We purchased 2 area rugs from this store. One rug is for the living room and fits fine and looks great. The other rug is for the dining room. I forgot to measure the transitional space from the kitchen into the dining room. This meant that at one end the corners of the rug did not lie flat. I asked the installer what my options were and if the rug could be custom cut at the corners. He said yes, they do this all the time and the work could be done in the house. He said for me to call my salesman right away and set up the custom job. I did this and explained that it was my mistake and that the rug needed perpendicular cuts at one end on both corners. I also used the language that one end needed the corners notched so it would fit and lie flat. The salesman gave me a price that I thought was too high, but I agreed since this was my mistake. He immediately put a 50% deposit for the custom work on my credit card. I spoke to the salesman a number of times, always using the same language to describe the work that was needed. Throughout this process I relied on his (and others at G. Fried) expertise regarding anything related to carpets. This is not my field. He kept assuring me that this work could be done and that after talking with the labor manager, a better quality job could be done at their facility. I told him that this was fine but the corners would have to be measured in the house before taking the rug and padding. The installers arrived to pick up the rug and did not measure. They told my husband, who was home at the time, they were only instructed to pick up the rug and padding. My husband called the salesman, who told him that we had agreed that the rug was to be brought back to them and cut down. Not what we had agreed to at all. I spoke to the salesman who admitted that he misunderstood what I asked for. The salesman then said that he was sorry that he had gotten involved in this at all. The matching binding was never ordered either. It was eventually done.
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