Worst experience ever! Destroyed my $2,100 rug!:
Worst experience ever, now left with a destroyed $2,100 carpet from Crate and Barrel.
The only reason that I chose to work with this company was because they told me they could resize one side of my carpet (take off 12 inches) and surge bind it. After nearly a month of emails back and forth, each time asking only for "surge binding" I was told that my carpet was going to be resized without a problem. I was never told that it would "look bad" or couldn't be done. I also was quoted a price specifically for the surge binding.
Mid-June I was trying to get an update and was contacted by the carpet installation department, stating that nothing could be done because they couldn't generate an invoice without my address. I asked about the guy I originally talked to about the project and was told that this was who I needed to talk to now. Spoke to a managed who assured me that the project would finally be started - mid June, after dropping my carpet off in May. However, they didn't know where my carpet was - it had been sent to the binders, but no one knew that. So I was told once again that my carpet would be resized on one side only, with surge binding - as originally requested in email/writing at least 4 times.
You can imagine how surprised I was when my husband came home with the carpet yesterday - JULY 2, not only with no surge binding being done, but cheapo binding done on all 4 sides - not even, not matching well, binding even looks like it is fraying in some places.
Apparently, they didn't want to contact the angry wife who had been without a carpet for 2 months about my carpet and the original plan project--> don't worry we still got charged for the more expensive surge binding. They told him it "would look bad so he should just do regular binding on all 4 sides," so he agreed (without my knowledge) to do it this way - this was hist FIRST contact with the company about the project. Despite at least 4 emails from me requesting ONLY surge binding and confirmation in writing that this would be done, they tricked my husband into a cheaper/faster solution without even attempting to contact me.
They never contacted me about changing the binding plan because I was "unavailable" in surgery (yes I'm sorry that my job got in the way of them dropping the ball yet again) and for some reason after sitting on our carpet for almost 2 months, had to get it done right away. I would have at least expected a courtesy phone call, voicemail or email because the surge binding was the ONLY reason I had sought out this company in the first place and had requested it in writing 4 times.
Now I'm left to deal with this mess, my husband was never told that the original plan was only to do surge binding and felt pressure into making a snap decision because he was walking into court when they called. We both feel tricked and ripped off. Based on my prior experiences with this company, I am expecting a huge headache in trying to have this resolved.