Vogel's Carpet & Flooring — Attraction in Seattle

Rated for lack of prompt responses and complete lack of understanding of customer mindsets.

We contacted Vogel’s to get a quote for updating flooring in our house. We visited the showroom and thought their selection of materials was nice, but they said they would only give labor quotes after doing a measurement of our house. Fine, so we schedule one, and to their credit, they did send someone over to do a quick measurement.

After the measurement, over a week goes by without any response from them despite me reaching out multiple times. Finally, someone reached out by text and asked whether we decided on a material to use. I replied back that since material costs are constant, we’d prefer to have the labor costs before deciding on materials so we know 1) what ballpark of material costs we can afford, and 2) so we can compare with others.

No further responses via text. A few days later I get an email that hey, why did I not respond to their question. Great, so I reply back the same request - to have the labor costs first so that we can decide on material costs later.

Several WEEKS later we finally get an email response back saying that Vogel’s would not be doing business with us because they are not labor contractors and that we have to purchase materials from them.

1. At no point did we ever imply that we would be using Vogel’s purely for labor and trying to buy our materials separately. It seems like a very natural customer mindset to get labor costs before deciding on materials so that they can actually, you know, budget properly?

2. The lack of awareness of this, coupled with the lack of both interest in the project and any form of a prompt response was extremely disappointing for such a highly reviewed business. I never review things (check my profile) but this one was over...

I didn’t write a review after our first project with Vogel’s but I should have, and now that we have completed our second project with them, I’m taking the time to write this review.

We are so pleased with our new kitchen floor!

This last summer, while undergoing several home renovations, we had our general contractor install luxury vinyl tile (purchased from a large discount retailer) in our kitchen. From the beginning, the tiles clicked when we walked on them. As this was our first experience with LVT, we hoped the tiles would settle and stop clicking, but this was not the case. They kept clicking and within 3 months, the tiles were uneven, coming apart and tearing at the seams. We have 2 young children in our home and not only was our new floor now terrible looking and uncomfortable to walk on, but it wasn’t safe.

Long story short, we had previously worked with Vogel and the floor they installed still looks great, has never clicked, etc. so we contacted them. From the start, Holly and the whole Vogel team was helpful and understanding about our situation. John came to our home to measure and quickly got us an estimate to replace the floor with new LVT we picked out at their showroom. The cost was more than we paid our general contractor to complete the work last summer, but we knew what we would be paying for: a beautiful, stable floor, done right, by a company we trust, that stands behind their work.

And, that’s what we got! Hector and Marco did a wonderful job! The new floor fits in our home, like it’s always been here, but at the same time, it’s brand new and luxurious. No clicks or wobbles like we had before!

We are so happy that we went back to Vogel’s for a second time! We absolutely recommend Vogel’s and from now on, will always go to them first for any flooring...

The good:

The person we met with was polite, listened well, and didn't hover as we pursued the sales floor. He made us feel welcome to interact with samples and to pull product out.

The bad: We were encouraged to get a premium version of the carpet without and accurate understand of the use case. It was difficult to understand the difference in quality with brands. It felt extremely subjective.

Staff was overly casual in show room, and showed little professionalism in behaviour or in appearance. All sales staff wore sweats like it was a uniform One staff member was standing on the sales floor while eating lunch. I thought he was a customer until later he helped a customer That same staff complained about a caller loudly while we were there. "Better off going to Home Depot"

The first person we met with who seemed to know how to make truly effective recommendations was the guy who came out to do the measures. He was more professionally dressed than the sales staff on the showroom and was able to tell is right out we would be crazy to move forward with our color selection and give great perspective. He really seemed to understand our project and goals.

Dispite that important advice, we felt more comfortable working with...