Abbey Carpet & Floor of Hawaii — Local services in Honolulu

Two stars- Pros: Sales associate Brenda K. and Matt W. were terrific. They were very professional and very kind. Thank you Brenda and Matt. Cons: Unfortunately I don’t recommend Abbey for the following reasons: The overall installation was not finished as scheduled by Abbey. It was completed three weeks after the scheduled date. Abbey scheduler didn’t coordinate with their own installation team. From the second day work was not completed as scheduled. Per the owner this happened because: team lead had to leave by 2 pm each day (the whole team left at 2 pm), one person got sick, one person’s car broke down, we didn’t finish the molding/caulking but we’ll finish it tomorrow, we forgot to caulk that one room, we ran out of flooring planks… Each day of the installation process Abbey didn’t complete what they scheduled to complete, yet my family met the schedule as far as moving the household goods (many very heavy/bulky items) from room to room to stay on the phased schedule set by Abbey. Moving a refrigerator or stove from the kitchen to another room, removing the water heater/toilets to make space in a condo for the flooring installation is very difficult. Then to come home at the end of the day to move things again and be told you cannot put things there because we didn’t finish today so you need to put it somewhere else. Not much places in a condo that a refrigerator and/or stove, or bed can fit! Under a very stressful situation late into each night my family did it. We completed what we had to do on our end to keep the installation on schedule. This was critical as directed by Abbey’s “Furniture Moving Agreement”. This agreement basically states that if the customer does not move everything (furniture, appliances, electronics, beds, etc.) out of the area to be installed then installation will not be completed and customer pays rescheduling fee of $250 - I’m already paying enough ($25/sq ft) for the flooring so I didn’t want any additional costs.

On the last scheduled day of the install I was informed at the end of the day that they ran out of flooring planks. There was adequate underlayment, but not enough planks? Something didn’t add up. Abbey’s reply, “We ran out of planks, we cannot find your remaining planks, so we have to order more”.

The worst aspect of this ordeal with Abbey was the unnecessary stress put on my family because Abbey couldn’t meet the schedule they set. Was the stress worth the new floor? No - I should have gone with another company. Sure you expect stress when you install flooring, but it has to be justified and reasonable, not due to the flooring company’s ineffectiveness and carelessness.

My explanation of concerns to the Abbey owner were met with dismissive excuses. This gave me the impression that what my family went through was no big deal to the owner.. The replies from Abbey’s owner was basically “we make mistakes and we learn from it, 90% of the time we get the job done on time”. What this says to me is “well you're the one out of ten that we didn’t get right but that’s okay with us because we satisfied nine out of ten other customers.” The replies of excuses missed the point and doesn’t take into account what we as the customer unnecessarily went through. I understand things don’t always go as planned, mistakes happen, calculation errors, but…this scheduled work was for six (6) work days and yet each day there was something that Abbey didn’t get right that affected the overall schedule. If this was a reputable company this wouldn’t happen.

I would have been a happy and satisfied customer if the owner actually took responsibility and accountability. Instead of excuses she should have just apologized, e.g., “I’m sorry, this should not have happened, no excuses.” The apology she gave came after the excuses and as a second follow up email reply which really came out as a btw.

Hiring Abbey for our flooring installation turned out to be a terrible experience for my family. I do not recommend getting laminate flooring from...

Two stars- Pros: Sales associate Brenda K. and Matt W. were terrific. They were very professional and very kind. Thank you Brenda and Matt. Cons: Unfortunately I don’t recommend Abbey for the following reasons: The overall installation was not finished as scheduled by Abbey. It was completed three weeks after the scheduled date. From the second day work was not completed as scheduled. Per the owner this happened because: team lead had to leave by 2 pm each day (the whole team left at 2 pm), one person got sick, one person’s car broke down, we didn’t finish the molding/caulking but we’ll finish it tomorrow, we forgot to caulk that one room, we ran out of flooring planks. Each day of the installation process Abbey didn’t complete what they scheduled to complete, yet my family met the schedule as far as moving the household goods (many very heavy/bulky items) from room to room to stay on the phased schedule set by Abbey. Moving a refrigerator or stove from the kitchen to another room, removing the water heater/toilets to make space in a condo for the flooring installation is very difficult. Then to come home at the end of the day to move things again and be told you cannot put things there because we didn’t finish today so you need to put it somewhere else. Not much places in a condo that a refrigerator and/or stove, or bed can fit! Under a very stressful situation late into each night my family did it. We completed what we had to do on our end to keep the installation on schedule. This was critical as directed by Abbey’s “Furniture Moving Agreement”. This agreement basically states that if the customer does not move everything (furniture, appliances, electronics, beds, etc.) out of the area to be installed then installation will not be completed and customer pays rescheduling fee of $250 - I’m already paying enough for the flooring so I didn’t want any additional costs.

On the last scheduled day of the install I was informed at the end of the day that they ran out of flooring planks. There was adequate underlayment, but not enough planks? Something didn’t add up. Abbey’s reply, “We ran out of planks, we cannot find your remaining planks, so we have to order more”.

The worst aspect of this ordeal with Abbey was the unnecessary stress put on my family because Abbey couldn’t meet the schedule they set. Was the stress worth the new floor? Nope - I should have gone with another company. Sure you expect stress when you install flooring, but it has to be justified and reasonable, not due to the installation company’s ineffectiveness and carelessness.

My explanation of concerns to the Abbey owner were met with excuses. This gave me the impression that what my family went through was no big deal to them. The replies from Abbey’s owner was basically “we make mistakes and we learn from it, 90% of the time we get the job done on time”. What this says to me is “well you're the one out of ten that we didn’t get right but that’s okay with us because we satisfied nine out of ten other customers.” The replies of excuses missed the point and doesn’t take into account what we as the customer unnecessarily went through. I understand things don’t always go as planned, mistakes happen, calculation errors, but…this scheduled work was for six (6) work days and yet each day there was something that Abbey didn’t get right that affected the overall schedule. With a reputable company this shouldn’t happen.

I would have been a happy and satisfied customer if the owner actually took responsibility and accountability and instead of excuses STARTED her reply with, “I’m sorry, this should not have happened, no excuses.” The apology she gave came after the excuses and as a second follow up email reply which really came out as an afterthought.

Hiring Abbey for our flooring installation turned out to be a terrible experience for my family and I regret going with...

Normally when people have one bad experience with a company, they take that negativity and run with it. We try to give the company a chance to make it right before we form our final opinion. Abbey Carpet & Floor took that one chance and not only earned our business again in the future, but also earned our respect and heartfelt appreciation.

Purchasing carpet is not easy, especially considering the cost, time, and labor that it takes to make it happen. Abbey was the first company we went to and Shawn made it really easy to narrow down our options when taking into account what we had (child and dog) and what we were looking for. We did go to two other competing floor companies and it was the quality and workmanship promised that won Abbey over for us.

They accommodated our schedules for demo and install and there were no hidden prices from what was explained to us. However, there was a doozy in the installation and what we were promised was not what we received. The product was as expected but the workmanship... well. Within hours of "completion," we called Shawn to complain and question and he came out to take a look for himself within a few hours. Two days later they sent Tony over to fix everything we had found and he explained what exactly was done wrong. Tony's workmanship was top notch and never made us feel that we had inconvenienced him.

When I called to pay our final balance, Jaime, their office administrator, had expressed how sorry they were for our inconvenience. I was surprised at how she had even known about it! I hadn't even mentioned other issues we had encountered with the installers themselves until that point so she took notes on everything and promised I would hear back from them. Within hours I received separate calls from both Shawn and Debra (the owner) who wanted to hear for themselves what we had gone through. Debra then proceeded to make it her mission to make things right with us. It was so heartwarming to hear how personally she listened and took in my comments and the accountability she claimed for the workers they hired, especially from such a big company like them. We just wanted to make them aware of everything so that it wouldn't happen in the future but she insisted on righting all of the wrongs. And for the next three days she was in constant communication with us and sent workers to our home on OUR schedule to ensure that we were happy with the entire job.

You guys, in less than a week, this company had fixed any and all issues! AND made sure that all areas that we were inconvenienced in due to this problem would be addressed to their best ability too. At no point did anyone (from owner to worker) ever make us feel like we were just complaining or inconveniencing them and actually justified our concerns by agreeing with us and placing themselves in our shoes. They listened and asked and it's apparent that everyone who works for this company takes pride and ownership not just for their assigned work, but for the company overall.

Not every job can be done perfect the first time but you can be damn sure that, if it's not, Abbey Carpet & Floor Hawaii will do what they can to make it right. You just have to give...