Magic Carpets, Your Shaw Flooring Center — Attraction in Brooklyn Park

The workmanship was generally good. I don't know what makes a great carpet install but everything looks right and tight to me. The installers did not damage the home or scratch any walls. My home was recently painted and I wanted to avoid damaging the fresh paint. The sales staff and installers were friendly and made good recommendations too. Unfortunately everything else was a debacle.

Punctuality was a common issue. The sales rep was late to the first meeting. The installers noted a start time and would show up late. Not living at the home at the time meant that I had to sit around and wait for them to show up.

Deadlines were also an issue. The initial job was quoted at two days. I think they were here four or five separate days. One of which the installers worked to 9PM. Again, not living at the home, it made a long day for me. They offered to lock up when they were done but I did not feel comfortable doing that. The job went on a bit longer than expected and they did not seem to have a good handle on how much longer it would take. It threw off the time table for moving a bit and was a struggle to work around.

Communication in general seemed to be an issue. No one mentioned that they do not take out closet systems. The installers started cutting around the shelves in the master closet, leaving the 30 year old carpet exposed. I asked about it and they noted they do not take them out. Fortunately I was there to remove the shelves so the carpet could be installed properly. Neither the sales or install staff felt it necessary to tell me. I had to discover this myself.

Another communication break down was carpet pad. I recall being sold a white carpet pad that looked like memory foam. It did not have the same erratic pattern as normal pad. When the install started. New pad was placed very quickly. When I looked at it, I noticed it was not the right pad. A few hours later, new pad was delivered but still the wrong one. Another few hours went by and the correct pad was delivered. Later came to find out that my original order was for the second pad delivered, and Magic Carpets, to their credit just put in the one I thought I was sold. At the same time, the wrong pad was going in. If I had not noticed a non moisture resistant pad would have gone in on my basement floor and I may have not noticed until it was an issue.

As a side note, they said they clean up the floors when they install the carpet. I don't think they do a very thorough job in this department. The installers forgot a vacuum cleaner the first day and used my shop vac. With the extra hours available from having the wrong pad, they did a good job cleaning. But I was there doing it too. Their idea of cleaning was a quick sweep initially, I had higher expectations. The majority of carpet was uninstalled the first day and it gave me a chance to go and clean the home myself. Perhaps a sweep is all that is needed but I would have liked to know that is all that was provided.

There were more little issues, more miscommunications, more points of irrigation but the above covers the highlights. For a $20K+ carpet install, I don't think they respected my time. I'm glad they did not cause damage and think the carpet is good but the whole experience was disappointing. I still have a roll of carpet pad in my garage I have tried to have them pick up but I just can't call them anymore. I'm done.

If not scratching your freshly painted walls and doing a good job on the carpet laying is the only important thing, then Magic Carpets will probably make you happy. If all that other stuff seems important then I would recommend looking elsewhere. I will not personally be working with them...

We went through Costco/Shaw/Magic Carpets a few years back and it worked out OK, so we tried them again this spring when we moved. We needed new flooring in two adjoining rooms (dining room & living room), the carpet install and the installer were terribly, our house is damaged, we have no satisfaction, and if I could do it over again I would not use Magic Carpets. The first day went fine, the second day was the carpet installation. A single installer showed up and had difficulty moving the furniture (furniture moving was paid for) by himself, he didn't have or use dollies or furniture gliders. He put some of our leather furniture on end and dragged it across stone floors, which roughed/nicked up the leather in multiple places. He dragged heavy furniture across a finished slate foyer (no wheels, no dollies, no gliders) and we have multiple scratches that won't come out of the slate now. He was angry and verbally abusive to my spouse about the entire install, particularly during the first portion of the job, when he was moving furniture. The job may have been understaffed but that's not our fault, his attitude isn't what we paid for, and I definitely didn't pay $4500+ to have a 51-year old stone foyer gouged up or my furniture nicked and dinged. Lastly, the carpet install sucked and was unacceptable. The transition wasn't installed correctly at all - you can see in the attached pic the carpet is hanging loose. That wasn't days later - that's how it looked that night when I got home. Magic Carpet wasn't able to come out and fix it for several days, and their fix was temporary at best. Every time you walked near or on the transition it made a loud cracking noise and separated from whatever was holding it in. A new transition took several weeks to obtain and install. I have no idea how a single strip of plastic can take weeks to arrive. Management at Magic Carpets has been singularly unhelpful. Our floors are still gouged up, our furniture is still roughed up, and they confronted my wife hard about my claim of verbal abuse by the installer. Once they got her to agree "he wasn't abusive to her", the installer's bad attitude was no longer a topic. At this point, I'll never use Costco/Shaw/Magic Carpets again for flooring. Worst...

When you spend large amounts of money to revitalize one of your most important investments, your home, you want something that makes your heart sing. Our experience with Magic Carpet created no singing hearts, but I suppose it could have been worse. Here's what was good, and what could have been better...

The good: Our in home sales consultant was well prepared and brought a lot of choices that were on point with what we envisioned The process of selecting and ordering the carpet was rather easy and straight forward Installation included moving furniture and they took away the old stuff

Could have been SO MUCH better: The seam of the carpet was put in the most visible place in the room. When we raised the issue with installers, they said it was to save on waste. Had we been informed that they would place the seam in the worst possible location, we would've GLADLY paid for the extra to have it at the back of the room rather than right in the middle of the highest traffic spot, or I would have made a different product selection that makes it more invisible When I walk on the carpet seam (which they placed in the highest traffic spot) I can feel the large, hard lumps of glue underfoot. They have assured me that it will soften, but 4 weeks later I have serious doubts. When the installers left, my driveway was littered with debris. Most of it wasn't even from my carpet but was instead from the house they had done before ours. Communication regarding customer service issues took 2 weeks between emails, and I only got a response after I followed up. That communication, much like the responses to some of the reviews here, was sterile, lacking empathy, and left me wishing I had not been lured in by the Costco program

Was the installation done "correctly"? Yes. Was it done to the highest standard and in the best way? No. Will we spend our money here again? Maybe, but we will surely be shopping competitors first. We only will proceed with awareness that we have to ask all the questions because this retailer does not take the time to create awareness of potential pitfalls before...