SULLIVAN'S CARPET & FURNITURE INC

There were two different really frustrating things about our experience with Sullivan's. I'm trying to be generous and give them 2/5 stars, since they were helpful with picking out carpet in the store. 1. We planned our entire move around the day they said they would install the carpet in our new house. This way, the carpet installers would have plenty of space to work, and we wouldn't have to move furniture in and out of rooms as they were ready to put the carpet in those rooms. The issue: Sullivan's made a scheduling mistake, which meant that only a small amount of the carpet was installed by our moving day. They did not compensate us in any way for this substantial inconvenience, even though we asked on multiple occasions for a discount. 2. There was an installation error that they refused to fix, and again, they would not give us a discount or come to fix the error. I've attached a picture to the review. As soon as the carpet installers left our house, we noticed distinct changes in color from step to step on one of our staircases. I called Sullivan's weekly for about a month, asking for someone to fix it (or give us a discount), and they always said "we'll get back to you" and wouldn't do anything about it. Finally, after about 7 weeks of me calling, they sent someone out to look at it, who said "I don't know why the color changes like that" and diagnosed it as a lighting issue, claiming the carpet was installed correctly. The problem is that we're positive it isn't a lighting issue. You can see the color differences in all different kinds of lighting, and the carpet clearly changes color from step to step. Needless to say, we won't be coming back to Sullivan's. It was a long, dragged-out, frustrating process, and left us with carpet that will never look quite right.

The absolute worse service experience I've ever had. Shortly after Rich and his brother arrived, Rich told me his brother had an OPEN, INFECTED wound and that it smells. He asked me not to call the store because he didn't want his brother to get fired. His brother went on to explain he lost half his buttocks. When they left for a smoke break an hour later, I called the store and told them what I found out and that I didn't want someone with an infected wound (contagious) in my home! After almost two hours, Rich retuned with his cousin and didn't leave my home until 8:30pm! Rich did not move my furniture back in place, leaving the job I paid for unfinished. I emailed the owner, Bob Sullivan, and gave him all this information and expected him to agree that what I experienced was totally unacceptable. Not the case. Bob Sullivan could not care less about customer service. He had the gall to say, "People get sick." I reiterated this wasn't a person who was just sick, he had an OPEN INFECTED WOUND!! I asked what he'd do for me and after arguing back and forth, he said I could deduct $100 off my $4,000 bill for not having my furniture moved back. Bob Sullivan was arrogant and dismissive - even his employees told me he is a difficult, stubborn man. Please shop elsewhere.

Pretty terrible. The only great thing about it is the price. Issues: - original date of installation: the approximate arrival time was between 9 and 10 am; I called at 10:15 when they hadn't called or arrive yet, and the installation/sales manager said they were finishing up another job; the install foreman called a few minutes later letting me know he was running late because they had to pick up some more items from the store (the sales manager either didn't know or was misleading me) - after they left, finished with installation, I got home and there were areas where the tack strips had not adhered (they were glued down and didn't dry long enough); I called the shop immediately and they said my sales mgr would call me in the morning; I called the next afternoon after not hearing anything, and my sales manager had no idea about the issue; they weren't able to come out until the next day, late afternoon (so I'd have to take more time off of work) - I also discovered that while they were here installing the carpet, they left a giant roll of carpet padding in my storage room, scraps everywhere, a random strip of staples lying on the ground, and two partially smoked cigarettes in my garage, put out on one of my belongings; it felt like a smack in the face that they would leave their trash lying around for me to clean up - I have also discovered that they probably took and used a knife of ours (like an exacto knife) that was really nice, and we haven't been able to find it anywhere in the house since the installation - there were damages to our walls that the install guys blamed on the carpet being difficult to fold or the carpet being old; the areas that are damaged would not be the result of those issues - on the afternoon that they were supposed to show up to fix the issues, they never showed up or called; so again, I had to call the shop to see what the issue was; apparently they were running late but were on their way; the install guy called me and said he was on his way; about an hour and a half later they showed up and fixed the issue of the tack strip not staying down as well as removing the carpet padding they left behind - after the fixing, they left behind random little nails in the carpet as well as a crowbar; it feels like they have little respect for their own property and the property of their clients Overall, if you want the low price, WATCH THEM ALL THE TIME LIKE A HAWK and be prepared for delays and poor communication.

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Recently, I purchased a rug from Sullivan's. My in-store experience was so-so. I'm someone who prefers to browse without hassle from salesclerks, and I felt hassled at Sullivan's. Despite the overly tenacious salesclerks, I bought an area rug and brought it back to my living room. As soon as I rolled it out, I knew it did not suit the room. It was simply the wrong color. (Actually, to be picky, the lighting in Sullivan's leaves much to be desired and the rug looked like an entirely different color in my well-lit living room as compared to Sullivan's dingy showroom). In any event, I immediately rolled the rug back up, and never stepped foot on it. When I checked my receipt, I was surprised to find absolutely no information about a return policy, so I called Sullivan's. Despite the fact that I had just purchased the rug and never used it, Sullivan's refused my request to exchange it. I wasn't even trying to return it; I would have been happy with an exchange for a different color. But, they denied my request. In short, make sure you're 100% sure of your purchase at Sullivan's because they are entirely inflexible. As a result, I will be taking my business elsewhere in the future.

I hadn't been to Sullivan in several years. Was shocked at how far they had deteriorated since they moved off of Bridge St. Most of the carpet we looked at was purchased from other stores that were going out of business. There were no samples, not even small ones, to take home and check in the room at home. The lighting was horrid and, in some cases in the back, impossible to even see the color of the carpet without a flashlight. Before we left, I strolled thru the furniture department. Very disappointed again. No where near the quality they carried in the past. I will never go back.

The sale at the store was great. Great service!! the installation was perfect. the guys showed up on time did a great job and work 2 longs days to get the job done in time. I would highly recomend going to Sullivans.

I went into the store to price laminate flooring for our kitchen/entry and also carpet for our living/dining area. Their stock consisted of a pile of old junk rolls sitting in the showroom floor and not much else. I had already chosen the Shaw carpet I wanted at another dealer and was hoping Sullivan's price would be better. Since they do not stock shaw carpet, I was steered toward the rolls on the floor, but did not find anything I would have in my home. Finally, the salesman agreed to contact his "rep" and see if he could get the carpet I wanted. Their price on the carpet and laminate was virtually no different than other dealers in the area. The major problem in dealing with Sullivan's is that I had to consult with two different salespeople-- one for the carpet and another for the laminate. This made trying to coordinate a rather large job quite difficult since neither person knew what the other was doing. I visited the store on a Saturday evening and was pressured by the carpet salesperson to put down a deposit on the carpet since they were having an "anniversary sale" which ended that day. Reluctantly, I put down a $200 deposit and agreed to have one of their people come out and take measurements. The following week, the laminate salesman came out to measure for both carpet and laminate. Now, this is what really turned me off: After repeated inquiries, I could not get a firm quote from them on either the laminate or the carpet. Note: No mention was made at any time of a charge for measuring. Without a firm quote, I was reluctant to proceed with ordering. Several weeks later, I still had no firm price for the job, i.e. labor and materials. In the meantime, my husband was diagnosed with a serious medical condition, and we decided to cancel the whole job. I went into the store to request a refund of my deposit, and even though no material was ordered, they charged me $75.00 for coming out to measure. BTW, their "manager" was rude and snotty when I requested a refund. Even the most expensive places in Grand Rapids only charge $40 to measure. I would never set foot in their place of business again, and I certainly would not recommend them.

Everything went better than expected. Carpet is installed better than other carpet in the home that I paid more for. I will definitely use Sullivan in the future for all carpet needs.

I was impressed with the sales because the sales guy didn't try to oversell us on the carpet. He directed us to the rement section, which saved us approximately $100. The only thing I didn't like is they didn't have a set time to install the carpet. They called the morning of the installation and gave us a rough estimate of when they would be there. I didn't like having to take a whole day off to wait around for carpet.

THEY HAVE GREAT CUSTOMER SERVICE, AND OUTSTANDING PRICES ON THEIR CARPET. THEY ALSO GET YOU IN AS QUICKLY AS POSSIBLE, AND ARE VERY FRIENDLY WITH GREAT CLEAN UP.

THEY WERE PROFESSIONAL. THEY WERE VERY FLEXIBLE AS THEY WORKED AROUND OUR SCHEDULES. THEY WERE VERY HELPFUL IN CHOOSING THE CARPET AND THE QUALITY WAS EXEMPLARY.

THEY MEASURED AND CUT INCORRECTLY. THEY STOOD US UP FOR FOUR OF SEVEN APPOINTMENTS TO RE-DO THE WORK. HOWEVER, ONE OF THE EMPLOYEES THAT CAME OUT SEEMED VERY CONCERNED WITH THE PROBLEMS WE HAD.

THEY MADE A GREAT FIRST IMPRESSION ON ME. THEY MOVED ALL OF THE FURNITURE OUT OF THE ROOM FOR US AND THEN WHEN THE JOB WAS DONE THEY PUT IT ALL BACK. THEY DID EXACTLY WHAT WAS ASKED OF THEM.

THE ROOM LOOKS GREAT AND IT IS VERY COZY AS WELL. IT IS THE MOST BEAUTIFUL ROOM IN THE HOUSE. THE CUSTOMER SERVICE REPRESENTATIVES WERE GREAT, THEY WERE VERY HELPFUL.

THEY OFFERED A WIDE VARIETY OF CARPETS TO CHOOSE FROM WITH A RANGE OF AFFORDABLE PRICES. IT WAS EASY TO SCHEDULE A TIME FOR THEM TO COME OUT AND PERFORM THE JOB.

I WAS EXTREMELY GRATEFUL THAT THEY CAME OUT THE SAME DAY I CALLED THEM TO INSTALL THE CARPET. THEY GOT IT DONE IN ONE DAY AND I WAS JUST HAPPY THAT MY HUSBAND DIDN'T HAVE TO DO IT. THE PEOPLE WHO CAME OUT WERE VERY NICE AS WELL.