Complaints

This profile includes complaints for Carpet and Tile Mart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carpet and Tile Mart has 17 locations, listed below.

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• 

  Carpet and Tile Mart

  230 N DuPont Hwy New Castle, DE 19720-3222

• 

  Lomax Carpet and Tile Mart

  772 Bethlehem Pike Montgomeryville, PA 18936-9632

• 

  Carpet and Tile Mart

  3515 N 5th Street Hwy Reading, PA 19605-1703

• 

  Carpet and Tile Mart

  1410 Kenneth Rd York, PA 17408-2271

• 

  Carpet & Tile Mart

  5051 Hampton Court Rd Harrisburg, PA 17112-3925

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20298061
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

  have been subjected to. I have attached a refund demand letter that was hand delivered to "****** ******** - Office Manager" on 6/14/23 at 2:30pm. Millsboro Store Manager *** ****** responded to the letter via email, which is also attached. Mr. ****** offered to send a third contractor to my residence to complete the work with no refund, and other than an apology and declaration of their vast flooring experience, did not address the issue further. I responded by explaining that his solution did not meet the magnitude of their shortcomings, and I did not receive a response. It has been nine days since the "deadline" listed on the letter to reach a resolution, and I have not been contacted or received a refund. Please see the attached letter for full details. I am seeking a refund, and for the work to be repaired/completed. I am willing to meet in the middle, meaning work completed/repaired and a partial refund to compensate for the experience and end the matter with no further action.

  Business Response

  Date: 07/11/2023

  For over 56 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ***** ****** for bringing his concerns to our attention and apologize for the extreme delays and inconvenience of his installation.  After investigating ***** ******'s claim we learned the following.

  The subcontractor that was used for *****'s installation had been with us for over 20 years and had a stellar record of quality installations for our company.  Unexplainably, he abandoned the job, and unknown to us, was not communicating with ***** ****** for quite some time.  None of these issues were ***** ******s responsibility.  

  We did attempt to complete the installation with another contractor, who injured his back, which even further delayed the completion of the installation.  Again, this is our responsibility and not that of **** ******.

  We provided a $500.00 refund for the inconvenience and time lost to ***** ******.

  Our store manager *** ****** has been attempting to communicate with ***** Leiber to complete the installation and repair anything that needs to be addressed.  

  We once again are very sorry for the inconvenience and as a company want to make sure ***** ****** is satisfied.  

  While we do thousands of installations each year, unfortunately this one was extremely unacceptable, and we have taken action to remove this rogue installer.  

  Our position as a company is to complete the installation and repairs to ***** ******'s satisfaction as ***** requested.  We also want to make it right, by providing another refund of $1,000 ($1,500 in total, over 20%) once all repairs are completed.

  We will instruct our store manager *** ****** to contact ***** ****** directly to coordinate the completion of his project at his convenience.  

• Initial Complaint

  Date:09/20/2022

  Type:Product 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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.Admittedly I am not an expert on carpet or installation of carpet, however, as previously stated three individuals who work in the industry stated there is something wrong and the seam is NOT NORMAL. These individuals include the installer, a carpetmart employee, and the independent inspector sent by the mill. Since we have now established there is something wrong and this is not normal I think we can take "buyer's remorse" off the table but kudos on trying to put the ownus on the customer's, real class act. I believe this leaves only two options as the potential cause of the abnormally visible seam, poor installation or an issue with the carpet itself. The mill sent a independent inspector who, again said "there are areas of concern" and since the mill declined to fix it I would assume that the report placed blame on the installers. The installers have already attempted to fix the seam once, upon their departure they said they need to file a claim to the mill because there is something wrong with the carpet. After getting the report from the mill the manager, Todd, said "There is nothing  else that can be done." My wife asked for clarification twice, there were no alternatives offered...after this experience I have exactly zero confidence that the installers or carpetmart will be able to repair the carpet. The only fix that I will accept is full replacement. This can be done by carpetmart or someone else, your choice. Either way in the future my business will be taken elsewhere.Regards,
  Complaint ID: 18051999
   
  
  
  
   ours they said there is something wrong with the carpet itself and it cannot be fixed.
  23-Aug-22: Adam from carpet & tile mart came out to inspect. Said it is absolutely a mill issue.
  4-Sep-22: Told it was a "mill claim" and I can expect a call from the store manager the next day (5-Sep-22)
  5-Sep-22: No call
  8-Sep-22: Mill rep (****) came out to take picture. Said "I cannot say much but I see some areas of concern"
  16-Sep-22: Call stating they have not heard from the mill yet.
  20-Sep-22: Call from store manager saying "the mill didn't find anything and there is nothing we can do for you"

  Business Response

  Date: 09/27/2022

  RE:  ******* ***** Complaint

   

  For over 55 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ******* ***** for bringing their concerns to our attention and apologize that they are not happy with the seam of their carpet installation.  After investigating the claim we learned the following.

  Our store manager has been involved and has been addressing the claim from ******* *****.

  We repaired the carpet seam and when ******* ***** vacuumed the carpet, part of the seam failed.  

  We did send out a Carpet Mill representative to inspect the carpet and the seam.  The representative found no problems with the carpet or the seam (prior to it being damaged with the vacuum).  

  Due to the size of ******* *****'s room a carpet seam must present.  We are extremely clear that carpet seams are NOT INVISIBILE on our contract and checklists that ******* ***** signed.  Do to the style of carpeting that ******* ***** selected- low profile with loops the seam will be more evident.  Even a carpet that has a cut pile with a higher profile can show seams.  This is the nature of carpeting. We fear that ******* ***** regrets their selection of a low profile carpet where a seam will be more evident.  

  Our offer to come out and repair the seam (we have the right to repair per our contract) still stands.  We will be happy to schedule the repair, once we resolve the charge back of the payment to us by ******* *****.  

  Business Response

  Date: 12/30/2022

   

   

  ***  *********
  
  We did reach
  out to ***** to learn who you were and finally realized that the ***** BBB
  complaint is the same situation (it wasn't purchased under Hess).  We also learned this from the voice mail you
  left the other day.  Our position as a
  company was, we would repair the seam (per our contract).  Typically,
  we leave all service issues and decisions to our store managers.  I do sincerely apologize that you are not
  happy with the seam and the work of our sub-contractor carpet installers.  After speaking with ***** and his thoughts on
  the matter, we have taken the following steps.
  
  **** **** is our carpet
  buyer and our expert with carpet and its installation.  **** has been with us for 40 years and
  has been asked to help solve this issue.
  **** reached out to the
  mill of that carpet (the folks that came and inspected it) and is waiting
  on a response from the General Manager of the mill.  We are expecting the get an answer from
  them this coming Monday or Tuesday.
  
  Once we
  hear from them, we will communicate what the solution will be.  **** **** will either call you or email you
  once we learn the solution. Unfortunately, with the holidays we are waiting on
  communication back from the mill, so I do apologize for the delay. 
  
  Have a
  Happy New Year’s.

• Initial Complaint

  Date:08/20/2022

  Type:Product 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.

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.  I selected a white floor not a gray floor with spots on it.  I found out later that this floor was a remnant.  When I asked the salesmen to show me white vinyl flooring he said they only had these 2.  When I talked with 4 managers (the last one being so rude I hung up on him), told me there were hundreds of vinyl flooring to choose from.  I talked with **** ***** one time then he went on vacation and I never heard from him again.  His boss told me a week ago that he would call me and he never did.  What this company fails to mention is that the original order was screwed up, 4 different managers did not return my calls for any given period and the last one degraded me and told me this was my fault and "he was sick of it."  There has no offer to fix or do anything by this company or management.  Most of this is a total lie.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17746952

  
   
  

  
  
  

   

  
  

   

  responsibility for the floor. I went to this location depending on what I thought were professional floor people and for 4 weeks now have received no customer service whatsoever, been disrespected as a customer and have a horrible looking floor in one bathroom. Why would a company sell me remnants when according to them have hundreds of vinyl flooring to show me, which they did not.

  Business Response

  Date: 08/23/2022

  RE: ****** ***** Complaint

   

  For over 56 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ****** ***** for bringing her concerns to our attention and apologize that she is not happy with her sheet vinyl installation. We also apologize that you were not happy with the follow up of our sales associate or management team.  After investigating the matter, we learned the following.

  - The two color selections of sheet vinyl that were made by ****** ***** and installed, were indeed the colors she selected in the store and the colors that were on the signed contract.

  - When ****** brought up concerns of "spots of glue" coming through the vinyl, our subcontractor immediately contacted ****** and went out to clean it off.  During this process it was explained that glue can not transfer through the sheet vinyl and there were no traces of glue transferred to the surface of the glue from installation.  What ****** was pointing out to the subcontractor was indeed just the pattern of the vinyl which she selected in the store.  Our installer subcontractor used goof off to show ****** that this was the case.  

  - Our Store Manager **** ***** has been in contact with ****** *****.  

  - The price estimate provided in the store based on the customers information, to the final price after measurement was very close.  

  We regret that ****** is not happy with her selections, but we deny any claims of product defects or installation related issues with her installation. 

  If ****** is stating that she simply does not like the colors she selected and would like them replaced, we would be happy to do so.  We would accommodate this request at the lowest cost possible.  Please contact **** ***** if you would like to pursue this option.  

   

  Business Response

  Date: 09/19/2022

  RE:  ****** ***** Complaint #17746952

   

  ****** ***** came into our New Castle, DE location and made another selection.  We replaced the vinyl floor pattern that ****** ***** found unacceptable, with her new selection, at no charge.

   

  On September 14th at 12:22 pm I received an email from ****** *****-

  "Tom
  just wanted to say thank you.  Chris' installers were here first thing
  this morning and replaced the bathroom flooring.  It looks amazing. 
  Also please thank ***** for me, he was very professional in helping me pick out
  another floor."

   

  We are happy to report that the ****** ***** complaint has been resolved to our customers satisfaction.