Carpet & Tile Mart — Local services in Hampden Township

If I could do this all over again with carpet mart- I wouldn’t. Windsome was the sales woman who “assisted” my husband and I. We went in and picked out a vinyl flooring we loved for our first home. Windsome called the Harrisburg store, said they had enough in stock, so we paid for it right then and there. We paid a significant amount of money in cash and the rest on a credit card. A week later, I get a call from Windsome telling me that Harrisburg sold our flooring to someone else, that there was a “stocking issue” so we have to find new flooring. My husband and I went in the store immediately, and the lack of empathy on Windsom’s part was frankly infuriating. Barely an apology or any form of “what can I do to make this right for you.” She pushed us towards the more expensive flooring (of course) and didn’t offer any kind of discount. We ended up going somewhere else for our vinyl floors. When I called to get a refund, they refunded the money on my card immediately… EXCEPT- they had to issue a check to us from corporate from the cash we paid. They told me I’d get my refund in 7-10 business days. THREE WEEKS LATER I had to call because no check had shown up. I was met with attitude and aloofness when I called concerned of where my money was, and I had to follow up multiple times. Do I not have a right to be concerned where my money is? Then after my persistence, I received a call saying “oh well it takes more than 7-10 business days to get the check to you” very, very rudely from a man named Matt. Basically arguing with me on the phone with a careless attitude that I just need to wait longer for my money. I asked if someone could expedite the process, since now it’s 3 weeks I don’t have my money, and again- was met with rudeness. I called corporate the very next day to see if my check was finally sent out. Was told I’d get a call back and never did. I called again the next day and spoke with Colleen in accounting (finally someone was kind to me on the phone) and she told me my check has been approved two days ago- which tells me, the mechanicsburg location NEVER called to get me my refund three weeks ago in the first place. I FINALLY got my check a week after this most recent call, it was dated for 7/13.

Carpet mart has truly caused a financial headache for my husband and I - not to mention heartbreak in a way because our hearts were set on that floor. This has taken out a huge joy of re-modeling our first home. Every person I spoke with at carpet mart blamed another store/person/corporate and never owned up to their mistakes or did anything to make it right. With expressing my horrible experience to other people, I have heard many other horror stories of people dealing with Carpet Mart. Go somewhere else for your flooring needs and save...

Worst customer service experience We ever received. We took measurements for a quote on carpet, were given a price and agreed to go with it since it was cheaper than remnants. They sent someone to measure who got the exact same measurements that we took them originally and they then tried to charge us an additional $250+. (Its normally within $30-$45 off which is understandable) They would not take responsibility or ownership of their mistake on the first quote they gave us which was way off. When we tried to cancel the order to buy remnents instead we were still charged $50 because they sent someone out to measure. They argued with us that it was our fault but like I said, the measurements we originally took them for a quote matched the measurements they came and got. They would not take accountability for their mistake on the original quote and they could not tell us why the prices were now so far off. If they would have gave us the right quote from the start we would never have agreed to go that route and just got the remnants from the start. After the way we were treated when we tried to adress this with them we will NEVER give our business to this store again. It wasnt about the $50, it was the fact that they messed up and continued to put the blame on us and never took accountability for their mistake.

Response to Owner. Im aware what a waste factor is, how a roll of carpet is sold. I never gave you any square footage or thought the price would be based on exact square footage. I gave you measurements of a room and the sales associate took it from there. Im not talking about our quote after professional measurements were taken. Im talking about the 2 estimates I was given based off the same measurements I provided both times. When we provided our measurements a 2nd time you provided an estimate that was $812 based off MY SAME measurements. Your first estimate based off my same measurements was $640. No one could explain what we were originally quoted or where the price difference was between the 2 estimates both based off my same measurements provided. If I was given the correct estimate from the start, $812 No one would have been out to measure. Therefore I am paying a fee for your mistake, which on my receipt says $35, not the $50 i am being charged. Also thanks for investigating a claim without contacting or talking...

Unfortunately the only way you find out that special order is not refundable or returnable is on the back of your receipt after you have purchased it. Also if you do decide you want to take a 30% hit restocking fee. They will take it back. It’s a shame. Have been a long time customer of theirs. Always had a good experience until now. Tenille is a great associate. Knowledgable and helpful. But I won’t be going back if they don’t take care of their customers in a situation that could have been easily rectified. I would have even been ok with picking out new tiles in their place. With no refund. So buyer beware. All special orders are Non-refundable. No matter what the circumstances are….

Response to owner: funny, I never received an actual receipt. Only the order receipt with the full price of all items on it. I mentioned that to Matt your Manager. Had to ask him how much each box and bull nosing was separately, because I never received and invoice for order other than at pick up. Also, I NEVER asked Tennille any such question. So that’s a blatant lie. And this is the reason I will never do business with you again. I own a business myself. And I have all returns and cancellation policies clearly stated at the Front Desk. Nowhere in your showroom does it state return policy in your establishment. Also, was never offered to bring them to exchange them out… was just told about the 30% restocking fee. Which Matt ( your manager) himself said to me on the phone. “He would hate for me to take that kind of a hit”. So much for “the customer is always right” approach. More about the money, than the satisfaction of the customer. Glad I won’t be returning. Lowes did a fantastic job helping me and making sure I was aware of all return policies. Buyer beware!!!!!! Go to Lowe’s for your home improvement needs. Better than dealing with liars. Good luck to anyone who purchases there. I have a feeling their policies change like the weather. My money spends anywhere…so does yours everyone....