Lomax Carpet & Floors — Attraction in Whitehall

I originally came to the store for vinyl plank flooring for a new home we were purchasing. After walking around for 45 minutes picking out which flooring we were happy with we finally got help. The sales associate decided not to help us with the vinyl flooring but instead direct us to tile.(I may have set myself up for failure because I mentioned it is a lake house, we have children, and a large dog) At the time we did feel the associate was knowledgeable and decided to proceed with the tile. We also made the associate aware of the time frame we needed the flooring by.

Fast forward, after I paid for everything for roughly 700 sq ft of TILE flooring I was notified two days later the flooring would not be in, and would be 2 weeks until we received the order, they did give us the option to pick out another flooring or have it delivered free of charge. We decided to wait the 2 weeks tackle other projects first and go with the delivery.

Now please keep in mind after this point I received NO updates, even after I called multiple times and spoke to multiple associates they had no idea what was going on, promised to look into the order and call me back with an update... Never received a call back or an update. I had to personally track down and reach out to the manager to find out where this order or my flooring was as I waited almost 4 1/2 weeks for this flooring.

I’m a very understanding person but when I know I was upsold on a product I originally didn’t even want and you inform me it’s already delayed 2 weeks, 2 days AFTER I paid in full, I expect it to be there in 2 weeks not 4 1/2. Now I have things moved in (that I originally planned on not being there) I have about 700 sq ft of tiling to do, I STILL don’t have my complete order, I’m 6 months pregnant, and I actually hate EVERYTHING the original sales associate suggested. I truly feel like her concern at this point was that commission check instead of listening to our wants and needs.

I’ll take fault in falling into the salesman scheme, you got me, but when I’m spending a decent amount of money on something I’d like to be kept updated on my purchase, ESPECIALLY if you tell me 2 weeks and manage to take...

I originally went to Lomax by myself looking to order over 1,000 sq ft of flooring. After 20 minutes, not a single sales person checked in with me. I was able to finally track someone down and after not really answering my question he blew me off and walked away. I spent another 10 minutes searching for another sales person. He looked up the floor I wanted and told me they didn't have enough in stock. He would have to look into ordering from the warehouse and he would call me back the next day. He also mentioned something about this being a "good sale" for him. he never called. I went back with my husband and family to once again try to order the floor. We were greeted immediately and ordered the flooring. We were told they had it in the warehouse and it would taker about a week. 2 weeks later no flooring or phone call. We called and were told there was some mix-up, but they would order it. The next day I called again and the order was still not processed, but they said they would put a "rush" order on it. I called again the next day because I Was very quickly losing faith in this company, and spoke to a manager. She said the order was STILL not processed but she was going to personally check with the warehouse and get it on the next truck. I told her that we NEEDED this floor to be installed before our new kitchen and we were running out of time. She called me back and said the floor would be in on their Friday truck. Thursday we received a call from our original sales person, not the manager, that they did not have enough of our floor and we would either need to pick out a new floor or get a refund!!! I cannot believe that the manager did not call me herself. I believe this was VERY unprofessional and I cannot believe the TERRIBLE customer service. I cannot recommend this store to anyone. We have now had to push back our entire kitchen install and I have ordered flooring elsewhere. Why did we need to call 4x to get answers and why did they not check on it personally after the 1st issue. I am a very reasonable person and understand things happen, but this was very bad business practices and completely...

Terrible customer service from management. The whole upstairs was carpeted, including the stairs, but Rich miscalculated and shorted us 3 steps. We had to call the store to see when the job would be finished since they had not reached out to us a week after leaving the job incomplete. After waiting close to a month I finally got a date where the job would be finished. I called a few days before the agreed upon date to finish the install to make sure the carpet had arrived since its a special order. I also emailed Karen to make sure she was aware of what the issue was. When she finally got on the phone all she did was tell me Rich was going to call me back, which he never did. Karen didn't look into situation as I asked via email and calls SINCE the carpet had not arrived at the store! I had taken off work for this and I never got a call to let me know they weren't coming. At this point I were pretty annoyed at the managements' disregard for our time and lack or organization. When the stores installers finally completed the job I noticed something was off, but didn't realize one of the three steps wasn't in the same direction for a few weeks. Again I contacted the store to have the problem fixed and again no communication from the store acknowledging the issue. When our laminate flooring installer came is when he told us Rich needed pics to see what the issue was. I reached out the store to see what was going to happen and nothing, until the end of August when out of the blue Rich called and gives me a message that he would like to send out his guys the next day to do the step. More evidence of the total and blatant concern of our work schedule. I called the store and left a message saying this would not work for us and to call back with another date. This is date I have not heard from either Rich or Karen and my step is still backwards. Anyone that values their time and doesn't want to deal with a dysfunctional store management will...