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:10/03/2023

  Type:Service or Repair 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.

  I ordered carpet july 7. After repeated attempts at checking in on the status, I was told it would be two weeks to install, they finally showed up a month later, august 2. Except it was the wrong carpet. I was assured that the correct carpet would be re ordered, & installed. Its now been a total of four months - the salesman has been fired, but no resolution has been given. Now Im out money, & have incorrect carpet in my home. The yelp reviews are terrible. I cannot believe they are still in business.

  Business Response

  Date: 11/14/2023

  This is a libelous attack perpetuated by the complainant.  She provided to you several text messages, except the ones where she approved the product style and color number.  I have attached those.  It turns out she wanted a totally different style and color.  Despite her unwillingness to accept any responsibility for her mistake, we offered a more than fair compromise.  She refused by her social media attacks.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20693407
  
  I am rejecting this response because:
  
  

  This business is Ripping off tons of consumers - they fired their salesman which should be admittance of guilt on their end 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/14/2023

   In 46 years, Twin Oaks Carpet has thousands of satisfied customers and has NEVER ripped off one single soul. We took Ms ******* concern very seriously and attempted an amicable resolution. The facts still remain:
  
  Complaintant supplied us with the style and color number she wanted
  Order was placed based on the information she supplied
  Order was installed
  
  When we were made aware of the situation that she wanted a gray color, we asked for a sample of what she actually wanted. Her boyfriend brought in a cutting of a tonal taupe color carpet. It was not the style nor the color she was asking to match. We asked for the real style name and color number, which after an hour her boyfriend supplied.
  
  Even though *************** ordered the wrong style and wrong color, we were still willing to work through any miscommunication, so we offered to split the cost to get her the carpet she actually wanted.
  
  Due to her inability to accept the consequences of her actions, she resorted to libelous social media slander.
  
  We stand by our decision. *************** received exactly what she ordered. We tried an amicable resolution but were shot down. Continued slanderous attempts at our fine reputation will not change the facts.
  
  Thank you.