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Carpet Smart Mill Outlet

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Carpet Smart Mill Outlet Reports & Reviews (1)

- Buffalo, NY, USA • Nov 02, 2024
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My wife and I were looking to have our tile floor replaced and new LVP installed. We selected the floor we liked and spent quite some time asking the salesperson (John) questions about the product and detailed questions about the installer removing our existing floor, what that entailed and cost. He explained they could move our appliances and that a new sub-floor had to be installed before the new floor was installed. We gave him exact measurements based on a professional who had measured our space previously for us. He then walked way for a moment and came back to us with what he called an "all inclusive price" (a term he used multiple times) meaning cost of product, removal of old tile, moving appliances, adding new sub floor which would alleviate any levelling problems and install of new floor. They required a $2000 deposit for the installer to come out and measure. At no time was my receipt called an estimate. A price was given and agreed to and that is the only reason I gave a $2000 deposit. I never give a deposit on anything that doesn't have a definite price on it, ever. A day after the installer came to my home, I received a disturbing, angry phone call from the sales person, itemizing the work the installer had to do, which he said was included in the "all inclusive price" the day before, and telling me now he needed $2,700 more to get the things done that he had included in his "all inclusive price" the day before. He began yelling at me on the phone when I reminded him that he gave a price which we agreed to, gave him the deposit to seal the deal, and got a receipt which says sales ticket and contract on it as well. I told him I wanted a refund to which he said angrily that I'd get my money less a $150 fee for the installer to measure, which was a fee they never mentioned being a possibilty. I called back later and spoke to his associate and told him I'd be in to get my money back and wasn't paying a fee that was never mentioned to me before the sale. Today, I got my money back in full but had to deal with him yelling and swearing at me in the store. I read reviews about this place, after the fact, and there are others reporting almost identical experiences where a price was agreed on and then thousands of dollars were asked for after the fact. This is not a one time occurence. There is also a review that states the quiet sales person had to pause his conversation with a customer because John was yelling at another customer in the store. Very unprofessional. Today when I asked them both, when you give a set price to a customer why would you require a large deposit, knowing you are going to change the final price, unbeknownst to the customer? Their response was to basically throw the owner of the business under the bus and say its the owner's policy to do this in this manner. Giving an agreed price to someone, putting it on company letterhead, requiring a $2000 deposit and then telling the customer they will require an additional $2,700 to move forward above and beyond the agreed price is very bad business and wrong. What is concerning, looking at reviews online, is that there is a pattern here and this has happen to others. Buyers beware, I've worked in patient care and customer service all my adult life, this place is a horrible example of how one should do business and treat their customers.

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