CHINA RUGS & FLOORING

This company goes by a few names (Sun’s Carpet & Floors/JPD Carpet and Floors/China Rugs & Flooring) and I would recommend staying away from this company, they will do everything to avoid handling their warranties. I had worked with this company, at the end of 2019, to change out my flooring from hardwood and carpet to a luxury vinyl plank (LVP). To address the height differences between materials they had to install a layer of plywood before laying down the LVP. Within a month I had begun requesting warranty service and was consistently pushed back. When I was finally able to get them to come out (9 months after my initial requests) to inspect a large bump (the plywood laid down was uneven causing sections of the LVP to protrude leaving the surrounding areas of LVP no longer resting on the floor), John had said he would reach out to me next week to discuss further. After a week and no call, I had tried reaching out to them, for another 3 months, and my calls and texts were consistently ignored (I had actually been blocked by Joe). I tried discussing with the BBB, but this company is very good about responding to notices, and making proofless claims (see below), so no good came out of that. I have since hired another company to address the issue. The claim they made was that the issue was because the subfloor was uneven. I have lived in this property since it was built and there were no issues with unevenness. Even as they installed the plywood subfloor, there was never any mention of any issues or unevenness.

I was having a problem with noise control as I was hearing everything that was going on downstairs.  This was not an issue with my previous carpet & padding.  Also, the seam in the hallway started separating. 

On, 2/18/14, I called the sales person that sold me the carpet, and noted my concerns. He assured me that they installed 8lb padding and told me that I needed 10lb padding for noise control.  We discussed replacing the 8lb padding for 10lb.  He stated that I would have to pay for labor and the price difference for the padding but he was going to call the Office in Virginia to see what discount they can offer me.  He was also going to e-mail me the estimate the following day as the people in the Virginia Office had left for the day.  I did not hear from him the following day and I tried to reach him several times over the next few days but he did not return any of my calls. 

I was getting a horrible feeling that something was really wrong and that?s the reason for them not returning my calls.  I visited a local carpet installer and ask if they can inspect my carpet and recommend a fix for replacing the padding.  A representative came out on 2/22/14 and inspected my carpet installation.  He stated that the padding is only 6lb and he could not understand the reasoning behind placing the seams in heavily traffic areas. He also stated that I would also have to replace the carpet if I replace the padding.  The carpet I have is bonded carpet and cannot be re-stretched.    

That same day, I visited the store in Rockville and spoke with a gentleman.  He wrote down my complaint and stated that he was going to discuss it with my sales person.  I ask the gentleman for the manager's name and contact information and he stated that he did not have that information.  I ask him if it was posted in the store and he said no.   He also stated that I should continue to try to reach my sales person.  To date, I have not heard from my sales person. 

Update: April 7, 2014
The response from China Rugs & Flooring/Sun?s Carpet is full of inaccuracies that I do not care to address as they do not deal with the issues: (1) The seam in the hallway is coming apart. (2) The padding installed is of lesser density than what is stated on the contract. (3) Poor Customer Service. I have since hired a Certified Carpet Inspector certified by the following agencies: National Institute of Certified Flooring Inspectors (NICFI) World Flooring Covering Association (WFCA) Advanced Flooring Specialists (AFS) Institute of Inspection Cleaning & Restoration Certification (IICRC) The result of his inspection is stated below: (1) Seam: I did find by probing it with an awl that the last 1 inch of both ends of the seam was not properly adhered to the seam tape. The tapes adhesive was not melted to the back of the carpet, and those ends were fraying yarns. (2) Padding: I did pull a 2" section of cushion from the wall where a previous sample had been taken, and I feel it is in the 6-8lb range based solely on that small sample. I explained that it is difficult to determine the exact density of an installed cushion, especially of this type. Rebond is a composite of various densities of urethane foam and adhesives compressed to various heights and densities, and that likely it would require independent lab testing to determine the density of the cushion installed in her home. Testing Lab: The padding was sent to a testing facility and the result is stated below: Density: 7.2lbs Thickness: 0.438inch (3) Poor Customer Support: To date, my sales representative has not returned my phone calls; the owner has not replied to my e-mail and the individual at the Rockville store failed to provide me with the manager?s contact information.

We have purchased and had installed several floors from this company.  Solely on the basis of price and initial installation, this is a GREAT flooring store.  Their installation crews are top notch and do a quality job.
The problem, and the reason for my F rating under both responsiveness an professionalism, is that there is absolutely ZERO interest in or concern for the customer's satisfaction AFTER the sale and installation.  In 2007, I purchased solid oak flooring from China Rugs & Flooring for my newly expanded den.  The flooring I purchased was allegedly warranted against wear and various other problems for at least 15 or 20 years.  About 2 years ago, I noticed that the special, allegedly extremely hard, coating was dulling and showing signs of wear in the area used by my desk chair (a GOOD chair that sits on five double rollers).  I contacted the store for follow-up and, put simply, they were NOT interested and did NOT want to be bothered.  After a number of telephone calls, I was promised that someone from the flooring manufacture would contact me to examine the area.  No one ever showed up, no one ever called.
I also noticed that a few sections of the den solid oak flooring were SPLITTING and splintering.  After several phone calls, they finally sent a workman over to remove the defective sections and replace them from MY supply of extras.  Note that this is delicate work because the defective section(s) must be SAWED out without damaging adjacent planks.  The work and replacement went well, but I was charged a labor fee because the defect showed up more than a year after installation, but well within the warranty period!
After experiencing these issues and a similar one with carpeting in the master bedroom, we will NOT go back to this store. 
Bottom line: if you want excellent prices and installation, and do not care about after installation service, this is a great source for flooring.  IF you might like some concern for problems following purchase and installation, better go elsewhere.
BTW, we had a terrible experience with a wall-to-wall carpeting purchase from Home Depot MANY years ago.  The room was GROSSLY over-measured (the square footage of carpeting needed was grossly exaggerated).  After several phone calls, I
dragged the excess carpeting back to Home Depot and was given a refund of roughly $350 for that portion of the job.  CAVEAT EMPTOR!  Measure your room(s) yourself.  Understand that there will, of necessity, be over-estimation because chances are that the rolls of carpeting do not exactly fit any dimension of your space(s).  BUT, beware of very large overages.

My experience with them was average.  However, it was my fault that I didn’t follow up with them.  I decided that it wasn’t worth the effort.  Their work was not the best.  I should have told them to redo it but I didn’t.  The price was great but the work was average.  One of the runners wasn’t a straight cut.  In another runner the seeming wasn’t the greatest.  They were outstandingly good in dealing with us.  The other company that I had used before wanted to charge me about $500 for the work.  So I was looking out for someone cheap to do the job.  The quality of the salesperson was very good.  They were very helpful initially.

We needed a large area rug for our ceramic tile basement floor. We looked at Home Depot and Lowes, and decided to check out a few independent carpet stores. We went to China Rugs & Flooring in Rockville, MD. The salesperson suggested a piece of carpet that looked good and met our need. Since the carpet was 15 ft wide instead of 12 ft wide, we purchased the remaining 3 ft wide carpet as a runner. The price was good. The carpet and the runner were delivered to our house. The delivery person took time to bring them down to the basement (passing a narrow entrance), laid them down and vacumed them. Most other stores would only deliver the carpet inside the front door; we would have difficulty to bring the large carpet down ourselves.