Complaints

This profile includes complaints for Carpetland U.S.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carpetland U.S.A. has 4 locations, listed below.

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  Carpetland U.S.A.

  7851 Plantation Road Roanoke, VA 24019

  
• 

  Carpetland U.S.A.

  4118 Electric Road Roanoke, VA 24014

  
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  Carpetland U.S.A.

  2425 Sycamore St. Christiansburg, VA 24073

  
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  Carpetland U.S.A.

  2370 Greensboro Rd. Martinsville, VA 24112

  

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:07/17/2024

  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.

  Bought new carpet for close to 9k in Nov '23. Carpet installed Dec '23.Was told new carpet pet friendly, stain resistant and easy clean up.Had a cat start having accidents as cat was unhealthy.I noticed lightened discoloration on carpet in multiple areas.Tried using hot water to extract areas but to no avail.Tried using ******* carpet cleaner and still nothing. Tried reaching out to saleswoman in June who was no help.She told me I wasn't suppose to use "chemicals" yet she told me to use Ammonia. Ammonia is highly toxic to animals so I didn't use it.After her being rude and of no help I called back to speak to manager.Was told *** is manager but out until following Monday but a message was left for him to call me. After two days of waiting for *** to call back I ended up calling him back.He said I needed to call ******* ******* and have them come clean the carpets.I wasn't happy about this because ** quoted me close to 700 and because carpet was only 6 months old and I was sinking even more money in to it.*** offered to pay me back because he felt the stains would come up.i called back to schedule a cleaning and got price down to 240.Their first quoted price included an enzyme cleaner but *** said to just do a cleaning.** came out 2 weeks ago but wasn't able to remove stains.sent tim the invoice and asked him to call me so I could tell him what tech told me.tim never called so I had to call him back.told him tech said there isn't a protectant on the carpet and that using ******* products was good to use unlike ammonia per the saleswoman.she even told me I wasn't suppose to clean my own carpets.only ** could which we were never told.tim said this doesnt happen often, where carpet is defective but it does happen.tim said he had left a message for **** with **** to get back to me to come out and take pics.Ive told *** we do not want the carpet replaced but my request is being ignored. Carpet is defective so I want my money back! That's all.

  

  Business Response

  Date: 07/30/2024

  Good morning,Mr. and Mrs. ****** will NOT allow a manufacturing rep in their house to inspect/take pictures of their flooring. We paid to have their carpet cleaned and we also offered to have it replaced at no charge to them. Then we offered them a refund of $2500.00 and they will only accept a full refund. So, unfortunately, we will be turning this over to legal.

  Customer Answer

  Date: 07/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have not once heard from the **** manufacturer claiming they will replace my carpet for free. I was told from Carpetland that I had to have my carpets cleaned by ******* ******* first before moving further. I told them I didn't feel I should have to pay for them to clean my carpets since it's only 6 months old plus I was quoted almost 700.00 to do so. Once I confirmed an appt with ** I asked for just a cleaning only and it was then quoted at 240.00. Yes, Carpetland did refund the money but it still didn't take care of the stains. I've been accused by Capetlands saleswoman that I was not to clean my own carpets but then told to use Ammonia.  Carpetland does not know what to tell customers to use correctly on their carpets because ******* ******* said to never use Ammonia.  At this point we do not feel we can trust the carpet is what we were told it would be. We did decline their offer of $2500.00 when asked for a refund. $2500.00 off of almost 9,000 is an insult. We did ask via email if theyd refund the rest of the money owed on our ** account which is $6,222.57 which ** themselves said was fair but *** said no. Again, no attempt made by **** to confirm they're even going to replace the carpet. Just emails from Carpetland saying so yet I have been told it is ***** decision,  not theirs. Alot of discrepancies going on . Yes *** threatened he was sending us to their legal dept to which I replied once I hear from their legal dept I will pass his info along to our lawyer. 
  
  Regards,
  
  **** ****** 

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In May 2023 I had ****, from Carpet Land come to my home and provide me with a quote for carpet installation and vinyl flooring for my bathroom. After negotiation and some back and forth, we placed a deposit for the work to commence. We were relocating from ** to ** and wouldn't be moving in until August 2022. We had a painter coming daily who had a key. My husband was coming on weekends and some blocks of weekdays to also prepare for our move. We MADE sure the carpet/ vinyl install was on a day my husband would be there, but they not only canceled but we had to make arrangements to have someone else there. Since we were not personally there, we were feeling very uncomfortable and again we called ****. He assured us it was a one day job. The only option we had was to have the painter let them in and thankfully he was happy to assist. Not only was it a one day job, they used a cheap padding after we upgraded to the plush one, used two different color carpets and the seams were atrocious. Again I called **** and spoke to his supervisor as well. They didn't use luon under the vinyl in the bathroom, which was included in the quote.
  To say they did a less than stellar job is really being nice. Each day i walk through the house, i am reminded of these seams and two styles of carpet which is very visible.

  

  Business Response

  Date: 04/26/2023

  ****** ******** the store manager, has settled with the customer. Claim has been resolved.

  Customer Answer

  Date: 04/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********