Complaint / review text:
My wife and I bought carpet from Rite Rug less than a year ago and it started to pull and run. The represenative came out and said that is was the carpet but he will go back to Mike at Rite Rug. We called Rite rug and they were going to replace the carpet but we would have to pay the difference. It was no longer in stock.
When we called back again to find out how to get it resolved. The represenative said Mike the manager told him this was not Rite Rugs problem and it was the installer. The installer came out and said it was the carpet and requested we call Rite rug. We did with the installer and Mike at Rite rug and no other manager would pick up. Weeks went by and we finally got a call from customer service stating Mike will make the decision and will call back that day. This was two weeks ago and still no call.
When I called today Mike was not in and will not be back until the end of the week. I was transferred to Don Penrod's voice mail and left a message there. All the decision makers at Rite rug do not answer the phone they hide behind the voice mail and refuse to replace or correct bad carpet. They blame the installer and when the installer wants to get into detail with Rite rug, they won't pick up or a managers is never around.