Cat R.
You all are great at selling and the…
You all are great at selling and the installer was very knowledgeable and experienced. It's the MOST important part of the experience though in which Carpetbaggers fails. COMMUNICATION. Thinking it's okay to not communicate with customers about when work is going to be accomplished, how long it will take, and to tell us that you're doing us a favor by installing the work days after it was scheduled, obviously means the work is not being correctly managed/scheduled on the administrative side. For me to have to be calling time after time to find out when someone is coming to my house is an unacceptable way to do business and you should have some kind of performance/process review to mange this better. It's great that you're busy with lots of orders, but how you treat me, is about ME, the customer paying. So you won't be getting repeat business from us.
Response from Carpet Baggers Carpet One Floor & HomeApr 3, 2018
Dear Mrs Russo, i am Dean Kelly-the founder and President of Carpet Baggers Carpet One. I just got your review, and have checked into the background, (from our perspective), regarding your job. Sadly, i am going to have to agree with your review. WE FAILED YOU! For that i am very sorry!! There were some circumstances on your job that were not cut and dry, or an easy installation. However, things do come up in construction. Things are not always what you think they are, or what you were told they would be. BUT when things don't go as they should YOU MUST COMMUNICATE that with your customer and WE FAILED HORRIBLY WITH OUR COMMUNICATION WITH YOU!! BEING BUSY, OR HAVING ISSUES WITH CONSTRUCTION ITEMS IS NO EXCUSE!!! THOSE THINGS HAPPEN, IT"S HOW YOU HANDLE THOSE THINGS AND HOW YOU COMMUNICATE that makes for a Pleasant, or Unpleasant Experience. I truly wish that every single job we did went 100% Perfect without any issue! I totally get that you don't care if we make the majority happy because we didn't make you happy. Again, for that, i am sorry! This is humbling, and this will be shared with the entire company in hopes of making us all better. Thank you for your comments!