Customer ReviewsforMcSwain Carpets & Floors

BED BUGS FOUND AFTER CARPET WAS LAID. Our sales person, ***** from McSwain was wonderful to work with. He was knowledgeable and very patient with us during the decision making process. However, the installation was less than great. Five days after our carpet was put in we found a bed bug crawling around on it. This was confirmed by an exterminator. We had to turn our house upside down, cleaning and checking everything. A second one was found on the laid carpet and a third in the rolled up extra carpet in the basement. None were found anywhere else. All of our own furniture was bed bug free. The exterminator also searched the house when they were here treating for the bed bugs and confirmed this information, making them and myself think that they were recently brought in. I emailed and called McSwain about the issue. They denied everything and stated they found none in the van used to bring the carpet here and when they asked the carpet layers they stated they did not have bed bugs. This was not good enough for me. We spent a week cleaning and putting everything we own in the dryer to kill any potential bed bugs that *** have reached other areas of our house. I requested they check the facility where they store the carpet and possibly with the manufacturer to see if there was an infestation in either place. The manager, *** I think, stated he would check and call me back. I called 2 business days later (4 days total) and left a message requesting a call back and it is now one week from the original call and I havent heard anything back. I am disgusted and very disappointed in the customer service received after this incident. We spent well over $15,000 on our carpet. I would expect better service than this. I would NOT recommend using McSwain.

We thank you and value your business. Our Senior Director of Installation has spoken to you a couple of times. We do apologize that you were not contacted back as promised. You spoke to him this morning, 8/8/22, and he apologized to you as well that he was out unexpectedly due to a health issue. At that point another member of management should have contacted you. We have set in place a new procedure to ensure that this does not happen in the future. After the first time that you spoke to *** he did have discussions with the installation crew and searched their van and no sign of bed bugs were found. Since you specially ordered carpet, the carpet was shipped to us directly from the manufacturer and has not been sitting in our warehouse. Carpet is produced using high levels of heat, then wrapped in plastic, placed on a truck and shipped to us. We have spoken with the manufacturer and transportation company and none have had issues either. Again, we are very sorry that our level of service was not exceptional. We do apologize and will strive for excellence in the future.

At this point, if I had the option of posting a quarter star, I would. We had carpet from McSwain Carpet on September 13th, 2021. There was a measurement mistake made and also a color contrast in part of the carpet from the factory. I understand these things happen. It is now the 29th of October 2021, and I have no resolution and have had zero, and I mean zero, communication from McSwain Carpet except when my wife or I have initiated the phone call or stopping in to the location from which we ordered the carpet. I have met with the salesman in person at least 3 times, spoken to him on the phone a couple of times and my wife has called the scheduling lady over a handful of times. Every time I'm promised a call back.....nothing. So we call again, get told the same thing...."I'm looking into it, or I'll call the person handling your claim" and get ZERO answers or immediate call backs. I have asked to speak to the person in charge of all these employees (a lady in charge of ***************** and have been told she most likely won't reach out to me because it doesn't work that way. That was 2 weeks ago. Zero response. Spoke to my salesman again today (October 29th, 2021) who said he would check into this and then stated it most likely wouldn't be until tomorrow before he would call me back but "may not have an answer by then". This is totally unacceptable, much less inconvenient and frustrating to the next level. I have furniture in my basement I will not bring up to my second floor so I can bring it back down when the carpet finally (hopefully) gets installed. I would like to have the President of McSwain Carpet and Floors call me and explain why this allowed to go on this long. The salesman at the Centerville location knows how I can be reached. Unbelievable!!

********************,We do apologize that we were not able to complete your installation initially due to a defect in the material. Our process at that point in time is to open claim with the manufacturer. Once that was settled we ordered the new material. We received the material from the manufacturer late on 10/29/21 and you should have received a call on 11/1/21 to schedule the installation. Please let us know if there is anything else we can do for you.