Carpet Exchange

So as you can see Evelyn responded to my review immediately asking me to contact her. I’ve been trying both by email and phone to get ahold of her and there is no response! VERY unimpressive! They gave me a «credit» for fixing the vacuum but the guy writes «paid short $ 25» instead of credit $ 25 on the invoice… really??? That implies that I didn’t pay them not that they gave me a credit! How unprofessional are these people? He was great at finding the right carpet but after that it’s been all down hill!
So below is what I wrote to Evelyn in response to her note on here Monday morning and have had no response!
A great example of what I’m referring to is when Kim writes that in our first conversation all I complained about was how old and slow the installers were. That is totally inaccurate! I started by telling her they went to the wrong address and consequently were 1.5 hours late arriving which in the summer would not be a problem but when it gets dark early they had to work until about 6pm at which time it was very dark in the living room where they were installing the steps. Obviously they had taken out all lighting and furniture so there was very little light.
Also, because they were so late and one of the two installers was 65 and was not able to get much done and the other one had to finish his work they left a fair amount of mess behind. BEFORE the installers were scheduled I had asked Gary Essex to please be sure to let them know they needed to clean up thoroughly because I have a new puppy and a cat. He said he made notes to the installers to do that. Kim told me in no uncertain terms that the installers are not required to clean up at all, which I find hard to believe. So I replied that Gary should have told me that when I asked him the above.
All of this and more was in that conversation. Further they left something plastic behind which I picked up with my vacuum which broke my vacuum. I requested that Carpet Exchange reimburse me the $ 25 to fix the vacuum.
I also mentioned that the receipt I had was inaccurate based on what my credit card was charged. She said they were aware of that. I replied that they should have made ME aware of it and sent me a new receipt. The customer should not have to do this much work after all the work we do moving furniture, etc. and paying the bill!
When you and I speak I will fill you in on some other issues. But as you can see from the above Kim is not the best contact for upset or unhappy customers!

Installed the wrong color carpet; agreed to fix it which required me to move in and out of bedroom twice (requiring furniture assembly, disassembly, assembly) because it would take weeks for them to re-​schedule the install. When they showed up for their second install, they had the wrong carpet again. The entire ordeal was obviously frustrating, and the general manager’s cavalier indifference made it more so.
There is no shortage of carpet places, they all use the same local installers and get materials from the same manufacturers; I’d recommend finding another store.

So far, TERRIBLE experience. The first time I called, I was put into a sales associates voice mail. I left a detailed message and never received a returned call. I then called back and spoke with the Manager, that has needs some education on how to handle angry clients. She was very defensive and not very friendly. I went to the store and met a sales associate named Steve that did not hesitate to take my ½ down payment. He told me I would be contacted by someone to come out and take measurements~ they NEVER called! I had to call them back and let them know that i am still waiting to have measurements taken, and due for the install in 4 days! This place is very unprofessional! Hopefully, they have some good workers to do the install!

The hard wood project floor and stairs started in my house 13 month ago. ⁸⁄₂₀₁₄. Until today the project is not finished yet. The installation quality is poor with large spaces between the wood pieces. My stairs with no rail. Dealing with my third contractor. This is what nightmares are made of.

My floors were finished, good product but bad installation. Initial interaction with sales associate was good. But, services delivered were not to the standards in which I discussed with the salesperson. Escalating the issue, its a challenge to get straight answers and results with Carpet Exchange. I requested the floors to be redone after stumbling on them. Only one of many issues.
Approximately two months, the existing carpet was tucked into the hardwood, major tripping hazard I had to live with. Now after being tucked in, the doorway thresholds for the bedrooms are raw planks cut to fit underneath the doorjambs exposing the sharp edges. Nothing seems to be done right. This was done by one of their «top» contractors.
I have only encountered unprofessionalism, lies, excuses and really no ownership for the services rendered.
I have been continuously asking for my receipt for the hearth done; still no receipt. I was told by the sales associate to write a separate check directly for installer on the date of service. In hindsight, I can only conclude: questionable practices going on. I should not have to request a receipt on multiple occasions.
I also requested an official letter in regards to why they are rejecting my request to redo the floors; manager rejected my request for an official documentation and later said she emailed corporate. I have yet to receive my document.
My conclusion: no integrity and all stress.

They don’t deliver on promises or on carpet.
I wish I’d read these reviews prior to letting my 76 year old mother put money down for carpet delivery. When no one showed an hour after the window time, we had to call them to find out why. Only then did they tell us there’d been a breakdown with ONE of their trucks so no delivery would be forthcoming. It can, of course, be rescheduled to have us sit around for another delivery that likely won’t come. Forget that everything was moved and packed away or that we took the day off work to accommodate the delivery.
When I talked to the a Manager, she had the audacity to talk to me like I was being unreasonable in my request for an alternate solution. The sales guy actually laughed at me and told me to go with a higher priced competitor.
A deal is not a deal if there’s no product. Shame on you, Carpet Exchange.

Aurora, Colorado– Purchasing my first home was an incredible process that Carpet Exchange tainted. I really looked forward to making the house my own and had planned several renovation projects. One of the larger projects on my 3 year old home was new flooring throughout. I had a beautiful tile installed and within a couple of months the grout started coming out. I called Carpet Exchange and they sent the installer back out to repair. The installer, Jason, requested I contact him directly for repairs and I did so on two additional occasions. The third request was met with a demand of a $ 300 repair fee. I was so fed up with the poor quality of work, that I contacted Carpet Exchange directly again. They refused to help because I was outside of my 1 year warranty even though once a quarter their work needed repairs. The tile looked awful because the grout continually crumbled and several tiles had cracked. Mike, Carol, and Gary were not helpful, did not return my calls, and when I appeared in person they gave me empty promises of «doing what they could to help» which ultimately meant avoiding me. Finally I brought a third party flooring specialist out and they indicated the entire floor would need to be replaced. I got a second opinion. Same consensus– total loss. I took my notes, call records, email records, photo history, service records, and the two independent flooring specialists into the store to address the findings which showed improper installation. The flooring specialists shared their itemized extensive findings and Carpet Exchange agreed, after 4 years of headache over this, to replace the floor. Lo and behold the person that I corresponded with regarding the replacement resigned and then Carpet Exchange pretended to have no knowledge of the agreement. Thankfully I had just enough email evidence and finally the floor was completely replaced at no charge to me… Although at one point I was asked to pay a sum of money for completing the project. The nerve. I also had to pay for the independent flooring specialists. Steer clear of Carpet Exchange if you want a company that stands behind their work. Clearly Carpet Exchange does not… Unless you have a mountain of evidence.

While shopping for new flooring for our basement, we received excellent customer service from Jason, who had just transferred to this store from a different location. He asked us lots of questions, showed us around, and told us about several different types of carpet. He even let us borrow a sample board free of charge. We decided we didn’t want to pay the price for the luxurious carpet we selected and needed some time to think about it.
The next weekend, we went back to the store to select different carpet but Jason was no longer at that store. With little further assistance from the sales staff, we found our second choice, paid our deposit, and got contact information for the guy who does the measuring. Once the measuring was completed, we scheduled installation and they showed up promptly with a call beforehand to let us know they were on the way.
We were told that the measurer was a subcontracter and that the installers were Carpet Exchange employees, which seemed to hold true. During the installation, the crew supervisor informed us that the measurer didn’t do his job correctly so there wasn’t enough carpet to finish the job (they were able to do everything but the smaller of the two bedrooms).
After a week’s delay, the entire job was finally completed. Except the second time we had too much carpet left over. Mr. P. traded voice mails with our salesperson to try and set up a time for them to come by and pick up the extra carpet. Since the sales guy never followed up with us and since we were never charged for the additional materials, the extra carpet is now taking up space in the garage.
Overall, I’m happy with the carpet (even though I didn’t want carpet in the first place but that’s another story) and the install job. Carpet Exchange is a Colorado company and I love supporting local businesses. Hopefully we are done buying flooring for our house but the next time I need an area rug, I know where to go.

I purchased my carpet and everything was delightful until recently when I noticed a snag and that it was pulling away from the wall. Now that I have a problem they have been completely unresponsive. The fast-​talking sales person is nice, don’t get me wrong, but it’s been a week+ and no response when he said he would get back to me. My mom had MAJOR problems with them and they wouldn’t fix the carpet (she’s still living with the bulges). They assured us things had changed when we bought mine. I will tell you, this is not the case. Great with the initial sale and awful with taking care of the customer. I recommend going somewhere else.

Not a good experience. They are dishonest people. They billed me $ 400 extra to move furniture and claimed I approved the charge. I had already agreed to $ 140 for them to move furniture. This was a 2 bdrm appt. that had no large furniture left in it. The installers thought it was a good idea to toss the old carpet out the 5^th floor window into the parking lot. The HOA was called and these guys were surprised this was a problem. No one was injured and no vehicles damaged thank goodness. The installers claimed to have had to use the stairs which slowed there work. I sat in the lobby the whole time they were hauling carpet by way of the elevator. Carpet Exchange managers had no problem with any of this. I will make certain that everyone who lives in Heather Gardens is aware of the quality of people they are dealing with.

I have purchased tile before from another Carpet Exchange location. Great price, product and service. However, nothing compares to the service at the 2121 S Havana Street Location. Specifically from Janel Wilson. This fine young lady knows her stuff. If you want someone who is friendly, not pushy, seasoned and experienced, you need to see Janel. She is proactive and goes out of her way to make sure everything is right. It is hard to find superior service these days, Janel will take care of you and help you stay within budget and get you just what you need.

Really fair pricing in carpet. Sales people are helpful and extremely knowledgable. Helped guide us through our selection and purchase, very patient when we had second thoughts on the color. I’d reccomend them to anyone.
Installers were great! They are sub contracted for CE, but are excellent. Did a very good job and paid close attention to detail.