FLOORS R US

"This is a terrible situation. The client picked out their carpet the night before vacation. I ordered immediately. The client called from Florida asking for a rush install before they came home. I managed to do it. His mother was present for the installation. He called from Florida stating it was the wrong carpet. I immediately checked buyers order, invoice from carpet mill and bill of lading. They all matched perfectly. I provided copies of this to the customer. He was receiving pictures of job from his mother. Almost every piece of carpet will have a different look to it for a few days. This is a result of the heavy weight being tightly rolled for shipment. The fibers need to blossom for a few days. I was told by customer that the carpet looked correct and his mother might just be worried. I was then called the next day and informed he thought it was incorrect. I was truly trying to help with the situation. This is a very difficult situation. When an order is written up. The carpet sample is verified by the customer. I then read color name and number prior to writing on invoice. I then confirm once again before obtaining signature. Everything regarding this carpet was selected and approved by the client. I was trying to figure a solution or option to this problem prior to going out to visit job. I was told repeatedly that we were wrong and must replace carpet. I declined. I was willing to work with client, but not under hostile conditions. Sometimes this happens where a client selects carpet and it does not please them with chosen color. We always try our hardest to accommodate the situation. I did not have any reason to visit this home while the owner was telling us we will change the color. It is beautiful carpet. In the meantime, negative reviews totally trashing a quality installation have been made. We will certainly work with clients to make things right. We cannot be responsible for disliking the color chosen. I provided the customer with samples to view in the home. Confirmed color before ordering. provided invoice from carpet mill. I even called mill to verify correct color shipped. We are always sad when something goes wrong. We always try to fix anything customer is unhappy about. This one can only be fixed if they re order a new color. My company has a policy of doing this at dead cost. Installation is always at dead cost. I cannot make everyone happy all the time. We are very sorry."

"Hi My name is Steve Gordon. I am Alan'[Member Information Removed] son. I have been with him off and on for the last 15 years. Al'[Member Information Removed] health began to deteriorate in the spring of 2015. We were not aware. He was diagnosed with Stage 4 cancer this summer. My father died 3 weeks ago. I have since taken the business over with my mother. My first order of business was to reach out and apologize for any inconvenience this installation caused. Customer service is the backbone of this business. I understand it is too late to fix anything that did happen. I can only say I am sorry. I would truly appreciate another opportunity to earn your business. If I can ever help, please contact me. Steve Gordon"