Aaron g.

For brief recap, I had a free in home estimate on 12/16 and put down a deposit which I was told is 100%refundable. My wife decided she wasn't crazy about the rugs and wanted to cancel. When I called to certify the instructions I was directed to Franklin who was very nice and said he would discount the rugs by $500 if we decided to stay with your company. I said that could help and he sent over a price adjustment form to sign. I was still debating with my wife about the rugs but Franklin assured me the form would lock in the lower price and change nothing else in our contract.
Ultimately she decided against the rugs that same day despite the price adjustment.

We mailed in the appropriate cancellation form dated prior to the 12/20 date on our original form. This was again confirmed with 2 additional calls customer service that same day. The first representative was rather unpleasant and onerous stating we need to "follow the instructions on the form exactly or suffer the consequences?!?" This was a rather disturbing response to a simple and polite inquiry. The second representative was much more pleasant and reassured me that I was following the cancellation instructions appropriately and there was nothing else we needed to do aside from mail in the form before the 20th.

Fast forward to today and I received a confirmation call for my installation (which should have been canceled) and I quickly informed them of our situation and was escalated to "Alex" a "customer support manager" who informed me that the fine print in the price adjustment stated that I gave up my right to cancel the order, even though everything else in the original contract remained the same. He was rather abrupt in stating that there was no way to get my $595 dollar deposit back because I signed this form and there was nobody else for me to talk to.

I find these sale/cancellation tactics underhanded, deceptive, and frankly unethical.
I literally cancelled the order the same day and sent in the cancellation form. How is it possible that your company deems it appropriate to keep my money when they are not providing any services or goods in exchange?!?