Floors, Flooring, and More and Carpet Too! » Customer Reviews

American Carpet Wholesalers – a BBB accredited business?

Jerry — Thu, 10 Sep 2009 11:09:53 +0000

When a consumer uses the BBB to check our credentials this is what they see!

Name:	American Carpet Wholesalers
Phone:	(706) 266-6048
Fax:	(706) 370-4172
Address:	1812 S Hamilton St
	Dalton, GA 30720-5343
Website:	www.carpet-wholesale.com
Principal:	Mr. Jerry Bryson
Customer Contact:	Mr. Jerry Bryson – (706) 266-6048
File Open Date:	March 2005
Type of Business:	Wholesalers & Distributors
BBB Accreditation:	This company is not a BBB Accredited business

and then our record:

Customer Complaint History

When considering complaint information, please take into account the company’s size and volume of transactions, and understand that the nature of complaints and a firm’s responses to them are often more important than the number of complaints.

BBB processed a total of 5 complaints about this company in the last 36 months, our standard reporting period. Of the total of 5 complaints closed in 36 months, 2 were closed in the last year.

Sales Practice Issues
	Administratively Closed
		1 -	BBB determined that despite the company’s reasonable effort to address complaint issues, the consumer remained dissatisfied.

Customer Service Issues
	Resolved
		1 -	Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

Product Issues
	Resolved
		2 -	Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

Refund or Exchange Issues
	Administratively Closed
		1 -	BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.I want to draw your attention to last line of our company information:“This company is not a BBB Accredited business.” The BBB wields great power and to put this statement on a company’s info file for all to see is downright deceptive. Accredited businesses pay a fee for accreditation. A consumer could draw the conclusion that the company is somehow less than honorable.If you look at our record, and that is why the BBB is there, you see we have 5 complaints in the last 3 years. None of which are unresolved. Taking in to consideration American Carpet Wholesalers sells and ships to over 5000 customers per year, only 5 out of some 15,000 felt a need to contact the BBB is a sparkling record and that is what the BBB needs to communicating to the consumer. That they should feel comfortable dealing with American Carpet Wholesalers.

I felt this post was necessary as several customers have asked us recently why we are not an accredited business. I want everyone to know that American Carpet Wholesalers is a consumer friendly business and we stand behind each and every customer.

Customer Reviews and Satisfaction

Jerry — Wed, 12 Aug 2009 13:21:15 +0000

Customer reviews about American Carpet Wholesalers of Georgia provided by Google. A reason to smile? Maybe not yet. Although we have a great rating (almost twice as good as any other online flooring retailer), I personally do not think we can smile until it is perfect. Every staff member at ACWG is committed to making sure our orders are shipped timely, accurate, and damage free. Occasionally something falls thru the cracks and we drop the ball, but those instances are rare and every time we find those cracks, they are sealed. American Carpet Wholesalers has been online for about 10 years and 7 with the current employee structure. Our experience has taught us not to make excuses for our mistakes, but to admit to them and not to make them again. One day soon I hope to report our rating has reached 5 out of 5.

Don’t Be Afraid of Customer Reviews

Jerry — Thu, 31 Jul 2008 09:55:00 +0000

……….. unless you have something to be afraid of.

A customer review system is the single most important way to improve any business. We love to know when we have fulfilled an order in such a way that the customer wants to tell the world. Be it good or bad. We have two separate independent review portals that give us a good barometer of what kind of shopping experience our customers had. On one, our satisfaction rating is 4.6 out of 5 ,and the other it is 4.8 out of 5. I will not be happy until they are both 5 out of 5.

I do not have time to respond to each and every one of them, but I do respond to negative feedback. Not to make excuses, but to make the customer believe we appreciate the feedback and to promise we will do better. We have kept those promises. Since our last negative feedback we have raised those scores from 4.3 out 5 and 4.5 out of 5 respectively. I am proud of my crew that is in charge of maintaining our customer relations. They are Monica Cunningham, LeAnda Seay, Shirin Rana, and Tammy Anderson.

Improving those scores was not just a simple matter of delivering the order on time. It involves staying in touch with the customer all thru the order process. Let them know if there will be any delays, what day to expect the delivery, and make them aware of what to expect and what to do in case there is a problem. One customer gave us a 4 out of 5 for one simple correctable reason. She got the order a day early than she anticipated, she saved a lot of money, the product was beautiful in her home, so what was the reason? We failed to notify her that the order was shipped and it caught her not prepared to receive the order. We acknowledged our shortcomings and promised to do better. She has since placed another order and this time we received a 5 out of 5 from her.

We are not a perfect company. Our team is made up of human beings, computers, and third party vendors and transportation companies. We do our best to keep orders from falling thru the cracks. But when one does, we try to identify the crack and seal it.

Sometimes it hurts the bottom line to do what is right. but as a service company, if we or any other company are not prepared or willing to service a customer’s needs, there will soon not be any customers to service.