My experience with this business was top notch from the very beginning. I was in the market for basement flooring (over 1,000 sq.ft) and overwhelmed by all the options available to me. I walked in to Franklin Tile and Carpet as one of my final stops and was politely greeted by their saleswoman, Theresa. She attentively listened to what I needed in a floor (I have four children and two dogs)and they expertly helped me narrow down my options. (All why I was tending to my fussy newborn). I also had the opportunity to consult with the owner, who while I'm sure has bigger clients to deal with, gave me undivided attention and answered all my questions. I left with multiple samples of different brands to test out at home and I was able to make a decision in my own time without feeling any pressure from salespeople. When it was time to order, they worked with me to remain competitive with other vendor's prices and were very appreciative to have my business. My flooring arrived ahead of schedule and the process was seamless. I felt taken care of from the very beginning until the end. My contractor did the installation so I can't comment on their installers. However, I will only shop at their showroom for flooring into the future and would highly recommend their business to others.
We were recommended to use FT&C from a neighbor, who had, had a positive experience.
1. We purchased several custom cut sections of flooring for 3 different areas in our house. All involved bathroom areas, and a plumber had to be coordinated with the installation team. One of the pieces was the wrong pattern, and it was not recognized by the project team until it was cut, and laid down in the intended location. While this was unfortunate, and clearly an error by either the order entry person, or the fulfillment person, I'm sure it happens.
I wouldn't bother doing business here! Extremely unsatisfied and very pricey! It was a bad experience from start to finish. There is a gentleman that works there that thought it was perfectly fine to drop f bombs in front of customers. Bottom line is we didn't get what we paid for.
3. Overall commitment to customer satisfaction. Once it was clear this job was a total screw-up, neither the project coordinator, nor the manager (owner?) at FT&C were particularly concerned with our satisfaction. In fact, despite the fact that our project had been totally messed up, and we were being severely inconvenienced, they did not reschedule any other jobs the following days to get as much done as possible in the locations where we did have the correct material. Further, after all was completed, their primary response was, "really sorry"... nothing beyond that was offered or suggested.
There were three main issues we had in dealing with FT&C:
Hi Lance, thank you for taking the time to reach out to us about your recent experience. As we are a family-owned business, we truly strive to treat all of our customers as a part of our family, so we are sorry to hear that you received anything less than an excellent customer service and we apologize for any lapse in communication. We are always looking for ways to improve the consumer experience and we'll be sure to address these concerns with our team. Thanks again for bringing this to our attention and we're glad to hear you loved the end flooring results!
2. Communications and scheduling. Not only did the job have to be rescheduled, but our entire house was upside down with all 3 areas being cleared out, for over a week. This project should have been no longer than 2 days. We were not communicated with well in rectifying the situation, and it quickly became apparent that the scheduling of the installers and plumbers was also screwed up, and the incorrect material hid that fact. It felt as though FT&C used that as a 'crutch' to get away with the poor scheduling for the job. This was the most frustrating part as the communication, support and general commitment to getting the job done right, during the project was very poor.
We just had a significant portion of our house redone with carpet. Everyone we worked with was first class from the time we started. Anthony and Graham helped with everything and answered every question we had. The installers were also equally as professional and personable. We couldn’t be happier with the experience and the final product.
In the end, the flooring in all 3 locations (including the correct flooring in all 3 locations) really looks great, but it was a very painful process to get there.
Franklin Tile Carpet One Floor Home is a US General Contractor based in Franklin, Massachusetts. Franklin Tile Carpet One Floor Home is located at 168 Grove Street, Franklin, MA 02038, USA.
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