Complaints

This profile includes complaints for Norman Carpet One's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Norman Carpet One

  574 W Lancaster Ave Bryn Mawr, PA 19010-3863

• 

  Norman Carpet One

  60 Greenfield Avenue Ardmore, PA 19003-1204

• 

  Norman Carpet One

  550 Brook Rd Conshohocken, PA 19428-1147

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:01/25/2023

  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.

  Purchase Date: November 16, 2022 Delivery Date: November 29, 2022 Installation Date: November 29, 2022 Date Issue Observed: December 15, 2022 Cost: $5,165.42 I had carpet installed in my home, purchased through Norman Carpets in Bryn Mawr, located at 574 West Lancaster Avenue Bryn Mawr, PA 19010. After a few weeks we noticed several "pulls" in the carpet that concerned us. We reported the issue to Norman, they send out the original installer for an inspection. The installer relayed that, in his opinion, after doing installs for 20+ year, he felt there was a defect in the carpet, and that it should be replaced from a new roll of carpet, not from the same role as the whole role may be bad. Norman Carpet then sent an "independent" inspector, from *** *********** to the home on January 12, 2023 (***** ** *****). Kelly denied the claim, stating in the "Site Related Issues Observed" section that, "Slight pulls are consistent with a site related cause from possibly pet activity". We do have two small dogs who rarely go to the second floor, but, who do walk on the carpet. We also have similar carpet in our dining room, where the dogs also walk that has been in place for 10+ year, and has not a single pull in it. We were never told, prior to purchase, or installation that owning dogs, who would obviously walk on the carpet may cause this kind of damage to the newly installed carpet, and the sales person, Julie even sold the carpet we purchased referring to is as being "a great product for high traffic areas and pets". Had we been told, prior to the purchase and installation that this product was not the right product for us, and the stairs of our home, as a consumer, we would have refrained form making such an expensive purchase, and we would have looked for more "pet friendly" options to have installed. We have requested an appeal to the decision, Norman has "washed their hands" and deferred to the manufacturer, who we are trying to reach now for a resolution. It is disheartening to say the least that Norman carpet, who claims to be customer service oriented and who "stands behind their products" is not willing to make this right for the customer. We simply want to have the carpet replaced, or be refunded as there is undoubtedly going to be additional issues with this carpet in the future that will not be covered.

  Business Response

  Date: 02/02/2023

  We received Complaint ID ******** via postal mail, and I am writing to you in response to the complaint. I spoke to our customer, ***********************, on Wednesday 2/1/2023. We have come to an agreement and *********************** has agreed to remove his complaint. 

  
  

  Customer Answer

  Date: 02/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I did speak to the business as outlined in the response, and I did agree to "consider" removing the complaint with the BBB as requested. I am currently waiting to take those discussed steps based on the promise of additional repairs that are being scheduled, and a 30 day agreed upon waiting period wherein we agreed to see how the carpet responds. If additional issues are observed, per the business, I have been told that they will support me, either in the form of replacement or reimbursement. I will gladly remove the BBB complaint once I feel that I am in a place  where I know what the next steps are. Based on the conversations and issues to date, I feel it is only fair to me, to wait for the 30 day period to pass before removing the complaint. 

  Regards,
  
  ***********************

  Business Response

  Date: 02/09/2023

  I would like to take the time to document *************************** (the customer) experience and complaint in its entirety. **************** came to our showroom to select new carpeting and advised the salesperson that he had dogs in the house. The salesperson made suggestions for the new carpet based on that information but **************** was adamant about the style of carpet he wanted and selected an alternate carpet. There is no carpet that is immune to potential damage caused a dog, and inevitably, style and color play a role in selection. The carpet selected by **************** was then installed to his satisfaction. The original complaint received by **************** was regarding "pulls" in his recently installed carpet. We subsequently submitted a claim with the manufacturer. The manufacturer sent an independent inspector to inspect ******************** carpet. The claim was denied and the inspection report and denial letter that we received from the manufacturer were sent to ****************. I have also attached the inspection report to this message. Carpet manufacturers rarely warrant material when installed on steps and do not approve claims for product damage caused locally, such as by pets or vaccuums. 
  
  As an accommodation to our customer, we agreed to cut and seal the pulls. An employee of Norman Carpet went to the job site located at ****************************** in Gap, PA and completed the accommodation. We followed up with **************** to make sure that this was completed to his satisfaction. **************** replied that it was not completed to his satisfaction as some of the pulls were not cut and sealed due to the lighting at the time of day that the work was performed. I spoke to **************** via phone and advised that we would be happy to come again to cut and seal any pulls that were missed. I then proposed to **************** that he waits about a month to see how the carpet performs before any additional steps are taken. I asked that **************** remove his complaint with the Better Business Bureau since we were communicating and addressing his concerns to his satisfaction. **************** agreed and stated that he would remove his complaint. I advised **************** that we stand behind our work and products we sell, however, I did not commit to replacing the carpet installed or reimbursing any money. 
  
  **************** received a quality product installed professionally as stated by the manufacturer's independent inspection. At this time, we are addressing all of ******************** concerns. 
  
  

  Customer Answer

  Date: 02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The first line, in its entirety is a bold face, and unsubstantiated lie. I did relay that I had dogs, correct, this was to be 100% transparent with the salesperson, and to ensure that we chose the proper recommendation regarding the correct carpet to install. At NO TIME, did the salesperson, *************************** try and talk me out of the carpet that was ultimately chosen, actually, the complete opposite took place. *****, with the proper information in hand, from me, recommended the carpet that we had installed as the product that would best serve our needs, those being ,"High-Traffic areas" and "Dogs". As I mentioned previously, had she been clear that this product was not the proper, or the best one for this are, and our needs, I would have looked at other options, and taken her suggestions into account before spending the amount of money that I did on the product.

  The original installer, with 20+ year of carpet experience said that the carpet appeared to be a "bad lot", he said this, not us. I was then told to call the manufacturer, who told me that Norman should have never suggested that a customer call as they are not permitted to discuss these types of complaint. So, if Norman carpets, *************************** knows this process, why did they suggest that I call the manufactured to continue the complaint? Was it to avoid dealing with the issues themselves, was it to mislead me once again, or was it an attempt to place the responsibility on someone else, as they have done the entire time. They did send someone to inspect the carpet, the findings did not clearly state without a doubt that the damage was caused by pets, they left it open ended, saying "Slight pulls are consistent with a site related cause from possibly pet activity". "Possibly", meaning they don't know how the pulls happened, hence supporting my claim that there is an issue with the carpet itself. Not the installation, the carpet itself which would be replaced the carpet in its entirety.

  Repairs were made, yes, but, now when you walk in it, it feels as if you are stepping on sharp objects, I assume from the super glue used to fix the pulls that were clipped. Again, for 5k +, I should not be forced to walk on sharp areas of the carpet, and my pets should not either. My pets, and family may actually sustain injuries from these sharp areas, another issues with the repair methods that support a total replacement. I am simply looking for Norman Carpets do provide the proper, and correct customer service that they claim they do so well, yet they have done nothing but twist the truth and look for ways to avoid replacing the carpet, why?

  In the end, the continued back and forth is doing no one any good. I am looking for a total replacement of the installed carpet with a similar, but proper product for a high traffic area, in a household with pets, nothing more, nothing less. If that it not acceptable, I am requesting to be reimbursed for the total price of the installation and purchase price of the product as it has failed to meet the standards of a proper product from a "reputable" company. The continued lies, and attempts to avoid taking responsibility are sad, and show that this company doe not care about the customer, or its reputation, again which is sad for us, the wronged consumer. 

  I look forward to a solution rather than additional emails and mistruths. 

  Regards,
  
  ***********************

  Business Response

  Date: 03/10/2023

  ****************, 

   In an effort to resolve the matter, as requested, we are willing to provide you with an equal store credit to the amount of the original invoice to be used for replacement carpet at Norman Carpet One. You will need to come to our showroom to select an alternative carpet that will suit your household's needs. The replacement carpet can not be the same carpet or made by the same mill. If you choose a more expensive carpet, you will be responsible for the difference in price.  There will be no credit for a lower priced replacement carpet. 

  Cordially, 

  *******************;

  Customer Answer

  Date: 03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18894487
  
  I am rejecting this response (temporarily) because I would like to ensure that I am 100% clear on the terms of the offer, which I do appreciate:

   

  Dear ***,
  
  

   

  
  Is there a time limit to when I need to redeem the store credit for the replacement carpet?

  Do I need to visit the original location where I purchased my carpet, or can it be through any of your locations?

  Does the replacement value that is being offered include installation?

  Please confirm the total dollar amount of credit that I have on file, which should match the original invoice and amount paid by me for the original purchase and installation:

  Many thanks for the additional clarification and for the offer of a replacement credit. Once I have all of the aforementioned answered, and then a document from you with these terms I will agree to,and removed the complaint.

  Business Response

  Date: 03/30/2023

  Hello *****, 

  There is a time limit for the store credit. The offer is valid for 60 days from today, March 30th 2023. 

  You may visit either of our two locations (574 W Lancaster, Bryn Mawr PA 19010 or 550 Brook Road, Conshohocken PA 19428) to select the new carpet. Please ask for the sales manager in either of the stores as they will be briefed on the circumstances of your replacement and will help you select new carpet. 

  The replacement value is the same as your original invoice amount of $5,165.42 which included all materials and labor to complete the project. You have a credit of $5,165.42 to be used for the replacement materials and labor for your project. 

  Regards, 

  *******************;

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

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