****** wanted me to hush up and be quiet so the other customer wouldnt hear what she had done to me and how she was handling the situation. I really could care less how that wouldve affected them, because my concern is not about Abbey flooring getting future business but my concern is how they were handling the current business that they had standing right in front of them that had already paid in full. My contractor went above and beyond and did everything he could to make this right for me and in fact he did make me happy. The biggest mistake that he made in this whole process is ever using a company like **** ******** who would try to take screenshots that I sent confidentially and privately to my contractor and try to use them against me. The screenshots that have been attached to this complaint response are also misleading, just as the ******** representation was. As you can imagine, those separate screenshots were taken out of context from a much broader conversation. Without that context, the text message screenshots cannot be used to determine what I had truly said during the course of my private conversation with my contractor. I standby my complaint that this companys customer service is absolutely horrific. I am so glad to have found a much better flooring company locally to be able to continue my project without a hitch and with mutual respect. I had even tried to reach out to ****** before filing a Better Business Bureau complaint or getting my lawyers involved to try and reach common ground and mutual understanding, and was once again completely ignored. As far as Im concerned, ****** as the representative is a huge problem, I have not met any other representative of this flooring company but her and everything she handled was handled miserably. I understand that ******************* be going through personal issues, and I do have great empathy for that because I am a caring person. However, we do all have our own issues, and I choose not to bring any of my own personal private issues into this complaint as I do not think that it is appropriate. The response from the business is signed by the owner, but it was written from ******* perspective as she described our interactions from the first persons point of view. My Contractor will no longer be using **** ********  and I certainly would never do business with them again. It is also completely inappropriate for **** to bring up the fact that I had other flooring returned to them previously as it was delivered to my home, and it came in looking very cheap and not at all the aesthetic that I had hoped for, and I paid a restocking fee, and for any open boxes, I paid for the return in its entirety before placing my next order. This company is not one that supports their customer. If you have any kind of issue, they will ignore you and disrespect you and send you on a wild goose chase and ultimately they will do nothing for you to alleviate the problem. Luckily, Im a resourceful person, and I found a local company who made everything right so we are ultimately happy but the cost to me was very dear as the stress has been immense. I ultimately had to obtain additional boxes of the upgraded version of this flooring to lay them in my basement, just so that I didnt have extensive knots, and imperfections that were never represented to me on any pictures, any samples, or any boxes that I purchased in advance. I did tell my lawyers that we could drop the lawsuit for **** ********s false advertising in misrepresentation of their product but now this terrible and insulting response from the business has me completely reconsidering where to go from here. I had removed my review from ******** simply because the secondary flooring company helped me to fix what was wrong at my expense, and I had decided to move on. However, this misleading response from the business has me reconsidering my position on all of that. I will not back down for a bully Company, who takes advantage of their customers, Misrepresents their products and leaves their customers who have paid in full without any recourse, while taunting them that theyve already been paid, and they already had their money and too bad for the customer. If **** functions so highly on word-of-mouth, then surely they should have cared more about the outcome here and they did not and clearly they still do not.

  
  Regards,
  
  *************************