Complaint Review: Grigsby's Carpet Tile & Hardwood

I ordered carpet that was highly recommended by the salesman, Randy Mount, at Grigsby's. The actual carpet did not look like the large sample in the store. I stopped the installation and called Randy. Randy sent their installation manager, Lucho, to my house, and Lucho agreed that the carpet did not look like the sample. Randy said that they should complete the installation and that their claims manager would look at it the following week. Grigsby's claims manager stated that my carpet wa defective and filed a claim with the manufacturer. The carpet actually was not defective but had a weird angle in the pattern that gave the illusion that it was crooked and defective; this was not visible in the sample or the photo.

Grigsby's was not willing to take financial responsibility themselves for the bad carpet that they had sold me, but they arranged for the manufacturer to provide replacement carpet. The selection from this manufacturer was extremely limited, and the manufacturer states in its online blog that this carpet fiber is known to mat down quickly. Therefore, I preferred to get replacement carpet from a different manufacturer. Grigsby's sent me a bill for the defective carpet that they had decided to install in my home. I asked Grigsby's to cancel the charge, but they refused. When I did not pay, Grigsby's sent me a letter demanding that I pay their invoice, or they would take further actions. Grigsby's manager, Penny, gave me no option other than to pay their invoice and select different carpet from the same manufacturer. Penny would not allow me to cancel my order or to pay more to purchase a better quality carpet from a different manufacturer. I called and left a message for the store owner, Dub Stover, but he did not return my call.

I investigated all of my options. I reluctantly selected replacement carpet that I did not want and that is likely to wear poorly from the same manufacturer rather than pursue this matter legally.