The Carpet Store — Local services in Centerville

We used the Carpet store about 7-8 years ago and had a great experience but not overly impressed this time around. Alex and team were really friendly but the overall process was pretty unorganized from start to finish with communication being off.

When we picked out our products, Alex was really great. The only thing was that it was a little off-putting that when we wanted to look at hardwood, she kept recommending laminate wood for our main level floors. She mentioned multiple times how expensive it was and showing us the laminate product. I don’t think she was trying to be rude but her suggestion after we shared we had hardwood was to still use the laminate because they’ve seen a lot of that lately. Just a very odd experience but when we finally showed her what we had, she was more than happy to help us with finding a match.

We wanted to get our hardwood floors installed but the measuring experience made us concerned. It felt like we were being pushed to not go with them. They stressed that it would be really challenging for them so for such an expensive job, we thought we would take their word for it. For the record, we’d had other measurements done with other local companies and they were very transparent but also solution focused. Even by their questions, it was clear they were trying to figure out our expectations versus just telling us the job was too hard.

We did choose to keep our other projects with the Carpet Store and it was a bit disappointing with scheduling and how it was handled. We weren’t confirmed install dates and were told they were call back within a couple of days and I would then give half down, as per their process. I never heard back for about a week until I got a message saying they would release my date if my funds were not given to them by end of day. Not rude but the situation was off-putting. When I explained to them what they were supposed to tell me dates so I could put on my calendar and then have time from that conversation to get the money, they realized they didn’t have full confirmation on the dates but apologized and said they forgot to call but still said I had until end of day that day. I had to leave work in the middle of the day to get them their money. It was frustrating because they did not communicate with me but were quick to demand money, even after they realized their mistake.

During the week of install, they called me to adjust my dates because of the installers’ conflict and said they would also need to come on Saturday, to which I declined because we were going out of town. I think the frustrating thing here is that there was no consideration to my work schedule due to the last minute changes. I was okay to move the time up but again, there was literally no care to how much of an inconvenience this is to do to a client. I can be flexible but I think it’s inconsiderate to do so last minute.

The installers for our first room were rude and did not say a word to me- not even hello. They did a great job but I hated to let someone in my house who was so rude.

And finally, after paying so much money we haven’t even received a follow up to see how the install went. It’s been about a month now. They literally took the money and ran. The work is good but I think they need to work on their process and attention to the admin details. I try to always support local but those little things matter to me. I don’t know that I would use them again...

Where to start? Joni and Alex were great from the start. Seemed to really know what they were talking about and seemed very knowledgeable. However, installation went south in a quick hurry! The hardwood was set for Monday and carpet Tuesday. Monday we ran into an issue with the sub floor which was our problem. So I asked for a referral and he was great but carpet couldn’t go down Tuesday because their van which they knew Monday was down apparently couldn’t be fixed til Wednesday. Then they never told us the breezeway had to be a certain tempature so the two installers said they couldn’t lay the carpet because of tempature and they wouldn’t do the upstairs because the guy they referred was in their way even though he offered to move so they could get into the room. Luckily after calling the store and expressing the frustration the installers were able to leave and come back. However, they scratched up and tore up the walls and baseboards pretty bad. I contacted the store and they asked me to show it to the installers and when I did he told me oh well we did our best with a major attitude. After having Joni come see for herself she sent her handyman out to fix the walls and baseboards. I thought ok any other problems they will fix it and make it right! WRONG!!!!! Then the hardwood was to go in Thursday but the other job the installer was working on took longer than expected. No biggie. So Monday he comes back is doing his thing and leaves for lunch and tells me to look at it. With that I go up to find a piece that is chipped and when he returns tell him I’m not going to accept that he gets frustrated and continues laying the floor which I then have to call the store to get him to stop. Then they order more material send a new installer out and he gets an attitude because he has to fix the board that he knew about before he got there and just wants to putty it in. I said I don’t want putty in my floor I want it right. He finished the job then I go up to inspect and there’s a hole in my wall, the baseboards are all cracked, and those walls are totally tore up, with big chunks out of two of the door frames, and putty in my floor. So the carpet store called wanting their money and I said we need to talk about the damages. Joni got on the phone and said she’d get back to me. A week later I go into the store to settle up the bill because I just want the nightmare to end and her husband is there and starts getting rude because they lost an installer over this job supposedly. She says she called someone but they never contacted me. Overall a lot of this nightmare could’ve been avoided with a little attention to detail and a whole lot better communication. Definitely wasn’t a...

Not happy with The Carpet Store at all. They installed laminate floor for me in 2013. The floor now has one area that is popping up. Joni came to look at it and said she would contact the manufacturer about it. I never heard back from her. I finally called her back and she seemed as if she never really did anything at all about it. She came back out and looked at my floor again and said she could still get the flooring and would have someone come to fix it (no mention on whether she contacted the manufacturer). The repair man showed up, but did not have the flooring, he had to use the one extra box that was left for me after the initial installation. He said I was not cleaning the floor right and that is why I have the problem. I clean the floor the proper way, and it that was the problem, my whole floor would be this way. I think it is either an installation mistake on their part or a manufacturing defect. But I feel like I am getting no help from The Carpet Store. Joni acts like she will help figure out the problem and contact the manufacturer, but then never really does anything about it. She shows up but then never really follows up.

I also have one place on my carpet where the carpet is fraying and the tacking edge is poking through. This is because they did not install cut the carpet right before installing that section.

TERRIBLE...