ComplaintsforDalton Carpet Outlet

• Initial Complaint

  10/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I chose to purchase my carpet through Dalton Carpet outlet. I was misquoted a price and was offered a free carpet pad for free. when I received my final **** I was now being charged for carpet pad. I have invoice stating pad was free. Once final square footage numbers came in store associated now says she can no longer afford to give me a free pad and I am being charged $139.36 more than quoted. I have attached letter sent explaining situation and invoices

  Business response

  10/22/2021

  Initially the customer had planned to do a large flooring job. Due to the size of the job we were able to offer free pad. The customer then changed the size of the job to be much smaller. At that point we were no longer able to offer the free pad. The customer was still given free pad for her steps and the price we were charging for the other pad needed  is less than our cost. A great deal! This had been explained to the customer and this complaint comes as a surprise to us.  

  Regardless, we do want to a build a relationship with the customer and will honor the request to reduce the price as requested. 

  Customer response

  10/25/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

   

  Dalton carpet has their facts incorrect. However the end result is what is important to me. I have already paid the account in full. Therefore I would expect a refund from them in the near future 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 463 SF of carpet Nov, 2020. In the multiple times we were in store,conversations on phone, I was not told what would violate warranty on carpet. The only paperwork received was invoice and receipt history. We were not given information on violation of warranty till we had to have installer come back for the second time of raveling on seams. First time installer clipped loose threads. Second time he had to come back from the carpet being pulled up by vacuum cleaner. We were told no problem using vacuum over seams. At second visit we were told because we used a Dyson it violated warranty. If we used a Kirby warranty would not of been voided. We own a Kirby, so would of not been an issue if we had been given this information from the get go. Now we are being told we will have to purchase additional carpet, plus install cost to repair damage done by Dyson. If store employee Paul Vavra had given us the valuable information we would not be filing this consumer complaint.

  Business response

  08/03/2021

  At the time of the customer's purchase she was advised to get a 12 foot by 15 foot piece of carpet so there would be no seam. The customer did not want to pay the extra cost and bought a 12 x 7 piece instead and  decided to have a seam in her hallway. The Dyson vacuum caused the problem and is the real culprit here. Dyson should be ashamed of themselves for not warning every person who buys their product that its use will void any warranty of flooring made in America. Of course, if they did that, Dyson would not sell any vacuums.  

  As a courtesy to our customer, we will replace the 12x7 piece of carpet however I suspect she will have the same problem yet again. As a better alternative, we strongly suggest (as we did at the initial purchase) the customer use a 12 x 15 piece of carpet to eliminate the need for a seam. If the customer would like to go that route we will provide the first 12 x 7 piece of carpet and the customer pay for the remaining 12 x 8 piece so there is no seam. 

  We also encourage the customer to file a complaint with the Dyson vacuum cleaner company and hopes of warning any future customers about the consequences of using their product. 

  Customer response

  08/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *********

  Business response

  08/17/2021

  The customer asked for a replacement. We are offering to replace it. I am not sure why it was rejected. Seams are a function of the installation process. Installers warranty their work for one year. 

  Customer response

  08/25/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
    If I had not been told I violated the warranty, none of this back and forth would of went on. My concern was seams at ends of hall. Thank you for agreeing to replace carpet, and a written statement regarding warranty. 
  Regards,
  
  **** *********
  

*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. ↩