CARPET EXCHANGE

We made the mistake of choosing Carpet Exchange to replace old carpet and install vinyl plank flooring in a bathroom. Upon learning that my wife's 86-year-old mother's health was declining, and she would need to come live with us we felt it necessary to replace the carpet both for her and her cat and update the old, outdated linoleum in the bathroom. We spoke with Judy (if you deal with her, ask lots of questions about hidden fees!) and chose a carpet and vinyl plank flooring. She stated the carpet would take a week to arrive from the warehouse in Arizona and that I could pick up the vinyl plank in town at any time. The carpet installer arrived, one man, no help to carpet two bedrooms, a hallway, and a stairway. We asked and he told us he prefers to work alone as he makes more money that way. I admired his enthusiasm (not realizing the install would take 12 hours and three stairs would be left incomplete and several special surprises would be left for us for the future!) and purchased him lunch and dinner and removed all the doors to make the installation easier. To skip to the end, the roll of carpet was damaged upon arrival and three stairs were left uncarpeted for 10 days (though in fairness the installer covered the tack strips with little pieces of padding) and I later found the installer attempted to add a furniture moving fee of over a hundred dollars for helping me slide a queen mattress and move a small nightstand between rooms. When the second installer, Carlos, arrived (he was amazing, professional, and competent and I would highly recommend if he were contracted by any other business than Carpet Exchange!!), he put down new padding as our cats had found a new toy in tearing up the padding from the first install in the ten days they were given. Carlos pointed out that under each piece of padding a razor blade had been left. Now, I am left to wonder how many other razor blades are lying under our new carpet. While it is unlikely they would work their way up through it, I still consider it a possibility and wonder about the safety of whoever pulls up this carpet in 15-20 years. My big question is "Why?" What would be the point of leaving them there? So, the vinyl flooring crew shows up, 4 people to do a 5 x 5 bathroom as opposed to the one for carpet in half a house, and I ask if the old linoleum will be removed. I am told no, that is not standard for Carpet Exchange and would cost extra. I ask if I can return the cheap, unappealing threshold piece made from vinyl with no tack strip for the carpet and use the high-quality metal one I purchased with a tack strip and am told they use the cheap crappy one and glue it down and hint that if mine even can be used there will likely be a charge. The installer calls Judy the Shark. Let me pause to point out that when we initially met Judy, we explained that my wife would prefer to have vinyl plank in the upstairs hallway but considered it a safety issue with her mother's mobility issues but stated multiple times that someday she desired to remove that carpet (dodging all the razorblades) and install the vinyl plank we chose in the hallway. Having a layer of linoleum under the flooring in the bathroom would cause a height disparity necessitating removal and reinstallation of the flooring (completely aside from layovers in any realm of construction from roofs to floors being lazy and unprofessional and inevitably causing problems down the road). But no mention of this or any fees was made to my wife and I was, sadly, not involved in the conversation. So, after being informed of the $200 removal fee on top of the $300 installation fee for a 5 x 5 floor and the additional $175 "Carpet Tuck" fee that would then be necessary, I told Judy to cancel the install. It was after being informed of the $175 Calling-us-out-on-being-an-unprofessional-rip-off-company Fee that I hung up...

Terrible experience. The first appointment the installers brought the padding for my basement and forgot the carpeting. They came back the next day with carpeting; however, it was defective and had large very noticeable lines running through the carpet. Several weeks later they came back and replaced the portions of the carpet that were bad. Unfortunately, the color of the new and old carpet did not match and very noticeable seams were created between rolls. We are now on the 4th appointment (and 3 months later) to replace the entire basement and the installers did not bring enough carpet for the entire basement, so the drama continues.

We had a bad experience when we purchased carpet for a single room in our home late last year. There isn’t enough space available here to give all the details, but the highlights involve delivering the wrong carpet; leaving the room with a bare subfloor while the carpet was reordered; telling us the reordered carpet would arrive in a few days without actually verifying it with the suppler (in fact, it wouldn’t be available for 6 to 8 weeks); a store manager who provided poor customer service; and a final installation that should have looked better.

To be fair, this can’t be typical of Carpet Exchange. Also, a call to the corporate offices got me in contact with someone who helped get a temporary carpet installed with no charge.

Carpet Exchange was excellent, punctuality was great and the price was great. Everything was great.

When we had the hardwood installed it was awful. They used a saw inside the house in order to cut 400 square feet of hardwood and they put dents in our wall. They put a hole in one of our walls; one of the guys was backing up and they basically covered our house with sawdust. They did an awful job. We had ordered special edging and they did not come with it; they job who was in charge of the job left to go to a doctor's appointment which made the installation last a couple of hours longer. The hardwood installers were using our refrigerator and coffee maker which was still packed. I will not use them for hardwood floor installation in the future.

They were referred by our real estate agent. The carpet installation was straight A across the board. We had about 1,300 square feet of carpet to lie down; we bought the top end stuff and this job was excellent. The pricing was right on the other bids we got, so for the carpet they get all A's. I would recommend them for the carpet installation.

We were pleasantly surprised to learn that this company would install carpet in Summit County for a small extra charge. Everything was done as promised. We were very satisfied.

The sales person I worked with was very responsive and the crew arrived as scheduled. The only problem was they did not have the pad with them so that was sent out after they arrived. The crew was reluctant to use pieces of older carpet because they didn't want the job to be poorly done. A supervisor ok'd the work. I thought the price was very reasonable given the amount of time the crew spent piecing carpet together.

I purchased carpet from Ana at Carpet Exchange. I selected the carpet, but they couldn't locate the price, but by the time I arrived home, Ana had left a message with the price. I returned to the store with my sister to show her the carpet, but they couldn't locate the sample board. Ana called the next day to say that they had found it. I returned to the store to make the purchase, and Ana called while I was there to confirm that it was in stock. Finding out about when the installation would take place was a little confusing. Once the appointment was confirmed they showed up on time, and did a nice job of installing the carpet.

Marginal - Sale person was slow to coordinate installation and required prompting to follow through with installers. Installers were prompt, but expensive.