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May 2024 by Karen Ziebarth
FOLLOW UP: As I was limited in the amount of words allowed in the initial posting for Carpet One in Urbandale, Iowa, I am following up after receiving their response, which is below.
CARPET ONE - URBANDALE: "We appreciate your feedback. As you know our managers and owners have had many conversations with you regarding this situation and we share your frustration. As we explained, the appearance of natural stone products, particularly when un-sealed, can vary quite a bit from the samples in our showroom. While we did our best to respond to your requests, including paying extra for the shipping to California, some factors were simply beyond our control. We were obviously disappointed in some of the unnecessary, vulgar language that you directed at our team members. Despite that, we are glad we were able to get you the product you ordered, and we apologize for any inconvenience you may have experienced."
Yes, I did have multiple conversations with your staff, only because I continued to have issues with inaction day after day, so I called. Perhaps you're expecting a thank you for picking up the phone.
While I'm glad your above response at least now acknowledges that the product you choose from Carpet One will look nothing like what the selection a customer chooses when installed, I wish you would have told me that prior to purchasing the product. There's no sense in having a showroom if the product looks so far off from your sample. Or could it be that you again shipped me the wrong product and just don't want to say that out loud. Either way, it's a terrible way to treat a customer. You say you accommodated me in shipping to California. Isn't that what you're supposed to do when you ship the wrong product? You almost made it seem like that was a favor of some kind. Did you expect me to pay for your error, yet again?
Also, I'm not sure how telling me I had to pay $1,000 in shipping to get product overnighted is helping. You didn't overnight the product as requested, due to again an error on your part or your miscommunication with the distributor. Your inaction caused delays and additional money that had to be paid out. I don't consider that helping.
Thank you for pointing out the intense frustration the multitude of errors caused. As I stated in my original post to you, yes, I lost my patience after a week of continued delays, errors, and inaction. I was limited in the number of words in that initial post, and I didn't mention the same vulgar language that was used in response during my third conversation with you. I didn't think it was necessary. I understand your frustration and that you didn't want to take ownership then or now for the mess caused by Carpet One. I get it. Tempers get a bit flared during times like this. I'm an adult and have heard much worse, so no judgment from this end.
What I do take issue with is once again the complete lack of accountability shown by your company. It's very easy to say "we apologize for any inconvenience you may have experienced." It's taking it to the professional level and doing something about it that I think is expected from all customers. You say I got the product I ordered. Did I? Or did you make a mistake in the order again? Or is it that your samples are that far off when you say natural stones look that much different from the selections a customer chooses? Then why would you guarantee me that the stones would darken up and look like the sample in your store once the stone was sealed? That is definitely not a true statement. Either that, or I was again shipped the wrong stone. By the looks of the finished product, that appears to be the case.
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April 2024 by Alan Annear
Asynn was a great person to deal with. Helped us with all of the choices available. The installer, Doug, was very polite and was very professional. His work was excellent.
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April 2024 by Denise Niebuhr
Carmelo did an excellent job! Quick, efficient while paying attention to all the details. He made sure the area was left clean and neat. We will request Carmelo again!
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April 2024 by Andy Markun
Asynn and crew did an amazing job! Knew exactly what we needed. And the installation was perfect!
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April 2024 by Benjamin S.
Just had Carpet One install new carpet in two bedrooms. They look amazing. Huge thanks to Kyle for helping me pick out the best product that met my wants and stayed in budget..also thanks to Chris who installed, he was on time and very professional. When I got home I couldn't even tell they had been there aside from the new carpet!
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April 2024 by D B.
Great service over there and good prices. Nice range of products. We've done carpet and lvp so far and more to come. Sales guy Kyle gave great advice, solid communication, and install went well. Highly recommended.
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March 2024 by Sharon Lyddon
C. Carmona and his assistant put in our vinyl planking floor. They were on time. They paid attention to details. They cleaned up everything before they left. And above all were kind, courteous, and respectful. Delighted with our new kitchen floor and the service we received! :)
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March 2024 by Bill Brown
From the moment we walked in looking for carpet, we felt right at home with Gina, she was super helpful and helped us make a great decision! I would highly recommend Gina as their manufacturer sent the wrong carpet and we were notified right away and Gina had it solved with new carpet on the way and got it installed literally within a week....Life has its curve balls and its how you react and solve when things don't go your way, and Gina is a true champion at the Carpet One store! Plus I love the Bierl family as they been a family owned business for 3 generations at least. They are doing everything right, especially with bringing Gina on board! We will be back again to purchase!
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March 2024 by Vicki Sanders
We wanted to work with Carpet One Floor & Home because we had purchased carpet there before. In addition, we wanted to avoid using a large national chain, if the price point met our budget. When we walked into Carpet One, Asynn Soukrasmy greeted us warmly and proceeded to guide us through our options. He was patient and informative, throughout the process and we did not feel rushed to make a decision. The installers arrived on time, worked quickly, and were finished earlier than we expected. Every communication with Asynn was timely and accurate. Our experience at Carpet One was positive from start to finish.
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February 2024 by Mariah Taylor
I am a small business owner and have a show coming up. Asynn treated my situation urgently and even hand delivered my carpet. With the timeline I am running on this was extremely helpful and unexpected. I will definitely be doing future business here!
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January 2024 by Barbara Keltner
My very expensive carpet was not installed properly, as discussed with the saleman. Now the seam is in the center of the doorway in a high traffic area and the nap is going the wrong way. They want me to purchase more carpet at my expense to correct this error. Not a happy camper and got no response from the original salesman.
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January 2024 by Jason Clements
Salesperson was great, no pressure. Have a lot of remnant rolls available. Good experience.
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November 2023 by Dan Shriver
I worked with Jacob Behr to get some LVP flooring and carpet. He was knowledgable and friendly and always helpful. I changed my mind on some things after my purchase and Jacob was able to get things swapped out and installed with no trouble. The LVP and carpet look great! Highly recommend!
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November 2023 by Michelle Karamanlis
I searched for a long time, finally found exactly what I wanted at Carpet One. Jacob was awesome - had great guidance in helping me pick what was just right for my home. The installers were great! Very precise, clean neat and very professional! GREAT experience all around!
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November 2023 by Dan S.
Jacob Behr helped me with some vinyl flooring and carpet and was great to work with. I purchased some LVP and after a month ended deciding on a different style and he was able to swap it out quickly. He was also able to get some installers for me in a short time after I changed my mind about installing it myself. The LVP and carpet both look great and the installers were fast and professional. Very pleased and will use again.
