Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought carpet and pad from Wrucks and had it installed. The installer noticed that the carpet was faulty but installed it anyway. Upon returning to the store they verified that it was defective and called me. My wife could not find a suitable substitute in the store so we went elsewhere for the carpet but kept the pad. Wrucks sent a crew to remove the faulty carpet and we had another installer install the carpet we purchased at the other store. Despite several calls, emails and messages on social media I still have not received a refund nor will ***** (the owner) respond. I would like to have the balance of funds after subtracting the cost and installation of the pad refunded to me.

  Business Response

  Date: 08/31/2022

  Yes, **************** did come into the store and purchase carpet and pad. When we received the carpet we did notice an area that we thought might be an issue. The installer stated that the might be able to cut that area but in fact it did effect the seam of the carpet. We called **************** and informed her that there is a defect instead of just leaving it we offered to reorder the product since it was a manufactures defect and it is a warranty issue. We could have the carpet in 2 to 3 weeks and install it. We did have a subcontractor go and remove the defective carpet. **************** came into the store to look for another product stating she has lost confidence in the one she chose so she wanted something different. We explained it was a warranty item and we could get it fixed. She needed to decided on another product or reorder. We had no issues replacing the carpet with another product since we can turn that order into the manufacture to get a refund on the original order. **************** did not find anything she wanted at the time and left the store. We were later contacted by Mr. *********************** that they went to another company and purchased the carpet and had it installed. He demanded a refund. He did not inform us in advance that they were looking else were or that they had found a product that they liked. Since it was a warranty issue on our end we need to get our money back from the manufacture so in turn we could refund him his money even though it was not discussed with us prior to purchasing the new product else were. We asked him several times for a copy of his receipts and invoices for their purchase and labor so we could process the warranty on our end. He refuses to supply us with these documents. Since he is refusing to supply them we are unable to do our part to get a refund from the manufacture which effects his refund as well. It is an easy fix and we have no issue refunding **************** if he cooperates with us in providing documentation of his new order and labor install. If he would like to he can fax the documents to ************ or email them to us. Once the documents are received we can discuss the refund.