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Business Profile

New Carpets

Carpet Clearance Warehouse - The Rug-It Riders
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Carpet Clearance Warehouse - The Rug-It Riders's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carpet Clearance Warehouse - The Rug-It Riders has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:12/06/2023

      Type:Service or Repair 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.
      We purchased carpet from Carpet Clearance Warehouse - Rugged Riders Warehouse on November 30, 2023 to December 01, 2023 which was 2 day layout. The carpet layer had his two boys as helpers and they covered every room with footprints and I was tired. So I waited till Saturday morning to vaccum the carpert and about evey 3 ft of every room there was a defect that was very noticeable. Now I know why they were crushing down the carpet. I called Carpet Clearance Warehouse to to let them know, so they could send someone out to check. I had the defects marked so they were easy to spot, however the person that came out did not like that I made them so obvious. He did agree that it may be a carpet flaw. Nothing was done after he left, so I went into the store and the sales person that I had been dealing with was rude and abrasive toward me. My husband and I are both 78 years old and have had carpet laid in 5 different homes without any problems what-so-ever. I called the sales person again and he was rude again. I have tried with no progress to get our problem resolved. The last time I talked with the salesman he said they would return our money and tear up the carpet. A different carpet layer that came out and agree that the carpet was defective and he ripped up the carpet and returned it to the store last Saturday. It is now Wednesday and they have not issued a credit off our credit card as of today, My house is a **** & the last time I contacted the sales person he hungup on me. I just want my $7,853.24 credited off my credit card so I can purchase new carpet elsewhere.I do not have pictures as they tore it up, however the second capet layer took ************ will check to have send them to me and upload them to you with this ********************************************** email: *************************

      Business Response

      Date: 01/03/2024

      ************************* purchased her carpet on a Discover card ending in ****.  After the install, she contacted her credit card company to object to the charge on her account.  Our bank card processing company deducted the amount of her original sale, $7853.24, from our bank account on December 15, 2023.  I have attached the paperwork our bankcard processing company sent me to prove the money was taken out of our account.  We have not disputed the back charge and as of today, have not received the money back into our account.  The charge would have been refunded to her Discover card ending in ****.  There might be some confusion because *************** gave our manager, ***, a different card number to refund the money too.  However, once she filed a fraud report on her card ending in ****, we were told NOT to refund the amount onto a different card as they were refunding the amount on the original card ending in ****. Our records show the money being refunded.  I have no idea why Discover has not refunded the amount to her card. The bankcard processing customer service agent I spoke with said it could take **** business days for the refund to appear on her statement but that should have happened by now.  I have no authority to contact Discover on ******************* benefit.  

      Please let me know if I can answer any further questions.

      *************************** (Bookkeeper)

       

       

       

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