DON'S FLOOR GALLERY

They sent out an inexperienced installer. He mixed up the grout in a brand new sink and scratched it up. Their work was extremely sloppy. I eventually got Don out to look at it and he was reluctant to replace the sink even though his guy admitted he messed it up. They eventually replaced the sink and fixed the ****** job they did, but Don drug his feet the whole way. Steer clear of this place.

We were very pleased with the quality of the Shaw products that were installed. The entire initial process of selecting the flooring was great. We received good advice from the sales rep on flooring options as well as the transition from room to room of the two floorings. We took those suggestions and the floors look great.

We did however have some issues when it came to install. We were told it would be 3-4 days. Assuming nothing out of their control would happen, we planned on 3-4 days, possibly 5 if there was an issue with our cement slab. There was miscommunication between the store and their contractors resulting in them showing up one day early. Because of this I had to leave work to go to our house and let them in. We were not prepared for them to start but they were kind enough to move our appliances for us. More miscommunication occurred over a 7 day period (not 3-4) due to contractors not being scheduled when we were told they would arrive and requiring more time off work. Much of it seemed to be miscommunication with what Don's told the contractor and what Don's told us. Our interactions with the contractors were very pleasant. Don himself had to come to our home at one point and didn't seem apologetic but it is what it is and we've chosen not to continue business with them because of it. We also had one issue with the contractor chipping several tiles while cleaning the grout. I think this was one worker in particular and the owner (James) came to our home to resolve the issue. The other workers had high quality work.

Overall we love our floors. We weren't happy with how Don's (Don and the sales rep) handled the scheduling, delays, etc. and do not plan to do business with them in the future. We had hoped for an honest apology accepting responsibility. We did ask for some money back due to the extended time off work and hassle which they granted but when asked we were treated very rudely for asking.

unknown

unknown

unknown

I had never done any remodeling or purchased flooring before and had a big project lined out, including new countertops, backsplash, sinks, and flooring.  I anxiously awaited turning 59 1/2 so I could draw the money from my annuity.  Don's Flooring (and the rep Ronnie Wilkerson in particular) were referred to me by Bear Service Co. who has done a number of small jobs for me. Otherwise I would not have gone all the way to Edmond since I life in south OKC.  
My initial dealings with this store, I thought, were very positive and the sales rep, Ronnie, seemed very nice.   When my sis and I first went to the store to look at flooring (wood, tile and carpet), the first thing we told Ronnie was that I wanted a carpet that was track resistant.  That was my top priority.  I had already talked with him about that when he came to my house to measure.  I asked about berber since I knew that was a track free carpet.  He totally dissuaded me from that and another type of carpet telling me they were going out of style.   He knew I had animals in the house and we looked at carpets that had stain protection.  He brought out small samples of several carpets and we looked at some rolls in the warehouse area.  Over several visits we picked out a carpet, wood and tile.  He gave me samples of the wood and tile to take home, only after several visits, but never offered a larger carpet sample.
The install went as scheduled and the workers took over my house for about 3 days.  Once everything was completed I immediately saw that my carpet was not at all what I had told Ronnie I wanted.  In fact, it shows tracks worse than any carpet I've ever had!  Also, when I tried to vacuum it with my fairly new Dyson, I could barely get the thing to push across it.  I was horrified thinking, I can't afford to get a new vacuum cleaner!  I called Ronnie and he quickly told me he knew that was a problem with Dyson and the new thicker fibered carpets.  I told him I wish I would have known that when looking at carpets.  I didn't say anything however, about the carpet not being track resistant.  After much research and talking with Dyson, I did get that problem resolved successfully.  But now I just started living with a carpet I was very unhappy with.  
I struggled for some time with whether to contact Ronnie but I figured I was probably just stuck with it.  Finally after 2 months, I talked with Bear Service Co. about it, since they had referred me to see what Linda thought I should do.  She said she would contact Ronnie, which she did, and told me he would get in touch with me.  After not hearing from him for more than a month I called the store and spoke with Don, the owner.  I told him about the whole experience of picking out the carpet, telling Ronnie what I wanted, and especially the fact he did not give me any samples to bring home and had dissuaded me from types of carpet I knew were track resistant.  He said he would look into it, talk with Ronnie and get back with me.  After several days to a week I didn't hear back so I called again.  He said he would come and look at the carpet, which he did.  He came in, sat on the floor in the living room to look at the carpet.  I told him how this was a once in a lifetime project for me to do all this remodeling and how I drew money out of my annuity to pay for it.  He proceeded to tell me how they don't really make that much profit, after overhead, etc., (which is not my concern!)  He said the carpet I had was a good carpet and looked how it was supposed to look.  He said he had checked with the manufacturer and it had a 45 day satisfaction guarantee if I wasn't happy and I would only pay the labor to replace it.  That REALLY made me that much more upset since NO ONE TOLD ME THAT!  I said I would have told them within the first week if I had known!  He just looked at me like I was out of luck.  I asked me if he would work with me....he said "Well, I'm not going to give you free carpet".  NO KIDDING!  But he said he wanted his customers to be happy and he would work with me.  He said he would have Ronnie bring by some samples.  After days turned to weeks and several phone calls, I realized I was being ignored.  I talked with Don and told him I felt like they were hoping I would go away.  His response was "I'll get right on it"!  That was it.  So I gave him almost a week and didn't hear anything.  I called back, got his voice mail and very tactfully told him that I was going to give him until the end of last week to be a man of his word and do what he said he would do before I turned to Angie's List, the BBB and social media.  I told him I realized I had purchased this carpet and had it for a little while.  If he knew he wasn't going to do anything he should have just told me that from the beginning instead of stringing me along and treating me very unkindly.  Of course I never heard a word.  What a horrible way to do business and treat customers.  I can't believe a businessman would be so callous and treat customers so terribly.  And he doesn't seem to care at all whether I give his business a terrible review.

Once the decision was made on which carpet(s), the process was painless. As it was a big job and a large expense for us, selecting the carpet for the rooms was a big angst-ridden decision but made easier by the sales associate we worked with, Ronnie Wilkerson, whose product knowledge, professionalism, and endless patience guided us through it. Ronnie and his support crew were generous with time and carpet samples. He was accessible to me via cell phone and text when I had questions. He was just great to work with and I would recommend him with no reservations. They were able to schedule the installation within 2 weeks during a very busy summer. On the day, a crew of three arrived promptly and were polite and delightful with the hard chore of moving the heavy furniture to begin their work. The crew chief, Randy, was very precise and determined to make the perfect pattern match for the seams (he was fantastic...I can't see the seams...and the carpet was a complicated pattern to match). The team worked methodically and diligently for most of the day. Furniture was replaced after a thorough pickup/vacuuming. When they left, I felt like I had a new house. As someone who suffers from chronic buyer's remorse after every large expenditure, I can honestly say there was none in this case. It was worth every cent and the experience was smooth and positive. I highly recommend this team of professionals. We will call them again for the next flooring job.

.

unknown