Russell Martin Carpet and Rugs

We sincerely do not like giving this company bad reviews but we want to inform diabled people and senior citizens the problems we had. My husband, a senior citizen, delivered our area rug to Russell Martin for cleaning. We are long-time repeat customers. Our entire home's carpeted areas have Russell Martin's carpet; we thought very highly of the now retired owners. A week after my elderly husband delivered our area rug to Russell Martin's store, he sustained a back injury. When the rug was ready for pick up, I called and asked employee, Kate, if someone in the store could help my husband load the rug into his SUV. Kate's disprespectful, rude, comments were unbelievable! She loudly, aggressively commented on her recent surgery and stated that "NO she was not going to jeopardize her health by carrying out a rug!" She implied that we were cheap in bringing in the carpet to save money! When I asked her if there was someone else in the store that could help my husband, she replied, "No, there was no one else that could help then she rudely yelled at me ... "do you want me to hire cabana boys?!" OK, with those remarks I was speechless ...when I found my voice, I politely stated that my husband was ill and I found her comments to be extremely unprofessional and rude ... and then ... she hung up on me! I did call back and got another employee (not Kate) on the phone and I asked to speak to the owner or to the manager. The reply was that there was "no one from management there." I explained about the rude earlier phone call and the new lady (in my upset I did not catch her name) apologized. When my husband did go that afternoon to pick up the rug, 2 kind ladies did carry to his car. We were told that there is no one in the store to help load the customer's cars with area rugs ...... From our perspective: There are plenty of other carpet stores in a 20 mile area; we will go to one of them. PS. Even after telling the other employee how I was treated, I never received an apology for Kate's rudeness and cruelty.

Both times the wall-to-wall carpet cleaning was done quickly and efficiently with no mess. The results were perfect, Same for the the area rugs/carpets they cleaned in their pant. Upon delivering the cleaned rugs they placed them on the floors for me (three were rather large so that was especially appreciated). This year I only had the wall-to-wall carpeting cleaned (stairway, 3 bedrooms, short hallway -- $90), as the area rugs still looked great. However one rug in the basement smelled bad and had evidence of cat urine stains on the underside. They said cleaning would make it look better but the urine odor would never completely disappear and would only attract the cat again. They recommended that I discard it, which I did.

We're pleased with them. We get the same guy each time. He's very professional. We bought the carpet there. We've only had one particular guy do it.

Dropped off rug. Russell Martin Carpet and Rugs cleaned rug in 3 days. They rolled rug and wrapped it in plastic. Service was performed on time.

The scheduling woman was very friendly and nice. Asked me questions about what I needed and explained to me the most economical way to accomplish this. She was able to schedule a technician within a few days. The technician, Ernie, arrived right on time and took each and every stain out in no time at all. Even a horrible stain that had been in my basement carpet for several years that had never come out completely from other cleaners. Now I can't even tell where the stain used to be! We couldn't be happier.

Based on my description of the room, they provided good suggestions for color, type and patterns in the carpet when I shopped at their store (and provided samples to bring home). When they came to my house to measure for the carpet and provide the quote they arrived at the scheduled time and completed the measuring quickly (5-10 minutes). For the installation they arrived on schedule and completed the work in about 3 hours. They did a good job keeping my house clean (they vacuumed after removing the old carpeting and again when they finished installing the new carpeting). Everyone I dealt with was friendly and helpful. There was no pressure to buy or make a decision quickly. I probably spent a little more than I would have with a big name carpeting store but I prefer dealing with a smaller family owned business and the people I worked with will still be there in a few years if I have any questions or concerns.

They were able to remove the stain and so the carpet was saved!!! Very friendly, professional service.

Needed carpet repair. Returned call, recommended their service man. He returned call and came next day and completed job.

Cleaned carpet and stairs. Great job, very professional and followed up later to ensure I was satisfied with the job.

I had an oriental rug and a large area rug that needed to be cleaned. I dropped them off and had them thoroughly cleaned and returned to me within a week!!! I have tried other rug cleaners and the rugs never looked as bright or smelled as clean as they do now.

They were on time, furniture was moved to clean carpet

Perfect. They are prompt, professional and do great work.

Alex did a great job. He was very thorough in his cleaning. He had wonderful recommendations on what type of products to use/not use on the carpet.

The two gentleman were very professional, were able to steam clean the floors and stairs with no problems and the results were great. We have a boxer dog and 3 year old that like to bring in dirt from outdoors, so we get the carpet cleaned once a year. Russell Martin was able to clean the areas above so that they looked new again. We were very pleased with their work.

They are fabulous, and are well respected. They are very prompt, professional and really inform and review everything with their customers. You are never surprised with the price because they are so upfront, and give great tips and information on how to take care your carpet afterwards. They always go above and beyond.

Easy to drop off and pick up. They did a great job. Rugs had no serious stains, and are only two years old, but they look a lot better and are fuller and thicker than they were before. Very polite and courteous service. Looking forward to using them when I get new carpeting in the other rooms.

The store on Ogden avenue is well laid out and the sales persons are very knowledgeable about both their products and services. Our sales person was pleasant and there was no pressure. They listened carefully and found a higher end product that would stand up to our 3 golden retrievers for many, many years, that fit our needs. They quickly sent someone out to measure and quickly provided an estimate. After a little research, I determined their price was competitive and I liked their installation services of hauling away old carpet and padding and moving heavier furniture. Terms were 50% down, balance due at final installation. My only misgiving about terms was that they would not offer a discount for cash (check). The installation was scheduled over 2 separated days. That gave us time to move our belongings and lighter pieces of furniture into two of the four upstairs bedrooms for the first day, then again in the other two bedrooms for the 2nd day. The installers were very professional, showing up on time and I was pleased with the installation. They were very careful moving the furniture. The first day went really well as did the 2nd day until near the end when one of the installers informed us they had run out of carpet and couldn't finish the stairs and upper and lower landings. They believe the estimator forgot a large closet and that left them short. It might also be the reason the price was competitive. It took several days to get the extra carpet in from their supplier, then we had a hard time scheduling the final install as they would not come on Saturday, and my wife and I had already given up a vacation day each for the original install days. We found a date a couple of weeks down the road where my wife, a teacher, had a 1/2 day off. They held to the original estimate, and did not attempt to charge us for the mistake. My only complaint is that they would not schedule the final install on a Saturday given the situation, so the job lingered almost a month after scheduled completion. The positives outweigh the negatives and I would use them again, and recommend them to friends and neighbors.

They are a carpet store and they also clean carpets. I only use them. I've used them for years. I purchased a couple of area rugs from them. I purchased wall-to-wall carpet from them two years ago for my family room. They are good to work with and they give me plenty of samples to bring home. It is a family ran business. They guide me when I bring in furniture samples. They are very good and very helpful. Their prices are competitive but I haven't researched their prices lately but when I did several years ago, they were competitive.

They are excellent. They always clean the carpets in my house and my son and daughter in law also use them. They were moving into a new house and so they wanted the carpets cleaned as it was not cleaned in sometime. Russell Martin came in and they have a discount if they clean an empty house. I thought their price was good and they came in and cleaned it and it looked really good. They really worked on the stains and they did an excellent job. I also used one of the people they recommended to re-stretch the carpet and they also did a wonderful job. They are just a good company. They are not the cheapest but I think they take pride in the work and they do an excellent job. They cleaned my whole house and I have a good size house. I think you pay for what you get from them.

I have had Russell Martin company clean my stair carpets and sofa 2 years in a row, and they have been excellent both times. They even got old mulberry stains out of the carpet. They used some arrangement with a long hose that went out to the truck. Arrived on time, polite, professional. I can't remember the price, but it was reasonable. I highly recommend them.

Exceptional service from sales through installation.

Showroom experience was great. A friendly, knowledgeable team helped us when we wanted it, and let us be when we just wanted to explore. We had walked in thinking we wanted wool and through thoughtful questioning they helped us determine that would be impractical and more expensive than what we really needed. They sent us home with as many samples as we cared to take. Follow-up conversations via phone were professional and timely. Installation on subsequent Saturday was no problem to schedule. They stand out for quality of product and installation service. Expensive, but worth it. We'll be going back.

They do carpet cleaning, but also clothes cleaning too. My interaction with them went great. We ended up spending around $800 on that service. We would tell others that they are very good and they get the spots out that other people don’t.

They are excellent. I like everything about them. I have always used them for years.

They arrived on time and cleaned our carpets quickly. Furniture was moved if necessary and placed back with plastic under the legs of chairs,etc. The carpets dried very soon so that we didn't have to wait too long to walk on them.