Carpet King, Inc. - Mpls

Novebmer 2019. HIGHLY frustrated and disappointed with the service of this company. Chose laminate flooring from their Maple Grove store and gave information to my contractor. Despite multiple miscommunications and unreturned phone calls, my contractor was FINALLY able to order the product over the phone. The salesperson/manager said he would confirm delivery date and again communication was limited. Contact at Carpet King didn't know anything about the order and salesperson was off for a few days. When product was delivered, my contractor was asked to sign for the delivery that was left on my driveway because company would not bring into house. This signature for the flooring was the FIRST time any paperwork was put in front of my contractor. Therefore, he was NEVER informed of Carpet King's return policy until the product was delivered. When my contractor entered the Maple Grove Floor Expo / Carpet King location to return the extra flooring, he was met with rudeness by the salesperson/manager, who said "NO returns, you need to look at your paperwork." Again, return policy was not communicated BEFORE purchase of product. When I went to speak with salesperson/manager at the MG location, I too, was met with rudeness. When I was presented with the signed order (again, signed at delivery--no prior knowledge of return policy), the salesperson/manager said "You think YOU OWE ME an apology?" The answer is a resounding NO! Now I am left with 4 unopened boxes of flooring and a WARNING to consumers to NOT purchase from Carpet King, especially the Maple Grove location unless you are SHOWN the return policy BEFORE you order.

Jan 2019 we met with a salesperson at our home. We told him our needs for a pet-friendly carpet, especially with pet urine accidents from our elderly dog. He told us that our best option would be Mohawk Air.o Fresh Start II which has the pad attached and is taped down to the subfloor and when/if our dog would pee on the carpet, all we would need to do is lift the carpet up at the seams, put a pan underneath, rinse the carpet and padding with water - let it dry, and then simply tape the carpet back down. This sounded great - so we bought it for $3500. On the day of installation, the crew who came to install (who barely spoke English) started to staple the carpet down. I interrupted them and said "No, this type is supposed to be taped." They all looked at me funny and one said, "No, you need to staple, otherwise no vacuum." I assumed they knew best - so even though I felt like they were wrong, I just let them staple it down (to the subfloor, no tack strips). Even though we bought special pet carpet, we put gates up surrounding our living room to protect the carpet. 10 months later, our dog was in the living room and had a pee accident. I didn't know or see this until I smelled it, so I'm not sure how long it was soaking there. I sniffed the carpet until I found it. I tried soaking it up and then used a carpet cleaner, which made the smell even worse. Now I had to decide what to do, since they installed it wrong, in order to clean it the way the salesperson told us, we'd have to pull the staples up. I called the salesperson, he sent a crew over and they told me that if they pulled the staples up, someone would need to come re-stretch it. I assumed I had no other choice, so I had them pull it up and I then rinsed it the way the salesperson told me to. I asked the salesperson why the smell was so strong, he assumed it was because the type of fiber this carpet was made with. I spoke with the customer service supervisor, Guiliano. He said we should get the carpet professionally cleaned. I stated that because we will continue to have dogs, I don't see how this carpet will work - since it's not the way that the salesperson told us. I also spoke with Mohawk, they said they never heard of that way of cleaning it (pan and water). I've now waited over a week for a response from Guiliano. I also tried emailing corporate office.

Bait and switch 100%!!! We dealt with the apple valley/burnsville location and the salesman agreed to a price for their level 2 "better" carpet choice. Day of installation they show up with level 1 cheap option. The best part is this...they said I should have known better than to sign!! The salesman Dean agreed that we only spoke of the level 2 carpet, knew full well that is what I wanted but HE wrote down the alternate description in the form (which I could not have known) and somehow that is my fault. They gave me the run around and had the worst, the WORST customer service I have EVER experienced. And cherry on top? They charged me for the whole installation the moment the installers arrived. With all the run arounds and their games I canceled the entire thing. Yet.....the refund will be the mystery. My bank has been notified. Run from carpet king!!!

This is the letter I wrote them and got no response! Carpet King, Burnsville MN

Hi Isabel.
This is *** Hampton Mn. Please forward this letter to upper management.
Soon I hope my questions will answered, and be done with frustrations, with this company. I'm not sure who dropped the ball, Dean (sales man)or Carpet King! First when stuff was back ordered I got NO phone call. Dean called after a couple weeks to tell me we had to pick new grout. What? 2 weeks!!! That floor should have been in and done as promised. Picked new grout, still no floor. I had to call you to see what was going on.
Then your company controller, must be too busy to contact me, a paying customer, after the financing screwup??? Im making payments and NO FLOOR, wow. I have never been charged money for a product I haven't even seen yet!!!! This should have been stopped and redone. I am a customer spending money at your business and have waited a long time with no explanation. This is just not right. I am spending over $7000 on flooring and how much more disconnected could a company be??? I never received an invoice telling me what was ordered and charged to me. How many boxes of tile, how much transition, How much molding? THEN I have to contact you to get warranty information. Most reputable companies give you ALL of that information with having to ask. I WANT TO SEE WHAT I WAS CHARGED FOR, ON PAPER, PERIOD!
I know a lot of people just waiting to see my floor, BUT I will never recommend they use Carpet King.
Ill be waiting for the paperwork I requested.

We purchased vinyl plank flooring from Flooring Expo/Carpet King because we wanted to be able to lay the new floor on top of the current layers of vinyl tile and linoleum already in our kitchen. The installation purchase agreement stated the new flooring would be laid on top of the old flooring.
On 4/26/19 the Carpet King worker arrived and my husband confirmed again that the new flooring should be laid on top of the current floor. The worker went ahead and ripped up the original floor. My husband asked the worker to stop, based on concerns for asbestos. The worker said he would “cover up” the problem. His boss was called and he dismissed the problem. My husband insisted that the flooring be tested for asbestos. It was confirmed that the original linoleum contained 8-10% asbestos. During all of this the management at Carpet King showed a lack of responsiveness.
There was asbestos abatement in our ENTIRE home since the kitchen area was not contained. We were forced to stay at a hotel for 3 nights. The baby’s room was near the kitchen and that door was open, and the asbestos workers indicated we needed to throw out any fabrics (clothing, etc) in the room.
Carpet King indicated they would pay for the hotel and household items that needed to be replaced. AFTER I submitted receipts, Giuliano Pascu, customer service manager, said we would need to “sign a release” for the money. My husband and our entire home were exposed to friable asbestos particles! Now this business is trying to bully us into signing a release of liability.
Another example of their questionable business practices, the purchase agreement states that if the job is cancelled prior to installation, there is a 40% restocking fee on materials. We have requested the 60% back since the installation is cancelled and we have no intention of allowing these people back in our home. We are being treated differently than other customers because Giuliano *** states that we can not have the 60% back (SEE BELOW)

We purchased carpet and pad for 2 rooms in our home Jan 2015. We recently reached out to file a complaint to have the carpet warranty for pet stains. In talking with the rep they informed us that the carpet mfg would probably not cover it since we had not had the carpet cleaned professionally every 12-18 mos. However at the time of purchase we were never informed of any such parameters nor were we provided any warranty information from the carpet manufacturer. As a matter fact we were told just the opposite by the sales person. Previously I had always maintained my carpet by professionally having it cleaned But the person actually told me that by having the carpet shampoo that we are taking away the life and leaving it at risk for greater dirt attraction.

There is an underlying responsibility on the reseller of a product to provide us information or direct us to a website for maintenance if in fact that is a parameter of the warranty.

Carpet King was contracted to install my Laminate Flooring after I had some water damage. Job was suppose to be completed on June 18th and I still pending completion today( Aug 2 ). What was completed was not very well done with planks being installed damaged. I pointed this out to the sub contractor and he said this would be fixed. He was a no show 2 times making me wait on my days off from work so I called Carpet King and stated he is not welcomed on my property based on unprofessional, lies and disrespect to me. Carpet King said they would make it better but sent the same sub contractor to home home which I rejected. Right now the contact has no completion date which is unacceptable. Carpet King was given multiple attempts to resolve this but failed to keep there end of the bargain.

I had carpet king install nearly $4000.00 in my home. The salesman was very smooth. It was installed & that was the last I heard from them!! My calls only resulted in leaving a message.. Not one word from anyone. Now that is great customer service!! I would not buy a throw rug from Carpet King!!

Excellent service from entering the store, professional, friendly and knowledgeable staff, pricing of carpet was reasonable. I will definitely use Carpet King for all of flooring needs.

Susan and her Team at Carpet King, Flooring Expo in Maplewood, MN were wonderful! I used them to re-carpet my whole home this fall. It costs less than $4400, and this included the installers taking up and taking away the old carpet. I just had to move the furniture.
Everyone was so nice and my new carpet looks great!!! Thank You, Jennifer

Carpet King went above and beyond my expectations!!! From William*** in sales through the installation was top notch quality!!!

I had wood, tile and carpet installed by Carpet King. Had an excellent experience throughout the entire process. I walked into the Cn Rapids store not even knowing what I wanted and feeling bewildered. The sales person did an extraordinary job of helping me make choices that blended together and worked with my existing decor. The quality of work form all three installers was excellent. The process went smoothly and completed when promised. Love my new floors!

In Nov. of 2016 Carpet King installed carpeting in our combination dinning/family room. They put a seam right in the middle of the room. I called because it looked terrible! The owner said to wait 3-4 months and it would settle down. It didn't. He had some person come out to see if the seam was put together right and she said it was. It is tight, but is raised and very noticeable. We asked for a new carpet with the seam in the doorway where the other 2 carpets we had installed were placed. He has refused. I know why he asked us to wait because after all those months its too late to go to our credit card company to resolve this. We never agreed to have a seam in the middle of the floor it must have saved him money.