Carpet Exchange — Attraction in Arvada

We hope the C.E.O. and the top management read this review. It is truthful and this is how it occurred. My wife and I purchased an entire house of carpet from Carpet Exchange in April of 2018. We had been pleased with purchase for some time. But eventually, we noticed that at least 4 major carpet seams in very visible areas started to show lifting at the seam, thus creating a raised ridge along those seams. The look of it became most annoying, and we decided to notify Carpet Exchange about the problem, and we found out that Carpet Exchange advertises a lifetime warranty on installation and labor. At first, my wife and I were relieved that because of this warranty, our $11,000 investment was going to be taken care of and handled to our satisfaction. Well, this is where our negative review begins. We called the store and got in touch with the store manager, Jason Homer. He seemed eager to help us, and he had one of his professional contract installers come over to our house and inspect the problem. He seemed to be very expert, and he examined the seams very closely. The installer definitely saw our problem with those 4 seams, and told us that by redoing those seams over again, that there would be a great possibility of making it even worse. So the installer told us that he would give Jason Homer a full report on this situation. Next, Jason decided that he wanted to hire a professional carpet and flooring inspector, Advanced Flooring Inspections, to come over our house and do a "professional inspection" as per the manufacturer's warranty. Well, my wife and I thought that sounds reasonable. So a gentleman came to our house and his name was Brad Oliver. He told us that he had been doing flooring inspections for 15 years or so. Brad very carefully inspected the 4 seams, and seemed to agree that they were raised from the rest of the surrounding carpet, and Brad took numerous pictures of the seams, and he seemed to be very sympathetic but he could not make any promises. He also did not offer any solutions to the problem, which we found a bit strange considering his long time experience in the flooring field. He told us that his company would issue a report to Carpet Exchange. Eventually, Jason Homer, the store manager, called and told us he wanted the next step to be to have a professional cleaning company come to our house and try to steam over the 4 raised seams in question, and hopefully that would take care of the problem. My wife and I thought this was a bit unusual, but we were trusting Jason Homer, in that he is in the business, and being a store manager, he must know best. So the carpet cleaning company came over and the gentleman looked over the problem 4 seams, and he definitely acknowledged that the seams were raised, and he would try his best. It must be noted here that many other carpet seams in our carpet are perfectly done, and it is only these 4 seams that have shown significant raising over time. Well, after the gentleman steamed the first two seams, and gave them very careful inspection, he stopped doing the steaming and admitted that it was not doing any good. He decided not to try the other two raised seams, saying it wasn't doing any good. He told us that he would report to Carpet Exchange the results. Now this is where Carpet Exchange, and especially Jason Homer really upset us. Jason Homer called me after hearing from the carpet cleaning company, and told us that there DOES NOT APPEAR TO BE ANY PROBLEM WITH OUR RAISED SEAMS and that Carpet Exchange will not do anything further, and there IS NO WARRANTY issue in his opinion. After all this time wasted, my wife and I were so upset. If there wasn't any problem with our raised seams, we would have NEVER complained in the first place. Jason Homer put us through enormous inconvenience, wasting our time with appointments, and allowing 3 different people into our home (during this Covid time) and then telling us sorry. We feel very strongly that Carpet Exchange DOES NOT SUPPORT THE LIFETIME WARRANTY ON INSTALLATION that...

It was a challenge to pick a rating which would fairly score carpet exchange. The rating has two stars because, after searching for weeks, we ultimately found our back splash here. However, it is missing three stars due to our experience with them. (see below)

The day we found our tile we were greeted by a nice worker. Not long after another man took over, in what looked like, an effort to take over the sale. We continued browsing on our own until we discovered [the] back splash. We took the mysterious sample to the front where we were assisted by the store manager. The store manager looked up the tile and provided us with the item information. We used this information to later place the order over the phone. We were instructed that the order may take about two weeks to arrive and that we'd receive a call back when it was ready for pickup. After four weeks had passed I called and asked about the order. The lady reported that the tile had arrived and had been sitting at the warehouse. It was confusing as to why they never called or made any effort to convey this information. We took down the warehouse information and after work we fought traffic to beat the warehouse's 5:30 closing time. We then waited at the warehouse's gate for about an hour as people started telling us they are having hard time finding our order. At about 6:30pm they brought out our order comprised of (4) boxes. Once we arrived home we examined the tile and became suspicious that the color was not right. We then ordered a sample, of what we thought we had seen in the store, from the manufacture and it matched what was in the store. This confirmed that what we were instructed to order was incorrect. A pleasant lady, Peg (not to be confused with the store manager), listened as we explained our situation. She was very helpful in knowing how to proceed. Afterwards I called the manager and a replacement order was made. We were told they would let us know when the order is in. Three weeks passed and no call. Sure enough the order was at the warehouse ready for pickup. Confused as to the communication breakdown; I inquired and was instructed that it was someone else's responsibility. The next day we took off early from work, fought traffic again, and drove an hour to make it before the warehouse closed. Once we arrived, the nice ladies in the office spent 20 minutes trying to coax the system to spit out the order paperwork. We then waited for another hour at the loading gate before we were met by the warehouse manager and told that they could not locate our order. He said he would call us the next day with more information, a call I never received. At about 7:30, we left the warehouse. I was upset not only because we had now wasted about 6 hours trying to receive the right order but also because we left empty handed. The next day I called carpet exchange back and spoke with the manager. They couldn't locate the replacement order. I asked about compensation for all the time and effort put into receiving the product and was initially met with resistance followed by her saying that she would speak with their customer service to see what could be done. (we never received any form of compensation, I'll update this review if we do and bump it up a star). I then asked if instead of the (4) 1'x1' 30lb boxes being delivered to their warehouse, if they could deliver them to the store. She stated that she wasn't sure if the "girls could lift the boxes". I then suggested that I would be the one carrying them to our vehicle and she said she would try to have them delivered to the store. Another couple weeks passed before Peg called with good news that our order had arrived. We knew we had previously enjoyed working with Peg and therefor headed over as soon as we could. She was very helpful and assisted us in verifying that what arrived was in fact correct. Two months later we are ready to finish our kitchen.

I don't think I could recommend using this carpet exchange to anyone, but we...

I would highly suggest not using Carpet Exchange. After getting a cut in my foot today from my “new kitchen LVT” I’m deciding to leave a review. From the beginning there were bad signs but we hoped to get through them and enjoy our new floors regardless. This was not the case.

I’ll start with sharing what work we had done. We had new LVT tile installed in our kitchen and a small room in our basement. New carpet in our basement in a main room and a bedroom. And vinyl in a basement bathroom.

Our biggest issue was in the kitchen. Around our seating area the floor has warped and edges of the tile has peeled up and torn - sometimes leaving rough, sharp edges (how I cut my foot today). This may be a result of us having an infant that spills occasionally. But this is a kitchen and you’d think good product should be able to manage that better. Which leads me to think it’s likely just bad product. It also could be worse because of a bad install. Their installers suggested we install over an old vinyl floor. Seemed like a bad idea to me given that spills would be stuck under the tile and just soak into the tile. I’m not the professional though. So really - bad product and bad install? This all started at a year in (just at the warranty point) and now at two years later it’s a disaster. We are shopping for new flooring at Floor & Decor which seems to be a much better place to help. Meanwhile at carpet exchange I’m still waiting for a call back from Andrea after the 10 messages I have left with her (between May and August of 2021) and her manager to call back to finish some tile reinstalls with the product sitting in their warehouse I paid for. (Really, please don’t call at this point though…).

On top of that, a bad toilet install caused damage to the floor in another area. The installers damaged a door in the basement moving furniture. The vinyl trim in the basement bathroom wasn’t tacked well at all and I have had to reapply adhesive myself. It’s been a long couple years and I am probably forgetting other things.

I’m sure others have had a more reasonable experience here but I’m very upset with such a terrible one in every way. I, personally, would not trust product from Carpet Exchange again, their installers, or attempt to deal with the poor support to rectify this in any way.

Edit: I updated this post to include the date of when the messages were left and the state of abandonment of this project (mid 2021 until mid 2022). I did receive a voicemail today after they saw this review. Sad that it takes this kind of public awareness to attempt to follow through. But it seems far too late for what has been an abysmal process...