Cherry Carpet & Flooring

"Dear Customer, I appreciate you returning my call and our conversation the other day. I am glad to hear that you have partnered with us in prior projects and it had always been a great experience. In regards to the shoe molding we learned a valuable lesson. As we discussed, when gaping is required around all sides and edges must be covered with some type of finish material, we never "finish cut" our materials as they must be covered by another finish material (I.E. - shoe molding, base, quarter round, etc). This product requires a minimum 1/4" expansion gap around all sides. This means sometimes pad is extended further then the product as it is going to be covered or "finished" with a finishing product. Our sales team put on the contract that the customer was going to install their own 1/4 round on the job. However, we should have discussed the size of the molding to be installed by you. As we directed the installer that 1/4 round was going to be used, they left gaping that 3/4" molding would cover as most typical size for "1/4 round". While I recognize a 1/2" molding was planned and desired from our conversation, a 3/4" molding did cover and finish for you luckily while understanding not the original desire. We went over this with our residential sales staff to make sure this is communicated clearly going forward to avoid this type of a situation again anytime someone besides us will be installing the finishing material. Further, you had mentioned that we left two doors off that needed to be cut without calling and communicating with you as they were not on the installer's work order. As we discussed, this is not our policy and I fully agreed that this should have been handled while on site. This has also been addressed with our production department to not have happen again. When asked if there was anything we could do to help you truly have that "Cherry" experience, you asked if we could help with the two doors needing to be cut. We scheduled and completed the cutting of those two doors which I understand you are pleased. I hope us calling to address your issues, handling internally and getting those two doors cut quickly enable to you to realize we are still the same quality company you knew prior to this job. If you have any questions or need any help further, please do not hesitate to call. We greatly appreciate the opportunity we have had with you prior and on this project to help you with your flooring needs. Further, we appreciate you taking the time to let us know about items that did not give you that known "Cherry" experience so we could correct them for you and internally for others moving forward. Sincerely, B. Ross Cherry - President"

"Dear Customer, Thank you for taking the time to let us know how we preformed. We pay our team for the professionals they are which means we are not always the cheapest; however, I do think we are the best value for the service given every time (well, we are human and not perfect so 98% of the time). I appreciate the fact that you understand and recognize value over price. We greatly appreciate you trusting us to help you with your project! We recognize that there are many choices and we are grateful you offered us the opportunity to handle your project. We hope that we get the opportunity to help you with any other flooring project you have come up in the future! Sincerely, B. Ross Cherry President"

"Dear Customer, We thank you greatly for trusting in us to help you with your project and taking the time to let us know how we performed. We hope your hardwoods floors look beautiful and perform for you for many years! It would be our honor to help you in your flooring needs again, just let us know. Sincerely, B. Ross Cherry President"

"Dear Mr. [Member Name Removed] Thank you so much for taking the time to pass on your very kind comments. I am so happy that you are pleased with your new carpet and that you experienced a professional installation. We strongly believe that our job is not only to help you find the right flooring for your home, but to make sure the installation is an positive experience. Please let us know if there is anything we can do for you. Sincerely, Peter Jacob Retail and Operations Manager"

"Dear Mrs. [Member Name Removed], Thank you trusting us to handle the new flooring in your kitchen and laundry room. I hope the tile looks great and lasts you many years. As I know you have many choices in flooring, we greatly appreciate you allowing us to handle this project for you. I am very pleased that our team handled everything professionally for you as stated above. If their is anything that you can tell us that might have made your experience better, please do not hesitate as that is the only way we can be at our best. You can do so at www.cherrycarpet.com or by calling us if you think of something. Please let us know if their is anything else we can do for you and we look forward to hearing from you when your next flooring project comes up. Sincerely, B. Ross Cherry President"

"Dear Customer, Thank you very much for giving us the opportunity and trust to handle your work. We recognize you have many options and appreciate it greatly. Thank you also for taking the time to let us know how we did as without, we can never get better! Please let us know if we can do anything else to assist you! Sincerely, B. Ross Cherry President"

"Dear Customer, Thank you greatly for the opportunity to work with you. We are very pleased with your experience and appreciate you taking the time to share it with others. If we can do anything to help you in the future, we are here to help. Sincerely, B. Ross Cherry President"

"Dear Customer, We are so grateful for the opportunity to help you with your project and hope you are truly pleased with the Shaw Tacoman Hickory laminate that you chose for your house! We appreciate the feedback that you gave us about everything going so well but the deliver for acclimation just being a little late. While we know a "b" is not bad, we like to strive for "A's" in all that we do. If you would like to send me a brief summary of how your expectation of that delivery should have been from what you were told that would be great to help us fine tune. You can send that to [email protected] if you so choose. We understand how many choices you have in flooring and we are honored you chose us to work within your home. Please let us know if you have any questions or we can help you in any other way. Enjoy your new floor for the upcoming holidays! Sincerely, B. Ross Cherry President"

"Dear Customer, We are very excited to hear that you were able to utilize our Outlet for your project! We have many products that are 50 to 75% off our retail pricing (which is already low as we do not use MSRP but everyday low pricing) that offer substantial savings and value to our customers. We truly appreciate you offering us the opportunity to work in your home! I see that we currently are under way with another project for you in which we are also appreciative! We look forward to hopefully putting another smile on your face as that is what we shoot for every chance we get with our customers! Sincerely, B. Ross Cherry"

"Thank you for taking the time to let us know how we did for you. It was a pleasure putting the Sheet Vinyl and Solid Vinyl Tile in your home. If you ever need anything, please let us know. Again, we appreciate the review and trusting in your home! Sincerely, B. Ross Cherry President"

"Thank you very much for taking the time to let us know your experience and for trusting us to handle your project. We are extremely pleased that we met your expectations and hope that we have an opportunity to help you again in the future. We are sure that you and your family (4 legged included) will enjoy your carpeting for years to come. Sincerely, B. Ross Cherry President"

"Thank you so much for trusting in us during a time that is full of cluster. A move can be one of the most stressful times in a person's life and we are excited to know we didn't help in creating any extra stress (hopefully maybe even reduced it when walking in and putting your toes into your new carpet). We hope you enjoy your new home and remember to use our free one year stain warranty if ever needed. Thank you again for trusting in us to help you be more comfortable in your new home and we hope we can help you again in the future. Sincerely, B. Ross Cherry President"

"I cannot tell you how pleased we are with your experience, it means everything to us. We try very hard to meet that level of an experience with every customer that comes through our door as that is the experience we would desire to have were it our home. To us, it is not about making a sale but the desire to have a customer and partner for life. I recognize the many choices that you have out there and we are truly excited that when you trusted us with your project and investment, we were able to meet your expectation! Thank you again for taking the time to let us know of your experience and we hope we have the pleasure of helping with any other of your flooring projects. Sincerely, B. Ross Cherry President"

"[member name removed] Thank you for using Cherry Carpet and Flooring and we appreciate you taking time to give us feedback on how we did. It is only by listening to such feedback and learning from it can we continue to improve. In these two installs, there are things we learned and will do differently in the future. There are also some comments that I think might need to clarify to fully understand what transpired. In reference to the first job, I’m glad that the carpet was installed well as you stated. You mentioned that a metal transition was bent and it doesn’t look proper. This doesn’t sound like it should have been left and we will review that with our installer. However, this is also the first we are hearing of this problem. If you had mentioned it before we would have immediately replaced it. We will call you today to arrange a time to do so. You also mentioned that when we came out to do the install we were not able to do so because a window was left open with rain causing the subfloor to be wet. The subfloor had to dry before we would be able to install the material, so we arranged our schedule to come back the next day. You mentioned you were upset about the charge for a second trip which is standard in the industry; however, our Retail Manager called you and said he would waive the charge but explained the reason for the charge. The reason being we still had to pay our installers for the lost wages on the first day which we do to keep a strong installation team and employees. Even though the job was close to our office, the time involved adds up from loading the truck, unloading, driving and setting up at a job site. In addition to jump to help you and create good service, we incurred overtime charges the next day to still take care of our previously scheduled customers but also meet your requests. In reference to the second job, you mentioned that Hope did a good job in helping. Hope does a wonderful job helping all of our customers and we will let her know of your feedback. We are extremely proud of our team. I understand your frustration with the lost key. You gave us a sealed envelope that we could not tell if a key was in it due to the more bulky wireless gate opener inside. It was given to the installer and not opened until he arrived at the job site. Inside he found the wireless gate opener. When he went up to the front door it was unlocked. You are sure you put a separate front door key in the envelope for the installer and he said it wasn’t there when he opened it. Obviously, the key got lost somewhere along the envelopes’ path, but if it happened on our end, it was certainly not our intention or even negligent on our part. One of the things we learned here is always to open envelopes like this in the company of the customer and to put in writing on the contact what keys have been provided. To say that we blew off your concerns as no big deal, or that we were lying as you stated in your email to us (with many other choice words to emphasize your frustration), is totally incorrect. We searched all of our grounds where the envelope may have been and we searched the installers vehicle to see if it could have fallen out anywhere. Hope not only offered to replace the key, but she offered to come get a copy from you and take it herself to have a copy made and then bring it back to you. We are sorry this incident occurred, but if we lost the key it was an honest mistake and we did all we could to rectify it. Again, we thank you for your feedback and we hope we get another opportunity to show you how every member of our staff is focused on delivering a superior level of customer service. Sincerely, B. Ross Cherry"

"Customer, Thank you so much for trusting us to handle your project and for taking the time to help us know our "score" with you by filling out this review. I am very happy that you were ultimately pleased with your product and overall experience. This morning I discussed with production your comment about the old material being left, the door not being hung and the vacuuming not being completed. The only thought I could find in the material being left and door not being hung is that we sent two in- house crews, one on each day of installation, to complete your project. While this is not typical, we did this to try and meet your schedule along with the other work that was scheduled those days. What we have learned and passed on to our team members is that each day they are to "pass the torch" cleanly and with full knowledge to each other. I believe the first crew put the material in the garage to get out later along with removing the door the first day which didn't get passed on to handle accordingly the last day of installation. In regards to the pieces not being picked up and the vacuuming not being completed, well I have nothing to say as that is company policy on all residential jobs and we just fell short that day. Rest assured the importance of leaving the job with a "cherry on top" has been transmitted down to all. While these items were extremely correctable and quickly jumped on, in my opinion this is what moved your rating of our pricing to a "C". As I told my team this morning, when the service level or expectation is not met, whether large or small, it changes the "value" perceived of the customer. Hence detail all the way down to the smallest piece needs to be finished to not only meet the expectation but surpass the expectation and in return creating a greater "value". Again, thank you so much for your trust in our company. We hope we have the opportunity again in the future to raise our bar to meet your expectation and create a much greater value for you. Thank you for your time and Happy Thanksgiving! B. Ross Cherry President."

"Dear Customer, I am ecstatic that you are pleased with your flooring. As I stated to you the first day we met at your house, our goal is to always satisfy our customers and do right by them. While we strive to be perfect in our service, we do have the few mistakes and always stand behind them. I greatly appreciate you allowing me your valuable time to meet, your patience while we go through the vendor to get corrected and your effort to show the appreciation with the above report. As I tell our team constantly, "it is not about completing a job, it is about making customers"! Thank you for trusting us when you could not have and ultimately, being one of our customers! Sincerely, B. Ross Cherry President"

"Dear Customer, Thank you so much for trusting us to complete your time driven move. I am very pleased our team was able to help you get moved into your new house on time during this exciting and sometimes stressful time of your life. I hope we were able to at least keep one situation of your move from creating stress. Please let us know if you need any help with maintenance or anything else and we look forward to having the opportunity to server you again. Sincerely, B. Ross Cherry"

"Customer, Thank you so much for allowing us the trust to work in your home and taking the time to offer your feed back. We are very happy you are pleased with your experience and hope we have the opportunity to help you again. Take care and enjoy that new carpeting! Sincerely, Ross Cherry President"

"Customer, We are very sorry that this was your experience with us. Our delivery days have been the same for many years and we are sorry they didn't meet your needs. In regards to the pad, we believe their was discussion about whether pad was needed in which you were going to contact us back prior to delivery if indeed it was needed. Also, we do line item every item on our contracts in which this was not listed. We are sorry for any misunderstanding that might have taking place. I guess on the bright side, we did deliver the pad to you and did not charge you a delivery fee as you have stated. I hope that helps as you must not have known we made that concession for you. We are sorry about the misunderstandings that seemed to take place and will strive to try to have better communications in the future. Sincerely, Ross Cherry President"

"Customer, We are so pleased that our coupon gave you initiative to come check us out. We recognize how hard it is to have a large project like this happen in your home and are grateful you gave us the trust to complete it for you. We hope we have an opportunity to help you with your next project! Thank you again for allowing us to work with you and we greatly appreciate you taking the time to offer us your feed back of your experience! Sincerely, Ross Cherry President"

"Customer, As I was reviewing our Angie's List reviews I noticed it seemed as though I didn't respond. Considering we talked on the phone one evening in which you also offered me your positive experience, I would have thought I did so. Anyway, thank you! Thank you for your trust in us to handle your mother's home and for taking the time to let others and us know of your experience. Also, for taking the time to talk to me for sometime when I called that evening. We know it is time consuming enough to have projects like this to happen in your home but then to give the time to offer you feed back means you are giving that much more. Without people offering us their good and bad comments, we could never grow to constantly do better! Sincerely, Ross Cherry President"

"Customer, I love reading reviews like this one. We try hard to give an experience from start to finish that leaves our customers with this feeling. I will pass on your comments to our team and thank you for taking the time to let us know. We greatly appreciate you trusting us to work in one of your largest investments as we recognize you could have chosen any other. Sincerely, Ross Cherry President"

"Customer, Thank you for putting your trust in us to complete the project at your house. While we do work hard to handle our business properly, apparently we need to evaluate our production side in this regard to help finish your experience. Please know that I am forwarding this review to our Production Manager to investigate and see how we could have handled better or where we let fall through the cracks. I hope that with this, we will offer you the opportunity to rate as an A as we will have carried the great service experience from start to end. Thank you again for your trust in us and we will work to make it an "A" experience next time. Ross Cherry President"