CARPET CO

We dealt with someone whose title was "Sales Estimator." He did that part of his job well. However the installation was where it fell apart. We were upfront from the get-go about the timeline we were dealing with because of an appointment with movers. We were told the floor would be installed in ONE day, on a Thursday and that we would receive a phone call prior to the installers showing up. The day of installation I did not hear from the Carpet Company by the afternoon. I called them. I was told that the installers would be at our house at 3:45pm. I confirmed that they would be able to complete the job that day if they were starting so late. At 3:30pm the installers called me saying they were at the house. The installers came in and looked over the kitchen. They then said that they had forgotten a tool and had to go get it!!! They left and were gone fro 40 minutes. We confirmed again that they would be able to finish the installation that day. We were told that they would be done around 9 pm. I called the Carpet Company asking about the experience of the installers considering that they had forgotten an essential tool. I was told that he "had no idea why they forgot" and was assured that they were experienced installers. About 3 hours later, we got a call from the installers saying that there was an issue with the dishwasher and that it would take until 2 am to finish the job and that they wanted to return the next day to finish the installation as they didn't want to work until 2 am. We had to change our appointment with the movers because of this which caused added stress and hassle. The installers said they were done Friday mid-morning. I went to look and they had left the front door to our house wide open. Not unlocked, wide open. I did not receive a call from the Carpet Company except to receive the balance due. When I explained that their customer service leaves something to be desired, I was told that they don't have time to call everyone. Our kitchen floor is installed however I will never use the Carpet Company again. We understand things come up but the Carpet Company should have pro-actively talked to the installers Thursday about whether it was realistic that they would finish the job, especially when they showed up without the necessary tools and hadn't started by 4 pm! It would have been much easier for us had we known to change the appointment with the movers the day before instead of the day of. The Carpet Company could also have called to confirm Friday that the installation had been completed in one day as promised and that we were happy with the installation. The "Sales Estimator" does not understand customer service.

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The quoted installed price was lower than the price quoted by other firms for carpet that appeared to be similar in quality. Several times, I contacted staff with questions about the carpet and installation. My questions were answered promptly and accurately. The installation was scheduled for two weeks from the date the order was placed. The installer showed up at the scheduled appointment time with the carpet and installed it as requested. This was several months ago. The carpet looked just fine at the time of the installation and it continues to look just fine. This is the second time we have had carpet installed by this company. In both instances, there are no problems or complaints

Went very well. Was not too sure about installers who showed up. A bit rough around the edges and older. But they were friendly, professional and did a very good job. Fast and cleaned up totally.

Salesperson in the showroom was very helpful and we are happy with the quality of the pad, carpet and hardwood that we ended up with. Now for the negatives--- The installation work was awful. We had both hardwood and carpet installed on two separate days. When we came home after the hardwood was installed the first thing we saw was a huge knot that stuck up out of the flooring by almost an inch and was already breaking off. The installer left us with a bunch of extra flooring so he could have used a piece that wasn't defective. Apparantly he didn't inspect the wood before he installed it. The next day the carpet installer came. We weren't replacing all of the carpet so my husband cut off the carpet leaving plenty of extra to make the transition look nice. The carpet installer overcut the carpet that was staying leaving a big gash in the carpet that we were keeping. Each installer came back out to fix their mistakes. The wood came out fine but the carpet repair still looked awful. He just glue gunned the back. He came out a second time and it didn't look any better. My husband ended up fixing it himself and lost work time. After all of that they were only willing to cut 2% off the bill. Don't ever go to them!!