Public Mediation

carpet mart-Dispute-#4691321

J. A. vs. Carpet & Tile Mart
230 N. Dupont Hwy, New Castle, Delaware, 19720, United States
Amount Involved: Other terms
    • Claimant Seeks: View.
    • Claim #: 4691321
    • Amount Involved: N/A
    • Filed On: Apr 26, 2012
    • Posted On: May 07, 2012
    • Complaint(s):
      • Bad business practices
      • Contract / Agreement / Promise dispute
      • Voiding a sale after consummation against customer's will.
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"My mom and I went to this store today because we have always had good experiences there and had a terrible experience. We had found several beautiful persian rugs that we had someone helping us with choice and selection and they were terrific and even volunteered to put the carpets on the floor to look at them side by side. Long story short, one was priced at a very nice low price and we asked about it and it was verified that what the tag said was what our price would be. I have worked in the past in retail (Disney) and am currently a Realtor. I am well aware that it is standard practice in all retail businesses to abide by the price that is on the item (even if it a mistake) whether it be food, clothing, appliances, carpet and even listed sales commissions! We were then very nicely rung up and told that we the price of the rug was even cheaper as it was on sale. My mom rewrote another check for the cheaper price and the carpet was taken down rolled up and put in a bin to hold until we were ready to pick it up. My mom was given a receipt and we were happy as could be. I happened to stop as I was walking out and introduced my mom to one of my Realtor friends who happened to be there as she does lots of business there (she buys and flips homes). We told her about the great deal and she was happy for us, agreeing that the price that something is marked at is the price that they have to sell it for practice. Just as we were saying our goodbyes we were called over to the manager who very belligerently told us that the carpet we had just bought was not the carpet we wanted and pointed to the tag on our carpet and said he could find us a 5x7 carpet since that was what the tag read. I very politely answered back that the carpet that was before us was the carpet that we wanted, we understood what size it was since we had them place it on the floor before us and it was currently tagged at the price we had just already bought it for. My mom had the receipt in her pocket book and the check had already been stamped by the store and put away. The manager asked to see the receipt and proceeded to take it and continue to argue with us. Eventually he called what I believed to be his manager with the explanation that he didn't want to lose his job. They spoke for a bit and then he got off the phone and proceeded to void the sale against our will. There are approximately seven people that were witnesses to this. He told one of the sales associates to give my mom her check back and I even warned about the better business bureau and word of mouth that goes around with when a company does bad business and he said he knew all about it and walked away. I am beyond words and can't honestly believe that he can get away with this without some sort of consequence since it was a fully consumated transaction and he voided it without our permission....please help! Thank-you, Judith Abramson"
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What Claimant Wants Hide
Message from Claimant: Hi Tom,
I spoke to my mom about your reply, apology and offer to compromise on the mistake that was made and she is willing to accept your offer with one stipulation. When we go back to purchase the carpet, is it possible for you to be there to assure that it is taken care of in a professional manner? Also, we would like the manager that caused all of this grief to be there and apologize for his actions. If he had handled it any other way than the way he did, maybe with some sort of compromise like the one that you have offered, I am sure we would have been agreeable. I am still completely blown away by the way we were treated. Also, just a clarification about the tagging. There was only one tag on the carpet when we looked at it, had it rolled out and purchased it. The corrected one was placed on top of the rolled up purchased one only when we were brought back to the manager. Once he took my mom's receipt and ripped it up, he had an employee go over to the rug and remove the original wired tag for $199 from the rug....I'm sure it was then retagged with the corrected one. Thank-you and I will await your reply. Judith
1. May 22, 2012 $0.00
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Respondent's Counteroffer Hide
Message from Carpet & Tile Mart: Hi Judith
First, please accept an apology for the experience you had in our store.
We take pride in our 1st class customer service and find it unacceptable ourselves for any customer to feel mistreated.

Our tagging system is so precise it eludes me how two tags got placed on your desired rug. All of our rugs are wire tagged with size, style, color, country of origin and price clearly marked to identify the rug. Clearly, the incorrect tag marked, as a 5x7 colorful kid’s rug for $199 does not match the actual rug tagged as an 8x11 Isfahan navy rug for $599.

Given the circumstances, I am willing to compromise and offer you the 8x11 Isfahan navy rug tagged at $599.00 at 50% off for the inconvenience, which would bring the price to $299.50. In addition, we will offer you a free non skid padding to match in an effort to show you our sincere desire to rectify an unfortunate situation.

Thank You for considering
Air Base Carpet and Tile

Tom Sopkanich
Store Manager
Tsopkanich@carpetmart.com
302-678-0970
What By When How Much
1. Isfahan navy 8x11 May 18, 2012 $0.00
  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
Offer History
Apr 26, 2012
Claimant's Terms of Settlement to Carpet & Tile Mart
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