Kelly's Carpet & Furniture

I dealt with the Lincoln store and am not sure I would contract with them for more flooring services. The majority of my review has to do with the sales staff, not the installers. I had to call to find out when the installers would be at my home. I was told that it would be between 8:30 a.m. and 9:30 a.m. on the scheduled day. Maybe I am nitpicking, but I would have thought that someone would have called me with this information. This happened on both days (one day was for tile and the other for carpet). On the scheduled day for the tile installer I had to call them again at 10:30 a.m., as the installer was not there. I was told that there was miscommunication and he would not be there until 1:30 p.m. or 2 p.m. There were no apologies from Kelly's Carpet during this phone call. I was not at all pleased. First, I had called on Saturday for my time on Monday for the install. Not sure how their system works, but I would have thought that this call would have alerted them to make sure a tile installer was assigned. Then I had to call again when it was long past the time. I don't understand why I had to be the one calling. A phone call from Kelly's Carpet alerting me of the situation would have gone a long way in Customer Service. I had scheduled a day off for this installation. I missed a half a day of work/pay for nothing and I had to re-arrange the my work schedule for the another day, so that I was there for the installer to finish the job. Had he been there at the assigned time on Wednesday, there would not have been a need for me to re-arrange my schedule for Friday, as he would have finished the job on the second day. The first apology I received was today, when they called for payment. When I said that I was unhappy with how things went and that I had not received any kind of apology, the person I was working with said that she was going to apologize, but now it would sound (I believe she said) unreal. She took responsibility for the miscommunication, which I appreciated, but she did not sound sincere. I would have liked to have felt heard and valued as a customer. I was inconvenienced, through no fault of my own. And to add insult to injury, the tile installer did a bit more work so Kelly's Carpet charged me $200 more. The installers were professional. I wish I felt the same way about the sales staff.

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