ComplaintsforCinderella Carpet One / ProSource

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was recommended to ProSource by a decorator and a floor installer, both saying they had best prices I worked with C***** ******* one of the owners of ProSource. After the usual looking at samples etc. I made a selection and asked C***** about the manufacturer of the product so I could do my research and due diligence on quality and price of the product. C***** told me the product, a luxury vinyl plank, was a private label made for their company. This eliminated me from researching the product and because the company and C***** were so highly recommended I took her at her word and purchased the product believing C***** was being honest and truthful about the product she was selling me. At the time the product was brought to my home for installation, the installer asked me to verify the product was what I had ordered. The information on the end of the cartons and what was on my invoice didn't match even though the product was what I had ordered. The installer called C***** directly, when she double checked she again said the product was a private label. The installer and I were both on the speaker phone and he heard her once again lie about the product. Now that I had the information about the product I did the research I was denied because of C*****'s deceit and discovered that I could purchase the exact product from several different vendors at a price difference of up to $2.00++ a sq. ft cheaper. I paid $6.50 sq. ft. for this "private label" and was quoted $4.09 a sq. ft. for the product. The amount ordered was 1,095.54 sq. ft. With product, tax and shipping I could have the exact product delivered to my door $5,587.18 By being deceitful and lying about the source of the product I paid ProSource approximately $7,800. I can appreciate a business making some profit but when it comes at the cost of being deceitful and lying to the customer to eliminate the customer's right to confirm quality and price....it's call FRAUD not business. 2 quotes attached

  Business response

  01/11/2022

  We are a ProSource and Carpet One flooring franchise and have many private label and exclusive items on our showroom floor, as do all types of businesses. A prime example…Kirkland is the private label used at Costco, but most of the products are from brand name companies sold under the Kirkland name. There is no deceit in it; private labeling is a common practice across all industries.
  It is shocking and unfortunate to hear that Ms. Thompson has chosen to complain in this fashion after repeatedly utilizing our showroom and samples, thanking me for my patience and design advise on multiple occasions and telling her installer how much she loves all the flooring. She got exactly what she paid for. A white glove experience and excellent products. We charge a fair amount for all items we sell and provide a top-notch experience from day one, which she did utilize and enjoy. There are no refunds due.
  
  C***** *******
  Manager

  Customer response

  01/11/2022

  
  I am rejecting this response because:  For the reasons I stated in the original complaint.  If the product is sold under the manufacturers name by other retailers and there is no special manufacturing process or relationship with a particular company how can it be considered a private label.   Comparing a Kirkland product to this situation is not an equal comparison,  the price of a jar of mayonnaise can be compared to the price of other jars of mayonnaise to insure the consumer is getting the best value.  When we are talking a purchase of several thousand dollars the consumer should be given the proper information to be able to compare product to product just as we would compare a jar of mayonnaise.  If this truly had been a private label that had ProSource labeling, as a Kirkland product would have, I would not be raising this issue but that was not the case and I wasn't given the truthful information so I could make an informed decision on a product.

   

  J*** ********

   

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩