Complaints

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.

• Initial Complaint

  Date:02/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Looking For Assistance Collecting A Refund That Has Been Promised To Us
  
  • On November 2, 2022 I placed an order with Westbrook Flooring for an area carpet.
  • Expressed concern over the thickness of the padding due to multiple doorways in area.
  • Received carpet (payment in full) and the padding did not work because it was too thick
  • Brought back padding – treated poorly by owner, Russ, and could not come to resolution on thinner padding options.
  • Spoke to owners wife the next day and indicated the rudeness of her husband and she offered reimbursement of padding.
  • I reached out through telephone and text messages where she clearly stated that she would send the reimbursement check.
  • From December 2022 through the latest conversation with my husband on January 25th, 2023, again she stated that the check will be mailed immediately.
  • To date, no reimbursement of $53.52 as promised has arrived.
  • I am greatly disappointed in this family run business.

  Business Response

  Date: 03/03/2023

  Reply to BBB complaint #******** – Russell J***** Westbrook
  Floor Covering 2/23/23 – ****** *******
  This is the first time hearing about this customer’s
  complaint from BBB.
  History
  Customer placed an order for an area carpet and a rubber
  back 3/16” custom cut pad. The customer did not provide specific height
  requirements and we did not make a site visit as this sale  was for a vacation home out of the area. No
  details were ever provided by the customer.
  Customer returned to the store and told us the pad was too
  thick. We offered to replace it with a special pad that has a sticky nature and
  holds carpet in place and is only 1/8” thick. We offered to give her a piece to
  try but she insisted that she knew of a pad that she had previously used that
  would work and asked if we could provide it to her. Unfortunately, we did not
  know the name or type of pad she was referring to, she only new where she had
  previously purchased it from. (***** ******)
  She then wanted information on replacing the binding on the
  carpet we sold her as that was too thick but she wanted to pick the color. We
  told her that we do not have binding choices in the store. We suggested as we
  do to all our customers who need to select a specific binding color to go and
  visit our outsourced bindery and there she could make her selection. This did
  not sit well with her and she decided to leave the store.
  She called and spoke to my wife and demanded her money back
  for the pad and at that time made a complaint to my wife about my supposed
  rudeness. I was not in the store when this call came through. My wife filled me
  in on the conversation. Neither my wife nor I felt that I had acted rudely; we
  believe that the customer was logging a dubious complaint to support her demand
  for a refund. It is sad that we receive such feedback but understand that the
  customer may see things differently even if it is only carpet pad.
  We refunded a check to the customer for the pad after
  returning from an extensive travel schedule. We do not engage our clients with
  vitriolic behavior. We are a family business with 22 years of great customer
  service.