ComplaintsforCalifornia Carpet

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a rug that was supposed to take a few weeks. After I paid I couldnt reach the company. When I finally did I was told there were supply issues. My rug was well over three months late. **************** was not only unhelpful but rude and condescending. Just misery to deal with anyone from this company. After over three months I was told the rug was getting ready to be delivered. I had paid for white glove service which included taking this 10x12 rug into my room of choice, unrolling it, inspecting of any flaws, accepting it, then signing off. I was sent a delivery slot. That didnt work. I needed to reschedule. I was then told by the company they would charge me another $250 for white glove service. I told him I had already paid for it. He said he didnt care and told me to read out loud the policy in small print on the document they had sent when I paid. I told him that was unreasonable. He said he didnt care and hung up. I told him I would not accept delivery of a rug I couldnt physically lift as Im a 62 year old woman with a neck injury from a car accident. I told him to either provide the white glove service I had paid for or do not deliver the rug. They just dropped this huge rug in my driveway. No white glove. No signature. Just left it in the driveway. It will now sit there until I can find someone to help me send this back. I want my money back. They did not provide the service I paid for. The rug was over three months late and the room that it was supposed to go in already had a bed in it. They absolutely refused to touch the bed to roll out the rug. I went back and forth with this miserable company for over a month trying to fix this. Their solution? Drop it in my driveway. I DO NOT WANT THIS RUG as I cannot possibly use it now. I want my money back and report them for all this. This company needs to be held accustomed this miserable performance and lack of transparency about the timing of the rug and the service they claim to provide.

  

  Business response

  06/23/2022

  This customer ordered a custom rug on 2/11/22.  Please see uploaded copy of her order.  Our rugs are custom and cannot be cancelled or returned once ordered.  Please see our Terms & Conditions uploaded and a document showing that customers cannot check out from our website without accepting our T&Cs.  Please note on the bottom of her order, which she received, that she was advised of delays due to worldwide supply chain issues. She also received an email advising her of delays.  This is also clear in our T&C and FAQ's on the site.  

  Her rug was shipped on 4/1/22. She selected White ***** delivery.  Please see below, from our website, a description of what service is performed for White ***** delivery. It does NOT include furniture moving. 

  The customer arranged for her rug delivery on 4/30/22, between 7:30 am and 9:30 am. This date and time were selected by the customer. At 7:24 am, when providing her 30 minute pre-delivery notification, the customer advised that she would not be available for the pre-scheduled delivery and also demanded that the delivery service move furniture. The delivery team advise that they do not move furniture and offered to reschedule her delivery for a fee. This is when she reached out to our customer service team. Please see enclosed emails.  The rug has not been delivered at no additional cost to her, even though she missed her scheduled delivery.

  White ***** delivery:

  You will receive a call from our carriers to schedule a convenient 4-hour delivery window. Upon arrival, rugs are delivered into your home, placed in the room of your choice (including up or down one flight of stairs), unpacked, packaging is removed, and rug is rolled out (furniture will not be moved). Note deliveries to remote/isolated areas and to and congested metropolitan cities (such as *************) require an additional $125 surcharge. Deliveries up or down more than one flight of stairs require an additional $100 surcharge (please indicate if you require more than one flight of stairs).You will be contacted if there is an additional charge.

  Customer response

  06/23/2022

   
  Complaint: 17320293
  
  I am rejecting this response because:
  
  I understood in the first conversation that furniture could not be moved. What I objected to is the fact that I paid for white glove delivery and it was not performed. It is also a reasonable request to reschedule a delivery even with short notice. The rug was still on the truck. In any case, had I been dissatisfied with the rug after it was rolled out for inspection, it would have gone back on the truck. The business has an unreasonable policy with regards to rescheduling and I should not be charged for a service I did not receive. 

  I want to be reimbursed for white glove service as I did not receive it. 

  Besides the obvious complaint, this company was extremely difficult to deal with and extremely rude and unhelpful.

  The huge rug was dropped off in the front of my house in the driveway. This is not what I paid for. I expect a refund for white glove service.

   

  Kind regards,

  
  

  ***********************************  
  Sincerely,
  
  ***********************************

  

  Business response

  06/24/2022

  Hello.  Please note that we are a custom rug company.  We work with freight partners to perform the delivery process. 

  This delivery was cancelled 6 minutes before the scheduled window.  The rug had already been loaded and the truck was enroute to the home for delivery.  Cancelling the delivery at this late time results in a redelivery fee which is due to our freight partner.  Please refer to our Terms & Conditions available on our website, pertinent section shown below. 

  In this case the redelivery fee was $400, which is more than the ******************* paid of $225 so instead of refunding the $225 ******************* and requesting a $400 payment for the redelivery fee, we chose to apply the charges already paid for the White ***** delivery service to the redelivery fees and absorb the additional $175 difference.

  Additionally, see prior emails provided, the customer stated to the delivery company that they "would have to move everything and place the rug" which the freight company is not prepared to do and this is not part of their contact due to insurance reasons.  This is the reason that the White ***** delivery was not performed.

   From our Terms & Conditions:  Any additional delivery charges are the responsibility of the customer/receiving party and will be billed to the delivery address.

  Customer response

  06/24/2022

   
  Complaint: 17320293
  
  I am rejecting this response because I believe their rescheduling policy wasnt clear unless you read the entirety of their terms and conditions ( a long onerous document) and even so, it is still an unreasonable policy considering the situation with the rug being three months late. They announced suddenly that they were to deliver the rug on a certain day and as Id would have liked to accommodate them I couldnt. As the rug was three months late I needed help to move my bed as I was well aware of their refusal to help with that. They claim I wasnt aware of their refusal to move my bed, but as Ive stated I was and was in fact trying to organize help with task rabbit which proved to be a challenge. As I mentioned and in any case part of the delivery was rolling out the rug so I could inspect it. I was never given that opportunity to inspect the rug which is also stated in the delivery terms. They did not provide the service they promised nor the service I paid for. I should not be effectively punished simply because I had to reschedule. I do not accept their response. I would like my white glove service money back. 
  
  Sincerely,
  
  ***********************************

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