Carpet Exchange

I recently spent $5500 on new carpet from Carpet Exchange in Westminster. It was installed yesterday (by a separate installer, because I had read bad reviews on CE's installers), but the color is off. Compared with the color sample I was given by their salesman, it is too beige (supposed to be more gray). I brought in some leftover carpet to their store along with the original sample to show them. Apparently the problem was that Smart Strand has two different and quot;early frostand quot; colors, and the sample I was given does not correspond to the type of carpet I ordered. The original salesperson (Larry) certainly never mentioned that there were two different and quot;early frostsand quot; --best case scenario he was ignorant. Worst case he was trying to steer me to the more expensive version. The manager, Andrew, was no help in remedying the situation. If I want to fix it, the installation will come out of my pocket. He said it is the customer's responsibility to check colors. But how was I to know that a sample (given to me by their own salesman) called SmartStrand and quot;early frostand quot; was not the same color as the SmartStrand and quot;early frostand quot; I ordered? Shouldn't the salesperson have warned me? I am giving D instead of an F because I believe Larry probably honestly didn't know and the blame is partially on Smart Strand itself for creating such a confusing situation. Also, they did have good prices and selection. But I am thoroughly disappointed in how they dealt with the situation. I recommend you do not trust this store with such an expensive purchase as this.

It went very well. They were close so we could look at everything at the showroom. It took almost 6 week to get the wood in because it was on back order. They work with a subcontractor to do the installation.

We are a repeat customer who had a kitchen floor installed in 2011 and were happy with the transaction (salesman Ken) so returned to purchase carpet for our entire home. This time Ken was busy with another customer so we dealt with Sales Consultant "Larry", selected a carpet style and arranged to have someone come to our home to measure the area the following Monday afternoon. No one showed up Monday so I called Larry who apologized and said either himself of someone would come the next day. It is now the following Sunday and we have still not heard from anyone at carpet exchange. I have been told that all carpet sales & installers are very busy due to our areas recent flooding but there is no excuse for this kind of customer service, very disappointed with them. If you can't handle the sales end, what kind of after sale service could you expect?

After two weeks of phone calls from me to Carpet Exchange, the installer (Jim) estimated the job on 7-18. I signed the contract on 7-22. Installation was scheduled for 8-12 but we had to cancel on 7-23 and tried to reschedule the installation. Despite my repeated calls to Mark, our salesman at Carpet Exchange, we never heard from the installer again. They finally arranged for another installer to put the floor in. Gordon arrived on 8-23 and installed the floor. He returned on 8-25 and installed the shoe molding which we bought and painted. He did a fine job for us. The job was finished just over one month after we signed the contract. I called the store on 9-3. The manager answered and I paid the balance due. He said he would send me a receipt in the mail. I did not get one. Several times over the next 10 days I called requesting a receipt. I talked to Stephanie (twice I think) who told me it was in the mail and Mark who said the same thing. It's been nine days and I still have no receipt.

I met with Bill the store manager initially upon starting my search for the "right" hardwood. He was very knowledgeable and gave lots of good information as well as had beautiful products. After speaking with him I spent another couple weeks looking at other suppliers and eventually came back to Carpet Exchange because they had the product I was looking for at a great price. After ordering the cartons as well as some trim pieces I was forced to wait longer than I would have preferred for the product to come in and I did not feel like I was kept up to speed with the progress of my order. Once the order did arrive I picked it up (which also took a long time) and installed the product very much to my liking. I went back to them after figuring out I needed some reducer strips to transition the hardwood into my carpet. I am once again waiting to hear from them as to when these will be at the factory and it seems like it is taking longer than it should. Overall though, it isn't too much of an inconvenience and I am happy with the company.

The first time they came out (and you know the story isn't going to be good when it starts like that) they removed our old carpet, laid down the pad and started to unroll the new carpet. But, it wasn't the right new carpet. Apparently this was a mistake from the factory. Unfortunately, it was already cut, and even rushing the right stuff from the factory was going to take 10 days. So, they laid the wrong carpet temporarily and ordered the right stuff.

PURCHASED FROM THIS STORE DUE TO THE PROFESSIONAL STAFF WHO PROVIDED ME WITH MANY SAMPLES AND GRADES OF CARPET FOR THIS GLUE DOWN TYPE OF INSTALLATION. I BELIEVE THE PRICE WAS FAIR.

THE SALES STAFF WAS FRIENDLY AND THEY WERE PATIENT WHILE I SHOPPED FOR MY CARPET. THEY HAVE QUITE A LOT OF TILE SAMPLES TOO, BUT I BOUGHT MY TILE ELSEWHERE DUE TO WHAT I CONSIDERED HIGH TILE PRICES.

CARPET EXCHANGE WAS RECOMMENDED TO ME BY A LOCAL INSTALLER. I FOUND THE SERVICE TO BE ABOVE PAR IN HELPING ME PICK OUT CARPET FOR MY HOME. THE SALES STAFF IS knowlegable AND HELPFUL. MANY OPTIONS CONCERNING PRICE AND QUALITY