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Business Profile

New Carpets

Carpet Mill Outlet Stores

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

This profile includes complaints for Carpet Mill Outlet Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carpet Mill Outlet Stores has 11 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.

    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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    • Initial Complaint

      Date:06/06/2023

      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.
      6/6/2023- installer did not add an extra 10% of carpet for stairway and left the area filled with carpet fiber.12/-/2021- installer took extra carpet we PAID for. When contacting today after install to ask for some spare carpet in case future replacements are needed. ***** berated, insulted, and refused to help us -all for a piece of spare carpet. He only offered to SELL us a piece of at least 12 foot carpet - way more than a spare amount we needed. When we mentioned we did not receive any from the first install he called us liars stating Im not going to cut a piece of carpet for you what we did to deserve this level of treatment I have no clue. We were excited to finally get some new carpet in our home and definitely destroyed that experience for us.

      Business Response

      Date: 10/13/2023

      Mr. and ****************

       

      I first want to apologize that this was not responded to.  Some how we missed the notification.

       

      I looked into the complaint and it looks as if we had the correct amount of carpet to do the steps.  We do not usually figure "extra" to be left over even though depending on the job they may be some.  But being just a staircase there would probably not be much left except some small scraps.  Which I am sure the installer did take with him to dispose of.

       

      In a gesture of apology for not getting back sooner, and discussing the situation, I would be willing to provide you with a piece of the same carpet.  I would get a 12 foot x 3 foot piece of carpet in the Superstar Steel Summit.  Which I believe is what you had asked for.

      If this is acceptable please let me know so I can handle it.

       

      *******************

      General Manager

      Carpet Mill Outlet Stores 

    Carpet Mill Outlet Stores is NOT a BBB Accredited Business.

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