Worldwide Wholesale Floor Coverings — Local services in Edison

I was very hesitant to write a bad review because I am the general manager of a large ticket retail chain in the area, so I know how unrealistic customer expectations can be sometimes.

The only reason this review isn't a 1 star is because the product is actually amazing. The customer service experience was about as bad as can be expected and at the moment of me writing this, it continues to be mostly non-existent.

It started off with the day of the purchase. I signed up for their interest free financing program and right from the door they charged me the full 10k, 3 weeks before the product was delivered or installed. Of course this shows up on your credit report that you owe the full amount, not just that you opened an account, immediately, the same day you apply for the loan. Seemed shady, but I failed to run away. Totally my fault.

Then the clown shows up for my "free measurement" and proceeds to lie right to my face. All I asked was a simple question. "How many square feet did it come out to?" Keep in mind I'm watching him put the measurements in a digital tablet which has done the calculations for him. This moron says, "I don't know. They do the math back at the office and your salesperson will call you." I challenge it. "You don't know, it's right there on your screen." He continues with the lie. When I go to the store the next day the salesperson is off that day and nobody in the so called customer service desk can tell me anything about my order, which I have already been charged for. I have to wait for the next day when the salesperson comes back to work. So the customer service people are good for absolutely nothing but taking your money. They should be renamed cashiers. Again, I should have bailed out, but I failed myself and allowed this order to go through.

The salesperson finally gets back to me with the measurements that needed to be kept top secret for no clear reason. I approve them, against my better judgement, and wait (more than a week) just to be told when my floors would be installed. They finally get my floor installed (before Thanksgiving which I was happy about).

The floors look beautiful. Which is again, why I didn't give a 1 star. However I paid an extra 50 dollars to have extra screws put down in 2 trouble areas where the floor squeaks. That never happened, which wouldn't be a big deal because as it turns out those spots didn't squeak anymore once I switched from carpet to hardwood. However, one spot that never squeaked before does now and that part of the floor feels bouncy when you walk on it. There's more......

The original installation team didn't have the molding that bridges the hardwood to the tile in my kitchen and surrounds the marble on my fireplace. It was on back order and needed to be installed at a later date. No problem. Except that when it comes in, no one calls me to say its in or schedule the return visit to install. No, I have to do that myself. I make the call, schedule to follow up visit and the guy comes and does everything but the fireplace. Why you ask? Because the aforementioned measuring moron didn't include enough in his top secret measurements!!! Nice.

So now it's been 3 weeks since the second installation guy was out to my house and I still have this ridiculous half inch gap around my fireplace. I didn't order a hardwood moat. I'll bet anything that no additional material was ordered to finish the job.

Oh and I forgot to mention that the original installation team left 3 bags of flooring material on my front lawn that are heavy as hell. My garbage removers have refused to take it away because it is classified as construction material. So I have been sneaking small pieces out of the bags a little bit at a time into my regular garbage to get rid of it. 4 weeks after install, I'm down to 2...

Buyer beware! This store will charge you for measurements. I had found a 12 x 27 remnant at another small carpet store. They came out and measured without charging me or taking a deposit and I was told that it would be a perfect fit. Unfortunately, the remnant was sold before I made my decision so I had to find another store with that carpet since the store no longer carried that brand. I found the carpet at Worldwide. My husband took measurements but told the sales person that he was not sure of the exact amount of carpet that was needed. We were told that it was no problem because they were going to come and measure anyway. We left an 80% deposit based upon the measurements we provided. Unfortunately, our measurements were not accurate which can be expected since we are not in the carpet business. After Worldwide measured, I received a call from the sales person saying I needed 369 square feet of carpet which is approximately 12 x 31. The cost of my carpet was now $800 more than what was originally quoted. I told the sales person that I did not understand why I needed so much carpet since the room was 12 x 24. I was told that the carpet needed go halfway into the two doors on the side of the room. I told the sales person that this was impossible since there was tile and also the room itself is only 11 feet 8 inches wide. This would have no bearing on the additional length. I suggested that they send another person to measure and confirm since this did not make sense but was not given this as an option. The salesperson spoke with the installer and was told, "sell her what she wants." This implied to me that they would not take responsibility for the amount of carpet and if it was wrong or short I would be blamed. My husband and I decided to cancel the order. I received another call from the sales person who then said that the manager had reviewed the measurements and they could do it for me for $400 less because I did not need all that carpet. At this point, my husband and I lost trust and decided not to purchase from them and cancelled the order. I asked for my deposit to be refunded. Two days later I received my refund minus $50. We were told that there was a charge to measure. We were NEVER told that there was a charge to measure the money I left was a deposit and did not include a charge to measure. It is unbelievable to me that a store this large would do this. If your business is reliant upon accurate measurements it is in your best interest to offer this as a free service. Businesses offer free estimates and quotes all the time but not this one! They are forcing you to pay $50 and then selling you more carpet than you need! In the end, you will not be paying less if you think it is cheaper than a small business. This is a disgrace and they are clearly taking advantage of the customer. There are plenty of small carpet stores that do not do this. Another reason to buy from...

UPDATE: 10/13/22 unfortunately it's not a positive update. The VP did respond quickly to the original review. He left his name & contact info, but never responded to our calls. It's a shame it takes a bad review to light a fire under them to take action. The office worker in charge of scheduling appointments did reach out to us soon after the review & schedule an installer to come by& take a look. She admitted she didn't realize no one ever came by to look at floor. SHE ACTUALLY HAD THE GALL TO ASK US TO TAKE DOWN THE BAD REVIEW BEFORE THEY EVEN CAME OUT TO LOOK AT FLOOR. WHAT??? Did she want a better review just because they responded to the bad review? The installer stood by his installation of the floor, the unfinished job, as well as didn't see an issue with the dip in the floor. He was only here for a few minutes. We received an email from the office stating his findings & they said an outside vendor will give their opinion of the floor. We were to hear from them within 4 days. That hasn't happened. Attached are 2 pictures of a level on THE HIGH TRAFFIC spot (so it gets felt underfoot multiple times a day) in question as well as about 6 inches over to show it's literally one area. We installed the same fairly high priced "high quality" Shaw flooring in another room. We found that the snap in edges broke off easily. So much so we had to buy additional boxes. They were very fragile. We are under the belief that there not only is a low point there that the installer didn't remedy, we also believe the snap in edges may be broken making that area lose the support it needs. On top of that, we were charged for transitional pieces but they were never installed. There's quarterround pieces only installed on 1/1.5 wall (s) in each room.

ORIGINAL POST: The wait for install was long. The crew came on time. Worked quickly. Trim was not installed completely in the 2 rooms. We paid for transitional trim& received none. We have baseboard heating & he said he had no way to secure it under the heating, but left us quarter round trim pieces. We would install the trim ourselves, but if they need to tear up the floor, we need to wait on them to fix. The raw edges can be seen around the room. We called them back within a week bc there was a bouncy area in a main high traffic area. A couple weeks later they returned to fix it, but didn't do anything, said it's ok, it's expected & will settle. Within a month or so after install, we noticed the bouncy area was significantly lower, you can see an edge of the board. We called & no one has come out. I think they said November is the next time they can come. It was installed...