Arcade Floors Carpet One Floor & Home

First of all, this company is very expensive. I wish I would have done more research as I now know that I could have completed this project. much cheaper. When we first ordered in October, we were told that they would try to get it installed by Thanksgiving. We gave them a large deposit and never heard anything. So I called the week before Thanksgiving and was told that the supplier we selected is "really slow." Don't know why we were not advised of that in the first place. Never heard back until we called and were told that the install would be the week before Christmas but.......the steps were not in and they did not know when that could be resolved?! We were told that installation would be Monday-Tuesday but......were then told it would be Monday, Tuesday, Wednesday and Friday. Not real convenient for people who work for a living. We were told that someone just needed to let them in Wednesday morning and that they would be there by 8am but......no one showed up until 10am and of course they denied ever giving the 8am arrival time. As far as the project completion....looks like sometime after the New Year!!! (still no steps) We stressed to the sales when we ordered that we were having a large gathering on 12/26 and were assured that it would be completed by then but......no such luck. This has been one problem and excuse after another. Would not recommend this company.

Numerous (6 or more) calls to the owner, Mary Joe were rejected by her or her coworkers. Multiple attempts to speak to Arcade Floors regarding our poor carpet installation and customer service were completely ignored. Arcade Floors lack of decency toward returning our calls and their poor carpet installation is a blight on the flooring profession.

I had a bad experience with them and they were unresponsive with my calls.

The business practices of this firm are unethical....We returned to Arcade to cancel our order and ask for our money back. The appraisal on the home came in much higher than the sale price and we were confident the sale would not be approved. When I told Lee, he said he would give the information to the office and they would process the return.. However, 3 days later, the owner, Mr. Vogel, called my husband and said the deposit of $7000 would NOT be refunded because we signed a contract. My husband explained that we were assured the sale could be cancelled and the money returned by Lee. The standard reply is YOU SIGNED A CONTRACT! I returned to the store and confronted Lee myself. He hid behind his desk and would not engage my conversation. Immediately, I presume the daughter of Mr. Vogel, came down and explained again that a contract had been signed. I asked if the court denied our sale on the home, would we ever get our money back? She explained that we would need to have our attorney present the court ordered sale documents and then they would proceed with their attorneys to get our money back from the manufacturer, which could take several months, and no guarantee that the funds would ever be returned. Our deposit was already dispersed in the following manner: First thing they did with the deposit was to pay the commission to the salesman and then forward the balance to the manufacturer. Mr. Vogel stated the product was still with the manufacturer and that nothing had shipped yet. I understand perhaps a re-stocking fee or an administration fee would be withheld, but this firms practices are unscrupulous. We truly believe there was never any intent to return our deposit and we must face the reality that we were victims of deceitful sales and business practices. BUYER BEWARE, learn from our story!

I had used this company before in remodeling a kitchen, so when my son had a devastating fire, I went back. Because of extensive smoke and soot damage everything in the house had to be replaced. My thought was to buy end of rolls to save money on small bedrooms and hallways. Fran (Can't remember the last name but he's an Irish gentleman) talked me out of that and convinced me to get one type of material and run it through the whole house. What really impressed me is how he was able to use the piece that would be cut out for the foyer to cover 2-3 steps, He talked about angles and how to lay the carpet to get the most of out the roll. Usually retailers try convince you to spend more money but he seemed to want to help us save money. In the end, he was right, one color carpet through the house looks much nicer than random colors scattered everywhere. I'll go back again.

Happy at first but hugely disappointed when our carpet was backordered. Significant communication problems within the company. Fighting to get our money back. If you want customer service dont go here. Youll get better service somewhere else with comparable prices.

The vinyl floor has a nice hard wood look. The installers removed the old carpeting and put in the new flooring over a two day period.

We had hardwood floor installed in our Living room and Dining room Mark was our salesperson he brought samples to our house and we made our selection which was a 5 inch wide oak natural with a 50 year warranty. Scott and Ronnie were the installers they did a great job and kept our house clean during the installation.

After putting it off for years, we finally decided to make some major changes on the first floor of our almost 25 year old townhome. One of those was to re-do all the flooring. We selected Arcade based on the variety of products and that it's a family run business. After an initial visit to the store during which we were given several sample books to take with us, we set up a home visit with Francis. He was knowledgeable, helpful without any pressure, and a delight to work with! We selected hardwood for the entry hall, living room, dining room, and family room; we chose vinyl for the kitchen and powder room and went with carpeting for the two sets of stairs and three landings. When we explained that we were having all the walls painted first, Francis assured us that the installers would be very careful both in removing the old flooring and in positioning the new ones. The work was done meticulously with great attention to detail. With the exception of two small scrapes in very tight areas, there was no impact on the walls at all. Here are two examples of their commitment to quality: First, we were away for the last two days of the job (which lasted 5 days) and expected to return to the furniture as the painters had left it and how the Arcade guys had seen it: moved to the middle of each room. Imagine our surprise and pleasure when we walked in and found that the Arcade guys had put the furniture back! When Francis came to return our keys, we asked how they had figured out where each piece belonged. He mentioned that Scott, the chief hardwood installer, had noted the identations in the carpet and had worked out which piece went where. Second: Francis brought a furniture marker with him to stain the raw ends of the moldings so that they matched. Talk about extra service! We would recommend Arcade highly and plan to use them again -- hopefully in less than 25 years!

We ordered our carpet on July 31 and explained that it had to be installed by the end of august due to my husband being a school teacher. We were told that was no problem and the longest turnaround would be 2 weeks for ordering then 2 weeks for setting up the appt to get it installed. The salesperson helping us was Lee and he overall was helpful and knowledgeable. The second week of August came and went and never heard from anyone to set up the appt for installation. When I called, they had not received the carpet yet. I again explained that it had to be installed by the end of August. We ended up making the appt for Friday, August 31 and was told the carpet should be in by that time. I was called two days before August 31 and was told that the carpet had just come in but as they were 'inspecting' the carpet, they found color variations and had to send the carpet back. I again explained the whole reason we were ok with the LONG turnaround as they said it could be installed by the end of August. Nope. Fast Forward to September 21 to when we finally are having our carpet installed. I have been very hopeful this whole time that the Administrative and Timing issues would be resolved with knowing that we spent 3 times the amount on carpet for a good installation compared with a Lowes, Home Depot type establishment. NOPE. The two installers showed up at 8:30 with no phone call beforehand (we were told we would receive a phone call 30 min before they came). They did not come prepared as they asked to use two of my brooms, my dust pan and broom. I offered them water in the morning and gave them waterbottles but then they asked for more. At 3pm I was told that their nailgun had broke and they could not finish the job till the next day. All was completed except for three steps with the spiky ends in full exposure. I was clearly unhappy and was asking if they were completely done for the day as I was looking at the mess that was still left. They left and I was cleaning for at least an hour after they left with piles of scraps and dirt. I found several nails throughout the house and a piece of a razor blade where they threw a piece of the carpet over the exposed sharp pieces on the floor. They also made themselves home at my upstairs bathroom and I even found urine all over the floor. I called the Arcade store immediately and expressed my concerns. I spoke with a Sales Manager on duty and was told I could not have a phone call back till Monday on the issue. I explained that this is totally unacceptable and would appreciate a phone call tomorrow. It is now Saturday at 7:00 pm and I have not heard from anyone.

Fran was the salesperson. He was very punctual and even gave me design tips. Scott and Pat were the installers and they treated my home with respect. It was wonderful.

Updated 7/12/12 After all was said and done, Arcade delivered. Although this process was not as smooth as our first 3 dealings with Arcade Floors all parties are happy now. This sale/installation gets a B overall, but in the past they were nothing but A's. We still recommend Vern to be your sales representative and Scott and/or Pat to be your isntallers. So long as you request these people you should have no problems with Arcade. Things happen, but its all in how they are handled. I hope Arcade floors realizes how important their sales and installation teams are.

They were just fabulous! The person I worked with, Lee, took his time with me in explaining the different products available. He then came out to my house to measure the area and didn't try to upsell me at all. They are flexable, dependable and extremely reasonable. I ended up not going with this company due to issues outside their control but will certainly consider using them when I can.

The sales person involved, Lee, appeared to do an excellent job of providing information and staying in touch. However, when it came time for the installation we were told that the carpet had come in flawed and that they would reorder it. The person in charge, Mary Jo, was not proactive in keeping us informed and communicating required us contacting her. Contacting Lee did no good because the sale had been completed and it was "the job" of Mary Jo to handle scheduling of installation. It came to my attention that the "story" about the carpeting being flawed was not true! Instead, their installer was on vacation. Rather than admit that, they choose to lie and make up this story so that we would feel happy about the delay and believe that the truth was that they were really taking good care of us and insuring that we received quality carpeting. It was only after threatening to go elsewhere (as the contract indicated we could because they had not fulfilled their time commitment), that they miraculously installed the carpet the very next morning by 10 am. I have used Arcade several times over the past 20 years--but I will never again use them and will never recommend them because of this experience.

The salesman and installer were very professional.

Arcade sent 2 installers. They were on time, professional & hard working. They finished on time, cleaned up & answered our questions.

Payments due before installation which was supposed to be one day install. It became 2 days install. I purchased in April, but installed in July. The floor is ok but for got transition strip, they still not installed, poor caulking.

The work was very good. It was a very good experience. They paid a lot of attention to detail. They did as good of job as I think they could do.

The work turned out great. The salesman was very helpful and knew us by name after one visit. He was very knowledgeable and steered us in the right direction.

Everything went great. Their staff is very good helping you picking out the product you need and they explain everything to you. They took a look at the basement before the job was done so they knew what was happening. The installers were quick and did a good job. It was a great experience, and one of the better service provider experiences we have had.

The work turned out good. They really worked with us and were very patient with us because we kept changing our minds on the color of the tile. They did good work and we have been very happy with it.

The work turned out wonderful. They are very personable and friendly. They work with you. I have no complaints with them.

The work turned out fine. Everything was very good, from the service at the store to the finish. We were very pleased.

The work turned out wonderful. They have been very, very helpful. I needed to have a new handrail installed on my stairway, and they were able to make a recommendation for a handyman for me. They were also able to recommend a carpet cleaning company for me as well. It’s been a real good experience with this company.

The work turned out good and I had a good experience with them. They did a good job in many respects. The only issue I had was they used a hammer to bash out the tile floor, instead of cutting out the tile, which is what I wished they would have done. They cleaned up everything well and handled everything else properly. They did a very nice job installing the floor itself.