Abbey Carpet & Floor

I had a terrible experience. My contractor ordered the flooring through Abbey of Prince Frederick. We took samples home and looked at the installed flooring photos on the webpage and even bought 2 boxes in advance to lay out and make sure we loved it and we did! So we purchased $15,000 worth of the flooring for our basement. But when the flooring came in, I noticed many large black knots and color variations that were not there on the samples, on the website photos or on the 2 boxes we ordered in advance. I was very convinced the flooring may have been mislabeled somehow. I called and messaged Abbey flooring for 2 days with no response. Finally, the rep who sold us the floors messaged me back that she will not deal with me & to speak to my installer. I asked the rep to please call me and she refused and continued to screen my calls. This was unacceptable as I had already paid in full. I had major anxiety during the time period she refused to take my call which was extremely upsetting and overwhelming. I was out of state so I had to drive 3 hours home to the flooring store because she refused my calls. When I got there I demanded that she not ignore me and to help me. My husband and I work very hard and saved for years for this project which she treated like it was nothing. The photos speak for themselves, the amount of variation is surprising and a good flooring company would have tried to help the customer and advocate for them. She refused to speak to me and asked me to leave the store immediately as another customer could hear me pleading with her to do the right thing. So of course when I was asked to leave, I left. I ended up having to do her job and go straight to the floor manufacturer to speak to upper management to try and find someone, anyone who would help me. The stress from this ordeal has been immense. I lost sleep, I spent hours upon hours researching, calling numbers for manufacturers and trying to find a person willing to help. After the big ordeal, I even decided to be a better person and to message the representative. I apologized for my demeanor, being angry (although that came from being ignored and having to drive 3 hours to the store for her to acknowledge me), and I asked her to please work with me amicably to reach a solution that would be agreeable to all. I asked her to let cooler heads prevail and try to work this out for a win-win situation. She once again ignored my attempt to extend an olive branch and try to reach mutual respect & she failed to respond to me in any way. I would NEVER recommend anyone to put their trust, their funds and their business with this company. Please do yourself and your family a favor and don’t get involved with this company . I’ve heard that they have done good business for people in the past and that’s fine and good when everything goes well and a company does a good job. But what truly matters is when things go wrong, how they manage to handle those situations. In this case, they handled everything really poorly and rather than try to work with a customer so that everybody can be happy and satisfied at the end of the day, they would rather draw a line in the sand, take a hard stance and lose a customer for life. I tried very hard to tell myself that this manager may be having personal issues or things outside of work which caused her to treat us this way, but even when I went back to try and work towards a good outcome, she refused. I think it’s important for people to know that this is what will happen if something goes wrong, if they try to get answers, and if they get upset and angry that they are being ignored. We will now be purchasing the flooring for the remainder of our home through another flooring company locally who has an outstanding reputation for customer service and was very sympathetic to what we have been through with Abbey Flooring. The first photo is the website photo of the flooring. The second photo are 2 boxes we purchased in advance and laid out to ensure minimal knots or dark spots. The third picture is the flooring that we received.

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