Bob's Carpet Mart-Hillsborough

The store manager and salespeople at this Bob's location seem completely inept. After making arrangements for the carpet and molding to be installed during a specific time frame, they told us at the last minute that the molding wouldn't arrive. They had endless excuses, telling us it was in this city or that place and would arrive this day or the next. They could not manage to procure molding so it could be installed with the carpet and we had to paint the old molding at the last minute before the installers came. Then they blamed the company they ordered the molding from and took no responsibility for the problem. We paid Bob's for the molding but they are passing the buck to the third party that they ordered from, telling us the refund has to come from that company. We have been promised a refund several times and have yet to see that happen. The store manager always has a new excuse for what is going on. At this point, it just seems like he is making things up.

It took four attempts for Bob's to get the installation of our carpet right and I had to supply the final solution. The first installation date was set for 12/13/12. There was not enough carpet sent on the installer's truck but they only found that out after they had begun cutting up and removing our pad and carpet. They left us with bare floor and tack strips and would have to return. They came back on 12/17/12 but that installation did not go well. And the carpet was not satisfactory to us - it did not match what we had asked the salesman to supply us with. On 12/21/12 repairs had to be made to the vinyl which had not been installed correctly. On 12/27/12 new carpet was delivered in three rolls, not one. It was damaged (roll crush) and because it was not on one roll, the "cuts" did not match our room sizes - seams were everywhere and could be easily seen. I requested several times that someone with senior authority come to my home, perhaps with a carpet mill rep. That meeting took place 1/11/13 and did not go well. The rep told my wife, privately, he was astounded at how badly the seams appeared. The exec would not sit down to talk to me and insisted on standing. He was not the best person at "recovery" or customer service and actually was more interested in getting paid the balance of what was owed IF they agreed to order carpet, again, to come on ONE roll. The next day, due to my own research, I suggested the carpet come on a 14 foot roll instead of a 12 foot roll. After some consideration by the company and checking our room measurements they agreed. I had to come up with the solution. On the fourth try which was on 2/6/13, a different crew of three, not two, came with carpet on a 14 foot roll and it worked much better. The previous crew had done some damage to our freshly painted walls and some door casings. The exec that had been here has not called to follow up. In giving this some thought I will never use this company again and cannot recommend them to anyone else.

All done in three days. Moved all furniture around and cleaned up every day. Could not be better.

They had a lot of nice selections, but mostly were custom-order tiles. The sales help were very nice & offered solutions, but in the end we went elsewhere because we needed it immediately.

Bad experience overall. Took twice as long. One of the guys urinated on a piece of art. They were not careful as they damaged things in the house.

Excellent experience. I was in a real time crunch, and Tom really came through for me. The workers were knowledgeable, very professional, and did an excellent job. I can't say enough about how pleased I am with the work.

THE INSTALLERS WERE GREAT. THEY SHOWED UP WHEN THEY SAID THEY WOULD AND WORKED VERY FAST. THEY WERE EVEN WILLING TO ACCOMMODATE OUR SCHEDULE OF NEEDING SEPARATE ROOMS DONE ON DIFFERENT DAYS. THEY WERE POLITE AND WILLING TO WORK LATE TO GET THE JOB DONE. I WOULD HIGHLY RECOMMEND THEM.