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Business Profile

Carpet Layers Supplies

Shagtools.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet Layers Supplies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2025

    Type:Order 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.
    Horrible rude customer service and they refuse to refund or send my item 3 months later. They are thieves

    Business Response

    Date: 01/06/2025

    Hello *****, I am sorry your interactions with us were unpleasant and that you had a negative experience. We will review the interactions with our team to see where we can improve.

    Looking into your other order details, I see that you placed your order on October 24th, and were notified on October 28th that this item was not currently available. You let us know you were willing to wait for it,so your order was kept open and no refund was immediately processed.

    Once we received stock of the item on December 26th, we reached out to confirm the details for delivery of the item. As we went back and forth on fulfilling the item or simply cancelling the order, you decided to cancel the order and receive a refund.

    A refund was processed for the entirety of the order on January 2nd, and an invoice of the refund was sent over as well. If there is anything else we can do for you, please let us know how we may assist you.

    Thank you and I apologize again for your negative experience with our company,
    ShagTools

  • Initial Complaint

    Date:02/15/2024

    Type:Product 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.
    They are selling a product on Amazon.com. the product states that it covers 101sq ft. It does not state the dimensions of the board. When I received the boards they were to small to cover my 38 Sq ft bathroom. In order to get my money back from this deceptive purchase They want me to pay $120 after they were not honest about their product.

    Business Response

    Date: 03/07/2024

    Hello ******, 

    I am very sorry to hear about your experience with us at *********, and the long back-and-forth you had with the customer service rep that handled the communication with you regarding your return. This experience does not reflect the service we strive to provide to our customers. 

    Looking into your order, I see that a refund has already been processed. I'm glad to see that the resolution you were looking for has already been completed. Please reach out and let us know if there is anything further we can do for you. 

    Thank you and my apologies again for your experience,

    *********

  • Initial Complaint

    Date:11/14/2023

    Type:Product 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.
    On October 31, 2023, I placed Order No. ***** for $58.91. They sent a wrong item to me. When I advised them, they referred me to their return policy. I asked if they were paying the return shipping costs since it was their mistake, and they sent me a return label. Now they want me to bring the package somewhere and have it shipped, which I cannot do, instead of them having the item picked up by *** or ****** or they want me to schedule a pick up at my expense. It is their responsibility to appropriately correct their own mistakes, not the customers. A customer should not pay for the company's mistakes nor be responsible for fixing them.

    Business Response

    Date: 11/27/2023

    Hello,

    The customer received the correct product, but the manufacturer changed the name of the product which is understandably confusing. We explained the situation to the customer and offered a free return label and a full return. The customer accepted the terms, but wanted us to schedule a carrier pickup to grab the package from their home address. This is not a service we can offer and we do not advertise return pickup services anywhere on our website. We communicated promptly to the customer that we are not able to schedule a carrier pickup on their behalf, and we heard no further correspondence from the customer since November 14th. 

    Looking at the tracking information for the return label we sent the customer, they have already placed the item in the carrier's hands so we will promptly refund the customer as soon as the item arrives back to us. Given that the situation is nearly resolved in the buyer's favor, I am hoping this complaint can be settled amicably. 


    Thank you,

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

    Customer Answer

    Date: 11/29/2023

     I am rejecting this response because:
    *********** claims that the manufacturer changed the name of the product, which is not true.  There are two different products.  *********** advertised one of the products, with a picture, and shipped another.  Since it was the company's mistake, it should not be a customer's responsibility to have it shipped back to the company, especially if a customer has an illness, is disabled, does not have transportation, or lives far from places to ship from.  *********** will not take full responsibility for their mistake.  It is poor customer service.


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