5/9/08 appointment scheduled with sales person (Morgan) - he called 15 minutes after time of appt to tell me that he was tied up and wanted to see if we could reschedule. I told him this was not okay and he did end up coming late.
Installation day 1 - Staples and large clumps of carpet left all over floor, food & beverage containers left in my linen closet, a few pulls in carpet, and two lines across carpet in hallway and in master bedroom - I called Morgan to let him know of these issues & he said he'd speak with installers so that they could remedy problems on day 2 of install.
Installation day 2 - Installer called me to let me know they were on their way. I asked if Morgan had spoken with them - No, he did not so I let the installer know about the issues. All issues were remedied except the lines in the carpet. The installer said that the carpet just had to "settle."
6/16/08 - I called to discuss the lines in the carpet that still had not settled & was told that it is now a service issue and was told to call Tony the service guy. I called Tony and he set up a service appointment for 6/18/08 between 12 & 3.
6/18/08 - At 2:48 I called the store to see if anyone was coming & when since 3:00 was nearing. I was put on hold and then informed that the guys were running late. I then asked for the name of a manager or the owner so that I could talk with one of them regarding headaches I've had with them. I was told that neither the manager (Tim) nor the owner (Gary) were in. I hung up and received a call two minutes later from the service guy who said they would not be coming today. I called the store back and asked to speak to a manager and was put on the phone with Tim even though I had been told that he was not in a few minutes prior. I explained to Tim all of the headaches I had experienced with their service and with the misinformation regarding the lines in the carpet. When I was done he told me that he had more important things to worry about other than the visible seams in my carpet because he had $100,000 worth of damage in his basement. He also asked me if I was aware of what was going on in the city due to the recent rain. I told him that his basement was not my problem and that it was his job to deal with the poor reliability and service I have received from Soref's regardless of what may be going on in his personal life. He told me I needed to be more compassionate and that I was rude to him and he did not need to listen to me be so condescending to him. My feeling is that even if he felt that I was being rude and condescending, he is still the manager of Soref's carpet and it is his job to deal with late sales people, untidy installers who lie to the customer and state that the carpet just needs to "settle" even though they really just did not properly join the cut carpet together, and late service techs who then don't even show up. I should not have to listen to him talk about his basement and about how my carpet seams are just not important to him right now. What poor customer service provided and he is the manager! He then asked me to verify my phone number and told me that Gary, the owner, would call me back because he just didn't want to deal with my problems.
6/25-Gary finally came to my house after canceling with me once and simply not showing up twice. He brought with him a salesperson, Paul. They determined that one line in carpet was due to a defect in the carpet. Gary said that it would be very difficult to replace so he offered us money back. We agreed to take the credit. They then determined that the other line is, in fact, a seam. However, Gary stated that the seam was done properly. When I questioned why it was visible, he said that it needed to settle. I asked for an estimate of how long it would take to settle and he said it would take a month. So, I agreed to wait one more month. If the seam has not "settled" (meaning we should not be able to see a line at all) by then, Gary said that he would come back to take another look at it and that either the carpet would be fixed or we would get some more money back. I truly do not believe that the seam will settle and I hope that Gary keeps his word by coming back on July 26th if it is still visible at that time.
7/26 - Guess what the seam has not settled and is still visible. I called the store and asked to speak with Gary. Gary got on the phone and he acted surprised that the seam was still visible. He said that it is one of the best seams he has ever seen and that the only reason it is visible is because of the type of carpeting I chose. He also stated that if I went to his house I would see some visible seams there too. I have never heard from anyone that it is normal to see seams on certain types of carpet. He made an appointment for 7/28 to come out to my house to look at the seam and try to pound it down again. He did not give me a specific time but agreed to call me 30 minutes prior to arriving at my home on 7/28.
7/28 I stayed close to home all day long waiting for Garys call. At 2:32, Paul the salesman called me to let me know that Gary would not be able to make it over to my house due to an emergency with his wife. This guy sure does have a lot of emergencies, especially when I have appointments set up with him! Paul said that Gary left him a note asking that he give me a call and let me know that he would come on 7/29 at 3:00. Again, I wasted another day waiting around for someone from Sorefs Carpet City only to have the appointment broken!
I had plans for 7/29 and decided that I did not really want to cut them short to be home by 3:00 on 7/29 especially since Gary's track record for showing up is not good. So I decided to call Paul back and ask him to tell Gary to come after 4:00. Paul responded that he has no control over Gary's schedule and I would need to talk to Gary about rescheduling, and then he went on to insinuate that I am just trying to get my carpet for free. Are you kidding me? We spent $2946 (less $500 refunded for the defective carpeting in the master bedroom). That is an awful lot of money to spend to just accept a visible seam in the middle of my hallway. I am an unsatisfied customer who has been stood up, had appointments cancelled on, been spoken to disrespectfully by two Soref's employees, and been given the run-around. At this point, I would be happy to just have them rip out all of the carpet and give us all of our money back just to prove to Paul that I am not trying to get free carpeting! If you value good customer service and being treated with respect just because you are the customer, then DO NOT shop at Soref's Carpet City.
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