Ogden's Flooring & Design

We purchased over $7000 in laminate flooring. Our salesman Tyler promised that they would move our furniture and appliances and that the install would take 4 days. On day 1 of our install an elderly gentleman showed up and started slowly removing our hardwood floor. Midway through the day his son arrived and helped. On day 2 the pair came back and in the late afternoon the actual installer showed up. It turns out he was stuck out of town so he just sent his dad and brother to start the tear out, with full knowledge that this would delay the install and make our kitchen and great room unusable for a longer time. The afternoon he arrived he put down 6 rows of laminate and called it a day. Upon our arrival home we found one of the boards was obviously defective and we marked it with a note saying that it needed to be replaced. On day 3 my wife came home in the afternoon to find the installer sitting on the floor doing nothing. Absolutely nothing had been done all day. The installer explained to her that the laminate flooring that we had purchased was an awful product and that we should never have bought it and he said that our prior hardwood was much better. He said that he refused to move any furniture or appliances. He also said that he refused to put laminate on my stairs (we had paid over $2000 to have this done). He suggested that we leave our house completely torn up and order a different product and have it installed in 3 weeks. With my wife in tears we tried to get in touch with the store owner, Chase. We were told he was at the store, so we start to drive over. Just before we arrived the store called saying that he left without waiting for us. So we asked to speak with him on the phone. The salesman on the phone told us no. After I explained the situation and yelled quite a lot, Chase eventually called us back that night. In the interim our installer called us and told us that we didn't understand him and that the laminate we purchased was good and that it he could definitely do the stairs, but that it would look bad. Finally Chase called us, he explained that Tyler had promised us things that he shouldn't have and that our installer was a very opinionated liar who should learn to keep his mouth shut. As the owner, Chase never once took any level of responsibility for the issues and he just bad mouthed his employees/contractors. He did say that he would "make it right." This meant that the installation team was changed to 2 people who had other jobs and came intermittently over the next 2 weeks to finish the flooring. Although Chase acknowledged that they had promised to move our furniture and appliances, the new installers still refused to do it. As part of our remodel we purchased a new washer and dryer. We pushed off the delivery to assure that our flooring would be finished. However because of the above noted delays the new appliances were delivered the day prior to the flooring being done in the room, (per Ogden’s timing the flooring was supposed to be in for over a week prior to the scheduled delivery). So the washer and dryer were deliver hooked up and leveled. My wife and I then had to immediately unhook and move them, then the next day we had to move them back and re-install them. My install took 13 days, my kitchen was unusable for 6 days. We paid for removal and replacement of baseboards which apparently means that they will take down the baseboards causing them significant damage and then they will haphazardly put them back with large corner gaps, unneeded splices in the middle of runs, and severe damage that they attempted to repair with wood glue. I spent 5 hours with caulk, spackling and wood filler to make them passable. I spoke to Chase about the baseboards and he responded by saying “Uh huh.” In the end, Chase gave us a prepaid visa card that was equivalent to 1% of our purchase price, to make the issues “right”. My suggestions to Ogden’s are: better train your salespeople and installers so they are on the same page. Fulfill promises made to customers (even if the promises are not your standard practice). Take responsibility for issues rather than badmouthing employees, actually apologize for issues. If you offer baseboard removal/replacement make certain that you can do this in a satisfactory manner. If a delay happens, the answer is not to bring in part-time help and make to delay drag on even more, you should bring in as much help as possible to limit the delay going forward. If you do feel that a discount is the correct course of action to make things right, 1% of the purchase price is not sufficient. Overall, although my laminate does look nice, I can in no way recommend Ogden’s Flooring. Very poor customer service, delays, unfulfilled promises and poor treatment and results of my baseboards are the reasons. Sadly I will now be looking for a new flooring company as I am replacing the carpeting throughout the rest of my house.