Lowe's Reaching A New Low
WEYMOUTH, MASSACHUSETTS -- On November 7, 2008 my husband I purchased carpeting from Lowe's for our newly renovated master bedroom, stairs, hallway and enclosed porch. 2 separate carpets, one for bedroom/stairs, and one for the enclosed porch, hallway. We were told it would take at least 14 days and given a date of November 28, as the day it would be installed. After that date, we were told that now it would take until December 12 as the carpet going in the bedroom/hallway was in production and they were going to take $300 off the total purchase. December 12th I contact the store to see if the carpet arrived. I was told that someone had written in that I was notified and they were going to verify it and call me back. No call back. I waited till the following day and called again and was told the person who took our sale was out but someone would contact me on Monday.
The installer called Monday morning and said that he would be busy all this week except for from 3-5 pm today. We set up that he would come out that day. When they arrived they brought in a couple of rolls of installation pad enclosed in plastic with our name on it and a couple of smaller rolls not enclosed in plastic. I had asked why some were not enclosed in plastic and was told that they brought extra, that Lowe's doesn't give them extra anymore because they started tallying up the leftover amounts and realized that the installers were not returning it, which the installer said they never did return the leftover.
Then they brought the carpet in, right away I said this is not the carpet I ordered (bedroom/stairs carpet). The installer said that he ordered the enclosed porch carpet for one piece but they gave him two pieces. I said I do not want a seam (Berber carpet-seam would be visible). The installer called the company and they checked and said it was the rug I ordered. The installer went back to the store(with the enclosed porch carpet)and brought back a sample board (which they had just very recently updated all their boards as they do every couple months.) On the board was the carpet with the sample that said very berry. I said the very berry I ordered was a frieze. It was offwhite, with lavender and raspberry colored flecks in it. The carpet brought to me was a plush/saxony carpet very light purple/beige tone to it.
Our not so new purchased bedroom set had been in storage at the place of purchase and we were paying a daily fee for it to stay there. (This is why they were going to give us $300 off our total order. They said they would check into it, and replacing it would not be a problem, so I reluctantly gave in.
As one of the installers was laying the stairway installation pad down my husband and I went upstairs to see how the seam was coming along on the bedroom carpet. I noticed that the stairway installation pad on three stairs had very large pieces of clear tape on it and questioned that. The installer told me that all installation pad has some tape on it. Down some more stairs, I noticed in a few spots that there was matting with no pad on it whatsoever. I questioned that and the installer said, oh I'll fill that in later. I noticed that the installation pad on the stairs seemed very thin. Then I took a close look at the extra pad they brought in and the pad still enclosed in plastic. It was noticeably thinner. I went over to feel them and you could feel that the extra padding was not as dense as the one enclosed in the plastic.
The other extra padding they brought was discolored and had a brown stain going down the whole center of it. This is what I believe was used on the upstairs bedroom, as the installer at one point told me that that roll was the leftover balance from the bedroom. Now, I only purchased the basic padding. This is the minimum grade of padding that Lowe's sells. I stated that the extra padding they were using was not as dense as padding in the enclosed plastic. Told them I wanted a sample of each cut. And would bring it to Lowe's. The installer who did the bedroom got upset, threw the extra flimsy padding and another roll of padding outside my front door. And said he would redo it. They changed their story several times about the extra padding, saying it was given to them by Lowe's, that it was used on the last job they were on, etc. The installer who did the bedroom said that it wasn't him who did it, and that he was glad I caught them. So they tried to use a less grade padding that they had instead of the padding that I had purchased. If anything, stairs need a good grade padding. They did minimal vacuuming of the bedroom, and did not attempt to vacuum the stairs at all. They never swept up the enclosed porch in which they opened all the carpet rolls in, threw all the old tacking etc. I inspected the brand new stained woodwork, molding, etc. And saw gouges on several corners, scratches all over the baseboards and gouges on my hallway door trim over 18" in length from where they carried the carpet up. I mentioned that to them.
The next day I went to the store, and looked to try to find the carpet I ordered. As I said, they recently updated ALL their boards and it could not be found. At the Pembroke store, very berry is a cranapple color. Abington store was closed to public as it was under construction so I could not check that one out.
I spoke with 3 of the flooring sales people there and the Floor Manager. I questioned them about the padding and brought samples to show. I asked how many rolls encased in plastic should I have received, they said 6. I said there is no way that kid brought in 6 rolls. Then later, they said not all the rolls would have been in plastic. ??? I told them everything that the installers did. I also told them that I looked in my dumpster to try to find the pieces of flimsy padding, and old tacking that they wrapped up in plastic, and found several rolls of carpets that were not mine, boxes of tiles, toilet seat, etc. The floor manager did not find what they did as inexcusable. He stated, "yeh so they tried to use some old padding". I said that's not right, that's not what I paid for, stairs need good padding, it's a fraudulent practice what they did. I also expressed concern over what padding may have been used on the bedroom floor as I did not see that one they had laid down. He said he'd come over and rip up a piece and check it himself.
The Floor manager came to my house, he looked in the dumpster and said he thinks that they emptied out the trash that was in their truck. And he was going to ask them which I replied oh and they will just admit it, he said to me they will. And if he found out that they did, then they will pay to have the dumpster dumped (it cost us $749.00 last time). He came into the house, looked at the roll of other extra padding they brought in and said it can get discolored by not being in plastic. I said fine, but what was the brown going all the way down the middle of it. He assured me that it was the same grade of the one that purchased, I know for a fact, they used the discolored roll on my stairs. The Floor Manager looked at all the gouges and scratches and said he would give us $100.00 towards the touch up, a $100.00 store gift card. He also offered me $200 if were to take the Berber carpet in pieces and have a seam on the enclosed porch. I said that's $300, plus $300.00 for the waiting on the carpet. He apparently had forgot what he himself had promised us.
So, he said well I will have to go back to the store and come up with a figure. He asked if they even vacuumed, when he saw the stairs. I said minimally upstairs not at all on the stairs. He said they are supposed to leave it with all the mess cleaned up. He left the house and said he'd call me tomorrow. No call. I called them and said ya know I just noticed that even though the customer copy has the item numbers of what you now have matching up to your sample boards, it lists it as a plush/saxony type. I ordered a frieze is that where the mix-up could be. I asked if the floor manager was the store manager, and was told there is someone over the floor manager, was given his name, and was then told but they don't get involved. I said, well they may have to.
The floor manager called back and he said someone could have made a mistake. I said well you said that you are doing inventory right now, it shouldn't be so hard to locate in your computer system what you had as the very berry frieze. He said they are inventorying pads only. He stated he would stop at the Pembroke store as its close to home and he would check to see if a very berry frieze was there and would call me tomorrow.
The contractors I had doing a lot of the work in my house came today, saw the rug and right away said this is not the rug you ordered, or the rug that they saw. They had previously gone to Lowe's for supplies and checked out the rug I had ordered. Even they knew it was a frieze, and said it had purpley, pink flecks in it.
The more I think about how Lowe's has tried to deceive me the more upset I get. I believe when they updated the boards, they chose something (probably something lying around on hand) and now named it very berry. When I make the call tomorrow, because I'm sure they won't contact me I am going to tell them that I do not want this carpet, nor do I want them to reorder the Berber carpet and because of their deceit, and their non felt dismay of the installers deceit, that I plan on taking my business elsewhere.