Custom Carpet Centers — Local services in Town of Orchard Park

I want to preface this review by stating that my fiance and I are very patient and cooperative people. We are both first time homeowners and we hustled extremely hard to be able to close on our house with enough time to make the alterations we felt necessary before we had to move in. This included drywall in multiple areas upstairs as well as painting two separate rooms upstairs after the drywall as well as installing trim throughout the whole upstairs. We ordered the carpet roughly 2 weeks before we moved in and our carpet was ready about a week and a half after. We lived out of our living room until the carpet was ready. A day before the carpet was installed, I spent a few more hours touching up drywall in one room and touching up paint in both rooms. My fiance is pregnant and we wanted our upstairs perfect for our baby girl and us, and it was...until our carpet was installed. The carpet is nice and we have no complaints about that, we're actually satisfied...but damage was done to the wall in our bedroom and the door to the crawl space was broken. As mentioned, my fiance is pregnant and we have kids and a pet so leaving the door to the crawl space open wasn't an option so I fixed it with her brother. Earlier that day, Dean assured me that he would have Cliff, the installation manager call me the following Monday to talk about the gouge in the wall and the door as well. Monday comes and goes and Cliff not Dean reach out. Tuesday comes and someone with slurred speech reaches out to me about coming to see what damage was done. I assumed this was a manager of some sort so we scheduled a visit for the next day. Next day comes by and ITS THE TWO PEOPLE WHO INSTALLED THE CARPET. I showed them the damage, told them what they did and how Cliff was supposed to reach out and didn't and how I was becoming frustrated with the customer service and they admitted guilt and asked if they could pay for the paint to fix the wall. I said I wanted to speak to Cliff and not just an employee. They said they would reach out to him in the morning at the office. Thursday morning comes and goes and finally mid-afternoon, I called this store trying to to reach Dean. Dean is off. I told the person I spoke with my situation and that I couldn't reach Cliff and Cliff hadn't called me back and they said "I'm not surprised." I asked for the corporate number and I was told to call the Orchard Park store. After calling the Orchard Park store, I managed to be transferred to Cliff. I expressed that I was becoming inpatient with their customer service and that I was waiting on a call from him to come to a resolution. He cut me off by saying that there is no resolution as the two people who came by told Cliff that they didn't do the damage that I complained about and my pregnant fiance had signed off on a walkthrough that never was fully completed by James because another employee with long hair was vacuuming in one room while she was asked to sign off. All she saw was one room and the carpet being throughout the entire upstairs. She saw the crawlspace door down but assumed it would close. Regardless, at 8 months pregnant she has bigger issues to worry about and at this point I just feel she was taken advantage of. The carpet was nice but the installation process was upsetting and it didn't have to be this way if the installers didn't lie about the damage done. We are honest, patient people that were taken...

After numerous attempts to resolve an issue with this company I also feel I must write about my experience. Purchased flooring back in May 2021, paid in FULL in good faith to the amount of over $8600.00. with an estimated installation of end of June to July. Did not hear from anyone so we called end of July. Told material would come in September with an installation date of 9/8/2021. That date was pushed back twice, installers arrived on 9/11/21 with a promise to finish in two days. They worked for four days only to partially finish two rooms and left to complete another job???? Really? They did not return so we contacted the store Manager along with providing him with photos to document the mess our house was left in. After numerous phone calls and emails to everyone within this company, including both of the owners, a 2nd crew was finally sent on October 8th. They worked one hour, left and said they would be back Monday. Monday called to say they had truck issues and would come the next day. They did, only worked 2 hours to be told the 1 installers had installed the floor incorrectly and would have be be redone. UGH! Long story short, now Nov 5th and still not resolved. Their TV advertisements guarantee 30 days installation... NOT! Worst customer service I have ever received from a company, 2 months and my house is still a mess. They keep giving us idol promises that they will resolve this... however a picture tells 1000 words. I still have sub floors and a mess of cartons and damaged pieces. We should have been given priority to get this mess resolved, however just idol promises. The entire contents of my house has been packed up for more than two months, I can't even clean my house with this mess nor have family or friends over. Not to mention Thanksgiving coming. Steer clear of this company, extremely frustrated and disappointed, this was a large purchase. How would you feel if this were your house I asked them.... sadly none of them cared. They continue to insist they are a reputable company, decide for yourself!!!…. UPDATE!!!! 12/7 As Custom Carpets response is correct, the installation has been completed but after 3 long months , a lot of sleepless nights, anxiety and stress. Thank goodness for the crew that came to our rescue! Great communication, kept us well informed, called before arriving, actually arrived early. Very professional, hard working guys. Great teamwork to get the job done like clockwork, finished in a day and a half!!!🙂 the work was meticulous, looks great, also did a wonderful job cleaning up and moving back our furniture. Would recommend these installers in a heartbeat. Thanks For a great job done, Jon, Andy and Rich. ❤️ Just wish you had come in...

After giving them several opportunities to right their wrong, I feel I have no choice but to leave a poor review... After purchasing the flooring back in October and paying upfront (will never do again) the salesman, Michael, was very unprofessional. Upon the sale, I was informed they will be subcontracting the installer. (Common practice in this business) I was told that they will be the middle man between installer and myself and will stand by their subcontractors work. They gave me a date the flooring would come in and then they would contact me about what day to start the install. That date came and passed. It took many attempts over the next couple weeks to get ahold of Mike and have him call me back. The woman answering the phone looked up my account and stated the vinyl flooring would be in soon ( I ordered engineered hickory hardwood so she was clueless) I get it, sometimes unforeseen things happen but you should make an attempt to keep the customer who paid you $6k in flooring in the loop. He had a bunch of bogus excuses.

Once it finally came in and was told it would take 2 days to install because they will have several contractors. 2 kids seeming straight out of highschool eventually showed up and it took 3 days. (Very nice kids and I don’t fault them for their lack of experience but they should have had a foreman to guide them on a quality install) They ran out of material due to the defective, poor quality of some of the boards (see attached pics with black ink splotches random throughout) then took another week for the rest of the material to come in. I was informed they order 5% extra for scrap rate (10% extra is industry standard)

I was also informed I would not need shoe molding to go with my new baseboard because they would be able to install the flooring close enough to not have a gap (not true, see attached pics) My children have gotten several slivers in their feet for the over hammering of some of the boards causing them to chip and splinter (see pic) I also have transitions that are protruding up 1/2”.

After install I contacted Mike and informed him that I was not pleased with the install, and was told to take it up with the subcontractor and there was nothing he could do...

This is not how you do business, and I am very disappointed. Please steer clear if you...