Complaints

This profile includes complaints for Carpet Exchange's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carpet Exchange has 16 locations, listed below.

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  Carpet Exchange

  1133 S Platte River Dr Denver, CO 80223-3101

• 

  Carpet Exchange

  10141 Wadsworth Pkwy Westminster, CO 80021-5201

• 

  Carpet Exchange

  8691 Grant St Thornton, CO 80229-4825

• 

  Carpet Exchange

  17110 W Colfax Ave Golden, CO 80401-4841

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  Carpet Exchange

  7395 E County Line Rd Englewood, CO 80112-3255

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a countertop from them and it was too short and they told me it was because the measuring specialist was sick. They offered to give me a new one, but I had already sold the condo. Then I filed a dispute and they said that I excepted a $1500 offer to pay the bill and that I currently owe them $1800. This is not true, and I do not want to pay them. Ive already given them $800 to secure the job.

  Business Response

  Date: 08/09/2023

  To Whom It May ***************** made persistent efforts to engage with the customer in resolving the countertop issue. Among the correspondences, a notable email from our salesperson to the customer was dated 12/19/22. In this communication, our salesperson presented two options to address the matter: a complimentary countertop replacement or a $1500 deduction if the customer chose to retain the current countertop as is. On 2/5/23, the customer notified us via email that he would not be returning to Colorado. Furthermore, he indicated contemplation of selling his condo in its current state. It is pertinent to note that the condo was not listed for sale until 4/22/23 and was successfully sold on 7/14/23. Throughout this timeframe, ample opportunities existed to proceed with a countertop replacement. However, the customer opted for the discounted resolution route outlined in our email dated 12/19/22, wherein we had offered a $1500 deduction.
  It is worth mentioning that the customer's overall invoice amounted to $4066.85, encompassing two vanities that exhibited no issues.Payment was divided, with $761.75 remitted via credit card, and $3305.10 charged to a ***** Fargo financing card. Upon learning of the customer's intention to list the condo for sale, we promptly processed a refund of $1500 in accordance with our email communication. It's essential to clarify that the installed countertop was not defective or rendered unusable. We had proactively proposed a no-cost replacement option. In light of these actions, we believe we have demonstrated fairness and upheld our commitments to the customer. At this juncture, we consider all obligations fulfilled and do not anticipate further refunds being warranted.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20222135
  
  I am rejecting this response because:

  the Guy said go home measure 

   

  I took measurements in and he worked up how much carpet we needed 

  they determined how much carpet needed 

  beware that he said they couldn't install and to measure ! He figured out how much carpet 

  our measurements were right his determination was wrong 

  we had enough carpet but he vacillated way to much 

  I heard this is common at carpet exchange !

   

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/23/2023

  To Whom It May *************** customer had her own installer and we did not do the measurement. We calculated the carpet needed for the job based off the customers installers measurements. We are not responsible for the customers installer measuring incorrectly. The customer brought material that had to be ordered from the manufacturer, we have signs in our stores and verbiage on our invoices that inform all of our customers that special order materials cannot be returned. We apologize for the frustration of our delivery driver not being able to lift the carpet roll into the customers home. We refunded the customer the full amount of the delivery charge as that is the right thing to do. When it comes to refunding the customer for the overage that was caused by her installer not measuring correctly, we do not feel that we did anything wrong and therefore no refund is due.

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19841566
  
  I am rejecting this response because: **** failed to provide the amount she was charging on my card. My card automatically declines purchases over $3,000. I explained to **** that I have a vendor fraudulently withdraw funds from my account and it would take up to three weeks to get the funds back. ****** called twice and never mentioned the process of starting to file the notice of intent to lien. I asked to break up the payments and was informed they could not do this but allowed me to pay in cash and with my debit card thus still breaking the payment methods up. ****** refused to accept my partial payments as I requested when I spoke with **** on March 13, 2023 which makes zero sense. I was working with ******, **** and **** and as a power play melody jumped the to an egregious conclusion and filed the paperwork when I told her Id make the payment. She left a threatening voicemail stating if the payment wasnt received before close of business Friday she would file the paperwork. To which she had already filed the paperwork despite the fact that I was working with them to fix the billing issue. I do not appreciate how unprofessional Melody was through the process. She said she called to stop the process of the intent to lien yet I was still served papers shes a liar and not stop the process as she said and still followed through. I do not appreciate being lied too and charged more than I agreed to pay. The carpet was poorly installed as the tack strips can be felt through the carpet. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/28/2023

  To Whom it May ************** have a payment policy like every other retail company.This policy states that all orders must be paid for in full at least one day prior to install. The customer was informed of this policy verbally by the sale person and is printed on her (this is printed on all orders) order. The customer decided to continue with the order and the day before install the customer came into the store and paid the remaining balance with a check. The check bounced and the customer was charged a NSF fee from the bank. This is the price difference the customer is speaking of. Once we notified the customer of her bounced check, she tried to pay with a credit card on 3/20/23, this card was declined. When the customer spoke with our store manager, she was informed that if we did not receive prompt payment we would start the lien process. However,we did not have to go down this road since the customer came into the store and paid her invoice in part cash and credit card. I hope the customer understands that the problems she encountered was not anything we could control or fix since it was all due to payment issues. We thank the customer for her business. 

  Business Response

  Date: 04/20/2023

  To Whom it May ************* would like to clear the air on the paperwork the customer received.The paperwork the customer received is a Statement of Lien (two pages) which included the Intent to Lien. It clearly states that if the customer does not pay within 10 days we would move forward with the lien. If the lien were filled with the county the customer would have received a second mailing with the county offices recording information on it, this did not happen. I have included this document for the BBB and customer to view.  Knowing of our payment policy the customer could have moved the installation date back to make sure that the funds were available.Instead, the customer provided a business with a check that would bounce. I am sure the customer had the best intention of paying the bill, however, as a business we do not always see that outcome. We treat all of our customers the same and all customers are made aware of our payment policy ahead of time. The customers install was on 2/28/23, the Statement of Lien paperwork was not drawn up until 3/22/23, and the customer paid the bill on 3/24/22. As you can see the customer had an ample amount of time to resolve the issue. I apologize that the experience was frustrating, and I wish there was a different outcome.  At this time, no billing adjustments are due.If the customer is having issues with the **********************, we would be happy to make any repair needed. All she needs to do is contact one of our stores and set up a repair.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18892133
  
  I am rejecting this response because: the change in my thermostat temperature has not been addressed at all and needs to be with the cost of gas rates. 
  
  Sincerely,
  
  *************************ied to get me to believe it was either my fault I did not move items under 45lbs or that the installers had no choice but to place my personal belongings including clean clothes on top of my toilet. ***** was very aggressive and hostile in talking to me despite trying to sound apologetic. ***** was rude, abrasive, aggressive, demeaning, and intimidating in our phone conversation. He raised his tone and voice several times and also interrupted me while speaking about the issues.

  Business Response

  Date: 02/06/2023

  To Whom It May ************* apologize for the lack of communication from the installers and for our manager not listening to the customers concerns. I show that we refunded the customer in the amount of $281.25 on 1/24/23 for our installers not communicating on moving a couple of items out of the way to complete the install and for not communicating about the thermostat. As far as the small scuffs on the wall, our manager offered to send someone over to the customers home to do touchups where needed. However, the customer said that was not needed since he could do that himself. Again I apologize for the frustration.

  Business Response

  Date: 02/13/2023

  The refund that has already been processed is more than fair. The home was not 100% ready for our installers and therefore they had to move personal items out of the way. We did not charge extra for this nor did we reschedule, instead our installers moved the personal items out of the way to ensure the install would get completed. Even though we feel that the refund is fair we are always open to making sure we do what is right. If the customer would like to respond to the ******************** with a copy of his heating bill for *** 2023 we can go over his rate and run the calculations to make sure we are being fair.

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 17711365
  
  I am rejecting this response because: I was compensated for my time cleaning up the mess in my driveway. I have not been refunded for damage to my property and home. The company did reach out today though and sounds like they may be having someone to repair the damaged wood. Not sure this will correct my damaged furniture. They may need to buy a new footboard from American furniture warehouse if it not back to new condition. As stated to them the bed is less than a year old. We will see what happens with the repairs. 
  
  Sincerely,
  
  ***********************g my door trim also sanding and painting damaged trim boards. Or four compensation I would except $750.

  Business Response

  Date: 08/15/2022

  The customer was refunded in full the day before this complaint was filed. Please check your account.

  Customer Answer

  Date: 08/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2022

  To Whom it May *************** wrong response was submitted to the BBB; within the same day of submitting the response the BBB was contacted to help correct this response. I have not heard back nor has my response been removed. ************ my deepest apology that the response you read was not correct. I can only imagine what you thought when you read it. My response is the following..We apologize for the frustration the customer has experienced. We always want every job to go smoothly and to the customers satisfaction. However, we also understand accidents can happen,so we are here to help. Mr. ***** email was received and given to the store manager who is in contact with ************ and helping to have the furniture repaired. We appreciate Mr. ***** patience and we look forward to resolving all issues.

• Initial Complaint

  Date:08/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2022

  The customer was refunded in full the day before this complaint was filed. Please check your account.