We ordered carpet on 2/19/05. The salesman indicated the installers would measure our room before ordering/installing the carpet, as I was not sure of the exact measurements. The carpet was supposed to be installed 3/8/05 between 9-11.
No one showed up, and the installer's boss called to say he had not heard from the installer, but would call us back before 11.11 came, he still had not called. I called him; he supposedly did not know the status of the installer's whereabouts but would find out and call us back.
At 4:30, we still had not heard, so my husband called and was told that the installer had "an emergency" and would not be out until 3/14. My husband told him that was not acceptable, that they could work us in the next day. They refused. I contacted the general manager, who was very rude and condescending to me, and he said that he would check the next day's schedule to see if someone could come out.
He called the next day and sent someone out. This "installer" finally measured and said that we needed 300 more square feet of carpet! We called the store to order it, even tho we thought it was a ridiculously high amount. Besides that, we would now have a seam, where if they had measured prior to installation, we wouldn't because our room is 12-feet wide, the width of the carpet. The salesman at the store came out and measured himself and discovered we did NOT need 300 more square feet.
On 3/11, I called the home office in Texas. They are also very rude and condescending. I talked to Iman, who is supposedley the head customer service rep, at noon. I asked her to please contact me that day, because we still did not know when our carpet was to be installed.
At 4:30 I called her, and the phone was answered by a man who said she was in a "meeting." I left my number, and she didn't call back. I called back at 5, and he answered again. This time she was "on the phone." I told him I needed to hold for her. Two separate women came on the phone and said I shouldn't hold, that Iman would call me back if she said she would. I asked for the name of her boss, and was told that she has none. I told the man that everyone has a boss, but he refused to give me that info.
Finally, Iman called me back and was very rude to me about me calling her. She said that she told me she would call me back, and she had planned to. I told her that I had called her at noon, and that it doesn't take that long to talk to the installers and their bosses here, because I have been able to and I don't work for their company. I told her that if she'd had the communication problems I had, she'd understand.
Bottom line - they are all rude. They seem to get upset when a customer exerts their right to ask questions and place follow-up phone calls. I will never, ever order anything or do business this this place again.
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