Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a custom rug on September 23, 2022, and were contacted on November 11, 2022, that the rug was ready for pickup. The rug remained in an empty room until we moved in March 2024. At that time, we placed several items in the room, including two white dressers, a white plastic laundry basket, a silver Dyson fan, and a white plastic storage box. These items were removed on August 25, 2024, in preparation for new furniture arriving the next day. When we removed these items, we discovered discolored ******* spots underneath each one.On August 26, 2024, I reached out to The Floor Store and spoke with ******* who mentioned he had never encountered such an issue before. He also stated he could not recommend a carpet cleaner due to liability concerns. After several calls, I was directed to ****** *******, who provided me with a claim form. I completed and submitted the form on August 28, 2024.On September 24, 2024, I received an email stating that my claim was denied because it had been two years since the purchase, and it was considered a "localized issue." However, the items that caused the discoloration were only placed on the rug this year, and we have not had the rug for a full two years. We are still within the two-year warranty.We do not allow shoes in our home, and we do not have pets or children. Additionally, there have not been spills of any kind on the rug.I have consulted with other carpet and rug companies, as well as professional carpet cleaners, who indicated that discoloration can occur with lower-quality or defective rugs. I was under the impression that ******************* products were of high quality. Furthermore, I was never informed that placing items directly on the rug could cause such damage.I have sent several additional emails that have been ignored, and I kindly requested an inspection of the rug. I'm disappointed that their customer service seems to have ended after the sale.

  Business response

  10/28/2024

  To Whom it may concern, 

  Client purchased an area rug made of natural fibers in 2022. Client requested we file a claim with the manufacturer in September of 2024.  According to the client, items were placed on the rug approximately 6 months ago and prior to that the rug was in an empty room.  Claim was filed immediately by our claims department and denied by the manufacturer. See claim response attached.  There is nothing further we can do to assist.  Per manufacturer - the discoloration is considered normal and not considered a defect of the rug. 

  If there were a defect with the rug, it would have been apparent much sooner than 2024. This was decided to be a site condition. 

   

  Thank you - 

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

  The Floor Store 

  Customer response

  10/31/2024

   
  Complaint: 22437097
  
  I am rejecting this response because: you refuse to inspect the rug, the carpet has been discontinued (is this due to manufacturer defects), and I was told my purchase had a 2-year warranty.
  

  We respectfully disagree with your view that the discoloration is a site condition rather than an issue with the rug's quality or potential manufacturing defects.
  
  Several critical factors warrant a reevaluation of our claim:
  
  1. **Expected Quality and Durability:** This area rug was purchased for $2,500, and we expected a higher level of quality and durability. Given that it has not yet been two years since our purchase and only a few months of actual use have passed,this rug should not exhibit such extensive discoloration. A product of this quality should maintain its appearance under typical household use, including the placement of everyday items on it.
  
  2. **Lack of Disclosure:**When the purchase was made, we were not informed that placing standard household items on the rug would lead to permanent discoloration. If this product required such restricted usage, that information should have been disclosed upfront. The discoloration from common items like dressers, a laundry basket, and a fan is extremely unreasonable for a product at this price point.
  
  3. **Timeline of Usage:**Although the rug was received in November 2022, it was placed under regular use only in March 2024. The discoloration appeared within just a few months, which is inconsistent with expected quality standards. We have since learned that this rug has been discontinued, raising concerns about whether it may have been discontinued due to manufacturing defects.
  
  4. **Absence of Contributory Factors:** Our home is maintained in a clean, shoe-free, pet-free, and spill-free environment. No extraordinary conditions existed in the room where the rug was placed. Our care practices align with standard expectations for preserving an area rug.
  
  5. **Discoloration and Product Durability:** We have consulted with other carpet professionals, who indicated that discoloration under normal conditions could suggest lower material quality or a manufacturing defect. We have learned that this carpet is no longer available and has been discontinuedwas this due to defect issues?
  
  6. **Refusal to Inspect:** We are particularly concerned about the refusal to inspect the rug, especially given the circumstances. A simple inspection could clarify whether the discoloration is due to a manufacturing issue or something else. Without an inspection,it seems premature to dismiss the issue as normal without further analysis.
  
  7. ****************** Concerns:** We placed our trust in your companys reputation, and we are extremely disappointed that follow-up emails were unanswered and our request for a professional inspection of the rug has been ignored.
  
  Considering the significant investment we have made in this rug, we kindly request that an inspection be arranged to assess the rugs quality.

   

  Sincerely,

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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have made multiple attempts to resolve the concerns with them directly but they are not very responsive.my complaints are:1) they illegally charged my credit card without me authorizing the charge.2) they added some additional fees to my invoice without my agreement.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  sales guy *********************** came to house and signed a contract for floor in kitchen/entry and all carpet for rest of house. all ok. the installer showed up (apparently unlicensed, the floor store will not admit it) and then stated that all the floor boards(plywood) would need to be replaced. this was completely unnecessary and was contrary to what the sales guy told me. they wanted to add unnecessary work to the job just for extra money. they also wanted me to put a lock box on the house so they could work overnight since it was empty? are they meth heads? all that noise would not be good for the neighbors. ridiculous job by floor store in santa ****.STAY AWAY. this was after a 2 weeks wait for the carpet (stock was damaged) and another 2 weeks wait for the install. the commercial on TV is a lie. 5 weeks of wasted time with rip off thieves.

  Business response

  06/07/2022

  We appreciate the client bringing this matter to our attention. After further investigation with our Team it seems as though we've already refunded the client their deposit. We are sorry that we couldn't come to terms and finalize this project and wish him the best of luck. 

  We've also taken corrective action with the safe, as he's requested.

*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. ↩