Carpet Exchange

Matthew Martino

The Staff is Full of the Best People! Installer does great work!

B Gough

Our kitchen reno did not go as well as we had hoped, but the Regional Manager, Nate, was able to assist us in working things out. We were happy with the companies that were contracted for our counter and backsplash. I would suggest that Carpet Exchange request the counter companies to leave instructions for the care of the counters. We were pretty in the dark about how to remove stains left on the quartz from the transport of the counters or even basic every day care. The tile installer didn't install the tile behind the outlet boxes, but he did a beautiful job and gave us specific care directions. He also cleaned up the work areas extremely well, closed the storm door every time he entered and exited, and his wet tile saw was very quiet. Our biggest problem with our kitchen upgrade was the lack of communication from the store employee. In fact, I'm still waiting on communication regarding the status of a rug that has been on back order for several months. The store employee might consider keeping a calendar with reminders to follow up with customers throughout a home reno project and when items are on back order. I've heard good things about the flooring installations through Carpet Exchange, but I would advise customers to ask about the cost of demo and when final payments are due. We expected that the $800+ estimate for removing our old counters would be lowered if the demo proved to be a simple project. That was not the case. Even though it took one person less than an hour to remove the counters and clean up, we were charged the $800+. Similarly, after putting half down in order to reserve install dates, we were surprised to have to pay the remaining balance before the work would begin. I've never had to pay for work before it was completed, let alone before it even began. All-in-all, we like our new counters and backsplash, the contracted companies were easy to work with and did nice work, and Carpet Exchange was willing to make things right when things didn't go as expected.

Emma Horne

Worst communication ever within a company and between their clients. We spent $7000 on carpet here. We were in the process of painting the house and we’re cutting it so fine, to the day the installers were coming. We found out a couple of days before that the installer couldn’t make it anymore and had moved the date. We only found out because I checked to make sure they were still coming, and that’s when they realized they forgot to inform us. No apology no nothing. They then moved it to Friday, a day earlier that before so we were up late at night painting and moved our whole house, 4 bedrooms, of furniture into 2 rooms. They called us 30 mins before they were due to arrive to cancel. The exact same installed apparently had a family emergency. The same installed who also cancelled the Saturday. I kicked up a stink and they happened to find some one. Why they didn’t try this before I don’t know. Then once installed they informed us for the first time that there would be a join right down the middle of our living room. The carpet we ordered was shorter in length as it was wool. We should have seen a pros and cons sheet but we’re never told. Complete shambles from start to finish!

Kim Armstrong

Tara was extremely helpful!