The carpeting install went great. Taila at the store was very helpful with selecting options. It was installed on time and correctly. The backsplash, however, turned into the project from **** and we regret using Bisbee’s for that work. Even according to David, Bisbee’s owner, the backsplash should have been a simple project. Unfortunately that wasn’t the case. First off, the installer showed up and was missing the adhesive & trim pieces and worse, had NO clue where the backsplash was going in the first place. As such, it was installed incorrectly and he ended up cutting the glass tile around a window opening so it looked very jagged. We were told by Bisbee’s that glass tile should only be cut as a last resort as it pulls off the colored backing on the tiles. The installer was also extremely unprofessional, requesting that my husband text him where the tile should be installed, complaining about how he was now delayed for other projects that day and giving unsolicited negative opinions on our tile and grout color choices. We knew the install wasn’t going as planned from the get-go and called our contact at the store several times that day to relay our concerns. I wish they would have sent someone out to double-check or told the installers to stop working instead of just reassuring us that it was being installed correctly. They could have saved themselves (and us) a lot of extra work had they listened to our concerns. David came out to look at the work and agreed it wasn’t done properly. He said he wanted to make it right so they’d have a different installer come out to tear out and reinstall the tile. Unfortunately, we had very different ideas on what “making it right” means. He said they would contact installers and be in touch. The next week I contacted the store to follow up and was told they still hadn’t heard back from installers, but they should know something in a few days. After those days passed, I called the store again and was told it would be a few more days before they knew. This went on a few more times. They never followed up with me. I was always the one calling for updates. Finally a whole MONTH after it was initially installed, they asked if the original installer could come back to fix the work. We agreed to that with the stipulation that David from Bisbee’s would be present while the re-work was being done. The morning of tear out/install came and David from Bisbee’s was nowhere to be found. I called the store when they opened and was told he was on his way. When I mentioned the installers had already been at our house for 1.5 hours, I was told they weren’t aware they were coming so early. Bisbee’s set up the install time and I have emails confirming that so I’m not sure why they were surprised that work was being done at that time. He finally arrived after all the tile was installed and, obviously, after we already had to explain how we wanted the work done. We aren’t tile experts (which is why we hired Bisbee’s in the first place) so David should have been there to manage the project like we agreed. Unfortunately, the lack of professionalism on the installers’ part continued and my husband overheard them talking behind my back and mocking me after I had instructed them on what needed to be corrected. We shouldn’t be disrespected like that in our own home and we shouldn't have had to deal with the installers in the first place. That's the whole reason David was supposed to oversee the tear out/re-install. They had to come back the following Monday to grout the tile (even though we were originally told it would be done later on the install day). They told us it would take 2 hours. Instead, they ended up running out of grout and were at our house for 4.5 hours (with 2 guys working). The backsplash does look great now but getting to that point was a painful process. Overall, customer service was AWFUL! I would not recommend them to anyone, which is unfortunate because we really liked working with them until it came to install time. They did end up giving us a credit (much less than what we requested) but that didn't even cover my husband's extra 1.5 days off work to stay home and babysit the installers, let alone compensate us for all the trouble. If anything goes wrong, it’s clear from our experience that Bisbee's lacks follow-through and will only reach a resolution on their own time. They certainly did not go out of their way to make it right.