Coles Fine Flooring — San Diego
About us
COLES IS YOUR PREMIER CARPET, FLOORING AND KITCHEN & BATH REMODELING DESTINATION and services all of San Diego County. Coles offers the largest in-stock selection of quality flooring in San Diego and is family owned and operated since 1947. You will get professional advice from our Designers, all qualified Flooring Specialists. Our installation craftsmen are highly trained and experienced so you know that your floor is installed by a reliable, highly skilled craftsmen and is backed by a company committed to customer service. Coles is also a complete Design Build firm and offers Free Design consultations for our Kitchen and Bath Design and Remodeling department. Additional DBAs - Coles Carpets, Coles of La Jolla Inc.
Business highlights
Services we offer
Coles offers a huge selection of Quality Carpet, Hardwood, Laminate, Luxury Vinyl and Area Rugs with professional premium installation. Coles also offers free design consultations for Kitchen and Bath Remodeling and is a complete Design Build firm. Your project will be handled from concept to completion with the same expertise you've come to expect since 1947. You can also find a full selection of floor care products and Miele vacuums to protect your flooring investment., Tile & Stone
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 79% | ||
| 14% | ||
| 3% | ||
| 0% | ||
| 3% |
"We are so happy to hear about your great experience with Maryann. We pride ourselves in providing an excellent selection of quality products and our professional designers are here to help. Thank you for sharing!"
"We are disappointed to see that you were not satisfied with some level of our service. We are very interested in uncovering what you were not happy with and if there is anything we can do to make up for it. Please call Lauren Coles, our sales manager, directly at 619-810-4459 so we can work to earn your trust and your business. Thank you."
"We are so happy that Steve was able to help you navigate your way through such a large project. Our Kitchen and Bath Design Center is a one stop shop where our professional design, installation and remodel team will handle every aspect of the process, which helps cut out a lot of the organization stress and hassle for you of coordinating multiple contractors. Thank you for sharing!"
"We are glad that we exceeded your expectation and were able to serve you in the way you deserve. Our designers work hard to make every project as easy as possible for our clients. Thank you for taking the time to comment"
"We are so happy to hear you were so satisfied with the services we provided. Thank you for your review!"
"We are so happy that David and the rest of the Coles team were able to guide you through this process from beginning to end and give you a result you are so happy with. Thank you for sharing!"
"We are so glad that Robert was able to guide you through the entire process from selection to installation and give you an end result you love. Thank you for sharing!"
"Our professional designers consistently strive to provide impeccable service and we are so happy that Fariba was able to help you get your project done on your schedule. Thank you for sharing!"
"We are so glad to hear how happy you are with your new floors! Thank you for sharing!"
"We are so happy to hear that Gina was able to give you the kind of impeccable service our professional designers strive to provide to every customer who comes through our doors. Thank you for sharing!"
"We are so glad that Dave was able to give you the kind of quality customer service you can expect from Coles. Thank you for sharing!"
"We are so happy to hear that Frank was able to deliver the kind of impeccable service Coles has built a reputation for over the last 70 years! Thank you for sharing!"
"We are so glad that we were able to provide the kind of impeccable service you deserve and get your project done in a timely manner. Thank you so much for sharing your experience!"
"We are so happy that you had such a great experience with Coles! Our professional designers pride themselves in the impeccable service and quality products we have been providing for 70 years. Thank you for sharing!"
"Thank you for your review!"
"We are so happy to hear how smooth your project went! We know how stressful big renovation projects can easily become, and the Coles Team strives to eliminate as much of the worry from each project as possible. Thank you for sharing, enjoy your new kitchen floors!"
Installed tile in a small 5x6' entry & 6x7' bathroom. The 2 installers were polite & professional and did a very good job cutting & installing tile and grouting. Final tiling looks very nice. Process was messier than expected and despite my protecting carpet with plastic & towels, things got wet & dirty and some grout left on carpet. I had to hose off things outside covered with mortar powder. I suggest workers use tarps and plastic, and bucket within a bucket to minimize mess and splash. Language barrier made in-person communication almost impossible. Fortunately I had sent an email summary of what I wanted which my installer understood. Encountered a minor issue when my plumber went to install a new toilet. I called Coles explaining I had someone on the clock and the tile fix would take 5 minutes. My original guy came within a couple hours and quickly resolved.
Coles seemed disorganized for a large company and response times were sometimes slow. Several times I was given incorrect or confusing information. When I called to confirm tile was in so I could pick up early to plan layout ? was initially told some was in but when I asked what was missing, she checked and then said none of my products were in. Someone else finally verified tile was in. Saturday shortly before closing I received a voice mail confirming installation the next day (Sunday). When I called back to make sure she meant Monday, the person wasn?t available and someone else couldn?t even find me on the schedule (booked a month in advance).
Need to upgrade computer system. On every communication over phone or at store the computer was slow or down ? told that?s the norm.
Minor ? Inconsistency: The display names on some tiles were different than what computer said and different again than on my boxes. Confusing when I went back to store months after initial browsing - took awhile to find my first choice tile and never could find my 2nd choice one based on names.
Contract process was used-car style. The emailed version for e-sig just gave a lump sum $ amount. I requested an itemized one like the estimate ? couldn?t do. I wasn?t willing to sign a lump-sum contract since several of the estimated amounts wouldn?t be determined until work began. So I hired someone to do the prep work which left only installation (fixed) plus materials and then went to store to sign. My associate had transferred to another store so someone substituted. Although nice he waved off any questions wanting me to just sign. I was asked to sign a document saying I had been given 8 documents when I hadn?t received any of them. I requested the missing docs especially the warranty one and was told they were on the website. I asked if someone could print the key ones for me and was told to do it myself. Seriously?! Very unprofessional.
Overall I?m happy with the final product result and would probably use Coles again but would be a little less accommodating, and take extra steps to contain mess. If the above comments were addressed, Coles could be very good.
"We are pleased that you are happy with the result of the installation, but disappointed that you did not have a more satisfactory experience. We strive to make every sale smooth and easy for our clients, but it sounds like we fell short on some of the details of the transaction. We would appreciate the opportunity to hear from you if there is anything we can do to improve your impression of Coles. Please call our General Manager, Liz Hyma at her direct # 619-810-4459. Thank you for taking the time to bring these issues to our attention. We will look at these procedures to be sure we are providing the highest level of customer service."
In September of 2014 I purchased wall to wall Stainmaster Carpet from Coles Fine Flooring in San Diego, CA.
When picking out the carpet I explained to the salesperson that I had a dog and needed a carpet that could be easily cleaned if accidents occurred. Stainmaster was the recommended product. I purchased premier Stainmaster carpet with a "lifetime warranty" against pet stains and in addition an "Ultralife" warranty from Coles.
It was extremely upsetting to find that when cleaning the carpet with the product provided by Coles that the stains were difficult to remove and in several areas the color came out of the carpet. On June 11, 2015 I had the carpet professionally cleaned by Twins Pro Cleaners a company recommended by Coles. The technician could not explain the loss of color.
I contacted Coles customer service on July 22, 2015. A service rep came to my home and took pictures of the affected areas but said that I would have to contact Stainmaster myself about the problem. I contacted the parent company of Stainmaster on July 30, 2015 and provided all the requested documentation as well as additional pictures and a carpet sample.
After several calls and emails, I received a call from Stainmaster customer service on Oct. 26, 2015 stating that Stainmaster would replace the carpet in the affected areas but not the adjoining rooms where the same inferior carpet was installed leaving me with mismatched carpet. I contacted Ms. Gonzales at Coles customer service and she said that Coles would replace the carpet in the adjoining rooms but that I would have to pay $2,295 for the installation. When I did not agree to this Ms. Gonzales accused me of damaging the carpet. I could not believe this inexcusable response from a "customer service representative".
On page 5 of the Stainmaster warranty under "Replacement of Wall-to-Wall Carpet" it states:
"If replacement is necessary, the limited warranty covers the removal and disposal of the original carpet and the cost and installation of the comparable replacement."
I forwarded this information to Ms. Gonzales in an email on Nov. 23, 2015 and never received a response.
On Nov. 30, 2015 and Jan. 11, 2016 I sent certified letters to Mr. Steve Coles, President of Coles Fine Flooring explaining the ongoing issues. As of this date I have not even been given the courtesy of a reply.
In good faith I paid $12,297.26 for first quality carpet at Coles and abided by the rules of the warranty. The product I received is not first quality. It is not colorfast.
I have already paid for carpet installation and the idea of having to go through the incredible inconvenience of another installation is overwhelming. There is no way that this reinstallation due to being sold an inferior product can be considered my financial responsibility.
This has been a terribly upsetting experience. I believed Coles advertising and thought it was a reputable company. I was so wrong.
"We are so glad you are happy with your new carpet! Thank you for taking time to leave a review!"
"We are so glad to hear that you are and have been happy with the services we have provided you over the years. Thank you for your kind words and your repeat business!"
"We are glad to hear you were happy with your recent experience at Coles. Thank you for taking time to leave a review!"
They are not in standards according to the Standards, Tests and Guidelines found in the
Carpet Claims Manual, CRI 105, Inspection of Textile Floorcovering, IICRC S001,
and the Carpet Inspector?s Hand book. They violated section 7.3, 7.4 and 7.7
Inspector Observations:
A close
physical inspection was performed of the carpet in question. The carpet is a nylon looped pile. Pulled loops are clearly seen along the seams
that run the length of the rooms at random intervals and along the edge where
it butts up to the stone tile in the living room, the two bedrooms, master
bedroom vanity area and the master closest.
The living room seam is in the traffic pattern; in the bedrooms, the
seams are not in the traffic pattern. The
seams are approximately 15? from the wall in each of the two bedrooms. The pulled loops are confined to the edges of
the seams and the edges of the carpet where it butts up to the stone tile. There are no pulled tufts in the field. An ultra-violet light was used to detect the
presence of seam sealer in the seams as well as opening up a partial seam to
reveal sealing of the edges - none was found.
I checked for latex around the edge where it butts up to the stone tile
- a small amount of latex was found at random intervals of 2-3 feet - this is
enough to tack the carpet down, but not enough to confine the edges from
unraveling, especially for looped pile carpet.
A random tuft bind test was performed in the field, as well as checking
for the presence of urine, moisture and or detergents or solvents in the
affected areas using an ultraviolet light, ph meter and a moisture meter. The test results were negative. The vacuum cleaner was checked for burrs in
the brush bar (which can cut or snag carpet) but this also proved to be
negative. Pulled loops can be a common
occurrence where footwear such as high heeled shoes snag the carpet and thus
creates a pulling force greater than limitations of the carpet. When this does
happen, pulled loops normally exist in the trafficked areas, not just to seams.
Improper use of maintenance equipment
and or chemicals can also contribute to pulled loops.
Industry Standards:
Conditions
or appearances such as these can be caused by manufacturing, installation or
maintenance. The Standards, Tests and Guidelines for these can be found in the
Carpet Claims Manual, CRI 105, Inspection of Textile Floorcovering, IICRC S001,
and the Carpet Inspector?s Hand book.
Conclusion:
Based on my
close physical inspection, I have ruled out manufacturing, excessive foot
traffic and or improper maintenance.
This is an installation related problem.
"We are so glad to hear that you are happy with your new carpet and installation. Thank you for taking time to leave a review!"
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