CARPET EXCHANGE

At first it seemed like a good deal and a pleasant salesperson. Wow I had no idea. I found a carpet remnant that looked ok in the store, and I asked for a sample to take home. The salesperson brought me a sample for that remnant which I took home and looked at. It had the actual manufacturer label on it with the color number and name. I kept that sample and that is what I called her back within an hour and ordered. The installers were 7 hours late (!) although they did tuck the carpet in well so I was ready to forgive and forget. But the carpet they actually brought and began to install, was not the same exact color. It did not match the sample, it was lighter and had this hue to it that was kind of... PINK! OMG all my home interior colors clash with pink! The last color on earth I would want on my floor. My walls are a light tan kind of color with yellow-golden hues. We didn't realize the issue until they had installed the upstairs hallway - I was downstairs while they worked. As soon as I realized something was wrong, we compared it to the sample in various lights, and it was obvious that the color did not match and some kind of mistake had been made. But, the installation was more than halfway done. The installers offered to abandon the job but indicated doubt they would be able to come back in the same week to re-install. And I have company coming this weekend! After waiting 7 hours for them the first time, I was thinking this could be a real disaster. Rather than have no carpet with guests coming, I was stuck with letting them finish. But here is where things got UGLY: when I called and tried to talk to Carpet Exchange about it, I got this guy named Matt, not the salesperson I had worked with. She had gone home for the day. When I told Matt what had happened, he immediately got authoritative and gave me a hard time. When I told him we had compared the install carpet to the sample I had ordered from and that it wasn't the same color, he began trying to refute my statements. As soon as I said, " and they are not the same color," and he interrupted, got pushy and adamant and said "I loaded that carpet MYSELF and they ARE ABSOLUTELY the same color!" Like, Lady you are so WRONG . So then I became adamant as well, saying "NO, like I said they are NOT the same color, I can look STRAIGHT at them and see that and you will be able to see that too" and he interrupted me and said "Ma'am, if you are going to yell at me I am just going to hang up on you". Then proceeded to tell me that I would need to bring my sample to HIM and let HIM look at it and decide whether there really was a color mismatch. Then said, the only person who could actually do anything about it " IF " there was a problem, ("IF??") was my salesperson, who wasn't going to be in until the next morning, and he would decide whether she needed to see it. So... not wanting to leave ONLY SAMPLE and my ONLY PROOF that there was a real issue, with someone acting like HIM, I said I would come in the next morning and bring the sample to my salesperson - since she was the only person who could do anything about it anyway. So then it gets maddening... he started trying to push me to bring it to HIM... saying that it would only compromise my ability to get anything done about it very soon if I didn't bring it to HIM first and let HIM first decide whether it could be "Ruled out" as a mismatch! And then HE would give it to my salesperson to fix, if it was actually a real issue. So... by this time I'm just incredulous at this guy's carrying on. I'm thinking, I'm not parting with my sample, not with this going on. I may need it for my lawyer! Meanwhile, he reiterated again it may have a bad effect on my ability to get the matter dealt with in a "timely manner" if I didn't bring it to him first. Yeah, I'm not letting that sample out of my sight. I don't know now if these guys are going to put me through h*** or what. It sure looks that way. I'm definitely not going there until tomorrow when my salesperson is actually there. But today, sadly, It looks like PINK PUKE in my upstairs hallway against yellow-hues of my close-in creamy colored hall walls. Yeah, Welcome back to the 70's... I absolutely hate it. And I hate being treated that way. I do not recommend this to others.

I haven't used them in this house but I have used them a couple of times in the past. They were good and everybody in my family uses them. They are like a chain here so they are pretty big. My parents are using them right now and they are very pleased with them. I've used them for carpet before but that was even longer ago. They were reasonable. The installer was professional and they had a good collection. They actually gave me a really good deal because they had miss marked something so they gave it to me for a lower price. Their professionalism, service and cleanup were all good. I remember them being very good with responsiveness. I'm sure their punctuality was fine too.

In order to appreciate this review, I admit that I based upon my experiences with a sales representative and not Carpet Exchange. I recently purchased my first home and began totally renovating it. I made all my decisions based upon a very limited knowledge of general contracting. I knew that I needed to replace nearly 2,000 square feet of flooring and have the existing wall to wall carpeting and vinyl flooring removed. I envisioned a combination of carpet and either hardwood or laminate and since I plan on remaining in this home for many years, I selected a high grade of carpet and laminate. My experience: A family member recommended a salesman affiliated with Carpet Exchange, since I had recently moved back to the Denver area I decided on this individual and proceed with my flooring project. Looking back in hindsight, I should have My phone messages went unanswered and the at result but not with what it took to get to that point.

The staff at Carpet Exchange were overall very pleasant and professional. The selection the quality was good. However, the contractor which they suggested we use was not very professional. He called us a few days later saying he had taken our number down incorrectly, then called the day before he was due to come out to measure the floors to postpone his appointment due to a family crisis. The day he did come, he came over an hour earlier than the appointment without calling us first. He was very nice, but didn't fill me with a feeling of confidence about how he was measuring the rooms and seemed distracted and disorganized.

I went to their store to purchase several rooms of carpet for my home. Their prices seemed reasonable and the carpet seemed to be of good quality, but when I wanted to take several samples home to see how they matched my decor, I had to give them a deposit of $25.00. The sales person provided me with a cost estimate based upon my measurements. In order for them to come to my home and measure the job for a firm quote, I would have to pay them 50% of the cost estimate they had provided based upon my measurements. I asked if they had any advertised specials. The sales person told me that they would beat any quote by 10% and that was the only special that they had. Later that evening, I saw a television ad where Carpet Exchange was advertising to carpet an entire home for a set price. Such price was less than I was quoted for several rooms. They did not get the job.

The carpeting was not stretched correctly. I spent about $2000. They took my new carpeting and put it out in the middle of the road to cut it. I thought it was going to rain but fortunately it did not. However, I did not think that it was the right place to roll out the new carpet. The installation was fine but two years later there were bumps in it because they had not stretched it properly. I had somebody come in and re stretch the carpeting for $95. They told me that the previous company had used a carpet kicker instead of a carpet stretcher. He took an inch and half off of the carpeting and re stretched it. I will not use them for carpeting again.

Less than six months after installation, the laminate showed signs of bubbling along the seams of boards near the bathroom. When I called, the manager's first response was that I was "probably using too much water" in cleaning the floor. The company sent an "independent" inspector who said I was responsible for the damage. Less than a week after I received the report, a pipe upstairs broke and flooded my flooring--suddenly the manager agreed that the damage was NOT my fault. The building contractor payed to replace the laminate. Carpet Exchange did not allow sufficient time for the subfloor to dry before installing the new laminate. When more bubbling occurred in the replacement laminate, I called Carpet Exchange. There ensued many weeks of conversations back and forth. I eventually had to sit with my concrete sub floor exposed for six weeks before Carpet Exchange blamed my dogs for the damage (even though Wilson Art flooring is guaranteed against such damage when the flooring is professionally installed). Eventually, they called me into their office and bullied me into accepting a replacement at reduced charges. I decided to tile the surface and had to pay $1800 for the tile which I then had to install myself because I couldn't afford to have a professional do it. The company's "guarantee" of customer satisfaction is not valid. It's been four years and I am still upset about their circumvention of the manufacturer's guidelines on the product's guarantee. (The manufacturer's rep is supposed to consult on the product's warranty.) I did not use them again when I purchased more of the laminate and new carpet for other rooms in the apartment. They also charged me extra to have an installer come out to properly finish the original laminate job. (The installer had left the carpets next to the laminate loose, "thinking" I was having new carpet put down in the bedrooms.) All in all, this particular branch manager seems to think that a customer should be fleeced at every opportunity. Had I been a man, over six feet and vulgar in my speech, I expect their treatment would have been more service-oriented.

They did this job on one days notice. We went and picked out the carpet and the next day they installed it for us. They did a very good job on such short notice. The guys that came out definitely knew what they were doing and did a fine job.

THIS COMPANY WAS VERY GOOD. THE SALESMAN WAS VERY HELPFUL FINDING SOME CARPET THAT WOULD COMPLIMENT THE EXISTING CARPET IN MY HOUSE. I WOULD RECOMMEND CARPET EXCHANGE TO ANYONE WHO NEEDS NEW CARPET.

WE HAVE USED CARPET EXCHANGE MANY TIMES. THEY ARE PROMPT AND ACCURATE IN MEASURING CARPET NEEDED. THE INSTALLERS WERE TIMELY AND DID AN EXCELLENT JOB.

THE SALE PERSON WAS GREAT AND WE GOT A GREAT DEAL ON THE QUALITY OF CARPETING THAT WE GOT. UNFORTUNATELY THE INSTALLERS THAT THEY SENT OUT WERE BAD. THE TOTAL JOB WAS TO TAKE TWO DAYS. THEY SHOWED UP LATE EVERY DAY AND SEEMED HUNG OVER AS THERE WAS USUALLY TWO OF THE THREE SLEEPING UNDER THE TREE IN THE FRONT YARD WHILE ONE WAS TRYING TO GET SOME THING DONE. IT TOOK THEM THREE DAYS TO COMPLETE THE JOB AND WE HAD SOME PROBLEMS WITH SOME SEAMS A FEW WEEK AFTER. WE CALLED CARPET EXCHANGE AND LET THEM KNOW AND NEVER GOT A CALL BACK SO WE HAD SOMEONE ELSE COME OUT AND FIX THEM.

WE HAD A GOOD EXPERIENCE FOR THE MOST PART AT THE STORE. THE ONLY PROBLEM I HAD WAS WHEN THEY WERE SUPPOSED TO COME OUT AND MEASURE. WE HAD TO TAKE TIME FROM WORK TO BE AT THE PROPERTY AND WE WAITED AND WAITED. WE FINALLY CALLED THE COMPANY TO TRACK WHERE THEY WERE AT AND THEY TOLD US THEY WOULDN'T BE ABLE TO BE OUT TILL THE NEXT DAY. WE INFORMED THEM, THAT WAS UNACCEPTABLE AND WE HAD THE DAY SET ASIDE THAT DAY AND THAT DAY ONLY. THE MANAGER ENDED UP COMING OUT AND DOING THE MEASURING. WHEN THE CARPET WAS TO BE INSTALLED, IT WAS DISCOVERED THAT THERE WAS ACTUALLY SEVERAL HUNDRED MORE FEET THAN THE ORIGINAL ESTIMATE. THEY WERE GOOD ENOUGH NOT TO CHARGE US THE EXTRA BUT WE DID HAVE TO TAKE ANOTHER DAY OFF TO RESCHEDULE THE SECOND INSTALL DATE, SINCE IT WAS INITIALLY MEASURED WRONG.

WE WENT TO THE STORE WHERE THEY HAD A GREAT SELECTION OF CARPET TO CHOOSE FROM AT COMPETITIVE PRICES, THEY DID A GREAT JOB ON THE INSTALLATION AND REMOVAL OF THE OLD CARPETING.