The Carpet House Design Center

I had an incredibly disappointing experience with The Carpet House. They recently installed flooring in my home, and not only did they damage several walls and ceilings during the installation, but the quality of the flooring work itself is far below industry standards. There are noticeable gaps and nail heads through the top of finished boards that make the job look rushed and unprofessional. To make matters worse, I’ve reached out multiple times to request repairs or at least a discussion about the damage—and I’ve been completely ignored. Blame us for the damages when the damages are the same color as the boxes of flooring which were cairing up the stairs like a bull in a china cabinet, no accountability, and certainly no customer service. It’s unacceptable that a company would cause damage to a customer's home and then refuse to take responsibility. I do not recommend this business to anyone looking for quality flooring or reliable service. Save yourself the hassle and go with a company that stands behind their work.

They do not stand behind what they sell and do not assist in rectifying problems. Picked out Shaw flooring per builder's direction, entire first floor and walkway around railing on second floor that leads to bedrooms (3,300 sq. ft. home) Had them at the home multiple times for cracked boards. Their only solution was to extend the warranty for a second year. Now 8 years later finish coats (stain and shine) is wearing. Manufacturer marketing material shows a 50 year warranty for finish, no exceptions. Contacted Shaw, they claim warranty is for 25 years, shine excluded. Was told normal wear is also not covered. So I used it normally but don't expect the gloss to last. Was also accused of possibly lying when I told them it was only cleaned with a damp fiber mop. Large retailer like that should advocate on behalf of their clients not their supplier. Another Shaw retailer came and offered advice and a different opinion. Now only question is small claims court or lawsuit.

I HAVE HAD THE RUN AROUND SINCE FEB WHEN A MAN COME OUT AND CHECKED OUT THE CARPET ISSUES, HES WAS VERY NICE AND SAID I HAD A LIFE TIME WARRANTY WITHOUT ME SAYING ANYTHING. NOW ALL I GET IS DID YOU WASH YOUR CARPET ECT ECT. I AM LAUGHING HOW IS WASHING MY CARPET HAVE ANYTHING TO DO WITH THE **** BREAKING DOWN, EVEN THOUGH I HAVE DONE IT MYSELF BUT NOT WITH A PROFESSIONAL. EVERYONE THAT WORKS THERE IN THE OFFICE IS RUDE THEY RUN ME FROM ONE PERSON TO THE OTHER AND STILL NOW ANSWERS. NEXT TIME I GET CARPET IT WONT BE WITH THEM DON'T BUY. FROM THERE THEY DON'T BACK UP THERE PRODUCTS. INCREDIBLY INCOMPETENT AND RUDE. DOUG POOLE AND TRACY!! THE DONT GIVE CARE ABOUT THE CUSTOMERS ITS ALL ABOUT MAKING MONEY. I WILL MAKE SURE I WILL HAVE YOUR JOBS. THIS WAS NOT RIGHT WHAT YOU DID TO ME.

The Carpet House has the worst customer service I’ve ever experienced! They are incredibly incompetent and rude. An independent flooring inspector evaluated my flooring in my new house because The Carpet House refused to do anything about the expansion and buckling. In fact, The Carpet House senior representative told me it was my furniture’s fault! Actually the installation was the problem. The issues were: 1) The flooring was not climitized. 2) Not enough transitions were used. 3) No room for expansion at the walls was provided. 4) The stair rails were installed on top of the “floating” floor. 5) Shoe molding was nailed onto the “floating” floor. The Carpet House primarily does business with builders. I caution anyone having a new house built in which the builder insists on using The Carpet House.

Run away fast. I spent 5 years in the carpet business. I let the salesman know that. Asked him very specifically if they power stretch (required for correct installation and maintenance of your carpet warantee). Salesman (Calvin) says yes, we power stretch. Installers show up, they don't even own a power stretcher (!!!) Try to put the seam on the wrong side of the room. This is 101 for installers folks - the seam goes under the furniture, not on the open side of the room in front of 6 windows. Made them fix that. Waited for 3 hours for the Carpet House to deliver a power stretcher, and I watched them proceed to not use it and kick in the carpet anyway. Never, ever, ever again will I use this company.

Left exposed tacks in all doorways! My wife and 4yo daughter both stepped on tacks and punctured their feet. My wife's accident caused serious bleeding. The service manager's answer to this was, "thats how its supposed to be." After a big sigh he said, "I guess we can send someone out there for a service call." Wound up pulling up the carpet and fixing it myself. The installers also marked up freshly painted walls and were 1 1/2 hrs late for their appointment.

Five weeks ago we had new flooring placed in the house. Very pleased with the flooring. While on a vacation, a leak was found under the new flooring in our main bathroom. With numerous run arounds with the Carpet House and just as many excuses on why they could do nothing. Even though the problem was a result of the toilet not being seated properly by the contractor they hired and we paid extra for. Luckily, the sub flooring was saved but the vanity and sink could not be saved. We scheduled them to come back and reinstall the floors and install the vanity and toilet. The contract showed up with no information on the toilet and vanity and refused to install them. Their error has cost us countless hours of stress and repairs and and an additional $500+ to get our bathroom back. You know a company's true colors with how they handle their customer service after they received payment. While the floors look great, we can never recommend their services.

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Great prices , terrible customer service and reliability!
First installation appointment installers 1 hour late after my calling to see why,  They could not finish the job that day
because they ran out of material.  Material needed to be ordered so that was a 2 week delay.  Also on original install some material was on back order which we knew about and decided to go ahead anyway.  Second installation day 2 hoiurs late for appointment after my calling to find out why.  they completed the job on the second day.  After a few months we realized one of the transitions from floor to carpet was installed incorrectly and we needed them to come back.  On the day of the appointment for a supervisor to come look at the problem the first appointment was 830 - 1030, which was then pushed out to 1230 - 230, which was pushed out to between 3 - 4,  supervisor finally arrived about 410 and scheduled the work for the next day 12/23.  this was the only appointment that was met.  We still need them to come back to replace a piece of quarter round that has come loose, but I am considering doing it myself to not have to wait around all day another day.

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This experience was a breeze.  The installer was very professional and did a great job.

They were professional the entire way through the process.  I let them know of a budget upfront and they were the only company that was able to give me everything that I needed in my requested budget.  They were extremely fast in setting up my appointment and always notified me beforehand of exactly what they would be doing.  They went way above and beyond to make sure that I was satisfied, and they even came in on a Sunday morning to make sure that my house was ready.  I will absolutely go back with them.

Everything was fine. They gave me a good deal and it worked. I am in the midst of selling my house and they did it in 4-5 days. It was good. I just found them on the internet. The price was good. The service was good. They were in and out. They showed up on time and cleaned up after themselves. They were good. They were on top of it. They showed up within five minutes of the scheduled time. The two guys that showed up to put it in were in and out. I would give them a call if I needed carpeting.

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It was great. They were excellent. They came when they said they were going to come. They did a good job. I had one problem with what they did, I didn't like and they immediately fixed it. Their price was fair. They were right in the ballpark with what other people were charging.

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The Carpet House Team from Sales to Project Management to Scheduling to Installation did a good job overall. They installed hardwood flooring over concrete and ran into technical challenges involving leveling the concrete foundation, matching trim colors to existing wood structures, and providing transition and shoe molding between carpet, wood, and tile spaces. Ray, our sales manager insured that we understood costs and general processes before signing the contract. He also acted as a liaison to the rest of the team members when issues arose. Steve, their PM is very knowledgeable and provided technical solutions to all of the challenges. Melinda - scheduling proved very responsive in coordinating installation requirements. And Ramon serving as Lead installer with his crew laid the flooring to insure that no wood grain patterns were noticeable. He did a very good job over a particular challenging phase where hardwood planking was installed in a dog-leg hallway. He was able to cut the planks at angles required to meet the walls without leaving gaps while running the planking in the correct direction down the hallway.
I came to find out that The Carpet House serves a wide-area community from Charlotte, Va to Richmond, VA and up to Stafford, VA and beyond. This stretches all of the employees that I worked with very thin to the point where I had to act as my own PM/ General Contractor in driving scheduling, identifying technical difficulties and working with the PM for satisfactory resolution and insuring that the overall effort was completed. Hopefully this was only due to a remodeling surge in the region that they are trying to respond to. Had I known at the beginning that I had to be so hands-on throughout the project, I could have saved a lot of stress as to what was expected of me. I believe this is a systemic issue that starts with the ownership and executive management of the company as there seems to be communication issues at every level including the warehouse workers who didn't seem to understand what work relating to my project had been scheduled. I hope this is a short-term issue as the team that I worked with were very knowledgeable and helpful ...once I brought issues to their attention. 

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They were really professional. They cleaned up after themselves. They are very customer oriented. They didn't get a couple things right and they came back to correct these issues. They followed up with us to make sure the hardwood was curing properly.

The workers were very professional for the first 2 days but on the 3rd day, Sept 6th, one guy called at 11:25 and said he was on the way to finish the work.  Showed up 2 hours later.  We gave him the check for the job and he did not turn our check into the office until Sept 13.  We had to go to the office to correct the final payment.  The work was excellent but we will not use this service again.

They arrived on time and did a good job. There were a few problems and they returned promptly and corrected them.