ComplaintsforPelletier Rug Co., Inc.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had previously contracted to have a carpet installed in my hallway from ****, he texted me a picture of the carpet to be installed and they ended up installing the wrong color carpet. I Had to wait until it was convenient for them to come back and rip it out and install the right one. Later on 10-25-2023 I contracted with **** to install a burgundy carpet for my living room. I told him I needed it installed asap as I had new furniture coming and did not want to have to move the furniture twice. I was contacted nine days later on 11-3-2023 by the install department and was told that the carpet could not be installed for another two weeks 11-17-2023. This would be 23 days from contracting the carpet install for the living room. If I was told at the time of the deposit on 10-25-23 that it was going to be over three weeks before it could be installed I would have not contracted with him and found another company that could have done it sooner. I called back the install department and said that I would take the 11-17-23 date for now but if I could find someone to do the job sooner I would have to cancel the job with them. The install department just said ok. They never mentioned anything about restocking fee's to me at that time. I was able to find another company that could do the install the week of 11-6-2023.I called back and asked for the install department to cancel the job and process a refund on my deposit. **** was the one that answered the phone. He said the install **** was busy and could he take a message. I told him I found someone who could do the job next week and wanted to cancel the job and have my deposit refunded .He told me that he can not refund me the entire balance and there would be a 20% restocking fee of $245.00 because it was a special order. At this point we began yelling at each other over the phone. He said he did not know why I was in a rush to get the carpet in. which I did tell him why, He said he did tell me about the special order and fee, which he did not. He never told me the carpet was a special order and he never told me that there would be a 20% restocking fee if the job was cancelled. No where on the invoice description does it say that the ****** bay carpet is a special order. Also, no where on the invoice does it say that there is a 20% restocking fee which is required by mass state law to be clearly stated on the invoice if such a policy exist. Just to put icing on the cake ,I was looking at the description of the carpet **** had on the invoice as I wanted to tell the new carpet installer what to get. I looked it up online and it shows a red carpet not burgundy. Looks like he ordered the wrong color again ,just like he did with the hallway. Does the enclosed picture look burgundy to you? It looks red to me.

  Customer response

  11/14/2023

  I have not heard from the business in response to my complaint.

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