National Floors Direct Complaint - Wrong Carpet / Poor Resolution
CHELSEA, MASSACHUSETTS -- I ordered three rooms of Putty Grey berber carpet in early May. When the installers arrived two weeks later, I told them that the color seemed much darker than I remembered. After listening to the Installation Manager double-talk me for five minutes ("you only saw a small sample, you looked at several samples, you probably don't remember"...), I allowed them to install the carpet. The more I looked at it, though, the more I was convinced that they had brought me the wrong color.
It took almost two weeks to get my salesman to return with the sample board. As it turned out, they did bring me the wrong color (Bistre), which was much darker than what I had ordered. It took them until the end of the following day to agree to replace the carpet. During this time, I had to converse numerous times with "Cora". This woman has no business holding a customer service position with any company. She was always rude and antagonistic and would fit right in at the RMV.
When they finally did agree to replace the carpet, she acted like she was doing me some huge favor. She also called me to complain that I had posted comments detailing my experience on their corporate web site! What incredible nerve. There was never any consideration given for the time I lost getting the salesman to return or for another whole day lost from work while the carpet was installed a second time. I would NEVER do business with this company again.