Carpet Exchange

Seems like you’ll get anything like decent customer service only so long as you let them install it.
Even if you go in there to purchase the carpet explicitly stating that you /​your friend will install it, they will not cut it for you when you pick it up… and they won’t mention that at the point of sale. It’s a super fun surprise when you pick it up. Yay! So you better use their contractors rather than your own, or be ready for this.
I’m actually pretty furious about this as my brand new carpet will need to be laid out and cut in a parking lot. I called and Allen chuckled, oh NO, we would NEVER cut carpet we didn’t install. …
«We?» Too bad I know that you use contractors, Allen. Too bad you didn’t tell me this when we talked about my clearly communicated plans. A small service could have made for a 5 star review, but I am now sincerely dissatisfied and will never again do business with this place.

DO NOT USE THIS COMPANY! This is the worst and most frustrating experience I have ever had, and I’m an attorney! I would rather deal with criminals than go back to this store! After four inspections of my kitchen laminate flooring, and three written reports, I STILL have a hole in my floor, it moves underfoot, and there is a giant bowing to the whole thing. The last inspector confirmed the installers glued it down, which is what I told the second inspector a year ago. The first inspector claimed the product itself was defective. At this point, I’ve asked Todd Faulkner repeatedly for my money back and he absolutely refuses. I am contemplating suing at this point, but I should not have to go to small claims court to get only $ 1500 or so back from this company! This is insane. I’ve filed a BBB complaint, but this is out of hand. A year later, and I still can’t use a mop and bucket to clean my floor. Todd won’t even answer my questions any more, and refused to provide the inspection reports. He continues to insist they’ll just «send another installer out.» He can’t even tell me whether that installer will bring fresh product with him, or whether they’ll tear up the glued-​down stuff and just reinstall the same pieces. This will be the THIRD time this same flooring has been installed. Whether it’s the product, or the installation, I don’t much care. I just want a refund and to WARN EVERYONE AWAY!!!

I would like to thank Evelyn B at Carpet Exchange for reaching out to me to find out more about my experience with the Golden Store. Hopefully things at that store will improve in the future.

I do not know where to start with horrible experience I had at Carpet Exchange when I recently got my kitchen remodeled. First and foremost, the sales staff and management could care less about the customer. They are unresponsive, incompetent, and disorganized. I had to follow up FIVE different times to get my counters templated. I was lied to on multiple occasions about what was to be included in my quote, and of course, once templated my quote was off by $ 1,200!!! The day before my tear out and no one had called my wife to give her an approximate time of when they would be there. I had to call Carpet Exchange and my file had no record of who or when the counters would be torn out. I was given absolutely no instructions or documentation on how to keep care of my new granite countertops. And finally, I was told that my tile order would take one week… A week goes by and I send an email to the assistant manager asking when the backsplash would be installed… and her response: «Talk to your salesperson» (even though I had placed the order with her a week prior). Low and behold my salesperson lets me know that I will not have my backsplash installed for another month.
I can honestly say I have never had worst customer experience in my life.

I had a terrible experience with both sales associates – Alan and a woman whose name I didn’t catch.
The woman rolled her eyes when I began to speak to her letting me know under no uncertain terms, I was bothering her. It was extremely rude.
Alan was absolutely no help. He pointed to where I could look for tile but offered no advice. He pretended to act sincere when asked a question but his inflection reeked of phoniness. Reminded me of a very slick and insincere business man.
I ordered and paid for some tile but decided not to take it. Under their policy, I wa allowed a full refund. However, they kept my money and didn’t give me a full refund until over 30 days and numerous phone calls later. I refuse to do business with such a shady organization again. My advice… stay away.

I frequently do business with Todd Faulkner and have always found that he and all the other staff at this store to go above and beyond expectations to be courteous, helpful, and informative. I truly appreciate their excellent customer service.