Carpet Switched Without Notice

Discussion in 'Carpet Q&A' started by Bonnie Sharpless, May 8, 2012.

  1. ortiz34

    ortiz34 2nd generation Senior Member

    lol....on a serious note I'm glad to see they made good
    It most likely wasn't a rip off /bait and switch seeing that there was a backorder date, they just made a stupid mistake. Hopefully that's the last
  2. Thank you, Deb; that helps re-affirm that we made the right choice.

    By the way, I am originally from Winterpeg!
  3. Jeff Short

    Jeff Short Veteran Flooring Retailer

    I would never substitute a lesser quality product for what was ordered. My first thought is what was the retailer thinking? We have upgraded customers on occasion when having quality or back order issues, but always with the customers full knowledge, and at no additional cost to the customer.
  4. mcbrides

    mcbrides Canadian Installers Senior Member

    So was my husband, he brought me here about 18 months ago. Love the people here, so friendly and genuine. We landed in Sunny St. James. :D

  5. Mike Antonetti

    Mike Antonetti I Support TFP Senior Member

    I want names!! that's how low ball companys win bids, it is unfair and yes it's been going on for years, you are not the consumer they thought you were, well it's payback time, to see if the company will do the ethical thing, apologize install exactly what you ordered and pay for you and your spouse a nice little weekend somewhere for your inconvenience. seriously I believe that is the only way you would ever recommend them, if not , you are to make the average 17 recommendations to family and friends not to use this company because of what they did to YOU! Hold off on the names for now.
  6. Omnipotent

    Omnipotent Flying Dutchman

    You're too late. She's probably enjoying her new carpet and won't bother coming back to tfp anymore.
  7. Mike Antonetti

    Mike Antonetti I Support TFP Senior Member

    Yes darn it, I noticed the date after I posted, hopefully she will tell her friends about this site, it's golden . Thanks
  8. Nope, I haven't forgotten you guys!

    We're still waiting for the new carpet to arrive. The original back-order date was last week, so I'm kind of assuming we'll hear something very soon.

    And yes, if we are not satisfied, I will be naming names.

    Thanks again, all! And I will come back and let you know how it turns out.
  9. ortiz34

    ortiz34 2nd generation Senior Member

    You might re-read the thread, they switched it out due to time frame ( a stupid move) not cost as these products wholesale for comparable amounts. This actually had little to nothing to do with low balling.

    Had a the similiar instance last week. Sold a older couple a 12x15 for their porch, called it in and it's dropped (common with this mill as they don't send drop notices on anything you haven't sold in the past year, and I rely on their rep who rarely comes in/ rack is now in the dumpster).
    I took a couple days to round up comparable products, called the customers, told them the situation and the wife said she would be down the next day to pick something else. Next day the husband came in not to pick out anything, but to get their money back. I showed him three comparable products, some more expensive(I'd cover the extra)
    I hope they come back but what can you do.

    Edited to add: I just found out they came back in this afternoon while I was out measuring.
    Last edited: May 29, 2012
  10. FlooringGirl

    FlooringGirl Senior Member

    Ugh, I have been away from these forums for too long!

    As a salesperson, it's sometimes a difficult part of my job to inform customers that their selection is on backorder, especially if there has been a bunch of research, time, and consideration put into the choice, but it is so much more difficult if there is a timing issue to have the installation completed. However, as soon as this is brought to my attention by the mill, it is also brought to my customer's attention. It's put it straight out there. Choose another product or wait?

    Bonnie, trying to give you something completely different and hoping it would slide by is completely unacceptable. Under these circumstances, they should not only provide the initial product, but if you had to move furniture the first go-around, they should pay to have it moved this time.

    Did she really think to get away with this? I can't imagine ordering something else and thinking it would fly.

  11. Well, the carpet dealer called the other day to say the carpet we want is still back-ordered and now won't be shipped until June 15. No biggie on waiting, though, as we have this fairly nice carpet in place in the meantime. :)
  12. monarksky

    monarksky Pro Member

    If this was talked over with the owner the early part of May and that carpet was in production at that time I wouldn't know why it isn't available till June 15th, but hey that's just me, a small carpet store owner that installs 100% of the product I sell myself.
  13. David Hunt

    David Hunt Charter Member Senior Member Published

    Manufactures are keeping smaller inventories than in years past. A revised backorder is nothing to panic over but it does cause me to raise an eyebrow of concern as this could be a legitimate delay or a stalling tactic from a retailer with poor credit and/or cash flow.

    Here's the thing to keep in mind, the manufacture is highly motivated to get the materials shipped and out the door. But it does require a guarantee of payment. Business is not that great for tufted broadloom to warrant multiple delays. Be careful, this dealer has already revealed their character and very soon you will learn if it was a lapse of judgement or sneaky attempt to snooker a customer with a bait and switch.

    Personally, I believe it was the latter because switching a carpet without customers knowledge is NOT a "ooops" entry level mistake. Ordering the incorrect size or color, that's common human error, but to order different material from a different vendor that is similar enough to pass, requires forethought, planning and execution of intent.

    Be careful Bonnie. Be very careful. I would recommend placing a friendly call to them every four or five days for status updates. Being super nice, just checking in! The objective with the call is NOT to know where the carpet is, but to let them know, you know and are not going to simply be backordered into giving up.

    Hang in there!

  14. ortiz34

    ortiz34 2nd generation Senior Member

    The carpet had a "production date" of May 25th. Which I confirmed. Also 15 ft is more common to be backordered due to being used less and they don't want to sit on it due to costs.
    Also if there isn't enough orders on that particular color and style the big S is known for "pushing back" the production date, no reasons given, Just they can.
  15. Mike Mahoney

    Mike Mahoney Pro Member

    Just checked Shaw online.

    Essential Ingredient II (52U11), Sepia #703 has a production date of 6/18/12

    Essential Ingredient III (52Y21), Sepia #703 - they have a 12x139 in stock.

    If the heavier weight is acceptable to you, ask the dealer to order it tomorrow.
    I'd be surprised/shocked if they asked you to pay the difference.
  16. monarksky

    monarksky Pro Member

    It keeps getting deeper. I for one tell my customers that I am at the mercy of the mills as we all are. We get it when we get it. They, being the store that sold her this line of bull in the first place, just told Bonnie it would be shipped on the 15th. As Mike just said prod. is the 18th. I usually give people a date based on what the mill tells me and reaffirm the fact that I have no control over that or even the shipping. I think at this juncture if I were Bonnie I would be contacting Shaw directly. Shaw for as big as they are still doesn't want dealers doing this to customers.
  17. ortiz34

    ortiz34 2nd generation Senior Member

    She bought and wants III in 15 foot, you're looking at 12' goods
  18. I did buy II, but I would certainly take III if they didn't charge me any more for it!
  19. ortiz34

    ortiz34 2nd generation Senior Member

    My bad, you could always call. Can't hurt
  20. Mike Mahoney

    Mike Mahoney Pro Member

    Make the call! Ortiz34 is correct "it can't hurt".

    Now the production date for the II is 6/22/12
    The mill has a back-order for a 12'x56' (probably yours) and they have no intention to start producing until they have at least 200' sold.

    Hope you're not expecting a 15' width, as this product is only available in 12'.

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