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Business Profile

New Carpets

Flooring America Supercenter
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:08/05/2024

    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 Mist carpet from Flooring America over the phone on 6/27/2024 with an agreement to have installed on 8/5/2024. We have very little time to have this installed as we need to be moved out of one house and into the install location by 8/16/2024, and obviously we cannot move until the carpet is in. On 8/5/2024 installers showed up with carpet similar in color but much thinner and of a much lower quality. We immediately contacted Flooring America and were meet with resistance immediately.Upon calling Flooring America and speaking with the owner we were simply told we would never be sold Mist carpet for the price we paid. There was no urgency to help us and correct their mistake. There was absolutely no solution offered pending they figure out how we got here and no explanation as to what that even means. Given our time crunch Flooring America is creating pressure to accept carpet of lower quality than what was agreed to while they pocket the difference.The installers have lost a day without being paid since they cant install the wrong carpet and we are being pushed further and further into missing our deadline because of Flooring Americas behavior.

    Business Response

    Date: 08/13/2024

    Dear *******************************,
    We sincerely apologize for the inconvenience caused by the mix-up with your carpet order. We understand how frustrating it must have been, especially given the tight timeline for your move, and we want to assure you that we took immediate action to resolve the issue as quickly as possible.
    When we realized that the wrong carpet had been ordered, our sales manager worked diligently to secure the correct Mist carpet, expediting the process and keeping you updated daily. Thanks to these efforts, we were able to install the correct carpet in two of the bedrooms the very next day. The rest of the replacement carpet was received within just four days, well ahead of the typical 7-10 day timeframe. We then completed the installation over the weekend, ensuring that the entire project was finished by the original deadline of 8/12.
    We deeply regret the mistake and want to make things right. Thats why we absorbed the price difference of $3,941.80 between the two carpets, providing you with the high-quality Mist carpet at no additional cost.
    At Flooring America, customer satisfaction is our top priority, and we are committed to delivering both exceptional products and service. We appreciate your understanding and are confident that you will enjoy your new carpet for many years to come. If there is anything else we can do for you, please dont hesitate to reach out.
    Thank you for your patience and understanding.
    Best regards,
    *****************************, Sales Manager, 
    Flooring America

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