Al's Carpet Home Decorating Center

Reviews

• scoutingon

  May, 14 2018
  ★ ☆ ☆ ☆ ☆
  First let me say that our salesman at Al's Carpet was amazing. Kim took care of our every need and concern. She personally came to our home and took measurements and gave us a price that was actually lower than the big box stores for the same item. The issue with Al's is not the price of the purchase but rather the total disregard for the client once a problem arises. One year after Al's sold and installed carpet on our interior stairs and upstairs bedrooms, the carpet started to wrinkle. We called Al's and they sent some one out to address the issue. We were under the impression that the problem was resolved. However a few months later the carpet started to wrinkle again. We called Al's and spoke to Wayne (the manager) he told us that when a carpet is wrinkling the remedy is to remove all furniture and use a carpet stretcher to stretch the carpet. In addition, he said a stretcher is to be used on the initial install. I was horrified by this because no stretcher was used on the install and one year later on the (fix) the furniture was never moved and again a stretcher was nowhere to be seen. I then called the manufacturer (Shaw Carpets) they confirmed this and also mentioned that there had been no recalls or issues with particular carpet lot installed in our home in 2015 (less than two years earlier). At this point we were livid, I called Wayne back who rushed me off the phone, approx. 3 hours later Al himself showed up at our home. Having sold for decades prior to retirement, I can tell you that Al too is an extremely skilled salesman. In an effort to resolve the issue, he used multiple sales techniques. None of which involved offering to have someone come out and fix the issue at his expense, but rather offering the same employees who incorrectly installed the carpet two years ago and adjusted the carpet months later, to come out once again and attempt a fix at our expense. I decided it would be wise to cut my loss and go elsewhere.
  My suggestion to you is to consider other alternatives. I clearly understand that living in the Keys limits available vendors. However, speaking as an individual who spent decades of his life running a successful business, I can tell you that service after the sale is just as important as a good price. Al's is seriously lacking in service. After having this unfortunate experience, my wife and I spoke to many of our neighbors and friends at the various organizations to which we belong. It appears our experience is not unique. Apparently, it is common knowledge that Al's has a serious issue with customer service. I only wish I had done my due diligence prior to the purchase. Attached please find a picture of the wrinkling issue.

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