Carpet Exchange

We'd purchased materials and services from Carpet Exchange on several occasions and had never experienced the issues we did with our last purchase. We visited Carpet Exchange on July 6 and chose two different tiles for a kitchen and bathroom for our mountain house. We also requested a specific installer we'd used before through Carpet Exchange. Our sales rep, Rebecca, was personable and helpful through this first visit. That's where the customer service with Rebecca ended. After the installer measured our spaces (July 13) it took until August 4 and a call to the Manager (Todd) to confirm that the kitchen tile had been ordered. (Bathroom tile was a stock item.) Todd told us the tile was ordered, it should arrive by August 8/9 and realistically installation could happen after August 10. Prior to our conversation with Todd and over several dates Rebecca told us there was a problem with the ""codes"", costs for caulk and a trip charge were missing, and that the computer lost the information so it all had to be re-entered. On July 27 we requested Rebecca fax a copy of the estimate. It wasn't done which caused another trip to the store to get a copy. We found errors on the estimate which we asked to be corrected when we went down to pay the deposit. Rebecca wasn't in, but another sales rep helped us, found an additional error and corrected the estimate. Deposit was paid on July 28. On August 14 we called the store for status and was told part of the materials were still not in. Finally after speaking with our installer, we found out the ""in stock"" tile we'd ordered for the bathroom had never been put on the delivery truck . The caulk and jet board wasn't available either. Another conversation with Rebecca ended with her promising a $200 discount off the backer board. Our installer ended up picking up the items that hadn't been delivered and called us with install dates of Agust 22/23. That same day Todd also called to confirm install dates. The installer showed up as promised, did a terrific job with the installation, and cleaned up after the job. We were very pleased with the outcome. When going to pay the final balance we spoke with Todd and asked that the bill be adjusted per Rebecca's promise (less $200). It was done and the balance was paid. Three days later Rebecca calls and wants to talk about the deduction, which she now wants paid. She threatened to withhold payment to the installer if amount wasn't paid. The installation was the only positive part of this entire experience. We are completely disappointed with the lack of customer service, particularly from Rebecca who apparently provided no follow-up to any part of this order, from checking on correctness of items ordered, to status of delivery, to coordinating with the installer or us. Rebecca blamed mistakes on the rep who corrected the mistakes and on the installer. She never once took responsibility for dropping the ball. We are done working with Carpet Exchange. more

It looks as though the previous reviews were written by Carpet Exchange. I have never had a good experience with Carpet Exchange. I had carpet installed in my upstairs. Two seams started to come apart. I contacted the store and was told that Keith the install manager would call me. I received a call from an installer and was told that I needed to move the furniture, which upset me because I paid Carpet Exchange to move my furniture. Keith never called me to discuss it. I contacted the local BBB and got a call from another installer who said he would come and look at the problem. When he got here I explained that I needed to leave but an adult would be here to sign. He told me he did not know if he could fix it but he would try. When I returned he was gone and I could not believe my eyes, not only was the gap worse it was crooked and the carpet around it had waves, you could step in one place and push the carpet down. I contacted the BBB again. The regional sales manager called and asked to see the seams. He agreed to restretch both seams. He informed me that the installer would be here the next day. The installer called and rescheduled for 2 days later. The installer got here with a ""helper"", they tore up the upstairs, took a door frame off. I heard a loud noise and I asked what it was, his ""helper"" said it was nothing. They finished up and left, I went up to check and found out that the noise was a crystal box that was broken which was no where the seam was, I am sure it was because the ""helper"" was snooping. I contacted the BBB Again and got a response from some B**ch at Carpet Exchange, to this day there is a quarter inch gap at the seams and all Carpet Exchange has to say is that it is industry standard. My carpet is not fixed even though they have an Install Warranty. more

They quoted our floor, came out measured wrote a quote missmeasured underestimated the amount charged us more! Then! during the install we had them lay a lamanent floor the installer their installer used card board under the floor rather than leveling compound! 4 months later our floor is curling up! They have been out to our house not recofying this we hired a lawyer and are going to court! DO NOT HAVE THEM DO YOUR FLOOR BAD BAD BAD very bad! I hate these guys! my husband wanted to use them rather than another guy because of the big chain promise etc and it still did not if anything was a worse experience! oh and tony the installer lost our paperwork! I should have cancelled then hindsight being 20/20 I should have when he lost the first estimate I should have taken that as an omen and said forget it! Did I mention we have to rip out our very expensive wood molding to replace this floor? and move all our furniture THESE GUYS will go out of business! more

Dear Joe, I wanted to take this opportunity to sincerely thank you and your team for the extraordinary professionalism that you showed me during the last few months. It is rare that a company stands behind their work and their name in the way that you did when rectifying the issues I had with my bathrooms, and I am so pleased with the way that this situation was handled and resolved. It speaks volumes to your integrity and I truly appreciate everything you did for me. Sincerely, Steven B. Chotin more

Dear Dianna Working with you has been ?outstanding?. Along with your INSTALLERS. ?Especially Duane? Being on time, cleaning up ?after? also ?outstanding? Carpet exchange stands For ?Customer service & Satisfaction? Job Well Done Thank you so very much very much very much more