Carpet Switched Without Notice

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

  1. FlooringGirl

    FlooringGirl Senior Member

    The fact of the matter is that someone got busted!! For being stupid. Don't ya just hate stupid people? Although no money has changed hands, there is going to (hopefully) be the replacement and therefore, again moving furniture, blah and blah.

    Last edited: Jun 14, 2012
  2. Well, I guess they finally got tired of waiting. They called yesterday and said that Essential Ingredient II's delivery date has been pushed back again, so they're going to go ahead and give us the upgrade to Essential Ingredient III at no additional charge. They've ordered it, and we're just waiting for its arrival to schedule the install.


    Yet again, I want to thank all of you on here for your knowledge and support. It really made a difference in how we handled this situation, and it also let me know that there are a lot of good people in the carpet business, despite my first experience being a bad one.

    My last question...I hope. How do I make sure that what they deliver is the correct thing this time? Last time, my husband asked to see the factory label, but they said it had been removed at the warehouse. Would there be an invoice that we could ask to see? Or do we just do what we did last time...get one of the coded labels off the back of the carpet and call Shaw to find out what it is?
  3. kylenelson

    kylenelson You'll find me on the floor I Support TFP Senior Member

    I would ask them for the packing label (usually a sticker on the packaging plastic of the roll). I don't think it's too much to ask at this point.
  4. polestretch

    polestretch Senior Member

    If you're allowed to take samples home from the store, have it there and lay it side by side.
  5. Mike Mahoney

    Mike Mahoney Pro Member

    I really doubt they'd mess with you again.

    For sure they could save you the factory label or labels if they ordered it in multiple cuts.

    An invoice would show their cost and account number. I suppose they could black those out and make you a copy.

    Can't always depend on those coded stickers on the backing, have seen Shaw goods without them.

    Ask them for a copy of the bill of lading.

    You could ask to hang onto their sample or have them order one for you to compare to the incoming carpet.
    Samples will feel fuller to the hand, your new carpet needs time to blossom.

    They certainly should understand your mistrust and furnish you with all the documentation you request.

    Good going on snagging the III. Good luck.
  6. Barry Carlton

    Barry Carlton I Support TFP Senior Member Published

    I do not know if you have mentioned how close you are to the store, but a simple request for a call to allow you to inspect it when it comes in should resolve any concerns you may have.
  7. FlooringGirl

    FlooringGirl Senior Member

    Packing slips don't have any more info than the style and color, etc., so you should ask to see that (as Mike Mahoney said, bill of lading). Hope this works out for you! I've had a recent customer who was screwed over with a large box store giving her the wrong thing. Thank goodness for people who have the sense to dispute things like this! How many just let it go ... ???

  8. mcbrides

    mcbrides Canadian Installers Senior Member

    Bonnie, my best advice is to have the manufacturer's sample of the product on hand on the day of installation; you can compare the sample to the carpet before the installer brings it in your home (Bear in mind that dye-lots will not exactly match as they vary from roll to roll.) The labelling that is on the bale when it is delivered to the retailer will not give you enough information for comparison.

    Good luck.

  9. Briansmith

    Briansmith New Member

    Hi Bonnie, I am not so sure this is as rare as sugggested. I am in the Toronto area, bought the carpet in Mississauga. It just happened to me. I suspected the dealer might make a switch (110yds) because once the dealer got my deposit, he made more than one change to our deal and started to charge for things he had agreed were included. I felt like he had me over a barrel, because he had my $3,000 deposit. When they were installing the carpet, I took a close look and handled the carpet and I suspected he had made the change. I photographed the code on the back and contacted the Shaw, they verified that I had not received the correct carpet.

    They claimed that they only had a one-way look-up. If I told them the style, they could tell me the correct FHA number, but when I gave them the FHA number and the date & time of manufacture stamped on the carpet, they could not tell me what style I received. I received many good tips on how to handle this from reading the responses to your posts, so I want to thank the experts that took the time to respond.

    I refused to pay the balance and fortunately paid the deposit via a credit card with purchase protection. The credit card company has stopped payment of the deposit as well, so the installer will get nothing. Meanwhile, I have a carpet that does not meet my needs and they damaged my subfloor during installation, leaving us with squeaks everywhere. They even left us with several buckles & creases in this brand new carpet. I really don't want to use the same dealer to fix anything or replace the carpet, I don't want them back in our home for anything - so I'm not sure where this leaves us.

    Any suggestions from the experts?
    Last edited: Sep 3, 2012
  10. Daris Mulkin

    Daris Mulkin The One and Only Charter Member I Support TFP Senior Member

    Letting anyone into your house is your call. I think I would contact a legal person to see where you stand. I'm sure the laws of Canada are different than ours, and quite frankly I don't know what ours would be.

  11. Briansmith

    Briansmith New Member

    Can anybody comment on looking up an FHA stamp on the carpet to find out what was actually installed?

    The stamp reads 760 MEA 51773 08-14-2012 11:52.
  12. Jim McClain

    Jim McClain Owner/Founder Administrator

    That doesn't seem right. :hmmm: I bet if a law enforcement agency needed information about a carpet, they could get it. Whether they have the style name and color, or just the data printed on the backing, they should be able to tell you what the other is. I'm not saying they can, but it sure seems strange they can't.

  13. Daris Mulkin

    Daris Mulkin The One and Only Charter Member I Support TFP Senior Member

    Is this stamped on the back of the carpet or is it the coding sticker stuck to the back. I was always told that the sticker had everything you needed to know about the carpet.
    I don't know what the numners you post are with the exception of the date and time it was made.
    Perhaps one of our retailers will chime in that may know more..

  14. mcbrides

    mcbrides Canadian Installers Senior Member


    My husband and I are seasoned installers who left the Toronto area about 2 years ago (the HST killed the flooring business at the time, and we hear that the market has had a hard time recovering); as I stated earlier in this thread, I am not the least surprised to hear about substitution. We crewed for a guy in Ajax 20 years ago that went to jail for routinely substituting product on his insurance jobs. Fraud is fraud, no matter what country you are living in. My best advice is to call a lawyer tomorrow.

  15. twomly

    twomly Pro Member

    Wow been missing doing nights for a few weeks now an just haven't had the mind set or energy to read all posts.
    This made very interesting reading.
    Congratulations Bonnie I am so pleased you got this resolved it really does infuriate me when I here and see customers getting their legs lifted.
    I am so glad you stuck to your guns and maintained your dignity through out the whole head ache of this.
    And well done to all members for helping Bonnie out and coming together on this its great to see.
    And Sir Dobby i think is bang on the nail with his posts as I bet the father knew all along but played the dumb hand when confronted by Bonnie.
  16. Briansmith

    Briansmith New Member

    Hi Daris,

    It's actually stamped on the carpet. The 760 is the identifier for the manufacturer, in this case Shaw. MEA is the standards body designation. 51773 is the FHA identifier for this style of carpet. Apparantly, 51773 could be used for more than one style, but it's not the number used for the style I ordered. Shaw confirmed that ours was supposed to be 52212. So, what the heck did I get? Surely Shaw can tell from the time of production stamped on the carpet :) I informed the dealer on Friday that he'd have to make it right and he's been open for business every day, despite the weekend. He has not bothered to contact me, so I'm glad we were able to stop the deposit. I'm sure we'll hear from him when he realizes he's not getting paid anything - then he'll probably be harrassing me.

    I never wanted to know this much about carpet - life is busy enough without have to be worried about being ripped off.
  17. Brian, it sounds like you're going through exactly what I did. When we contacted Shaw, we were told they could tell us which carpet it wasn't (as in, it was NOT the one we ordered), but not which carpet it was!?!? The dealer 'fessed up to which one it was once we confronted them.

    Keep on them. Since they haven't been paid anything, and they know they did something wrong, they'll have to eventually make it right if they want any money out of the deal.

    Good luck. Sorry you had to go through this, too, but I hope my experience can give you support and hope.
  18. mcbrides

    mcbrides Canadian Installers Senior Member

    Brian and Bonnie:

    It is all well and good to pursue those retailers to make good on their transactions with you, but if you leave it at that, then those retailers won't be deterred from trying the same practice with other unsuspecting customers. (Unfortunately, there are scumbags in this business.)

    At the very least you two should be notifying the Better Business Bureau. Brian, try sending a letter to Consumer & Corporate Affairs as well.


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