I met with sales agent Mike on August 2 to purchase some carpet for three of the rooms in my house. Two rooms would have the same carpet/pad and the third had a different carpet/pad. I had measured the rooms but Haynes needed to send out their own person to verify the measurements. The room in dispute measures 11.5' x 12' and I asked for a 12' width carpet to minimize waste. We agreed with the given room size, 12' would be sufficient.
The measurer came back and changed the required carpet width to 15' and with the revolving credit agreement my bill was automatically increased. When the installers came out, they immediately cut off a 3x12' strip of carpt as waste - waste that I paid for at over $20/square yard. The installers wondered why in the world I would have orderd 15' of carpet (so did I).
I don't claim to know much about carpet installation but I called Mike to ask him why the measurer increased my carpet size and why the installers cut it right back off. Unfortunately, after 6 unsuccessful attempts at calling him and leaving messages for him I decided to work with the manager, Jeff.
After several attempts, I did get ahold of Jeff and he had told me that he would have another measurer come out to verify the measurements but it was an empty promise - nobody ever showed. Finally fed up, I went back to the store on December 28th only to find there was nobody there that could address my question. The salesman did say he'd take down my name and number and have Jeff call me. I laughed at him and gave him my information and told him that based on historical patterns I didn't hold out much hope to get a call from anyone.
I'm not looking for anything other than an answer to a question. Basic customer service SHOULD include returning customer calls and answering simple questions. I believe I've been patient as I've tried to work this for 5 months with no success.
In addition to the above issue Haynes:
- Told me the carpet I ordered was in stock and could be installed immediately but after I left the store I got a call saying it was backordered and wouldn't be in for a couple of weeks.
- The installers brought out the wrong padding for one of the rooms.
- The installers cut one of the carpets too short and had to go back to the warehouse to get another piece. When they got the new piece back and laid it down they were dismayed to see that it still didn't fit - until they rotated it 90 degrees.
- Before he even got in the house, one of the installers (an elderly gentleman) threw his back out and was laid out in my driveway in agony and was unable to participate in the installation.
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