Tim D on BBB
2 years ago
06/09/2020, 06:55 AM
To save those who don't like to take the time to read specifics about specific experience with the service and dependability of vendors, Dolphin Carpet & Tile and more specifically their store manager Rick S. are the only people you want to work with when installing your carpet (flooring). They are service from another era. They are a dependable giant in their industry who still serve their community as if they were a small mom and pop shop.
Here is my specific example of how they served my wife and I on a simple baby's room carpet installation. I start there so that you understand this was not a huge job with a ton of commission on the line. My wife and I came in as stores were finally re-opening from COVID-19. We were way behind on our baby preparation and needed to get our guest room turned into a baby room as quick as possible. Rick S. was a humongous help in finding the perfect carpet for our exact situation. Our carpet we settled on was good for our pets and soon-to-be baby, contained no chemicals or glue, and was super soft. We provided the measurements of the room, signed the contract and were out the door in under an hour.
After we ordered the carpet, it arrived sooner than expected. Rick was determined to get the job in as soon as possible. He remembered our situation was that we wanted the carpet installed ASAP so we could start on all the other aspects that come with decorating a baby room. That may seem like a minor aspect of the service, but how many carpets and other jobs does this man see in a little over a week. Yet, he remembered and was calling us for installation dates and our availability.
On the morning of the installation I did not believe I would be making such a positive write-up. The room that I measured previously to be 14x8 apparently turned out to be 14x11. I could not believe I missed the measurement by so much. I had signed off on the size of the room and that the carpet would be ordered as a standard 12x15 leaving more than enough carpet for our closet. The installation team stated that the covering of the closet would not be possible because of my miscalculation, and I would have to order three more feet of the carpet just for a small closet.
So, let me stop here, I thought I was screwed. I did not think this was going to be negotiable. I messed up with the measurements, and I was going to have to eat the cost of an entire second job for a small closet. It was in the contract my name was signed to already. Here is why I'm taking the time to write this review. I wasn't.
By the time, I'd resolved that I had made a huge error, I received a text from, the man, Rick S.v, "I'm down stairs." He left the store to come to my little job because I, a customer who made a mistake, wasn't happy. He told me he had seven jobs running at the time. He didn't need to be at my small little problem, but there he was in my elevator walking into my tiny apartment. He made me feel like my problem was as important if not more than any job he had happening that day.
He came in and asked the installation crew if he could measure. He talked to the crew manager, encouraged them to do the best they could to get the job complete with the materials they had there, and HE EVEN TIPPED THE CREW!! He informed me that everything would be fine. He told me to be in touch if anything else happens. Like a superhero, he took out all the problems and left my wife and I at ease.
By early afternoon, the job was completed beautifully, and I was so happy that I too tipped the crew. The installation manager, Liz, was a major help as well in formulating all the parts of the installation. The whole team was amazing at taking an unhappy customer and making them a customer for life.
Like I said at the start of my review, they are an industry giant. They could have stuck to the measurements I provided and royally squeezed all of the money they wanted out of me based on the contract I signed. However, like a friend doing a favor for me, they did what they could to do the best they could with what they had on the job. They treated me as if I was a millionaire installing granite tile across my mansion. They are the only people I will trust when I have a major job and hopefully the mansion to boot.
For now, I have attached pictures of our building baby room