Up until today our experience with this company had actually been great from start to finish.
From the moment we walked into the store, everyone was friendly and helpful. The owners son who came out to measure was super nice, professional, and great to work with. The installers were also wonderful -- kind and respectful. Even after the installation, when the issue came up of the wrong color of carpet being installed in a small area, the person I spoke with on the phone handled it kindly and professionally, they got the right color ordered and the issue was resolved. I truly thought everything was taken care of and we were ending on a positive note.
Then today, the owner called me and completely bitched me out.
She immediately became argumentative and repeatedly insisted that her son "doesn't make mistakes," that they had "been doing this for so many years," and basically implied there was no possibility of any misunderstanding on their end.
To be completely fair, the original miscommunication very well could have been my fault.. But wow -- the way she came at me was absolutely unbelievable.
And to be clear, this was never even about who was paying for the mistake.. It was simply about getting the correct carpet installed in the small area and moving forward timely and professionally..
I explained that there may have been a misunderstanding, especially since the person I spoke with the night before had already handled it so politely. She said she didn't know who that was and that wasn't handled right. She stated I should have told them as they were installing it that it wasn't right and I told her I wasn't even home when they were laying the carpet. That is why I called that evening. At that point I said it would be best if we just canceled the reorder and we would go elsewhere. She then started going off about how the carpet had already been ordered. I told her fine, we would still take the carpet -- and she literally HUNG UP on me mid-sentence.
You better believe I called back and stated, Ma'am you just hung up on me. A paying customer - because I honestly couldn't believe a business owner would behave that way toward a customer. Instead of apologizing, she became defensive and continued with the same attitude.
So while every single interaction before this was positive, the owner's behavior completely changed my opinion of the company. We will pay for every single piece of carpet they laid and reordered but I will find a different company to install it. There is not a chance in hell I'll ever be going back after the way I was treated. read more