The Floor Store — Local services in West Stockbridge

Avoid like the plague unless you like horrible service & shake-downs. We hired Floor Store to carpet our guest room above the garage. Here is the story of the 5 cancelled install dates.

1. 24 hours ahead of of the installations date, they canceled because the installer hurt his back. Normally wouldn't be a problem, but we had Air BnB guests arriving 36 hours later, so we lost that $500. They rescheduled it for a month later (their next avail date).

2. A month later: CHRIS, the installer shows up with a second guy. He looks at the stairs leading up to the room, and said, "no one told me there were stairs. I hurt my back, I can't go up stairs." He also mentioned to us he loves working in our neighborhood. The last time he worked here, he got a $250 tip, and his crew got tips too........ it was VERY uncomfortable for me and my wife. I've never had a guy ask for a huge tip on a job he hadn't even started on.

3. Chris comes back a week later with a different guy to help with the stairs. Chris goes up stairs and says: "I can't do this job, you have a bed and two chairs in the room. I am not a mover." I explain to him we had to put the bed up there for family friends that had been staying over since he cancelled that last time, and when Joe Jr. bid the job, there was some furniture in the room. Chris didn't care, he wasn't lifting the furniture. But he said he would come back in 24 hours or the following Saturday if the room was cleared. I told him my son and I would do it, and it would be ready the next morning. It took me and my son 10 minutes to move the bed and chairs.

4. the next day, Chris doesn't show up or call. I assume he will then make his second promised date, the following Saturday.

5. The next Saturday, he doesn't show up. He doesn't answer his cell phone. When I text him to ask where he is, he says he is in Cape Cod. He tells me if I have a problem, call Joe. I call Joe. Joe is not there. Joe Sr. says he doesn't know anything about my job, and that they can install my carpets in 3-4 weeks with a different crew. When I tell him I have already waited 5 weeks, and they have missed FIVE appointments, Joe says he doesn't know anything about that. But (and get this) if i stop complaining, I can get my installation finally done in 3-4 weeks.

6. About a month later, a very nice crew came and did the job. No one from the Floor Store ever called to see if I was happy or offered to apologize. It took FIVE missed appointments and 8-10 weeks from the original installation date, but it's done.

We have never heard from Joe or anyone, other than getting the...

Twenty years ago we worked with The Floor Store as we chose tile for our house. Now, with a garage apartment underway, we’ve turned once again to the Roy’s family business, and have received the same knowledgeable and conscientious advice and service as before. For this project, we were choosing floor and wall tile, as well as solid bamboo flooring. We don’t do this every day, so it was great to have the benefit of experienced people like Joe Roy, Jr. (our primary contact for the garage project) in choosing aesthetically pleasing and practical products. We installed some of the material ourselves and had a Floor Store subcontractor do the custom shower surround. It featured light tile and dark grout, an unforgiving combination, but it came out great— very precise. Also, the tile contractor suggested two changes when he saw the job—one about the niche and the other regarding the placement of a shelf— which we gratefully incorporated into the design. We made another design change on our own that we forgot to tell Joe about, but he bent over backwards to get us the extra tile needed in time. The Roy’s have built a great business in The Floor Store, and I highly...

This is a friendly competent local merchant that everyone in Berkshire and Columbia Counties should be dealing with. My wife and I planned to remodel one of our bathrooms starting in April of 2020. This project was put on hold for more than a year because of the pandemic. However, the project has just been completed. Joe Roy, and his wife Mary, were great about rescheduling our new shower and floor tiling. Their installer, who did the on-site work, always arrived promptly, was easy to deal with, and did an outstanding job. I believe that their prices are competitive with the big-box stores, however you get so much more individualized attention and service from a place like The...