On November 11, 2006, I purchased Monticello-Ecstasy-Amber carpet at Carpet One: 4720 South Cooper, Arlington TX. 76017.
On decider 14th the carpet was installed. The next day December 15th I went to the store with a piece of the scrap carpet they had installed, a showed them it was the wrong grade of carpet. The Monticello Carpet I ordered comes three different weights Ecstasy, Everlasting and one other. The sale man agreed it appeared to be the wrong weight and said they would check on it. On December 18th I was told by the sales man (Randy Davidson) company policy said the sample I provided had to be tested by an independent lab to verify the mistake because the mill must have sent the wrong grade of carpet. it would take seven to ten days for them to test it. I had the salesman put in writing what was to happen because while waiting for the carpet to arrive I had heard many different stories of why it was late. I then called and talked to the store manger (Larry) and the district manger (Gary Gilbert of Floors Inc.) and was told the same thing that company policy says it must be tested by an independent lab. I explained that if they had both grades of carpet in their warehouse it was more likely that someone just pulled the wrong carpet. But was told that was impossible by the district manager.
On December 28th I called an left messages with both the store manager and the district manager wanting to know what was going on to resolve this issue. The store manager (Larry) called me back that day and said the sample had been sent to the district office for review but he did not know were it stood from there. The next day December 29th the store manager called back and stated the woman that was to review the sample was on vacation till January 2nd and he would not know anything till then. On January 2nd the store manger called and stated that the sample of what they had installed was too sent back to the carpet mill for testing and it would be about two weeks before they would know any thing. This statement was contrary to there earlier statement of it having to be reviewed by an independent lab.
Unfortunately, the product received was not what I ordered. Because the carpet I selected came in three qualities, and I picked the thicker (Ecstasy), but what I received was the thinner (Everlasting)
I am disappointed because even though it is visibly different, the store is denying the problem by giving me the run around and delaying a resolution to this problem. In the mean time I have furniture stacked up every where so as not to have to move it again for the install of new carpet.
To resolve this problem, I would expect the exchanging of the carpet for what I ordered.
4720 South Cooper
Arlington TX 76017
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