Carpetland USA

Very happy with salesperson (Gabe) and the options were explained well. Very competitive pricing on carpets. Measurement and Installation was terrible. The person who came to measure my house (Steve) did a terrible job, he did not even care to measure 2nd bedroom and just assumed length to be same. Installer had to call their office and put additional seams. I had a hard date to get my project done and could not wait and had to get installation done with seams. He stretched the carpet more than desired. Carpetland did not even call to apologize or accept the mistake. I now have space between tile and carpet and need to get these guys back to re-stretch.

Their price was all inclusive, move furniture, upgrade the pad, and haul away old carpet. The installers who work for them are fantastic and did a great job. They came up with a plan on moving the furniture and laying carpet systemmatically. It went very smooth and the new carpet looks great. I would definately recommend them on service and selection, the price is hard to compare between providers since labor was included, but I felt that after shopping around they gave me a good deal and were willing to negotiate off the stated price in the showroom.

They were SO bad. The flooring wasn't laid properly and started to come up within a month. Their response? Too bad. We went there to talk to the manager who said the 'defect' in the flooring wasn't their problem and would not stand behind his installers. We had to remove the mess ourselves, and were out $2,000. I would NEVER do business with them again.

they were very helpful and friendly

My new luxury tile and carpet required 2 contractors, one for carpeting and one for the luxury tile. Rob had the jobs scheduled and materials ready to go for scheduled installation. Carpeting contractor was asked by Rob to help take care of upstairs creeky boards before putting down new carpet. Rob even went out and purchased a box of screws for the contractor to use since he did not have any in his van to use before installing the new carpet. Now, Ladies that is Great Customer Service in my opinion!!! Carpet went in perfectly. The contracor even allowed me to get in his way a bit by vacuuming the baseboard area before new carpet was installed.(Everyone should vacuum their baseboard area before getting new carpet - those areas between the baseboards and nailstrips are filthy, really!) We had scheduled a one day break between carpet upstairs being installed and starting the luxury tile project downstairs. I would recommend 2-3 days between projects to anyone doing multiple areas or new flooring. I didn't take into account all the moving required to do both jobs. Basically moved my whole house into my garage over the course of 2 days which is exhausting. But contractors were on time, worked hard to complete the job in the time frame given and did a wonderful job. The tile contractor even recommended and placed 3 tile inlays in the great room that really highlights the luxury tile floor. One year later still very pleased with new floor. Tile contractor is scheduled to return to re-do some tile that needs to be replaced due to our mis-use/abuse not due to product failure. Everyone involved with my big project was very helpful and patient with all my requests and concerns. I would highly recommend Rob Cook to anyone that needs guidance selecting the right product for the job. The customer service that I received in getting the perfect floor was exceptional.

Rob works closely with his installers and they are punctual and work efficiently and effectively. Rob's estimate includes all the details that others might overlook and forget about so there are no surprises once the work begins. All you end up with is a beautiful floor. I had a window that I needed the job completed within and all went as planned with no complications. Ladies, Rob does a nice job holding your hand throughout the process and when your house is turned upside down with moving furniture and rippind up floor, it's nice to know you have someone there to reassure you that it will all turn out ok in the end!

unknown

Installers are are lettered A, B, ... . Non-installers (saleman, managers, etc.) are lettered Z, Y, ... . 8/31/05 Took vacation day for Pergo installation. Called Carpetland ~1030 asked where installer A was. Carpetland called back ~1130 and said A was in Chicago but that he'd be here on 9/1/05. That evening Carpetland called and said A wouldn't be here until 9/2/05. 9/1/05 Burned a day of vacation that I already had scheduled off for flooring project. 9/2/05 Installers A and B came. They didn't have clamps necessary for kind of Pergo we have. A said clamps were in Frankfurt at his home and he'd be back 9/6/05 (would have been nice if he could have gone get them and come back on day problem was discovered)---he said Carpetland didn't tell him this was the kind of Pergo he'd need clamps for. B laid pad. Talked with installer about how to get good seams where staircase and Pergo will meet. Current plan is to raise floor and use T-molding with channel. Installer A looked at molding going from dining room to back room and said that was nailed down instead of using channel and then presing molding into that. Over time, installer A said that the current installation would get looser and looser. 9/6/05 Installers A and B came. There isn't enough trim. Installers left. 9/13/05 Installers A and B come. Trim around staircase won't work. I asked if the roofing paper they brought would be thick enough. The roofing paper they were going to use isn't think enough. Getting the Pergo/carpet and Pergo/woodwork around stairs is going to be tricky. 9/14/05 Installer A came. Put in Pergo the entire width of foyer and three planks wide. 9/15/05 A and B came. The foyer is now 70% or so finished. A said that there would not be enough Pergo to finish the remaining part of the foyer, the entire guest bath, and the laundry. I then spent 40 hours over the next few weeks checking web sites, emailing people, telephoning companies, etc. trying to get more Pergo, considered doing laundry in different floor covering, etc. 9/21/05 Installers A and B were scheduled to come. At ~0910 I called Z and said they weren't here yet. He said he'd call them. Z called them and B showed up later. B put in seven Pergo planks. In the two places that were not clamped there are bad seams. At ~1045 B said (exact quote) "I'll be right back, I'm going to get the jamb saw". I called Z at ~1430. He said there would be no more installation today. I suggested they come tonight. A telephoned ~1930 and said they would be here around ~0830 tommorrow. 9/22/05 So far ~60 pieces of Pergo have been installed. That's an average of ~1 piece/hour for the time I've taken off work. When I talked with Z yesterday he said he'd be out of the office and to call Y, the manager, if any problems came up today. I said I'd call at 1030 if installers hadn't shown up. Today I changed my mind and called at 0930 and left a message for Y. Left message for Y at 0930 that installers hadn't shown up. 9/23/05 Called Z. He may have another installer work on this. 9/23/05--9/29/05 More calls to/from Z re getting another installer lined up. A called and said he'd be out next week. 9/30/05 Z said another installer would call me on Saturday, 10/1/05, at home. 10/1/05 A called and suggested I put tile in the foyer. I said because of quality and not showing up problems Carpetland was in the process of finding another installer. A said he'd come by next week and get his tools. At 12:01 I called Z saying other installer hadn't called. He called installer who was supposed to call but he didn't have his cell phone on. AT THIS POINT I FELT LIKE THE SITUATION WAS GETTING UNDER CONTROL AND I DIDN'T KEEP GOOD NOTES. THE NEXT THREE ENTRIES ARE FROM MEMORY. I WAS WRONG, THINGS WILL GET WORSE. ?/?/? Installer C and D installed Pergo. X said there would be enough Pergo. ?/?/? Installer C and D installed Pergo. ?/?/? Installer C and D and I installed Pergo. ?/?/? Manager Z said C was in jail for driving while his license was suspended and had trim in his truck when he was arrested. 12/30/05 A said that E would arrive between 9 and 9:30am and would not call first. E called. E was a few minutes late. E and F did not have the tools they needed to cut hole for register. They did nothing. 1/2/06 Called Z at ~9:40am. Z not in; talked to Y. Told Y floor guys said they'd be here at 0900--0930 and they aren't here yet. Y said he would call back. Floor guys called---said they were running late. Y called back. E and F guys arrived around 1015. There isn't enough trim to do the job. They didn't do anything. ?/?/06 (a Saturday) E and F came but did little or nothing. ?/?/06 (a Saturday) E, F, and G, and someone else whose name I forget came. Put in trim. The trim has serious quality problems. 3/6/06 Called Y, Manager, Carpetland at ~8:10am to discuss too much money for not enough quality problem. He said that Z has been trying to call me. I haven't received any calls or messages at work or at home. Y said he would call tommorrow between 10:00 and 10:30am. 3/7/06 Y called. Z and hard floor manager W are scheduled to come 2006-03-18 0900. 3/18/06 Hard floor manager W and salesperson Z came. John said they would call Pergo first thing Monday (3/20/06) to report "adhesive failure". Followup calls and letters to Carpetland didn't bring any satisfaction. The gaps between floor boards get larger and larger.

We FINALLY got them out to the house to install the carpet and tile. The carpet is great. However, the tile grout is discolored in spots, has big holes in from air pockets and is not even. It's terrible. We called them twice and they said they would send someone out to fix it the following week. It's been 5 or 6 weeks now and they did not send anyone out and we have not heard one word from them. Worst customer service ever!! I can't believe they are even still in business. I'm considering calling the BBB.

The interaction was not a pleasant one. They didn't care for my business and they verbally said that. So I didn't feel like an appreciated customer. I even told them I would call Angie's List to let them know and they said to go ahead. Through the whole process they acted like they did not care what I wanted. They did not go out of their way to help me an acted like they did not want my business. I finally said, do you want my business and they said, no they would rather have $20,000 worth of business instead of $4,000. They were very unprofessional and I was shocked. I only wanted to take a sample of the carpet home to see if it was what I wanted and they would not let me take a little swatch of carpet to look at over the weekend. I even called and asked to speak to the manager and he was the one who told me that they did not want my business after all.

We had carpet and volero stone tile installed in our 2000 square foot home. The salesperson, Rob Cook, was extremely helpful and thorough. He is an example of what a salesperson should be. He took the time to explain things and helped us pick out the perfect flooring. His commitment to his customers is outstanding. The installers (a father/son team) were professional, on time, and extremely conscientious. They worked tirelessly to meet the promised deadline. Also, the team that works at Carpetland were always attentive and friendly when we came into the store. I must admit, we aren't the easiest people to please. But overall, we were extremely satisfied with the entire process to make our home beautiful. I would highly recommend them. ,

Sent their installer, Brock Kiser. Since Feburary they have had to fix my carpet twice, on my 3rd bathroom floor, had my laundry room floor for 2 days, but no longer. They have had to replace half my kitchen floor due to improper installation and they caused a leak from my dishwasher from moving it and I have large inconsistant gaps due to not using the spacers, again, improper installation. Horrible installer and the manager has been very disresprctful in this whole matter. This has been turned over to the BBB and will be going to arbitration.

They came in and was supposed to have it done in one day and it took them from Monday till Saturday to finish. They laid Kinecto in my laundry room and this floor is supposed to be water proof and we had a leak and 2 days later the installers tore it up because they said it was not sticking, it was also not installed as instructed in the installation procedure. Its supposed to be staggered for a stronger floor and is supposed to be hand rolled by a vinyl hand roller and it was not. I don't have a floor there now. They installed laminate in my kitchen and did not caulk the areas around my dishwasher, sink and refrigerator as instructed in the correct installation procedure by Shaw, nor did they use spacers causing large and inconsistent gaps making it impossible to be covered by trim. I had a leak from the dishwasher, caused by the installers and ruined 1/2 my floor in the kitchen. So since Feb., they have come 2 times to fix my carpet that was coming up, and did not do it properly. They stapled my carpet down by stapling it from the top of the carpet to the tack strip. Fixed 1/2 of my kitchen floor, tore out my laundry room floor. Im going on floor number 3 in my bathroom. They fixed a large corner gap in my dining room. But my issue is... They said they was not going to fix my laundry room, even though its the same floor in my bathroom that I'm going on number 3 with and they said the water damage was going to ruin my kitchen floor but I would have to pay to have it all fixed and I refused to pay them for an installation error and an improper installation. So now my kitchen floor is coming apart and buckling and they refuse to come and fix it as well. I have gone to the BBB and it is going to go to arbitration but I wanted to warn everyone about Carpetland and to possibly get help to get my floors fixed. I am not asking for any money, I just want to get my floors fixed and have what I paid for. Thank you, Melissa Garrett.

The job went very well. I thought the salesperson was very professional. He did not try to push us on anything we did not want. The installer did a very good job. It looks very nice. He cleaned up well. It was kind of a small job so he used glue he had in his truck versus charging us for supplies that were not needed.

Sales exp. good, and the follow-up done on a timely basis. The crew that came { Jory ? } were polite and did a great job.