Dulmes Décor Carpet One Floor & Home — Local services in Sheboygan

Our project included 3 areas. Luxury vinyl plank, carpet, and tile.

Each of the 3 different types had their own issues.

The tile was a simple retail sale, as we were doing the install ourselves. When the original arrival date arrived, but my tile did not, I called my sales person and she stated that she would look into it. I was advised that it would arrive later than originally told. When I followed up again, when the new claimed arrival came and went, I was told that the vendor had an issue with their ordering system and my order was not received. Reading between the lines, this looks like an excuse to shift blame away from Dulmes for them forgetting to put my order in. It took several more weeks and more phone calls from me to finally get all of my tile.

The LVP project began on time and was going quickly. However; on day 2 of the install, I observed that the installers were nowhere to be found in the afternoon. I noted that there was a large area of the first floor that was not complete, but the installers tools were all gone. I also observed 3 boxes of LVP sitting where it should have been installed. I contacted the store and was advised that the installers were short product and that 3 more boxes of LVP would need to be ordered. I asked how they were short a full 3 boxes and was told it was because the installers are so thorough, that they had located that many damaged plank. If this is the case, I'm not sure how the manufacturer stays in business, because that is a lot of defective product. I was told the LVP would arrive the following week, which it did not. It took 2 weeks to get the problem corrected and finish the install. During this period I was told that Dulmes did not control the shippers and they could not pinpoint when the delivery would actually arrive.

The carpet also had an issue, where the product was shorted, and I had to wait for approximately 1 week while more carpet was ordered. The installer advised me that they had been given too little product to complete the steps. The installer also advised me that they were forced to seem together 2 pieces in an attempt to make the required square footage, but were still short 4 steps. The installer advised that seeming was not abnormal, but that ideally in a situation like this, the carpet should be one piece and not pieced together because they were shorted product.

Finally, being at the end of my rope, I spoke with an employee and voiced my displeasure with all of the delays and mistakes that were made across all 3 product lines. The employee advised me that the product being short ordered was my fault, as the drawings(which were from my architect) were incorrect. I also reminded the employee that there estimator had been on site twice prior to the project acceptance, and had measured it. Meaning that the numbers they had were from their own estimator. Once the employee began blaming me for the issues I encountered, I advised him that I did not want to speak with him any further and I hung up the phone. The employee called me back and left a voicemail, where he proceeded to tell me "Pretty sure you didn't hang up on me, I'm hoping you didn't do that." and that "Gary Dulmes knows everything about this and is very happy with the customer service we have given you."

At no point during this did Dulmes take responsibility for the issues. From the ordering issue that the tile supplier had, to shorting product for both LVP and carpet, to the delays in product arrival, it was always an excuse as to why it wasn't their fault. The reality is that when you're the seller, it is your fault. I'm buying the product from you, not your suppliers. I'm looking to you for accountability when things go wrong. I understand things going wrong and mistakes being made, and a simple frank conversation where I'm told that somebody messed up and it will be rectified is sufficient.

If Gary Dulmes really is very happy with the customer service that I was provided, then buyer beware, because there was nothing good about the customer service I...

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