Russell Martin Carpet and Rugs

They have great sales people, and an excellent installation process. Living room, dining room, stairs, 3-bedrooms - including closets, one a walk-in. This work was performed in November of 2023, having them back again next month in May of 2025, to do 2 more bedrooms.

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We sincerely do not like giving this company bad reviews but we want to inform diabled people and senior citizens the problems we had. My husband, a senior citizen, delivered our area rug to Russell Martin for cleaning. We are long-time repeat customers. Our entire home's carpeted areas have Russell Martin's carpet; we thought very highly of the now retired owners. A week after my elderly husband delivered our area rug to Russell Martin's store, he sustained a back injury. When the rug was ready for pick up, I called and asked employee, Kate, if someone in the store could help my husband load the rug into his SUV. Kate's disprespectful, rude, comments were unbelievable! She loudly, aggressively commented on her recent surgery and stated that "NO she was not going to jeopardize her health by carrying out a rug!" She implied that we were cheap in bringing in the carpet to save money! When I asked her if there was someone else in the store that could help my husband, she replied, "No, there was no one else that could help then she rudely yelled at me ... "do you want me to hire cabana boys?!" OK, with those remarks I was speechless ...when I found my voice, I politely stated that my husband was ill and I found her comments to be extremely unprofessional and rude ... and then ... she hung up on me! I did call back and got another employee (not Kate) on the phone and I asked to speak to the owner or to the manager. The reply was that there was "no one from management there." I explained about the rude earlier phone call and the new lady (in my upset I did not catch her name) apologized. When my husband did go that afternoon to pick up the rug, 2 kind ladies did carry to his car. We were told that there is no one in the store to help load the customer's cars with area rugs ...... From our perspective: There are plenty of other carpet stores in a 20 mile area; we will go to one of them. PS. Even after telling the other employee how I was treated, I never received an apology for Kate's rudeness and cruelty.

Both times the wall-to-wall carpet cleaning was done quickly and efficiently with no mess. The results were perfect, Same for the the area rugs/carpets they cleaned in their pant. Upon delivering the cleaned rugs they placed them on the floors for me (three were rather large so that was especially appreciated). This year I only had the wall-to-wall carpeting cleaned (stairway, 3 bedrooms, short hallway -- $90), as the area rugs still looked great. However one rug in the basement smelled bad and had evidence of cat urine stains on the underside. They said cleaning would make it look better but the urine odor would never completely disappear and would only attract the cat again. They recommended that I discard it, which I did.

We're pleased with them. We get the same guy each time. He's very professional. We bought the carpet there. We've only had one particular guy do it.

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Dropped off rug.  Russell Martin Carpet and Rugs cleaned rug in  3 days.  They rolled rug and wrapped it in plastic.  Service was performed on time.

The scheduling woman was very friendly and nice.  Asked me questions about what I needed and explained to me the most economical way to accomplish this.  She was able to schedule a technician within a few days.  The technician, Ernie, arrived right on time and took each and every stain out in no time at all.  Even a horrible stain that had been in my basement carpet for several years that had never come out completely from other cleaners.  Now I can't even tell where the stain used to be!  We couldn't be happier.

Based on my description of the room, they provided good suggestions for color, type and patterns in the carpet when I shopped at their store (and provided samples to bring home).  When they came to my house to measure for the carpet and provide the quote they arrived at the scheduled time and completed the measuring quickly (5-10 minutes).  For the installation they arrived on schedule and completed the work in about 3 hours.  They did a good job keeping my house clean (they vacuumed after removing the old carpeting and again when they finished installing the new carpeting).
Everyone I dealt with was friendly and helpful.  There was no pressure to buy or make a decision quickly.  I probably spent a little more than I would have with a big name carpeting store but I prefer dealing with a smaller family owned business and the people I worked with will still be there in a few years if I have any questions or concerns.

They were able to remove the stain and so the carpet was saved!!! Very friendly, professional service.

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