Rite Rug

Do not go with RR! The installers scratched the crap out of my brand new fridge, and they won't fix it. They claim the installer photo shows no scratching, while the inspector who came after we complained has a picture with clear scratches. They are implying we somehow did the scratches ourselves, even though I have time stamped photos from minutes after the installers left when I found the problem. The photo they are using is a blurred, zoomed in, pixellated photo with a calendar covering most of it--of course you don't see anything. They are crooks that won't rectify an easily fixable situation because they know we have no recourse for this. We read absolutely horrible reviews about them but still decided it was worth the price we paid for the floors. Never again. Go with another company who will make good on any mistakes they make. Absolutely horrendous customer service reps who have no sympathy for consumers who save a lot for these big purchases just to get screwed in the end.

Everything looked good for a year and then floor started breaking at the seams. Sorry 1 year warranty but if you want them to look at it to make repairs it will cost $80 just to come out, charge for the repairs IF they decide it can be done. First you must sign a form stating you will not hold them liable for any work done and will not complain to any consumer agency now or in the future. RUN

Everything was great when we first showed up and scheduled everything. Unfortunately, after that is when when everything went downhill, as soon as they had our money. The communication there after was just horrible. We were ghosted by the salesman on installation day. We were told people would be there at eight or nine, they didn’t end up showing up until noon. Without calling. I called and asked where are they? I was told that the crew that was showing up was a huge crew and not to worry they would bust it out. Well, they showed up and it was two guys, not a HUGE crew and they busted it out all right, but without care and rushed through the whole job. We bought some of their nicest carpet $5/sqft, and the guys installing it were rushing so fast that they had to come back and fix multiple issues. Even after they came back and “Fixed it” I ended up having to go around and with a punch and had to hammer down staples that were sticking up that would poke your feet if you stood on the carpet. This is the best part, when they returned, the helper walked all across a mud pile out front, because our main waterline broke before the carpet was installed, and he walked on top of it, then into the house and onto the brand new carpet without taking his shoes off . I told the salesman I wanted all of the carpet edges up to my new tile I had installed, turned and tucked. He told us that was industry standard that obviously that would be done. They did not. They ran the carpet right up to the edge and just smashed it down with a knife and it ended up coming up in the bathroom and just didn’t look good at all. There was also a seam that you could stick your finger down in into our master bedroom. This was carpet that cost us $7k for roughly 1,200 sqft. Would not recommend Rite Rug to anyone. Only giving two stars because of the customer service rep that we worked with that you could tell really knew that this was a horrible installation job and you could tell that she felt bad, she was compassionate and apologized. She said she was going to send this case up to their main branch in Dayton, yet still no one has contacted us from the headquarters. You would think they would call you right away to maybe compensate you even a little bit for you having to fix your carpet and pound down staples so that your three-year-old doesn’t poke herself on our brand new $7000 carpet… There were quite a few other issues, but I think this is enough to prove my point that they did not take care of us

Excellence should be recognized. We just enjoyed a stellar installation job by Mario and his two associates with our new luxury vinyl plank flooring. Our house is one hundred years old, with all sorts of funky architectural oddities, twists and turns. These three gentlemen meticulously cut and trimmed around everything. They checked with us on a couple of minor points to be sure we were happy. And when they left, they cleaned everything up and reset our furniture. In short, it’s perfect. Rite Rug offers an excellent line of high-quality flooring options that we fell in love with. However, it’s the installer who makes or breaks the deal. They are the ones who come into the home. They leave the final impression with the customer. I wish I knew the names of Mario’s two helpers, but they worked as tirelessly as their leader. Just a professional job from start to finish. Leslie N

Very poor workmanship. 3 different areas the carpet is lose and 2 places the flooring has gaps in-between the carpet and vinyl, you can see the subfloor. I have called the salesman and customer service several times over the last 30 days. The salesman never returned my calls. Customer service keeps telling me someone will call.... but no one ever does!

I know people don't like to read long reviews so I'll be brief. The sub-contractors were great and did good work. The staff at Rite Rug were AWFUL. Unresponsive, unprofessional, misleading, ... and those are their good qualities. A regional manager finally took over management of our case and things got better. Please think twice before you use them.

Rite rug is a scam! We bought a hard wood floor 3.5 years ago and it’s destroyed. We said we had dogs and the salesman was like, NO PROBLEM. It’s a very hard wood. Now it is damaged so far down that it cannot be refinished. Rite rug and the manufacturer both say “oh that’s the wood, it’s very soft. This is a dog problem, you should never have bought this type”. They won’t fix it, won’t replace boards (even when I have some original wood left). They say they can’t help. Sorry. Since when is a company so corrupt, and out for a buck! I should have this floor for 50 years, not 3. And I have NO RECOURSE. Not sure at all what to do.

The Salesman was exceptional. He knows his products and spent a lot of time making sure we received the product we wanted and the install was on time.

unknown

It's a big chain. They're all over. They have several different outlets. I had questioned the thickness of the plywood that they were going to install on top of the sub floor. I have a galley kitchen. So there were like two different types of flooring that are going to meet each other in the doorway. The plywood underlayment should be a little bit thicker to match the wood floor. The salesman said, "No. No. We can just go with this thinner thickness." All said and done, the tile floor is a little bit lower than it should be because we went with a thinner one. I just took his word for it. But, it should be level with the adjacent flooring. I don't know whether he was just trying to keep the cost low or something but the floor is lower than it should be. It was not cheap. It looks great. It looks really nice and they did a nice job.

October 7, 2014
RITERUG Flooring 6685 Sawmill Road Dublin Oh. 43017
I have just received a bill from Rite Rug for a job that began on June 14,
2014 with a completed installment date promised by Mr. Brock
Buchanan, before July 4, 2014. The job order was for laminate flooring
and accessories to complete the finished look and protection of the
laminate installment. Two people began installing the
floor on July 2nd. They finished the laundry area and dining room but
ended up leaving with only half the front entrance foyer completed.
They told me they had to leave because the last box of flooring they
brought was damaged and unusable. During this conversation they made
it apparent the floor would not be finished by the 4th of July. They,
however, also assured me that I would get a call quickly once they
explained the situation to Rite Rug and I would receive a phone call to
schedule the completion of the job. When I didn?t get
the expected call by July 7th I decided to call the customer service
myself to inquire about the finish date. During that conversation I was
told that none had been scheduled. I then told the associate that the
floor was supposed to be done by the 4th and I expected it to be done by
the upcoming weekend but she was unsure if that could happen. I
received a phone call from her later that day and she said somebody
would be by on July 10th to finish the installation.
This time the installer arrived and found out that he didn't have enough molding or transitions
to complete the project. He finished the last half of the foyer and
used as much of the molding he had brought. But once again I was left
with a floor that should have taken 4 hours at most but thus far had
taken 8 days. Since the American Express bill was due on the 10th and I
still thought Rite Rug would finish the job I paid the bill. I
again waited for a phone call from Rite Rug to schedule the completion
of the work but it never came. Again I took the initiative and I called
on July 29 a full 19 days to find that it hadn't been scheduled at all.
This time the rep promised to call me the next day for a reschedule. When
I hadn?t received the call by August 1st 2014 I decided to call
American Express to do a charge back because the next American Express
bill was coming due, the floor was not complete, no one called to
schedule another date to complete the job and by now I was not so sure I
would ever hear back from Rite Rug. Quite frankly, I was also hoping
to get Rite Rug?s attention because up to this point I received none. I
had hoped they would finally have somebody contact me with an apology
and an appointment to complete the work. What Rite Rug did was then recharge my American Express card plus interest for payment of UNFINISHED work. It was then declined by American Express for a second time so Rite Rug then mailed an invoice for the PAST DUE balance including interest. Obviously, your accounting department takes their
job seriously.Sure wish your company would.

Rick was tremendous!  Took the time to answer all of our questions and explain the different benefits to the billion different types of carpet.

The carpet installation went very well.   My only gripe (a small one) is that they couldn't give me any indication or estimate as to when the installers would arrive.

The installers worked tirelessly until all the carpet (including two sets of stairs) was installed & cleaned up.

They even took our old carpet away for disposal!

unknown

At first, we thought the project was on track. The salesman, John Lowry, brought samples to our home, took measurements, and processed the large order.
     Then we were subjected to numerous delays, miscommunication, incorrect installation, mismatched baseboard, and work debris left in our garage by Rite Rug contractors and subcontractors.
     We placed the order on Sept. 18, 2013 and were required to pay in full: $7,708.65. John assured us we would have the project completed before we left on vacation Oct. 23. Well, it's Nov. 21, and now we've been told it will be early December before the project can be finished.
     Delays have been only part of the frustrating litany of problems.
     We asked for the tile to be installed in a diamond  pattern. Installation was done while we were not at home (we have allowed this with previous contractors and never had a problem). Big mistake this time. Rite Rug installed all of the tile in a square pattern. The salesman took responsibility for the mistake and agreed to have it all ripped out. That would have caused weeks of delay, and we really wanted this done before hosting a large Thanksgiving dinner. So, we decided not to force the issue and agreed to accept a $500 refund for that mistake. Well, we should have insisted on having it redone, I suppose, given that the work still will not be done before Thanksgiving.
     Several times during this project, we have dealt with numerous contractors and Rite Rug's incompetent installation center. Despite repeatedly giving them our cell phone numbers, the service center repeatedly left messages on our home land line, even when we made it clear we were out of town and needed to be contacted by cell. The service center made lots of promises about work being done, deadlines being met, and quality being reinforced. Those promises all fell by the wayside.
     Another problem: The floor installers spoke nearly no English, leading me to believe they are undocumented workers. I am considering notifying ICE immigration officials about this violation. The two Spanish-speaking men were polite, but it was difficult to communicate our wishes with them. If Rite Rug is going to use non-English speakers, a supervisor or project manager who speaks English should be assigned as a customer liaison.
     A different set of contractors installed the baseboard (a huge amount). Before starting the work, Rite Rug called to tell my wife that the baseboard was a bit wider/taller than the baseboard in other rooms on our first floor. She told them the height was fine, but said our biggest concern was that the stain match the woodwork around the various doors that would touch the new baseboard. Rite Rug assured her the color was fine. We were horrified to come home and find all of the new baseboard installed even though it clashed with our door frames. It was nothing close to the "Rustic Chestnut" stain on the work contract order.
     Another contractor arrived today. She's apparently someone hired by Rite Rug to solve big problems with stain and woodwork. I wish Rite Rug had hired her in the first place. She seems competent. But her company is not able to do the work until early December, so we don't know when this will be resolved properly.
        We've had a lot of contractors do work over the years, and we've never experienced such miscommunication, mistakes and poor customer service. We will advise our family and friends NOT to take their business to Rite Rug.

We went to the showroom to select a carpet.  We asked to take a single sample home to check the color and were told we had to bring it back the next day.  Since we wanted to get the job done quickly, this was fine.  However, I thought they could have offered to let us have it for a week.
Our salesman, Shawn, was ok.  I appreciated that he was not pushy, but did not like that he seemed irritated by some of my questions and gave responses like "well I've been doing this for 20 years so I know what's best" instead of explaining.  Later we found out that he had a family emergency so perhaps that explains why he was so unfriendly and unhelpful.
Our problems with the company were with their installation department.  Shawn had explained to us that we would need to have appointments on two separate days.  On the first visit they would cut the carpet to size and then they would take it to the shop to have the edges sewn before it could be installed on another day.  Having the installation on two separate days was extremely inconvenient since my husband and I both work outside the home, but we agreed to have it done that way.
On the day of the first installation (scheduled between noon-5pm), I received a phone call around 11:15am from a man saying that he was knocking on my door and no one answered.  I explained that I wasn't supposed to be home until noon, but would be home as soon as possible.  The man's response was very unprofessional.  When I got home by 11:35am, he came in and asked me what he was supposed to do.  I said that he was supposed to cut my carpet to size.  He didn't have the carpet with him so he just took measurements, which had been done previously.  I immediately called Shawn and left him a message asking what was going on, but it was not returned.
On the day of the second installation, I called the store when they opened to check that the installation was still happening.  This is when I was told that Shawn was out of the office for a while and that was why my call wasn't returned.  Another salesman checked the installation schedule for the day and finally (after me calling back several times) figured out that someone was supposed to come to my house.  A different man arrived with the carpet later that morning.  He unrolled it in my living room and told me it was the wrong size and that it was cut into 6 pieces when it should have been one long piece.  I told him that I thought the size (width) looked correct so he got out his measuring tape, which he had no idea how to work.  At that point I was very concerned (it seemed like this person had no idea how to install carpet), so I asked him to leave.  We called the company and talked to the manager who admitted that this person should never have been sent to my house.  I felt extremely uncomfortable after this.  While I wanted to cancel the order and get a refund, I was convinced to let them come out the following week with the assurance that they would send a more qualified person to install the carpet.
The person they sent was the man from the first day of installation.  He was again very rude to me, but did get the carpet installed.  (He also admitted that the person sent earlier was not qualified to install carpet.)  One issue that came up was that he installed it in the "waterfall" style without asking.  When I questioned him on this, he said that's what my salesman had written on the instructions, but I had never been asked whether I wanted "waterfall" or "hollywood" style.  (I had never heard of the difference before and only found out by asking why carpet looked different from what I was expecting.)
The carpet looks ok.  I wish they had done a nicer job hiding the end under the bottom stair and had cleaned up before they left.  
Overall, I would say my experience with this company was terrible.  I will never work with them again.  

They were on time, their clean-up was through and the job was done well.

We should not have had to go through the hassle of having to remind him, because he assured us several times that if we cancelled, our deposit would be automatically refunded within 14 days.We had to press them to get our money back. 

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The three person team that came to remove and install the carpet were polite and professional.  Only one seemed to speak good english, but there weren't any communications issues.  I was told it should take about 4-5 hours to complete the job.  At first I thought they were progressing quicker than I expected.  Then when I peeked out to see if they had completed removing the old padding and carpet, I saw they had most of the padding already installed.  However, they had not sealed the floor.  When I mentioned this the guy in charge said they forgot.  He said he didn't really see any staining, and he didn't think it was probably neccessary.  This was something I had paid extra for.  I asked if there was going to be a problem and he said no. 
So they pulled up the already installed padding, and started to "seal" the floor.  This meant they brought in a can of sealant, dipped a paint stir stick into it, drizzled it over the floor, and then brushed around with a straw boom.  Obviously not what I anticipated.  I asked what he was doing and he said applying the sealant.  I expressed concern that this would be effective in keeping the next pet from being able to smell oders from the old pet.  I told them what I expected, they went outside to contact their boss, and I called rite rug.  It took about an hour, but then everything was worked out, and they sealed floor as expected.
After this issue I was afraid there may be other "attitude" type issues, but they remained very professional.  They took great care while moving my furniture, and and getting the installation completed.  It did end up and take 8 hours, so I wasn't able to go into work as planned.  After the hiccup with the sealant, everything went perfectly.  The carpet turned out great.  So my only word of warning would be to make sure you watch and get what you pay for!

The carpet came in very quickly.  Once we were ready to have it installed, they came within the week.  The carpet looks pretty good, though you can see the seam.  I was disappointed that they dinged up my walls during the installation process.

I submitted a request for an in home sales appointment online, someone called me within about 24 hours. I was able to schedule with in two days which was great because I had created a tight timeline for myself.   Once I scheduled, the sales person called me within one day to get more info on the project and find out what to bring, and also followed up with a second call after leaving a message the first time, since he hadn't heard back from me yet. John spent about 45 minutes with me looking at the area talking about what I wanted and what I wanted.  He had samples with him that worked out to be just perfect!  The scheduled installation for the next business day after the order was processed (which was Thursday to Monday).  Carlos was very professional and curtious and they did a great job quickly.

From the beginning they didn’t get the order and I had to call them. The guy who sold us the product didn’t follow through. I was disappointed. When I called, they didn’t know what I was talking about. I left several messages. The job was alright. The person, who came to do the floor, did not speak English. It was difficult to communicate though the person was trying to be kind and sweet. I wouldn’t use them in the future.

It turned out fine. They did good work. Mostly we were looking for quality of the product. They had good quality and price on the product. They did good job. I would use them in the future.  

From beginning to end, this was the easiest and most transparent carpet purchase I have made in over thirty years.  I would definitely return to Rite Rug on Sawmill Boulevard and would work with Jim again.

They installers when they put the carpeting in were great, however when they came out to install the laminate they scratched it all up. When they moved the furniture they did not pick it up they just pushed it across the floor and scratched up the new laminate. It was not a pleasant experience. I felt that the price was fair. They have not responded to my calls about the scratches yet, so I have not been impressed with their responsiveness. They did come out on time for the installation, however they have not been back out since the installation. I would not use them again in the future. There was a problem getting the transitions. They could not install them when they were originally scheduled, when I called to find out they said that they were on back order. The day after that I called and complained, the young lady on the phone said that she would look into it and get back to me. I still have not heard back from them.