The Carpet Workroom

I am incredibly disappointed by the Customer Service I received from both the CEO and the Store Manager. I was given incorrect pricing information from the Store Manager and was told that pricing could not be discussed over email after I asked for documentation, and I would not be given a contract if a discount was applied (for which discounting was cash only payment). This is not the way to establish accountability or assurance. After contacting the CEO, to share my customer service experience I was told that it was my lack of understanding and no acknowledgement of the Store Manager error was made. He also said that I was using my poor customer experience to try and get a discount. This assumption was unprofessional, particularly after I had been upfront about my budget and was not seeking a lower rate, the call was to discuss the Store Manager interaction. If you believe in customer satisfaction and professionalism, I would not recommend employing The Carpet Workroom. There are several other high quality providers of the same service. They lost a second time customer over a very simple matter - which could have been resolved with an empathetic approach and effort to deliver a positive customer service experience. This is a family run business, not run on family values.

I'm afraid I had a really disappointing experience with customer service here. We are up in Vermont and I incorrectly thought that Carpet Workroom was in White River Junction, NH. Totally 100% my mistake. I requested some information and Matt was very prompt and helpful. When it came time to get someone out for measurements we realized my mistake but Matt said that, for an extra fee of course, they could still carpet my home. At his request, I sent a sketch of the area with measurements and he said he'd get a quote together. That was several weeks ago. Emails started to slow down a little bit but everyone has been so busy that I didn't think much of it. Matt sent a suggested carpet to keep us in our price range and, when I asked if they had a grey synthetic carpet with a pattern, he simply said no. I found some other examples that I thought he carried and he simply said, no we don't carry those. At that point I said it seemed like maybe he was not interested in our project and he said that since we were far away it wasn't a good fit. Frustrated, I said that I wish he'd said that a month ago, to which he responded "haha I'm pretty sure we established that we weren't in the same state weeks ago." Now, I know that this is a terribly difficult time and I know that tempers may be running high, but this response really disappointed me. I wish he'd simply declined our business when we realized I was too far away, I would have totally understood that. Instead, he was unprofessional and rude. Their products look beautiful and the results do too, but I wanted to share this customer service experience that fell short.

Wonderful experience from start to finish. If I had another staircase I would use them again!

Horrible. I was promised the carpeting by Thanksgiving. It was ordered in Sept. Then I was promised the carpeting by the holidays. I got the room but not the hall and staircase which was finally installed on Jan. 20. I reached out many times to confirm installation dates and was told that it was the factory's problem not theirs. Well when you represent you can deliver, you are responsible and it was their problem. I received 2 updates and had to call many times only to find that the installation date had been cancelled. Typical email from me: "I am getting tired of reminding you to confirm dates which are later pushed back. You never take the initiative. I reminded you to confirm the latest date and you haven’t even got back to me." They are impossible to deal with. Installation was very well done but the fact that it took months after promised with poor/no communication is unacceptable. However, when I told them I would pay the remainder within 30 days (I actually paid in less time), the owner called by home and cell phone 6 times within 15 minutes. This was harrassment.

My first contact with the Carpet Workroom was by phone, and the guy I talked to was very nice and very knowledgeable. I also contacted a couple of other carpet places, but the Carpet Workroom people were the easiest to work with and the price was less than the other places. I decided to use them based on that. There were two installers, one very experienced and the other was pretty new, I think. It was a pretty tricky installation; both staircases take a turn, so there are three triangular-shaped stairs in each staircase. I was worried about what they would do in the corner, but it looked really great! I was undecided about how much space I wanted on each side of the runners, so they kept checking back with me to verify 4" or 5". (I settled on 4", but now I wish I had gone with 5" because 4" is a little narrow for my vacuum cleaner head and that's kind of a pain, but that's not the carpet people's fault...) The workers were very polite, etc, and they cleaned up pretty well. It's been 16 months now and I'm still really happy with the quality of the rug and the quality of the installation. I vacuum a lot and we have a dog, so the carpet gets quite a bit of wear. I really have no complaints! Oh, one minor thing: their showroom is kinda hard to find, but with GPS it was OK.

As I understand it, this family business specializes in making use of high-end carpet remnants that might otherwise be wasted. They also do the full range of carpet services and special orders. I wanted to do right by my hand-built staircase from 1843, and hoped to find a perfect remnant for cost savings. However, apparently the nature of a curved staircase requires a lot of carpet! When the remnant I picked out was not enough, Matt (son) worked out an estimate using the remnant and ordering some additional yardage at retail, Peter (father) came to take accurate measurements, then they worked with me on proposal modifications until we were as close as possible to my budget target. On the day of install, the crew of Justin and Shane arrived on time and set to work, which took most of the day. They patiently answered all of my nervous or naive questions, and promised me it would be beautiful. It is! Oh, and I received a follow-up call the next day from Matt, to make sure I was happy. I could have gotten cheaper carpet from a home improvement chain or discount store, but given the hours of experienced labor that fitting a curved stair requires regardless of carpet quality, it didn't make sense to go bargain basement. Hopefully this will outlast me, and I was able to realize some cost savings by using a remnant for part of what I needed.

Every single contact with the provider was perfect. They helped me pick a carpet in my budget and then allowed me to take samples home to choose my colour. The installation was performed flawlessly over the course of three dates. I cannot say enough about them. I will absolutely be using The Carpet Workroom in the future. Not a bad thing to say!

Brought carpet to the shop. The gave us a quote and approximate date it would be ready. We agreed to the price, and it was ready within a couple of days.

Excellent. We needed a patch of carpet installed to match the carpet in the rest of the room (we had the carpet piece, but needed it inserted into an area where we had recently removed a corner fireplace). We contacted the Carpet Workroom, and they were very responsive (called back within a day to discuss our job in detail), but couldn't fit us in to their schedule for 2 weeks. When Peter came, the job took 1-2 hours, and the result was perfect. You wouldn't know that the section was patched, by look or by feel. He inserted the right amount of padding to make the new carpet patch flush, and matched the multi-colored pattern so well with the older section. Friendly, professional, considerate service.

Great