For just the refund, I'd be more than suspicious about the "disparaging remarks" clause. Now if they were to provide you with an additional $1000 above, then I'd probably agree.

They're trying to keep a negative review going out on social media.

Perhaps you should google "name of the company" and "reviews" and see what pops up.

The release is pretty standard for larger refunds of this type from retailers.

As for the square footage it is hard to follow your statements. You are guessing and estimating and ball-parking. Stairs are generally considered a special installation and would not be quoted at standard square foot installation rates. You have a hall and stairs. Those are not standard and sometimes require more carpet to do a good job. Plus your belief about it being plush and direction not mattering is not necessarily correct. Every woven carpet has a directional grain. Maybe not to the naked eye but how it will lay and perform.

Is disputing the charge with your credit card an option? or has too much time passed? I don't think you have options.

Take the refund and your happy with the carpet installation? Your transaction is complete.

Ditto Nicole.

My question to you is: with this big blow out sale do you still come out ahead? Meaning your total cost, even though it wasn't what you thought you were getting (the extra left over carpet that you have used to another room) only because it was available, not actually planned for) still much lower than what you would have gotten without a sale?

Yes, I agree many things wrong here. Live and learn with this company. I might have questioned what the actual measurement was when the rep came to measure to see how mine compared. But, you thought they would be honest.

You are boiling mad. Only you can decide whether you want to take the refund and move on or proceed with the credit card dispute.

For me, if I still saved money in the long run for what I originally wanted which was the stairs and hall and was happy with the installation, I would let it go.

Take the refund and refrain from any more posts concerning the topic. You know to avoid the company in the future.

watchmelol, I do know exactly how much carpet was needed since I have the paperwork from a previous installation of a berber, with a linear pattern, in that exact area. That carpet would certainly have had any special considerations about direction involved in its installation, and yet used some 70 sf less than this company is claiming to have needed. I also watched the installation process and saw the pieces being cut from the roll and how they were installed -- exactly the same as the old carpet which I pulled out myself. Further, they clearly quoted the installation price per square foot for this installation on stairs -- that is not subject to estimation on my part nor any after the fact upcharge.

The installation is not perfect, it is noticeably uneven along the doorways into the bedrooms where it ends on hardwood, but I'm going to live with that.

eld6161, I am upset, but more upset at the thought that perhaps this sort of thing was not a one time series of mistakes, but is standard practice to pad the bottom line of the company. Even if they had used some of the second remnant (which they did not), returning the leftover to the warehouse to be resold without asking me is theft IMO. That is what I don't want to agree to keep a secret.

I will be perfectly happy to update my review to state that they refunded my money, but I don't want to pretend that it never happened. Plus, threatening to sue me for monetary damages if I ever tell anyone about my experience is rather excessive!

Plus, threatening to sue me for monetary damages if I ever tell anyone about my experience is rather excessive!

Have you been reading the news about Stormy?

I thought the state Attorney General handles unfair business practice complaints. Or maybe a consumer protection agency for your state.

I would not sign the confidentiality agreement even if it meant turning down the refund. They are getting too much and paying too little for your silence.

I think I would take the refund and call it a day if that was a satisfactory solution. In your case, considering you are feeling uneasy about the whole thing, I would at least call the credit card company and inquire about disputing the charges. Go with your gut on this one.....or I suspect you will have regrets. Often it is more about the principle than the money.

LOL Lucille! I wonder if the owners of this company are friends of the Donald?

I have never heard of a retail store requiring a confidential agreement in order for them to send a refund. The place we bought our carpet from first provided an ESTIMATE based on our measurements, then they sent their guy out to measure for accuaracy and only THEN did we pay for the cost of the carpet and install; before the installation took place. So IMO, this company wants the agreement because they absolutely have something to hide, I.E. dishonest sales practices and employees who feel it’s ok to STEAL. Honestly? I’d be pissed enough about the whole thing, that I’d never ever agree to that. Why? So they could continue with their dirty business practices?

I’d be inclinded to send them a written demand for my refund via certified mail that outlines what they did from start to finish and I’d make it very clear that I’m prepared to make anyone and everyone who is interested aware of their business practices from both a social and legal perspective. If you have all of your paperwork and documentation, then small claims court would be one way of getting your money back.

ETA: I am so surprised to read that so many would walk away....that’s obviously why they feel it’s ok to screw people. :c(

Rae, I also forgot to say that I am sorry that you’re going through this and I’m hopeful you’ll find a resolve that you’re comfortable with. Even though it’s the reality of the times, it’s not fair that you couldn’t trust the company to do the right thing. Shame on them!

Call the attorney general's office and find out if it's legit for a store require you to not spread the bad news. That, in itself, would make my blood boil.

The installation is not perfect, it is noticeably uneven along the doorways into the bedrooms where it ends on hardwood, but I'm going to live with that.

I want to know why you would agree to this? I think I would call back and have them remove the whole thing and refund my money. I would start over.

If I bought two remnants and they only needed one, I would expect to be left with the extra remnant. The fact that they didn't even bring it and still charged you for it tells volumes. No advice, really just that observation.

Dances.

I've just gotten offline with the AG consumer protection division. Unfortunately, although they do post the relevant laws (for many issues) they will not offer any interpretation or advice. I can file a complaint online.

It appears that the company may have violated state law only in the fact that it has been over 8 weeks since I purchased the carpet and they have not delivered it, therefore requiring a refund (the law gives a company 8 weeks to make delivery).

I am going to message the corporate customer service person (in order to leave a message trail, instead of calling) and tell her that I am very uncomfortable with the language of this release in order to receive my refund, and that it appears they might be treading on the wrong side of the law. I will mention that I have the options of filing a complaint with the AG and disputing the charge with my credit card.

If they fear publicity, tell them you are going to call the local consumer TV personality, radio station, Facebook, newspaper....and that you are doing to start a GoFundMe for the refund money and mention in your GoFundMe request that this company (and you are going to name it) requires that anything from them be hush money as well as the refund you deserve.

Sometimes when they are expecting adverse publicity they can get nasty and start talking about defamation, but you can be prepared and tell them that telling the truth is not part of the definition of defamation.

I agree - they owe you a refund, you don't owe them silence! I rely heavily on reviews prior to purchasing many things. I see nothing wrong with you updating your review to say they refunded your money but you have every right to spell out what transpired.

Did you post your review on their website?

Please write down times of phone calls, dates, people you spoke to and subject matter. It'll help you a lot if this has to go further.

That is good advice, Hareball. I'm not sure I will be able to retroactively date/document my calls to the salesman in February. But I can document my conversation with the local CS March 5 and corporate CS yesterday morning, plus messages are still on Yelp and in my email.

Share_oh, I posted on Yelp for my city. This company has many stores here, and in this state, along with locations spread throughout the southeast USA, Chicago, and Pittsburgh.

Before you call them, do call your credit card company and see what they can do for you. AmEx has always had my back. If they do a charge-back for what you did not receive, but paid for, you can shout from the hills that this company is run by crooks!

The language is important. If they wanted you to sign this agreement, that's OK, as they say, 'just say no'. If however they are saying that to get the refund you are owed you MUST sign, that is something else. If they are saying it is a requirement, come down on them like a ton of bricks.

Unfortunately, you are the one who brought it into the realm of social media by posting a negative review online. So their response addresses that issue (they want to stop the negative social media) as well as providing you with a refund. I would take the refund and sign the agreement. You will have gotten the money back that you deserve. As eld6161 said, sometimes it's best to let things go.

Let us know the outcome.

Update! I did dispute the charge with my credit card, and also messaged the company's CS about my reluctance to sign such a broad waiver of my rights when they were the ones that created this situation. They were quite adamant, over the course of 3 phone conversations (the CS rep kept checking with her supervisor), that unless I signed the release/waiver I would get no refund.

I told them that I would not sign the waiver and would pursue the other options (file complaints with the attorney general & with the BBB, and continue to dispute the charge). I contacted my bank's credit dispute desk again to ask them about this demand for a waiver of my rights, and they advised me to not engage with the company any further.

A few days later, I also posted an update to my original online review, detailing my interactions with the company including the terms of the release/waiver that they wanted me to sign in order to be refunded for my missing carpet and the overcharge for installation.

Amazingly, the next morning I received both a phone message and an email telling me that "after much deliberation" the company has decided to grant me my refund without requiring me to sign the waiver.

I haven't responded yet. I suspect that they will ask me to remove my negative review.

I will call the bank again to see if they advise accepting this, or continue to allow VISA to deal with it.

PS if anyone wants to know the name of this multi-state flooring chain, send me a PM. I would warn anyone against dealing with them. Most transactions go off smoothly, I expect, but I do still wonder if overestimating and overcharging is SOP for them and folks just don't realize that it has happened.

I think it's great that you stuck with your right to a refund without meeting their unreasonable and likely illegal terms. I'm curious why you won't post the name of the company. If you'd searched online for recommendations or negative feedback about the company, wouldn't you have wanted to find info like this? I would not remove my negative review, but would update with the resolution.

"I do still wonder if overestimating and overcharging is SOP for them and folks just don't realize that it has happened." How would folks know if others won't post honest reviews? I think it's an obligation we, as consumers, have to other consumers to hold businesses accountable and responsible for honest business practices. They should not be allowed to remain anonymous.

If you are fearful of something, then perhaps wait until your refund is in hand and then edit your post to name the company.

Yes, I want to wait until I have cash in hand!

ETA: I have used their name in my review.

Last update (I hope)! They have told me that they are simply going to accept the dispute via Visa. No other requests, demands, papers to sign!