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:11/14/2022

  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 give Instock Flooring a zero rating. I paid a deposit of $1400 to *** on October 10, 2022. They were slow to order my carpet. The room was measured by a different store who said that we needed 43 square yards, before we contacted Instock Flooring. An owner, *****************, measured our carpet to be 50 square yards which is 7 square yards larger than it needed to be. This would cost $400 extra, just to be thrown away. They do not answer the phone or return calls. Their installers were a NO SHOW 2 TIMES. The installer laid the carpet a month later on November 10, 2022. The installers did not have any instructions or diagram, no supervisor, or translator. The installers were from South America and did not speak English. I called the installers after they left and they had to have a translator. *** promised us that the carpet would be laid in 3 sections. It was laid in 9 pieces with seams in high traffic areas going the wrong direction. This will not wear well and the seams show. The day after the carpet was installed, ********************* came to our house. He said that there were not 9 seams, then changed his mind and said that he could see them. He said for us to walk on the carpet for a month and the seams would not show as much. This was his resolution. He said that he would go back to the store and think about it. I would like my $1400 payment back.

  Business Response

  Date: 11/17/2022

  ll, 
  
  
  For your report to the better business bureau to be accurate, some additional facts need to be mentioned.  
  
  
  **** came to your home and measured your project at 50 yards to fulfill your requirement to have seams where you requested.  However, you called and came in to the store with a diagram asking for a remeasure.  This resulted in *** coming to your home the evening of Oct 10th.
  
  
  For your carpet to be installed the way requested, with seams where you desired, it would result in extra carpet being needed to complete the jobs.
  
  
  When *** came to your home for a remeasure, he told you that the job could be installed with 43 yards, but it would result in extra seams. This was explained to you and your husband in your bedroom. You told *** at the time of the second measure that it wasnt worth the extra ******************************************************* fewer seams. 
  
  Our installers are wonderful, the one you mentioned is here on political asylum from South America. He has a member of his crew that has ********************************* **********, and if you put his race aside, ***** learn that he is a good man that speaks great English.  
  
  
  
  
  The installers were provided with a seaming diagram, along with their work order, which was laid out the way that was discussed in your home on October 10th.  
  
  
  The carpet was ordered on the evening of October 10th from Bens home (after hours,as to accommodate your extreme tight timeline), we can provide the documentation that shows the order information. 
  
  
  As mentioned previously, and discussed multiple times, you had an extremely tight timeline, and we scheduled the carpet to be installed on the 2nd of November, upon the stipulation that the carpet was delivered on time. On or around the 14th, you called and asked if there was any way we could install your carpet that Friday as you had family coming for the Deer ****.  We told you that there was no way it could happen, so we rescheduled for the 2nd of November.
  
  
  On the first of November, we were in contact with you and notified you that our installer we had scheduled wouldnt be able to install on the 2nd due to illness, but we had another installer available on the 3rd. You declined, and told us it didnt work with your schedule so we rescheduled for the 10th.   
  
  
  After the inspection by *****, it was discussed that we would completely replace the carpet at no cost to you. Please take note that 50 yards of carpet is on order. 
  
  
  Weve tried calling you several times, but you dont answer your phone, and your voicemail box is full, and cannot take any more messages.  
  
  
  You finally called us back on the evening of November 16th, and you were told of the plan that we were going to come and completely replace your carpet.   
  
  
  The next day, we saw an email from the better business bureau with you complaint, asking for a refund.   
  
  
  Please, call us during business hours so that we can discuss how we are going to proceed.  You requested a refund and filed a report after a resolution was agreed on. We do not know how to proceed because of the lack of communication from you. 
  
  
  Thanks
  
  
  Instock Flooring.