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Business Profile

Hardwood Floors

Carpet City

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardwood Floors.

Complaints

This profile includes complaints for Carpet City's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Carpet City has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Carpet City

      1000 Bristers Hill Rd Wausau, WI 54401-8342

    • Carpet City

      3909 Circle Dr Holmen, WI 54636-9187

    • Carpet City

      8210 Washington Ave Mt Pleasant, WI 53406-3731

    • Carpet City

      3640 Plover Rd Wisconsin Rapids, WI 54494-6830

    • Carpet City

      3816 Shawnee Ln Rhinelander, WI 54501-9507

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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 type

    • Initial Complaint

      Date:06/06/2023

      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.
      We purchased our house I September of 2020 and had carpet purchased through the builder with Carpet City. The carpet has been subjected to normal use, regular cleaning, and the product has become so matted and worn the carpet is beyond help. I reached out to Carpet City Feb 4, 2023 for a warranty claim. An individual from Carpet City came to take pictures and a copy of my receipt for professional carpet cleaning. After months, I was informed a warranty claim wasnt submitted which required the same individual to come back and take pictures again to submit a warranty claim. Shortly thereafter, we were informed the manufacturer wouldnt warranty the claim. No reason was given even though we were well within the warranty period. We were offered a resolution of $0.90/sq ft off the purchase of new carpet with free install even though rip up/haul away and stairs would be extra. This offer would require us to spend over $5000 to replace a product we had paid for less than 2.5 years ago. We are interested in paying to replace the product with a better product but only at the cost difference the builder would have paid for if the better product would have been installed first. We dont believe we should pay for install since this is no fault of ours expect for being sold a inferior product.

      Business Response

      Date: 06/07/2023

      Hi **************,
      Carpet City Flooring Center is wanting to work with you to find an upgraded product with greater density and performance at a cost that will be substantially less than the $5,000. that you stated.
      We respect your privacy and confidentiality so please contact the store manager at ************ to discuss your final cost. He will also reach out to you today to discuss your options to get the quality you desire.
      Thank you and have a wonderful day,
      Carpet City Flooring Center customer care

      Customer Answer

      Date: 06/07/2023

      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.

      I received a call from the General Manager and we are working out a time to discuss options in person. Im not comfortable closing the complaint at this time until after that discussion and a resolution is reached.

      Regards,

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

      Business Response

      Date: 06/09/2023

      Status update, The customer is meeting with the store manager on 6/9/23 to discuss his replacement options. 

    Carpet City is NOT a BBB Accredited Business.

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