ABBEY CARPET & FLOOR GALLERY

At first we were pleased with their customer service, BEFORE we paid for our products. We had researched the products we wanted at another Abbey Floors before going into our local store. We bought a house in the Jacksonville area after living in Naples Florida. The house was completely unfurnished when we were installing the floors. We purchased a Cortex vinyl flooring for our main house and a plush carpeting for the bedrooms. We explained to them that we were moving up from Naples in a couple of weeks so we needed the flooring installed before we moved in. Aza said that would not be a problem, the work would be completed within 7 days of the purchase. We were very happy with that time line. We put 50% down on both the Cortex and the carpet. The remaining 50% would be owed after the install to make sure we were happy with the job. This is standard for most services rendered. We received a call from Roxanne, the scheduler, a few days later telling us that all of our products were in stock and ready for installation. We scheduled the Cortex for Wednesday and Thursday and the carpeting for Friday. That was great! Because we were moving in the following Saturday. The installers were suppose to be there on Wednesday between 9-11. They did not show up until after 12:00. Then there was a problem with the floors underneath being uneven, which we expected. So we had to purchase additional materials to level out the floor. This was to ensure that we had no pockets under the new flooring. So they leveled out the floor on Wednesday and came back on Thursday to install the flooring. The installers were very nice. The finished the main house by about 6pm that evening. Friday came and the capers installers were to be there again by 11:00. By 1:00, they had not shown up and I received a phone call from Roxanne again saying that the carpet was not at the warehouse and they would be at the house by 2:00. The carpet installer, ONE guy, finally showed up at 3:30. When I talked to Roxanne she said that the carpet had not gotten to the warehouse until after 2:30. When I asked her why, as ahe had told me the carpet was in stock, she said "it's not our fault"... Um... Ok. The carpet was not finished until after 7:30 on Friday night, as they do not install on the weekends. After the carpet install, we needed transition pieces to go between the carpet and the cortex, to finish the look. We called again and asked when the pieces would be in, Roxanne told us the would be in the following week. Well, the move came and went and still no transition pieces. After 2 weeks of not hearing back, after repeated attempts to contact them, we finally heard that the pieces were in and the installation would be the following day. We waited. After 10 am we received another phone call saying that not all of our pieces were in and again this was "not their fault". They would call us back when the pieces came in, and we needed to pay more of our balance to ensure that our floors were to be completed. WHAT? But the floors weren't even done yet? Why would we pay off the balance when the work was not completed. Then we received a phone call from the owner, David Bradshaw. He proceeded to tell us that we needed to pay more of the balance in "good faith" so that he could get the floors done. We were totally blown away by this. We called the corporate office of abbey floors, located in Cape Coral, and they told us we were out of luck because all the stores are individually owned and they have no power over them. It is up to the owners discretion to run the company as he sees fit. Finally, after 40 days of waiting for our floors to be finished, the called and said they could install the transition pieces but only is we paid the remaining balance. So my husband went down and paid them an additional $1,500 and told them we would pay the rest when the floor was completely finished, as per our contract with them. They did not like this and told us that the rest of the balance was to be paid. After all of that, we had to wind up going to Lowes and installing our own transition pieces because they would not compete the job. And after moving in, our floors have major hollow spots in them, that were supposed to be fixed with the leveling concrete that we had to purchase additionally in the beginning. Our floors move and curl up were they meet the tile and carpet in the house. And abbey floors refuses to fix it. We had no problem paying them the balance for the services rendered but the employees and owner are not willing to take any responsibility for wrong doing and are unwilling to fix the mistakes. This is the worst flooring experience I have ever had and I will never use them again. I would not recommend using this store, unless you like rude employees and unfinished flooring. We were totally blown away by this awful experience. Nothing is "their fault".

I live in Louisiana and have a rent house in Jacksonville. Not knowing anybody in Jacksonville made it difficult to find someone to take care of my flooring needs. I walked in to Abbey's flooring while out shopping. Mark was so informative and helpful that I decided to use them. It is a family business that takes pride in their customer service and craft. I am extremely happy with the work they did. I recommend them highly. I wish they were in Louisiana:)!

The products are top notch. Aza was great to work with. She knows her products. The installers were professional and completed ahead of schedule. It has been 3 months and I still love what they did.

The install crew showed up, took over, installed, cleaned up and left the house looking beautiful!

In summary, it is difficult to believe that David Bradshaw who purportedly has been in business 25 years was "unavailable" to our numerous calls to him regarding their lack of professionalism. Lauren Sandberg, proved to be one of the most "promising" promises, promises, and promises "decorators" I have ever met. They had the clear responsibility to deliver the correct wood which Ms. Sandberg and my wife chose which they obviously never checked before delivery. Furthermore, they never even expressed any concern or apology for their mistake and our inconvenience, disruption and total mess endured for more than a week. I felt sorry for the subcontractor, Dustin Wink and crew who said the job could be completed in one day (and finally was once the correct wood was supplied. They were professional, knowledgeable and timely.

We recently bought a new home but the carpet needed to be replaced. The previous owners had many pets and the carpet was in bad shape. Minutes after closing on the house we were told that flees were in the carpet and that turned out to be a nightmare. We made a deal for Carpet Gallery to install our new carpet, part of the deal was that the tack strips be replaced because the pets had soiled the tack strips. We paid half up front and half when the job was done. I was home when the installers arrived. There were three installers who spoke almost no English and seemed confused when I told them the tack strips needed to be replaced. I called Carpet Gallery to again make sure that those strips be replaced. I told the installers I would be back later, giving them time to start laying the carpet so that I could catch them not replacing the tack strips. As I thought, they were not replacing the strips. Carpet Gallery was not helpful but rather rude and dishonest in their treatment of us.