Customer ReviewsforCarpet Exchange

Carpet Exchange in ******* installed vinyl flooring in my home. About a month ago I saw where 2 vinyl planks had come apart. I called the sales representative who had originally helped me. She asked to send her pictures of what I was seeing. Weeks went by and she never called me back. I called the store again and since she was not available I spoke to a different sales ******** had the installer call me. The installer sent out one of his workers and he said the planks couldnt be rejoined. He would need to tear out a section and install new planks. Three weeks have went by and I have not heard anything. I texted the last sales rep who had helped me, Its now been 3 days and no response. I would call this poor customer service. I they dont stand behind their workmanship. This is the 2nd time Ive had issues with the same floor and I also dealt with poor customer service. Once is bad, twice should not be acceptable.

We made the mistake of choosing Carpet Exchange to replace old carpet and install vinyl plank flooring in a bathroom in an attempt to create a comfortable living space for my 86 year old Mother-in-law. One guy arrived to carpet two bedrooms, a hallway and a staircase and said he worked alone to make more money. It took twelve hours, the carpet was damaged leaving three steps bare and we later found razorblades left underneath the padding on each of those steps and God only knows how many others under the rest of the carpeting. A full crew of four showed up to install the vinyl plank flooring in the tiny 5 x 5 bathroom for $300. I asked if they were removing the linoleum as we had told the salesperson that when my MIL was done living with us we would be installing the vinyl plank on the staircase and hallway adjacent to the bathroom, leaving the linoleum would necessitate removing the new floor and linoleum and re-installing the floor to keep the height the same between areas. We were told there was a $200 fee to remove this tiny bit of linoleum and a $175 Carpet Tuck fee (none of which was mentioned beforehand). I cancelled the installation and was informed that there would then be a $175 Not-letting-us-rip-you-off-and-do-a-second-rate-install fee. This is the type of business you walk quickly away from massaging your wallet and warning everyone you can think of to stay clear of!

Thank you for your review. In the beginning, we were not contracted to install the vinyl plank flooring, only carpet. All of our quotes and invoices are itemized showing all materials and services, we do not have hidden fees. For the size of your job, it is normal for a single carpet layer to be sent to install. From the sounds of it, he did a great job making things work since the carpet came with a defect that he had to work around. In our daily routine of installing carpet, we find all kinds of items left behind by installers and customers alike. I apologize that the razor was left behind, however, I can assure you that this will not cause an issue with your carpet or pad. It is VERY common for a customer to choose to install vinyl planking over linoleum due to saving money. This is a common practice for all flooring installation companies. Linoleum is very thin and since vinyl planking is being installed now in the bathroom there is a transition piece that will remain in place. If you decide in the future to install vinyl planking in the hallway this transition piece will make it to where you can not detect the height difference from the bathroom to the hallway. With any company, if changes are requested during the installation there could be additional charges. These are not hidden fees, these are charges paying the installers for the additional work that they are being asked to do. I apologize that your experience with us was not to your satisfaction. We do appreciate your business and your feedback.

I am angry and upset with carpet exchange at 410 ************* in springs for the lies and destruction of my home. The primary problem was that I specifically Demanded that the tile under my kitchen cabinets must be preserved. It is unusual to have cabinets on top of tile, we added new cabinets after the tile was installed. Therefore I knew the the tile would have to be cut carefully with a special tool. iT WAS NOT CUT, IT WAS DESTROYED BY CLAW HAMMERS. In addition the installers damaged; trim boards, sub flooring, support boards under the cabinets. From the beginning I made it clear to everyone involved that the tile must be cut under the cabinet to have a clean line and full tile support for the cabinet. The salesman was informed on each of four conversations. The estimator agreed with me that the cut under the cabinet was essential. the estimator wrote it 'cabinet under cut" 200 dollars for a nine foot cut. I asked the salesman about the extra $200 charge and I agreed to pay it but insisted that he make sure it was done. The day before installation I contacted the salesmen to remind him that the under cut must be done. His reply "I do not control the installers." When the install crew showed up I immediately confronted the leader and told him in english and in spanish, Primero first thing, You must cleanly cut this tile. the lead guy told me straight to my face, yes I will make it look beautiful and finish today My wife said "trust professionals". the guys went to work tearing out the laminate flooring and the tile. the leader left he was going to get a special tool to cut the tile under the cabinet. He did not, instead he brought a big steel bar to help rip the old flooring out. the steel bar left huge gouges in the sub floor plywood damaging it severely. Then the leader led the assault on the tile. they took claw hammers to the tile and broke it into pieces. The support of the cabinets was gone, They all ignored my specific expectation!!!!!!

*****,Thank you for your review. Please accept our deepest apology. You let us know from the beginning what you needed for your job. And you are correct the installer did not follow your instruction (or our instructions as we noted on the work order). We always want every job to go smoothly and the installation to be perfect. However, we understand that this does not happen with every job and we are here to step up and make it right. We want our customers to be happy with the end result. I know that we hired a repair tech to complete repairs as well as verify your cabinets were properly supported. Again, I apologize for the frustration and if you have any questions please feel free to reach out to us.

Carpet Exchange-******, ** I bought very expensive quartz countertops through Carpet exchange 1 year ago. Within months of having it, I noticed that something was wrong with the island slab. There are blemishes/scratches showing up in numerous places. I have been trying for months to get this resolved. They use Stoneworks to fabricate the stone. Stoneworks finally sent someone out to look at them after months. The crew that showed up told me "OH wow, yes, something is definitely wrong." He asked what I used to wipe my counters down with and I showed them a soft sponge or a washrag with either water or quartz cleaner that I was advised to use during installation. He pulled out a can of "Denatured Fuel" and wiped them down with this. He said I should be cleaning my counters with this. As you can imagine, this sounded absurd!! Who cleans their kitchen with fuel?? Several weeks later they called me and said due to the "abrasive cleaners" I was using, my warranty would not be honored and there was nothing they can do. Since when are water and a cotton rag abrasive?? I paid $10,000 for these countertops and there is something wrong with them. Spots keep showing up everywhere. DO NOT purchase countertops through Carpet Exchange or Stone Works!! Use the more reputable, normal quartz places. Since Carpet Exchanges uses Stoneworks, they both are giving me the runaround and nobody is taking responsibility.

Nikki,I would like to apologize for the amount of time it took for your countertops to be inspected. After the first inspection, your salesperson felt that a second opinion is needed to confirm what is going on with your countertops. We appreciate you allowing the rep to also inspect your countertop. We look forward to the reps ********* Thank you again for your patience. Thank ***************************** **************** ********************************** ************

We ordered Coretec wood flooring from Carpet Exchange on Santa Fe Drive on a recommendation from a local realtor in August 2021. After two delays it was rescheduled to be delivered and the install would happen November 6. I checked several times via email and text to be sure we were on track and was told yes everyone was all set, the product is here. This is not a supply chain complaint, we understood the delays. For 2 weeks we slowly cleared out the entire first floor of our home to be ready. On the day it was to begin, nobody shows up. I finally talk to ***** there midday and he says there is a mixup in their inventory and no product is available. None anywhere near here. No solution, no nothing. Friday of that week, he says they can get it to us in a week. ***** did his best but we were left totally up a creek and went elsewhere for our new flooring. Carpet Exchange's reply was we are sorry. Nothing else. Horrible experience, horrible systems in place there to let this happen. No offer to help, no nothing. Miserable place to do business.

***,We would like to thank you for taking the time to leave valuable feedback, and we apologize for the experience detailed in your review. The delays and circumstances of your order were very unfortunate. I sincerely apologize for the frustration, and we acknowledge the mistake that happened. We too were very frustrated with our inventory being off and letting down a customer. We are a family-owned business, and we strive to provide our customers with the best selection at the best prices and great customer service. We do not take this lightly and we have reviewed our procedures to ensure that this does not happen again. I am glad that your salesperson was able to issue a full refund right away for the materials. Again we appreciate your feedback and hope in the future you would give us another chance.

We are a Major Retailer and came in to see if we could get a Carpet Match for one of our facilities. The person at the front desk seemed pre-occupied and seemed really bothered that I was looking for help to pick out carpet. Upon asking him to see and help with samples, he took me to the samples section and told me "Here is what we have", and walked away. We have multiple locations and redo our carpet frequently to to customer traffic, sorry to say ********************** has lost our business and will be telling our other business associates to go elsewhere.

Thank you for your review. I apologize for the lack of customer service you received. I would be happy to put you in touch with our store manager to see if we can accommodate your needs. Thank You.

Carpet Exchange Golden CO- We went through carpet exchange to have our floors replaced in our entire home. We spoke with Alex who sold us on the plan to get new baseboards, cortek and carpet. We chose Cortek flooring in the kitchen and entry way and carpet replacement through out the rest of the house. We scheduled the project date for weeks in advance. I run a licensed daycare from my home so I needed to close my business a few days until repairs are done. The cortek was installed- it was ok. Some gaps and some trim placed on with hot glue that was a little sloppy but overall ok. We then planned for the carpet and baseboards so moved all our furniture from our home into storage and the day of, carpet exchange told us they miscommunicated to their workers and the workers installed the cortek before the carpet and baseboards. Meaning now the carpet couldn’t be installed either because the work was completed in the wrong order. And also, the cortek wouldn’t line up with the new baseboard now. They could not do all the baseboards due to this issue unless they redid the cortek, they did not refund us for the remaining labor that was not done. In fact they did not even mention it. Keep in mind, this is drawn out over a week. With our floors halfway done, all of our furniture in storage, exposed nails and missing carpet they cut out. Not at all safe for a daycare. We also have two kids under age two. A nightmare. We even stayed with my mom a couple nights to keep our kids safe from the exposed floor. In conclusion, the work was not fully completed, Alex was not sincere in her apology, and we were offered a $100 to solve the issues. This was laughable at the stress they caused. And they money we lost out on. I DO NOT RECOMMEND THIS COMPANY!! Beware. Spend your money on a company that is more professional and truly cares about their customers.

Thank you for your review. When installing a hard surface (Coretec) and carpet the hard surface is installed first, which is the order of completion for these two installs. The customer paid for the baseboards to be removed and replaced on the hard surface order and not on the carpet order. Since the baseboard removal was not apart of the carpet invoice the customer was responsible for removing the baseboards. On the day of install the customer informed us that the baseboards had not been removed, so we could not complete the installation and had to reschedule. We do understand the customer's frustration and if there was anything that we could have done we would have. We apologize that this customer did not get to experience the true essence of Carpet Exchange.

Carpet exchange screwd us. We paid over 1400.00 to carpet our living room the Installer blamed the sales person said they didnt order enough carpet . So then we had to wait another two weeks for a 5ft by 8 ft piece of carpet then come to find d out we didnt even need extra carpet because the installer ivan left us with a 5 ft x 8 ft piece of carpet that we still have. The second time we tried to order carpet from them they gave a us a price of 800.00 for a small room , so we gave them 400.00 down then they called and said it would be 1000.00 so we decided to go elsewhere. The manager ( very RUDE) said they cant give us our money back as they didnt have and money so here it is almost 2 weeks and we still havent recieved our money back. These people are LIARS WHO JUST TAKE PEOPLE FOR THIER MONEY . I will NEVER EVER buy anything from this crooked place so BUYER BE WARE .instead of being nice about it the mgr just yelled at us as if we were his kids or wife. VERY POOR CUSTOMER SERVICE

Thank you for your review. I looked into your complaint, and I must say I am confused. On the first order, our salesperson made a mistake in the measurements. We paid to have the additional carpet ordered and installed since it was our mistake. The second time you came to see us we gave you an estimate based on estimated measurements which you applied a cash down payment towards. Once your room was measured, we provided you with an official quote based on the exact measurements. On May 14th the order was canceled. Since we do not keep large amounts of cash on hand, all-cash refunds are processed as check requests and mailed directly to customers. Your check was sent out on May 18th, if you have not received your check please give us a call to confirm the address.