THOROUGHBRED CARPETS

we had all the carpet and some vinyl put down. We had no problems and the installers did a great job. We are very happy with the service, materials and install.

While we are happy with the flooring we finally had installed, very poor customer service and relations from this company. From the seemingly disorganized manner they used to find pricing on products, to the phone calls unreturned by the sales staff, to the final install which resulted in holes in our new walls and scraped off paint by the installation crew, we wish we had gone elsewhere. Initially we were looking for engineered hardwood for our project, and after looking at several samples both from them and from a nearby competitor, we found a product from Thoroughbred we liked, called to get a price, but were told they had to call a supplier to get the price and they would " call right back". We never did get a call back on this. But after looking a lot of different prices from others, decided carpet was more affordable. But still would have liked to have heard what the wood flooring cost was. This was the beginning of many other unreturned calls by this company...red flags were waving, and I should have gone elsewhere, however, we made a decision to buy carpet, and it was one we had found at Thoroughbred. The carpet we selected was supposedly "in stock" , and the price was quoted as such. They actually cut us a sample from the large roll in their warehouse area. We told them later that day we wanted that carpet and were told they had to "...call the warehouse to confirm" they had enough for our project, and he would call right back. I found this strange since they had a full roll in their back room earlier that day. After no call for two days, we called them, only to find out it was 'sold' and was no longer " in stock". We were told it was " in stock" at another warehouse, and they would call and let us know. Again, no call until we called them. Given an apology, but told they would have to " special order" the carpet now, and would take a couple weeks to get. But since we had been quoted as " in stock" we would still get that price. But before they could officially order the carpet,the installer had to come out and look at the job, and take 'official' measurements. This took two more days, and in the end after another 'reminder call' from us, the salesman was the one who came out to get the measurements. Then began the install scheduling. We gave them a week in which most any day would work, and wanted them to find out when the installer could come out during that week. After not hearing anything for a few days, we finally called them back - again. We were told they hadn't been able to get a hold of the installers ( after three days?), and someone would call us back. At this point I was ready to cancel the whole thing, but my wife talked me out of it. We finally got a call the next day, and were told they would be out the following week, but not until Friday, and someone would call us to confirm a time. The call finally came onThursday afternoon, the day before. This short notice caused problems with us trying to figure out which one of us could stay home to be here for installers. I took Friday morning off, because someone had to be here when the installer showed up. They showed up at 8:45am, but had the wrong carpet in their truck!! By 10am, they were back and went about installing the carpet. This took a couple hours to complete. Overall the install looks good, but there were many many areas of scraped paint, and a hole on one wall where a piece of trim needed to be removed. Mind you, this was new drywall we had just paid a lot of money to have completed. I fixed it myself. Didn't honor 20% coupon from website since that was for 'in stock' carpet, and ours ended up being 'special order', we could only get 10%. When I questioned this was told he didn't have to honor it at all, but was doing us a 'favor'. I will never go back there again.