Carpet Mill Outlet USA — Local services in Roscoe Township

I am very disappointed in this company. They had me sign a contract for getting my stairs and one room in my basement carpeted for $1600. A day after signing the contract and coming back to potentially look at LVP flooring for my kitchen I was told I had to pay an additional $300 for the carpet for my staircase, after I had already signed a contract and paid in full. That Upset me, so I just wanted to cancel and go with a whole different company, I was threatened with a restocking fee if I did that, even though they never left The building!!! The manager Offered to only charge me an additional hundred dollars to stay with them. I paid it but I was not happy about it. They came and installed the carpet, it looked absolutely terrible. The installer stop the carpet in the middle of the doorway and it was extremely visible of a difference to the other room. I had to call and go back-and-forth several times with the salesman that was working with me to get that fixed. The salesman came to my house and measured from the middle of the doorway to the end of my wall, and said that they would come back and fix it, because even he agreed it looked terrible. The second time the installer came he again did not go all the way to the wall. It was stopped in the middle of the room. I have had to call again and try to get this fixed at this point they are no longer coming back and only offered to let me get on a payment plan to carpet my whole basement over. I give this a zero stars if I could. This was an absolute headache and I wasted too much money. The carpet in my basement still looks terrible and I have to just live with it. Otherwise I have to fork out a couple thousand more.!!!!I should’ve went with Home Depot. Home Depot carpeted the rooms upstairs and did an absolutely...

We did have a good experience with the installers who were professional and friendly and did a great job. The reason for my 2 star review is because our flooring began cracking at the corners after only 3 years. The photos don't capture how bad the flooring progressively kept cracking. We were told it was Shaw's fault for faulty flooring. Shaw initially told them they would replace the flooring for free, but the labor cost was on us. This didn't sit right with me, having paid $7,000 just three years prior and now having to bear the brunt of this new cost. We asked Carpet Mill management, through our sales rep because we were always told the manager wasn't available, if they would take even a small percentage off the install cost. They said no that there was nothing they could do and was adamant Shaw wouldn't cover anything else. We repeatedly left messages for the manager to contact us back, and she NEVER did.

I understand it was primarily Shaw's fault, but because we were recommended shaw flooring and they stand behind their supplier, I figured if they truly cared about customer satisfaction that they would even offer just 10 percent off install. We weren't asking for anything free. We ended up contacting Shaw's warranty department and they were amazing to work with and made it right by offering to pay 50% of the install cost. I feel carpet mill didn't even try, instead of directing us to the warranty department they were just confident that shaw couldn't help us.

I was very happy with how Shaw made things right, but very unhappy with Carpet Mills lack of accountability and service...

Thank heaven for life proof flooring. Very durable and nice with the exception of the stairs, guess the installers never got it right and they've been out 3 times. #carpetmillroscoe you are terrible for not actually finishing my stairs properly or doing around my wood stove. They made us wait 6 almost 7 months before telling us it's going to cost more money to finish around the wood burner, this was after multiple calls and messages left with no real answers..18k in flooring and my stairs are still not up to par (risers keep coming loose) and they didn't finish the job. The hardworking installers are very nice and over all do great work. They tried very hard to fix the risers but after the third trip and removing the foam backing still the risers are coming loose. The owner simply doesn't care about his customers issues with the products he sells nor does he offer rectification for unfinished work after not getting back to us for almost 7 months. Did I mention we reccomend them to friend during the 7 months we where waiting for an answer. 10k in business with our recommendation. You'd think they would at the very least finish around the wood burner, since the stairs will never be right unless they remove them and start over on the stairs. If I where the owner I'd weigh my options and go for the more cost effective option to make my customer happy. The sales women we dealt with are also very nice and accommodating taking every message and then having to relay the bad news after 7...