Carpet Exchange — Attraction in Denver

My Aunt (S. Ondack) and I have just had the worst experience with this company. I highly suggest folks steer clear of Carpet Exchange. There has been rescheduling on both sides (from the company and from my Aunt), but we were on the installation schedule for Friday, May 31, 2024 and had everything ready with the exception of some pieces of furniture to be walked out the door onto our patio. Which she paid extra for the installers to finish the move of. Less than 40 minutes prior to scheduled arrival, they called to say there was "installation issue" and would be coming at 1p, instead of 10am. Ok. We didn't have a choice BUT to deal with that; yet, HOW DOES AN INSTALL ISSUE crop up so close to a scheduled time? They didn't say it was being held up due to appointment before us. Then around the newest set time, they call to say their truck "broke down"and would come Saturday morning, June 1, 2024. And we then bought several tarps to cover what we had been able to move to our patio so room was ready for carpet. Today I get a call at work from my Aunt who is in tears and is telling me that they won't move antiques and they won't do install until Internet is disconnected. Now, how the h* does the Internet connection have anything to do with carpet fitting? Also, there is only one piece of furniture that is "antique" and it's easily moved. I've done it myself in past, but we couldn't do it as my Aunt is disabled. Needless to say, they drove away with carpet and padding that is fully paid for. When she called the store about a refund, they claimed it was a "special order" and could not be refunded. Please Note: Our friend went with my Aunt to pick out carpet back when this charade first began. The only "SPECIALNESS" about this carpet is that they just called another store to see if they had it in stock. Nothing was cut, nothing was dyed or changed to a particular color...No special anything. It was just not available at that store. Aren't they all the same company? You are just getting the carpet from a different location to be sold. Apparently, from reviews I've read, Carpet Exchange says they are big on customer service. As my Aunt does not have the energy to deal with this, I do and I will. I would expect that if they refuse to refund my Aunt... perhaps just bring the carpet and padding back to our house and we will have someone else install it. And we can then be done with this farce. Very disappointed... I would not give ANY STARS, but in order to give this review, it was necessary to put 1 on there.

⏩Note: After our initial experience, I am happy to say once the installation was complete...I am changing my rating to 4 stars. All because Evelyn with great customer service, Daniel the Manager and Danny (the lead carpet fitter) really stepped up and helped to get this done. Thank you for turning this frown...

I had such a positive experience with Carpet Exchange in 2010 that I called them again this year when I needed the carpets in my house replaced again.

On April 20, 2015 I called the Denver location and spoke with Hans Pudim who was my sales rep. He said they could install replacement carpets within a few days. I explained I needed it done around May 20th, after my current tenant moved out and interior painting was complete. He assured me that would not be a problem.

On May 16, 2015 I emailed Hans and told him the install date needed to be moved to May 22nd or 23rd. I told him to contact my friend who lives in Denver and has a key to my house to schedule the time of the install. Hans ignored my email and on December 18th called me and left a message saying he needed a lock box code to get into the house for install. I called him back immediately and left a message telling him to contact my friend and reminded him it needed to be installed on the 22nd or 23rd.

A few days later my friend called and said after leaving several messages with Hans he finally called back and said the install can't happen until May 27th! This means my realtor has to reschedule the stagers, cleaners and photographers. It delays the date I can put my house on the market.

I sent Hans an email complaining and this was his response:

"I understand your concerns. It took a while for me to get in contact with [your friend]. We traded phone messages for a few days before finally getting into contact. During that time, the available spaces filled in. I set this for the earliest available. I did not have a firm date ahead of time. I am sorry for any inconvenience."

On Saturday May 23rd I called and asked to speak with the manager. She apologized and said she would get someone to do the install the next day. I arranged for my friend to meet the installers on Sunday the 24th (Memorial Day weekend). They did not show up for 7 hours. She called and spoke with Hans who was clueless about any of it and insisted they weren't scheduled until the following Wednesday.

I was planning to file a complaint with the Better Business Bureau, I had to pay my friend for 7 hours of doing nothing. Then I received a call from the district office of Carpet Exchange after seeing my review. She apologized for the problems that I encountered and assured me she would speak with the store manager and Hans. She asked if there as anything they could do to make up for all the mistakes. I asked her to reimburse me for the $162.40 that I had to pay for someone to wait around all day on May 24th for the carpet to be installed. Today I just got a check from them for the amount I requested.

I appreciate how they tried to make things right. Stuff happens sometimes. It says a lot about a company if they reach out to customers and try to make...

Two stars for good discount tile selection and pricing. No stars for everything else.

My husband and I stop in to look at flooring for the house we just bought. We end up in the back room looking at the discounted discontinued flooring. What you see is what you get, no more can be ordered...cool with us. Salesman A points out a hardwood I love, states he has 400 sq ft (exactly what we need) and you won't get it at a better price. True story. We say ok thankyou we will think about it. Think about it overnight and come back the very next day to purchase. Going to check out Salesman B says they only have 1XX sq ft of it and that Salesman A was incorrect saying they have 400 sq ft but they do have this other kind of not really similar wood. We are not interested. Bummed. We take their word for it and go on our way. Come back the next week to pick up our tile, see our hardwood still sitting there. We walk over, count the boxes, do the math, there is 396 sq ft sitting right there. Shake our heads at each other. We explain the situation to Salesman C and say we want to buy this product. Salesman C checks us out for tile and hardwood. Half hour later my husband gets a call saying sorry the hardwood had already been sold and they will refund us (Obviously the product was not marked as sold as it should have been). Takes 4 days for the refund to post. Get a call from salesman asking if we want to order more. Husband replies that I thought we couldn't order more, Salesman says oh yeah your right, how about this other wood? Husband replies no thanks not interested and we've already explained that. Salesman says sorry and hangs up.

So sloppy mistakes made on their end. If not for their numerous mistakes we would have to flooring we want. But that didn't happen and we were offered nothing more than a shrug and a casual insincere apology in return.

Update: Amending my review to say Gillette (Salesman A) was able to turn the situation around. Somehow in the end they were able to order more of this product and Gillette communicated that to us when we were in the store for reasons unrelated to this hardwood. I'm not sure what the solution is that the response to this review is referring to but we were never assured that more could be ordered until we spoke with Gillette. In any case, the end to this is that we have the hardwood flooring we originally wanted and its awesome. For that we thank...