Carpet Exchange

Our entire house flooded in 2011. We replaced all flooring with the Carpet Exchange location in Fort Collins CO.

1/2 was hardwood, rest was carpet and vinyl. With our entire house wrecked you can imagine how crazy our life was for months. We came back to the house to see they had installed the wrong hardwood flooring. We spoke with our salesperson who had been wonderful throughout.

She put us in contact with the district manager who first tried to tell us it was the floor we ordered. In the end when he admitted it was the wrong floor, he offered us $500. That’s it. We’d been dealing with so many things while our entire house was being rebuilt that I fought it for awhile and just gave up.

Why am I writing now? Because 7 years later I’m still looking at the wrong floor. Will never set foot in a carpet exchange again.

We have rentals, and between us have six houses. None of them will EVER have Carpet Exchange flooring.

Thursday, September 6, 2018, I had Carpet installed in my house by two employee’s from the Carpet Exchange in Aurora.

They were in my house for around 8 hours. After they left, I realized that some of my items were missing. My charger, IPhone 5 (which was deactivated, but could be sold and reactivated), some coins, that I had been collecting for a few months, some jewelry, but the most important of ALL, my wedding ring.

I filed a police report. I also spoke to several managers. All of the managers kept saying,” oh keep looking maybe you misplaced those items”.

The general manager wasn’t any better. He said, “he just can’t believe that a guy that has worked for them over 5 years would risk losing his job over a phone that does not work, some change and jewelry.

Oh really?! Well, what about the other guy?! AND most of ALL, my wedding ring of 16 years was worth more than some petty change.

The bottom line is, it has almost been 2 weeks and my items have not been returned and they certainly were not misplaced. They went out the door September 6, 2018. My wedding ring holds so much sentimental value...16 years worth!

I am so disappointed, frustrated and upset with your company.

I don’t want any money from you all...

I especially don’t want any more carpet from you...

I just want my wedding ring back and JUSTICE to be served!

Unsincerely yours,

Bye-Bye wedding ring

Day 1 no one showed and 6pm the poor guy who shows up doesn’t have the correct material. Day 2 the salesperson forgot the padding in order.

It has now been 48 hours and I don’t have flooring installed. GO SOMEWHERE ELSE!

I purchased carpet from the Parker location 6 years ago. When we went in we explained to our sales rep that we needed long lasting carpet that could stand up to a lot of traffic.

She sold us a Shaw carpet she said had a 20 year wear warranty and would meet all of our needs. Within 2 years the carpet started to show a lot of wear. I called the Parker office and was told nothing could be done. In May of this year I went into the Parker location and explained to Fred what had happened with my previous purchase.

He looked up the order and told me that he had never liked the sales rep who had sold me our carpet and that she didn't stay long and really didn't know what she was doing. He also told me that I should file a warranty claim on my carpet because it did have a 20 year warranty. He gave me the number to contact Shaw and file the claim. I called Shaw and was told the place I purchased the carpet from had to file the claim.

I called Fred back and was told I would have to talk to the manager, Mashera. Mashera called me back a few days later and told me we had purchased cheap carpet and there was no need to file a claim because it had lasted as long as it was meant to. I explained to her that we had purchased what her sales rep recommended and she said every company has to have time for employees to learn the product. I asked why I had to pay the price for an untrained employee and was told that I should have done my own homework before purchasing the carpet.

I told her that I expect the employees at a place called Carpet Exchange to be knowledgeable about carpet, especially since their phone hold message talks about how knowledgeable their employees are. She refused to help me in any way so I called their HQ and talked to Shaun. He was very nice and said he would have Evelyn call me. It took almost a month and several emails from me before she returned my call.

She also told me I had purchased cheap carpet and there wasn't anything she could do. After filing a complaint with the Better Business Bureau they finally sent someone out to look at my carpet. After the report came in Evelyn called me to say that no warranty issues were found with my carpet and they felt like I had gotten what I paid for. She was not nice about any of it and could not seem to understand that my problem is being given completely wrong information from several employees and being told I should have done my own homework prior to purchasing.

After I told Evelyn I would never buy anything else from them and would make sure everyone I come across hears about my experience she said her boss, Cameron Newhart, was willing to work with me directly and sell me new carpet at their cost.

I have now left 2 voicemails for him and he will not call me back. This is the worst customer service I have ever received from a company!

I shopped many stores trying to find the hardwood floor I wanted, finally found it at Carpet Exchange. Sales agent was very helpful in information for me to make the decision.

He did not know the warranty info though so was going to get back to me. After 4 or 5 days he was finally able to get the supplier rep to give that info so I ordered what I needed 2 days later. After a week of not hearing from the sales agent, I called to confirm when I could pick it up only to find out he was scrambling to find me something else as the supplier came back and said they couldn't provide that product. What bothered me most was that 2 days before I ordered it, the suppliers rep gave us the warranty information but said nothing that the product was discontinued.

Of course the sales agent couldn't find an equal unless I paid double.....kind of fishy huh? Not only was the product not 10% cheaper as they advertise, they had no problem in trying to sell a more expensive product.

I asked the sales rep to go to the upper management and have them step up to the plate and also hold the supplier accountable and for them to step up to the plate and find a solution that wasn't going to double the cost. All they would do is give me my money back and tell me to shop somewhere else.....now that is customer service!!!!!!

I only went to Carpet Exchange because they were the ones I found who sold Armstrong Luxury Tile. My kitchen floor was installed Nov.

2015. Here it is 18 months later, my issue has not been resolved yet. I want to take them to court. I have not been able to locate the corporate headquarters.

I will not go into everything tht has happened over the past year and 1/2. Here is what I really not get. In May of 2016, I got the GM's name from my sales person. I left a message for him.

It was almost immediately he returned my call. However, he reached my voice mail. I call him at least once a month foe several weeks. He never replied.

I finally got the name of a different person at HQ. This was around Feb. 2017. Her name is Virginia.

She called and left a message the very same day. I missed the message so I called again about three days later. I had a very nice conversation with her. She sated that she would be gone for a week or so.

She would have someone contact me while she was gone. That never happened. I waited a few days after when she said she would back in the office. I have left several messages over the last couple of months.

Still have not heard from her.

If I had known I would only purchased the tile. The contractor doing my kitchen could have dsone the floor as well.

I gave them a second chance to come stretch our carpets like we are allowed to when purchasing from AUrora Carpet exchange. They did a no-show, one the first day but did not even call us, I had to call.

Then blew us off a second time, after the manager said they would take care of it. No show, no call. Even after talking to the "manager", who said they would fix it. They take your money in the beginning and never follow through.

This company keeps doing this because they think they can.

I hate carpet exchange. Hate, hate hate hate, hate, hate hate

Carpet Exchange gave me a hugely false measurement for my carpet job and I caught them at it. The estimator measured 129 sq. yards and I measured just under 90 sq. yards. When I confronted my salesperson, Mary Kastler, at the County Line store, she adjusted the figures down to 105 sq. yards, WITHOUT EVEN COMMENTING ON HOW A PROFESSIONAL ESTIMATOR COULD BE SO WRONG!

I had no intention of continuing to do business with these thieves, I just wanted to see what Mary Kastler would do, and what she did confirmed to me that Carpet Exchange is defrauding all of their customers this way, not just me.

Everyone at Carpet Exchange should go to jail for criminal fraud.

PS: I caught Home Depot and Lowes running this same scam about three years ago, so ALWAYS MEASURE YOUR CARPET AFTER A CARPET ESTIMATOR IS DONE!

We purchased porcelain tile for our entry & two bathrooms, hardwood for kitchen, textured carpet for living & dining room and plush carpet for staircase & total upstairs. This was a huge undertaking for us.

We had never done the entire house at once in new flooring. The sales reps were advised of all our needs and expectations in detail. We chose birch for our kitchen because it was grouped with the hardwoods, (it's soft), they tol us it would hold up as well as oak! Our new kitchen floor has awful marks all over it.

The tile took forever to install and the 3 areas were very small. We ordered medallions for the entry, luckily we caught the installer in time. He had no info on his work order for them. Our paperwork included them in detail including charging us.

The sales rep we started with was fired half way through our experience. Her replacement did not return calls and was not helpful at all. The carpet installers came, three of the crew did the upstairs and the supervisor for the crew did the living/dining room. As I was in the kitchen I was able to watch him.

The upstairs installers did not even sweep the floor after 26 years of the same carpet. After they finished I found bumps and the seams showed pretty bad. It took several weeks of calls but they finally sent a repair man out. He cut the carpet open over the bumps, there were big pieces of drywall under the new pad and all kinds of dirt from the original build!

He removed the drywall, glued the cuts he made and said that's all he could do. The living and dining room carpet is beautiful and installed great! So back to the hardwood in the kitchen. When we ordered the flooring they just gave us installation dates.

The installer shows up two weeks before installation and told us he had to lay the wood out inside the house for two weeks because it needed to get to the same humidity level as the subfloor to prevent warping. OK! He came back in one week & said it was too dry compared to the subfloor. Since it was summer & in the 90's and we have an evaporative cooler, we had to keep the air dry ( no cool air for two weeks in the dead of a very hot summer).

I had him tear up the old flooring so the sub floor could maybe dry while the new floor ubsorbed moisture. He couldn't

Think of that himself! Plus he was the rudest, most disrespectful person I have ever delt with. After complaining about him to the store manager nothing changed.

We had to sign a release to say they weren't responsible if the wood buckled after the two weeks of dry hot house! The boards were spaced so far apart upon installation, because the installer said they would expand, they never did and we have dirt collected between all the boards in the kitchen now. When they laid the wood they removed the bottom plate on the outside of our dishwasher and replaced it when they finished. The dishwasher door could not be opened because the floor had risen and the clearence wasn't enough.

We were not informed, it was a very unhappy surprise when we opened our dishwasher door the next morning, warping it and it wouldn't even open but about 5 inches! The bottom plate is still off the front so we can wash dishes. Carpet Exchange would do nothing! If you want good service both in the store and in the installation of your flooring go anywhere else.

Don't even give them a chance.

We went through the Westminster store but after speaking with friends who had gone to other Carpet Exchange stores the same problems seem to be franchise wide!

We purchased $6,000.00 worth of tile flooring to be laid in 2 bathrooms, a small hallway and the laundry room. Unfortunately, when Carpet Exchange installed the tiles we noticed that although we purchase MATTE tiles in one of the bathrooms had glossy tiles intermixed with the Matte tiles in a random awkward looking manner.

I guess since this bathroom has no windows they felt it was ok to "fill in" a similar looking tile and hoped we would not notice. They also cut the hole for the heater vent too large so there is a gap in the tile and heater vent cover that looks terrible!! When we complained we were told they WOULD NOT come back out and redo the job correctly and only offered a pitiful $80.00 credit instead, even though they charged us more than $500.00 in labor!!

It has been such a very upsetting and frustrating experience and we really regret giving them our business since now we will have to live with there mistakes unless WE are willing to pay to have the tiles redone by another company! BEWARE.....I know three others that have told me similar stories so I just didn't have a one off bad experience.....this apparently is how they do business as a whole!

Had carpet installed, about 1 year later there was about a quarter inch gap in a seam, another seam looked like it had moved towards each other, contacted the store where I bought it. About 1 week later I got a call from a stretcher, he told me to make sure all furniture was moved, I told him I was not moving furniture, I paid to have it moved when I bought the carpet and I am not moving it.

He informed me that was company policy and the install manager would call me back. I never received a call back from the install manager so I contacted the local BBB. I got another call from another stretcher and he came out to"FIX" it, when he looked at both seams he told me he could not fix one and he would try to fix the other. I left him with an adult, when I got home I could not believe my eyes, the seam looked 20 times worse, it was crooked and it had an inch gap.

I contacted the local BBB again, the regional manager came and looked at it and agreed that the first guy should have never touched the seam with out help.

He told me he would send a team to take care of it and move the furniture, the came out I asked them what they were moving to fix it, he informed me that just the chest is all I cleaned it off and went to an appointment again left them with an adult, came back and I heard a noise and went up stairs, I was told nothing they had dropped a tool. Found out later the girl that was with him was over near a dresser that had a crystal box and she had dropped something on it or dropped it and broke it.The same seam has come apart again and no one ever offed an apology for the box or the inconvenience this has caused and now refuse to fix the seam again or give me my money back.

I purchased $15,000 worth of wood flr and carpet. Carpet went/looks great, wood flooring gouges, scratches, *** pour workmanship and installed had a bad attitude.

It took 2 months and 3 different calls for assistance on this *** job. Finally the store manager came out and agreed with me, that the flooring was installed poorly, with damages. 2 months later, I had to email my complaint to the district, who intern sit me up with a different installer to come out and see what needs to be done. after another month, I had to email the district office and inform them that nothing more was done.

within 2 days, the new store manager called me to set up a time for the installer to come out, he did and ok, I'll just do the mens' job myself, from here on out. Customer service stinks