ComplaintsforCarr Hardware & Supply Co., Inc.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct. 30th 2020, ************, our architect, and I met with Debbie ******, Carr Hardware's Asst. Mgr, to order a Graber shade called Salutation. We showed Debbie the shade on a photo with 2 other shades I didn't want. Debbie said she would call to set up an appt. to measure our windows. She never called. I set the appt, where she said she hated her job and wanted to quit. She didn't follow up. I called her on December 10th, 2020, and ordered 7 Salutation shades. She never sent me a receipt or confirmation. She said she'd get me temp shades until mine arrived. I left Debbie a message to find out if the temp. shades were in. No response. On December 22nd, I drove to Carr. Debbie wasn't in, and the manager contacted Debbie. Debbie called me and said she'd deliver the temp. shades, which she did. In Feb., 2021, Debbie and an installer installed permanent shades. The shades didn't look like the ones I ordered. But I thought I was wrong. When our architect came for a meeting in April, she said "these aren't the right shades." She and I drove to Carr Hardware. Debbie wasn't there. The manager, Dan *********, had no record of the order on the Carr computer system b/c Debbie has her own personal system. He emailed us: "I spoke to Debbie and she said you came into the store picked out the blinds you wanted after finding out the first choice was not available. She said you did not have your credit card on you at that time. You went home and called in the number." None of this is true. Debbie ordered a shade I didn't want called Conservancy because the shades I wanted were discontinued. She never consulted me, and I never came into the store to review those shades. The manager didn't believe me, and I had no proof until recently, my son showed me that Google maps tracks your trips. I made three trips to Carr: Oct. 30th, initial meeting, Dec. 22 to inquire about about temp. shades, and April to report the mistake. There was no trip to review a different shade.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/10) */ Carr Hardware was surprised and disappointed to learn of **************** dissatisfaction for the first time 4 months after the shades were ordered and paid for on December 10th (inv# ******).Our pre-scheduled installation crew delivered the shades in February 2021,Our van and hourly compensated team were stuck for hours and eventually had to be towed out, because the customer did not prepare for our vist, her driveway was not plowed. Our team was also told by Mrs Reichert she loved the product and the installation work. No mention to Carr Hardware of any dissatisfaction until months after installation when she visited our store manager Dan ********* who repeatedly tried to be helpful. Carr has an email showing our efforts to follow up and try to be helpful. Mrs Reichert's husband also mentioned she didn't like price relative to the quality of the shades later this summer while shopping in the Pittsfield store to our owner Bart *****.Mr ***** gave him his business card and encouraged him to have his wife call him and he would be happy to try to better understand her dissatisfaction....Mrs ******** never called him back. In addition There are some inconsistencies in this complaint. first Carr Hardware does have a copy of the order/receipt of payment from our Carr Hardware system dated Dec 10th, yet the customer claims this is not true in the complaint. The receipt demonstrates that we received the approved order and credit card payment on Dec 10th and that it was in our computer System.There is no personal computer system available of any kind at Carr Hardware.We certainly acknowledge that supply chain is complicated and the customers initial product choice was not available. We have followed up and tried to reach out with no response.We certainly did the work in good faith.

*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. ↩