HOUSTON CARPET SALES & SERVICE

Not well. Accused of being rude to the installer and they walked off the job on day one. Second day comes and new crew then the timeline Houston Carpet set was not realistic according to the installer, because he still had a previous job he was doing on his own. Then I was accused of being in a hurry. Lastly the carpet came in early and they wanted me to pay to restock it or have them install after all of the issues. All I can say is this was the worst experience ever. We went down the street to a competitor who took care of us and did everything he said he would do and on the schedule he said. There is a ton more I am not going to get into, but beware and choose wisely. We thought we had done our homework but obviously we were wrong. I totally expect a reply and I am positive it will show the true professionalism of this business.

unknown

Prompt, on schedule, neat and clean

First I will say that Houston Carpet & Classic Floors did a great job installing our Mohawk hardwood floors about 2 years ago (about 7-8k for 4 rooms and a hallway). This review is for the lousy customer service I received when trying to order a Mohawk floor cleaner from them. I called to order over the phone and was told it would be ordered and I would receive a call back the next day confirming when the product would be in. I did not receive a call back. I placed two additional calls and spoke with someone (Angy, I think, but possibly a Tricia) but never received confirmation the floor cleaner was in. Each time I was told Kristin would have to call me back. I left a voice message on my 3rd follow-up call. Today I called for a 4th time to follow up. I was told Kristin would have to call me when she returned from lunch. I asked for the speaker (same person I think) to call back since Kristin hasn't been following up with me. I was told that I could call back...or I could order from another company. I asked if this was how they treat their customers . I was told "yes." She reiterated that I could go to another company. I asked if this is really how they treat customers who purchased flooring from them. Again, the answer was "yes." I responded by saying I would give them a poor review and would no longer recommend them to friends. (We used this company because we were referred by a friend). I wish I could give them a good review since they did a good job on our floors, but I no longer can. Today's customer service was appalling (as was the lack of responsiveness over the past 2 weeks). I will be sending them a letter with a copy of the flooring invoice attached to ensure they are aware of the potential business they've lost (we had another 2/3 of the house to go in replacing flooring so potentially another 14k to spend). I'm not sure if they just don't care because the sale would only have been $20 or $25, but that's no excuse for the lack of responsiveness or the attitude I received today (especially since I wasn't just a "walk-in", but a past GOOD customer. I really would have been their lifetime customer because I love the floors they did for us. It really is true that one lousy experience can ruin a customer relationship.

The office staff and the owner who did the estimate were very knowledgeable and helpful. However, this was not true of the installers. There was some sort of communication breakdown, and the installers knew nothing about a couple of special requests that we had made. I'm not sure they understood what we were requesting, though it was supposedly written on the paperwork. The installers were very patient when my husband changed grout colors at the last minute, and the tile itself looks good. But the installers left quite a mess behind such as dirty handprints on the woodwork, lots of dust, and there was debris left on our stairs and something white from the grout mixing on the driveway and bushes outside. I was not pleased to have to do major cleanup when they were through.

I found them to be very helpful, very courteous from start to finish. I was a little apprehensive about the project since I hadn't done new carpet in over 20 years, but the staff very patiently addressed all of my concerns. I had gotten a couple of other bids, and found theirs the most reasonable.

This was the easiest project we have ever had. It was only two days after we purchased the carpeting that the installers were putting it in. The two workmen were very nice, and had absolutely no problems. The entire job was done by lunchtime. The carpeting was stretched tight, and did not move when pressured, as most new carpets do. The carpet is easy to clean and brightens the whole main floor.

This was a big job in a small house. Their crew was rather large, with limited workspace. They finished in two days less time than they predicted, and kept the house very clean all through the process. The men were polite, and did a flawless job, especially in the kitchen. The whole main floor looks brand new.

Houston Carpet Sales & Service answered my call promptly, followed up with an estimate for new carpet. Their prices were very competitive and they showed me different grades of carpet and explained their stain resistors and warranties. The installation was scheduled as soon as the carpet was available and the installers were on time. They rolled out the carpet and cut it to fit perfectly and sealed the seams. They did an excellent job, picked up all the remnants, and left the house in tip-top shape.

WORKERS DID A GREAT JOB. ALL PEOPLE INVOLVED WERE VERY NICE.

MOVED ALL THE FURNITURE AND CLEANED HEAVY TRAFFIC AREAS. DID NOT LEAVE CARPETS WET, WE WERE ABLE TO WALK ON THEM WHEN DONE.