We had a traverse rod rip out of a wall tearing a fist size hole requiring repair. When my wife returned home from a trip, I discussed repairing it but we were unable to find a similar traverse rod. This one was probably 30 years old or older. So we discussed redecorating the living room. Custom blinds were ordered, new furniture was ordered and we shopped for carpet.
First we went to our local HD. Then we hit most of the carpet retailers in town. She found a carpet she liked and both agreed upon. The salesman came out, measured and provided a quote. We were shocked at the price.
We took that sample from Retailer A to HD and a guy waited on us. He searched diligently to find similar carpets in texture, color, materials, face weight and total weight. Finally he found one that was very similar in all aspects including color, specifications and warrantee. When he checked, he showed it had been discontinued. He checked online to see if other stores might have had enough still in stock to fill our needs. No such luck. Then he contacted the headquarters. It turns out, the reason it wasn't in stock was because it hadn't been produced recently but was due to be manufactured 1/16/2020. So while I was buying 5 gallons of interior paint, my wife placed the order. This morning we got confirmation calls from the installation team to schedule an installation date.
This flooring specialist at our local HD went above and beyond to satisfy my wife's carpeting desire saving us nearly $3,000. In this day of the internet and social media, it's as important to applaud excellent customer service as it is to rant over bad customer service.
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