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Business Profile

Floor Coverings

The Carpet Factory Super Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Coverings.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:15/01/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Have issue with flooring which was purchased at The Carpet Factory. Reached out to the company who told me to forward pics, videos and receipt by email. There has been no response since. For 3 months Emails and calls are not being responded to. The last call on Jan 13th I was told by reception that the GM was busy and would return my call right after he finished with a contractor. Still no response.

    Business Response

    Date: 13/02/2025

    Good Morning *****

    Carpet Factory is sorry to hear that you are having issues with flooring purchased in 2023.My apologizes for delay in response to your initial concerns. Carpet Factory has reached out to our S*** representative to conduct an inspection on your floor. He is scheduled to be in ************ in early M****. We have to get their representative to inspect as S*** is the holder of any product related warranty. The only warranty Carpet Factory would provide is on labor and in this case we did not install the flooring in question. We will be in contact with you as soon as we confirm his travel dates.

    Regards,

    C**** ******

    GM Carpet Factory

    Customer Answer

    Date: 15/02/2025

     I am rejecting this response because:
    Business did call (finally) but I was not available.  I left a return message.  Regardless of outcome, I will not close this out until someone at least looks into the issue.  I originally contacted the manufacture who told me I needed to contact my retailer.  Retailer took over 4 months to return a call.  See attached email from manufacture. 

The Carpet Factory Super Store is NOT a BBB Accredited Business.

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