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:05/03/2023

  Type:Customer Service 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 purchased some bulk carpet/pad from Cohoes Carpet on 5/1/23. On 5/2 the carpet was installed by an outside installer and I realized it was NOT the carpet I had ordered, which was the grey vs. beige. The co owner, Mark and I agreed the grey was slighty more plush. The bill says "muddy buddy" but who knows if that means grey or beige? I called Mark on 5/3 around 10:00 a.m. I told him the fit was great, he gave me just enough extra, but the carpet was the wrong one. He Said "WHAT??" and hung up. When I called back he immediately hung up again. All I wanted to know was: Are they the same price? I was not going to ask for a refund but was within my right to do so. How rude and inconsiderate. The behavior was unprofessional and all of this unnecessary- I want a sincere written apology and proof of price between the two carpets. I have had a previous poor experience with this carpet store when Mark was resistant to having the installer return bc of the poor install on stairs. His partner Paul came, looked at the job and agreed with ME. Paul said Mark's entire family is "that way". Mark reacted by telling me not to come back!! (20 years ago) The store is convenient for me- but Mark seems to have some ingrained narcissistic behaviors and maybe "little man" complex ( I am 5'8....) just searching for explanations. He will never have my business again.

  Business Response

  Date: 05/12/2023

  This customer got exactly what she purchased. The personal attacks on me are ridiculous and seem to be childish. I think that kind of explains all this. When she called the store to complain, the conversation was cut off. I didn't hang up. I'm comfortable with her never coming to my store again. After 47 successful years in business, I've come to the conclusion you can't please everyone.     Mark A. C******    Cohoes Carpet Center

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  This man is not being truthful. He screamed when and hung up, and when I called back, he hung up again immediately.  He will not work with me to resolve this. I ordered the gray carpet. I sent my sister a picture of the gray carpet as my choice  before I left the store. When I compared the two carpets, the owner agreed with me that the gray was more plush. He knows he made a mistake.   
  
  Regards, 
  
  ******* ********

  Business Response

  Date: 05/18/2023

  This customer got exactly what she purchased. I did not hang up on her. I believe this is an attempt to extort money from me. Try reading the initial complaint again. I think anyone would be able to see through this.