ComplaintsforFlooring Expo by Carpet King - St Louis Park

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought carpet, padding, and vinyl edging for a porch on Feb 28, 2022, Order no. 1*********, from the Flooring Expo Carpet King, St. Louis Park, MN store. The vinyl edging still has not been installed after three unsuccessful attempts to complete. We stopped the first installer half way through the job when it was clearly being done incorrectly, as our Carpet King customer service representative readily admitted after seeing pictures. The next two installers they sent admitted they were inexperienced in this type of work despite the company's customer service representative promising they would send only qualified people. Please assist us in resolving this issue.

  

  Business response

  08/02/2022

  We have scheduled the repairs for Monday 08/08.  Please accept our apologies for the delays during this process!

  Customer response

  08/08/2022

   I am rejecting this response because:
  
  Today the fourth installer who tried to put rubber baseboard in our porch was competent but didn't have enough material to complete the job.  The competent installer thought the company figured he could use some of the already installed baseboard but he said that can't be done.  We will have to wait for the company to procure more and try to schedule an installer a fifth time. And it is the fifth time we will have to move furniture and spend the day trying to pin down the time they will arrive. The company sent a text saying they would let us know time of arrival between 7 and 9 a.m. today. Didn't happen. I needed to call John in Customer Service (612-287-1772 at 10:30) to make him follow up. The installer came at about 4:00 p.m. There doesn't seem to  be any accountability in Customer Service. 

  

  Business response

  08/09/2022

  We have ordered more vinyl base as needed, and prioritized scheduled the installation for this week Thursday.  We are truly sorry for the repeated delays during this process!

  Customer response

  08/11/2022

  Our complaint was closed due to "good faith effort by the company." That is not the case. For the fifth time, rubber baseboard was scheduled to be completed at 8:00 a.m. today. When no one came, I called Customer Service at 9:00. No answer. The installer called at about 9:15 and said another job was scheduled (highlighted to be completed first) before ours. He said that if all goes well with that job, he could make it to our house by 4:00 p.m. All five attempts to complete have failed. The latest response by Carpet King Customer Service was simply a lie to get me and the Better Business Bureau off their backs. What recourse do we have against this company to save other potential customers from their incompetence and deceiving business practices?

  

  Business response

  08/11/2022

  We have her scheduled for this repair today, 08/11/2022. When I scheduled this job I informed Ms. E******** the installer would contact her in the morning to let her know what time we would be arriving.

  I just got off the phone with our sheet vinyl installer. He confirmed with the client in the morning that we will be at her residence around 4 pm today to complete the repair.

  We plan on getting this wrapped up today. We have all the additional materials ready and an experienced installer on his way.

  Thank you for following up,

   

  Jonathan ******

  Customer Service

  Flooring Expo by Carpet King

  Customer response

  08/12/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17652634, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is an additional complaint for a pre-existing complaint. The short version is one installer showed up and did not do any work. Long version: I was told all the work would be completed today by at least two installers. Instead, one showed up, looked at the two floor areas again, insinuated that the old tile by entry area should not be removed, insinuated that the area by the dining room would take too long to do today, and left saying he would be willing to remove the tile and finish area by dining room but would need to come back next week. Since this is not a second chance or third chance but more like a fifteenth chance, I'd like to offer cancelling the remainder of the order. I would like to be refunded for unused materials. I can hire someone to finish the work who will not trick us into ordering something that they do not have the capacity to complete. After I have someone finish the dining room area, which is only like 10 sq ft, I can return the remainder of the materials.

  

  Business response

  08/16/2021

  We apologize for the inconvenience, and agree to refund the labor amount that was charged.

  Customer response

  08/16/2021

   I am rejecting this response because:
  
  Please see my other post for details.  It is a different, additional complaint for the same company.

  

  Business response

  08/17/2021

  We are working towards a resolution with this client; apologize about the possible duplicate complaints.

  Customer response

  08/17/2021

   I am rejecting this response because the business did not make a good faith effort to refund me. The refund offer was based on an incorrect estimate of remaining work to do, specifically 56 sq ft instead of just under 100sq ft as well as an incorrect statement of the installation cost which is $4 a sq ft not $3.50. It also does not factor in the dead weight of remaining materials, waiting at home for 2-3 days for workers that ultimately did no work, and that they could not manage to install the tile within 5-6 months from the date of the order.  I am seeking roughly 50% of the total costs which corresponds to nearly 50% of the work being completed. The next step, if this does not work out, is Small Claims Court. I have detailed notes. I should have no trouble proving my arguments. 
  
  
  

  Customer response

  08/18/2021

   Better Business Bureau:
  
  I believe the Carpet King and I have reached an acceptable agreement.  He is refunding $700 for installation services not performed and accepting unused boxes of tile back at full value which I believe will amount to about $600. This is a fair deal for both sides if he follows through even though I am stuck finishing some of the work.  I will accept during next opportunity.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered carpet and tile in early March that I was initially told could be installed within two weeks. The carpet was installed within a reasonable amount of time. The tile was partially installed two months later due to a supply chain issue. It has now been four months and the tile has not been fully installed yet. I understand the supply chain excuses Carpet King has given for delays but the length of time to complete the work is extreme. The last I heard was that the remaining tile materials would arrive last week and installation could be scheduled shortly thereafter. I have not heard back from the sales person or the person who seems to be in charge of coordinating installation. I have experienced a clear pattern of poor communication and poor customer service. I have been reluctant to file a complaint because the initial contract has some clauses related to reviews or comments on social media, which I interpreted to include the BBB based on words used. Please finish the job.

  

  Business response

  07/14/2021

  We apologize for the delays during this process! 

  On behalf of our client, we have reached outto the trim manufacturer on numerous occasions.  Unfortunately, the trim manufacturer has been hit with raw materialsupply shortages. 
  

  Our client is given priority, however, and the trims shouldbe shipped with one week.  Once we receivethe trims, we will contact our client and schedule the completion of the installationas soon as possible.
  We apologize for the inconvenience!

  Customer response

  07/14/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their excuse is satisfactory to me. They still need to complete the work. I will not be fully satisfied until the work is complete.  This has been a miserable experience. Very few people would consider five months an acceptable amount of time to install tile even during pandemic shortages.  There has been a lack of creative problem solving. Also, the communication has been almost non-existent. I have refrained from writing a bad review on ****** and other review spots.  I will continue to hold back because I know the business is trying--it is just taking forever...!!!!!!!!!!

  

  Business response

  07/30/2021

  We have been in touch with our client, and have scheduled the completion of the installation for next week.  We apologize, for the production-related delays and for the lack of clear communication during this process!

  Customer response

  07/30/2021

   I am rejecting this response because:
  
  the only thing you have done so far is schedule the day to install.  Prior to the scheduled installation day, someone needs to clarify what will be done because each worker who visits my home and sees the two areas comes to different opinions on how the work should be completed, and some of the opinions are 100% contradictory as I mentioned before. If you are unsure how the work should be completed, then why send workers to potentially do the work in unexpected or unwanted ways? I would like to hear how the work will be completed on August 6th before I take a step toward accepting. The final step will be for the work to be completed as discussed between now and August 6th. The earliest I can press 'accept' will be the evening of August 6th.  Thank you for making an effort. I recognize it is hard to juggle so many projects/orders. You have made a few dozen mistakes so far but if the end product looks nice, I will be grateful and won't write any bad reviews on various websites with the use of nearly fifty emails describing exact things that have happened. Other than the BBB, I have not written anything negative yet and can keep my word that I will not after all of this is done. You are good people trying to do too much simultaneously with workers that are being stretched, and it is leading to oversights and mistakes.

  

  Business response

  08/03/2021

  The repair is scheduled for later this week, and- we have shared all the details regarding the repairs with our client.  Please note that we do expect the job to be professionally finished, and our client to be happy with the end result.  We apologize for the inconvenience!

  Customer response

  08/04/2021

   I am rejecting this response because:
  
  the earliest I can accept will be the evening of August 6th if the work is completed without further complications or delays.

  

  Business response

  08/16/2021

  Our client refused the completion of the installation, and we agreed to refund for the labor not done.

  Customer response

  08/16/2021

   I am rejecting this response because it is inaccurate.  The business has demonstrated that they are incapable of completing the work. I am seeking a larger refund because I just spent 5-6 months for my flooring to be installed and it was not and my time was wasted. Not to mention I purchased flooring materials that it appears I need to find someone else to install. A business cannot repeatedly fail to deliver a service then use the rejection of the business as justification for not refunding.  Why should a business be rewarded for performing so poorly that the customer wants to reject the order? How many failed attempts at providing a service should a customer endure before seeking a refund? This was my tipping point. I am open to hearing alternatives but you just stood us up at least three consecutive times, sending a worker or two workers who did not do any work. Let me repeat that, you made us wait at home on our day off for several hours for workers who did not complete ANY work.
  
  
  

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