651Carpets, Inc.

Absolutely amazing! If I could give them stars I would! Excellent customer serviceI was very indecisive but they were patient with me and helped me every step of the wayTrue Minnesotans, every person I worked with there was fantasticMy granite looks perfect, I couldn't be more happyI'll definitely be returning!

We had carpets from installed last week from a recommendation from our son and could not be more satisfied The salesman brought us samples in our color, style and price range without overwhelming us with a lot of choices The installers were just the BEST and I would request them again

I am rejecting this response because: my husband left 'message last week to schedule a time and no one has returned his callThe date and time your installer was in my driveway was not scheduled with us and we were both at work You cannot just show up and expect someone to be home when there was not a time scheduledI will be home from 12/20-12-I would like someone to call me today ###-###-#### to schedule a time to repair

Carpets is scamming customers by overcharging them for product and services, but then secretly changing the measurement numbers and delivering fall less carpeting When questioned numerous times prior to the installation and after for a detailed breakdown of our charges (e.g., cost of carpet, pad, installation, etc.), we were told numerous times they would email us this information However, now that the carpeting is installed, we were informed Carpets will never provide a detailed breakdown of their charges Subsequently, we are unable to ensure that we received the KQRS $credit for mentioning their ad through the radio, but yet the initial work order states a 10% discount without detailing what that amount is from the original cost
However, as you see on the initial Work Order, which is the carbon copy, it stated we needed square feet of carpeting and moisture padding for a total amount of $2,904, which we questioned twice since the amount of carpeting seemed w

My experience was not positive at all Job was fast done, but quality was not goodYou can feel nails and bumps underneath the carpet, wooden plinths were left laying in one bedroom, no check list was left for us to go throughAdvertisement says that if you order carpet for $or more, pad, stairs and installation is free I got $order, and they told me that I am not eligible for that deal When I called to complain about job done, I got no call back I will never go back and will never recommend this company to anyone

We are certainly disappointed that the customer is not fully satisfied with their selection and purchase with our company. We have fully installed the product that was signed off on during the time of sale, and we have made sure that the product that was installed matches the work order.
The customer is wanting a different color of the same style carpet than what was signed off on and paid for at the time of the sale. After signing off on the "no cancellation" form we cut and readied the carpet specific for their project. We talked with the sales consultant for this project and he said that both colors were mentioned as options, but that the customer ultimately went with the Oxford. We have included both the signed sales order slip and signed non-cancellation form. Again, we have verified that the customer received exactly what was signed off on, and there are no issues with the installation. Our Quality Control Manager has been in contact with the customer a few times, and has even offered a partial refund to try and appease the customer. There is no issue or fault from our company, but we do strive to have happy customers. Thank you for reviewing this complaint-

Initial Business Response /* (1000, 5, 2014/09/29) */
We are sorry to hear that you had a negative experience with 651-CARPETSWe strive to make all of our customers happy, and it is disappointing to hear otherwise!
Unfortunately after reviewing your work order and payments received we
are not able to offer you any refundIt is our company policy to take in a 50% deposit on any work order an product ordersThis is the "re-stocking fee" that I am guessing you are referring to? It looks as if you only put down $when you should have been charged $for the 50% deposit required on your signed work order ($total)We take in this deposit for the exact reason statedIf a customer cancels we are out on the carpet that we order "cut to size" for each jobThis is a major expense to hold carpet in our warehouse and inventory when we are not able to return to the manufacturerAgain, we are sorry that you chose to go with a different company after signing and agreeing to our terms in your contract, but we have the 50% deposit policy in place for this reason with all customers
On the bright side, at least it only cost you the $instead of the $that it could have cost you? In all actuality you still owe 651-CARPETS $537.00! I will send the Revdex.com your signed work order for review
If you would like to have the work done that you committed to we still have the carpet and can get it done as soon as you would like? Again, we are sorry for any confusion or inconvenience this has caused you-

Ozzy came and quickly patched a little hole in the carpet He was super friendly and did a great job!

Carpets installed carpet in our townhouseAs apart of the service they were to remove carpet and move furnitureThe installers made dime - nickel sized holes in our wallsI have contacted my sales rep after calling carpets customer service line timesThey do not answer nor return messagesMy sales rep said he was going to take care of it and have them call me and they have yet to do that as wellI’m simply looking for Carpets to pay for the bill to fix the walls they ruined

We received an estimate for new carpet for our home (1400+ sq/ft of carpet) for $5,from Carpets sales representative Justin on 7/23/ We decided to move forward with the estimate I (Jason) called Justin on 8/6/to request that we move forward with the purchase as long as they could get it installed yet that week(They advertise next day installation) Justin said he had to make sure they had the carpet in stock before he could confirmHe called me back later that afternoon saying, yes, they did have the carpet instock, and they could install it on Thursday, 8/9/Justin said we had to pay 1/of the $up front for them to schedule the installationI provided Justin my credit card number over the phone, and authorized a $payment with the understanding/agreement that the carpet would be installed on 8/9/ I had to take off work in order to ensure I was available during the installationI was also told by Justin that I needed to clear all but piec

I am seeking more information from this response because:Our concerns were validated in that the carpet was not holding up as it would be expected & that the installation was done in a way that would not meet high standards or quality workAs far as the best forum to pursue submitting our complaints go I’d beg to differ in our experience & response. We made prior reports of our dissatisfaction knownThe 1st of which was immediately following the initial installation years ago and the 2nd direct communication to 651Carpets occurred on at which time I was asked to submit pictures Immediately the next day I emailed detailed concerns and attached several photos to support these concerns. It was with this I was told to expect a response within weeks. Following weeks without so much as an email response I chose to pursue the complaint through the Revdex.com. We’ve appreciated the responsiveness and follow through from Justin at 651Carpets & the willingness to work towards a desired response. Your company website states: “We know flooring is a large investment and we will protect you and your investment. At Carpets, we give you great products with great warranties that provide years of coverage on your investment.” AND “Our certified installers are the best in the flooring business, and we guarantee it with our lifetime installation warranty.” With this, I am challenged by the response of 651Carpets stating that claims submitted over year of installation no longer cover labor costs? We accept the offer to have the carpet replaced. However, before assuming any labor costs for this replacement, I am seeking to gain understanding and receive a response to my above stated question. My last request, which I feel is a fair request is that I’d want confirmation that the installation crew comes with well-known experience and that their work is known to be quality work so that the job will be done without error this time. Thank you, Tara ***

We purchased carpet for our most of our house that was supposed to be "pet friendly"It was installed in July of this year (2017)We very quickly discovered that ANY liquid that touched the carpet left stains that we are unable to completely removeWe understand that is not the manufacturer, and they supposedly submitted a claim with DreamweaverBut even that was a struggleAt the beginning of September we got a hold of the Installation Manager (Justin), and he told us we needed to contact Dreamweaver directly, which is not the caseWhen we contacted him again, he said he would submit the claim with photos we'd sent him, and that he would follow up with us in a couple of weeksHe did notSo, we called 651, and our case was now being handled by CodyWhen we asked Cody what the status of our claim was, he said that we needed photos to submit the claim, implying that it hadn't been submitted yetHe found the photos we'd sent to Justin earlier and said he'd take care of itW

We decided to go with 651CARPETS for completing our entire lower level of our townhome Went with carpet in the living room, and LVP throughout the rest of the downstairs We were actually charged for the completed project and I had my first bill before even being called with scheduling a time or starting Should have realized that was a problem from the get go We were called the night before the first of two days scheduled for the project and were told someone would be there from 8-to start My wife took a day off for that day, as I would for the next When no one showed up or called by 11am, she called and was informed they were just going to rush through it and do it all the next day Huh? I was assured everything was going to be completed then, but never was After starting to tear out the sheet vinyl, the two man crew decided they did not want to do it, although I paid for it We would have just kept it, and just got the carpeting in the living room, but they already

We call Carpet to get a quote for counter top and they assigned Jamie ***He came home and he gave as $quote without measuring our counter Jamie pushed us to buy the only two types of a counter top because the company is moving and he will give us a discountEven though my wife insist she needs Black Galaxy, he insisted that we can't get Black Galaxy because the company is moving to a different location and it will take more than months to get itFinally, he pushed us to get Uba Tuba and we agree to get Uba Tuba But we told him that we will get Uba Tuba after we see a full counter top made of Uba TubaThen we able to see the full Uba Tuba in Twin Cities Discount GraniteThen we called Jamie and he told that all Uba tuba are the same and he will install for us the same as the Uba Tuba we saw in Twin Cities Discount GraniteThe next day he came he took $deposit and we arranged the install day to be on MondayBut later that day a contractor called and to

We hired 651Carpets after sales person Robert had visited our house and was able to quote us and confirm that his bid was comparable to the other bid(s) we were sharingQuoted was vinyl floor planking, carpeting and granite countertops
9/4/ Crew was supposed to start at 9am-930amDid not showI called Amanda who said she needed talk to the granite manager Was told they had car trouble but did not communicate it They arrived around 12:45pm that dayThat day, the main piece of granite was broke by the workers The quality of other material installed was not goodThe thickness of the granite was also questioned as we are not the experts but it appeared thinEspecially when having a large island with an overhang My wife tried to communicate with workers but there was a language barrier and no one available by phone to discuss The work is not acceptable and we have communicated The sales person felt we were buying based on price and quoted us a lighter product withou

The installers did a great job!

We are terribly sorry to hear that the customer is unhappy with the claim process.  While we do try our best to get claims handled in a timely fashion, they can take up to 3 months to fully process.  Again, these are submitted to the manufacturer and the ultimate decision on approval is...

through them.  We offer a lifetime INSTALLATION warranty for our labor work done by 651Carpets, but product warranties are out of our hands.  This claim was submitted when the customer was in touch with our Quality Control Manager, but the claim department then requested pictures and more information in order to process it fully.  We had a data entry worker employed with us briefly that was also in contact with the customer and was gathering information.  Unfortunately, the employee is no longer with us, but the claim has never been unattended.  There was nothing more that we could do to expedite the claim with the manufacturer and we had no news for the customer.  Our Quality Control Manager is the manager that would be taking any calls regarding this claim.  We are sorry if he has not followed up with the customer more often, and for this we apologize. After receiving this complaint we have contacted the manufacturer to find out that there is an inspection already scheduled with the customer.  We are confused as to why the customer is saying that the claim is not being processed?  We will wait for the inspector to go out to the home and send the report back for approval or denial on the claim.  At this point we will contact the customer with the results.

I am rejecting this response because: The issue still remains of three cabinet trim pieces that I will now need to fix - 1 that they scuffed while putting the granite in (pantry trim piece that they showed me granite was "tight" to fit in there and also the trim piece to the left of the stove that was cut.  I have pictures of those trim pieces after the cupboards were installed intact and not cut if you want me to provide them.  They are the only people that would have had access or done anything to those trim pieces.  I also need a trim piece to cover up the big gaping hole they left to the right of the stove that was not present before.  So that's 3 trim pieces that I need to match to my cupboards - I expect monetary compensation for those 3 pieces.  Their allegation that they have called me or left voicemail messages to which I have not responded are unfounded.  I work from home, my phone is always with me and I even take it out with me when I let my dog out so that I do not miss calls.  There have been no vmail msgs from anyone at 651 -- I have had this conversation repeatedly with my salesperson from 651, Paul [redacted], about no one calling me or leaving messages.  Friday, 12/29/17, Paul relayed to me that Miguel would be at my house 1 pm that day to "look" at my issues.  1 pm came and went.  At 3:30, my doorbell rang and Carlos and Juan were there (from the original crew) with Carlos stating they were there to "raise the one side up."  This, after I specifically told Paul that I didn't want any of that crew back in my home.  I proceeded to tell Carlos that I was expecting Miguel and that they needed to leave my home.  This, again with no phone call, voicemail or warning - they just showed up at my house.  I called Paul to ask what was going on and he said it was another miscommunication - would I mind calling Miguel and he proceeded to give me Miguel's phone number.  I then called Miguel who told me he was "busy" so he sent the other guys.  This was not okay with me.  I have not had any phone calls from 651 or vmail messages from 651.  I "refused" to let Carlos and Juan into my home because I was expecting Miguel to look at my issues because that was what I had been told by Paul.  Also, what I failed to mention in my first complaint was that they blew a fuse in my garage, I tried to find the breaker downstairs that was blown, to no avail.  It turned out to be a GFI but in any event, Carlos told me they were going to have to come in to my home to cut the granite, which they did and which proceeded to dump a BUNCH of dust all over my upstairs from them cutting the granite in my home.  I had to hire a cleaning person to clean the dust upstairs from that and I paid her $50.00.  Her name is Chris [redacted] and I can produce the check I wrote to her to pay for her cleaning services for the dust they created by cutting the granite in my home.  My salesperson, Paul, was also aware that they did this.  What I expect in monetary compensation is as follows:$50.00 for the cleaning of the granite dust in my upstairs living areas/kitchen$22.06 x 3 pieces of trim for 6" x 42" contact filler for on both sides of stove = $66.18$607.97 - Tuscany Pantry - the decorative wall piece that they marred - I don't want it just "touched up" because it will not look new as it did before your crew scuffed it up+ shipping and tax on the above piecesmiscellaneous screws, etc. $500 all day labor for my handyman to take out pantry cabinet, other cabinets to re-install and add new trim piecesAbove comes to approximately $1,300 - I would settle for the $895.00 that I am disputing - that will rectify this situation and allow me and 651 closure on this matter.Thank you for your time and assistance,[redacted]That will resolve the issue for me if they credit back

I am rejecting this response because:
They showed up to finish the carpet install and could not complete the job because the installer did not have the tools to do the job. Story was they were stolen out of his truck. 2nd trip out there he was able to finally finish the carpet potion of the job and left the entire mess behind! Cleaned up none of his carpet fragments and left it for me to clean up after him! Now I have missed at least 4 full days of work because of this company’s mishaps and now I still have to clean up after them too! Where is my compensation now for dealing with all of he nonsense and now cleaning up there mess? Ridiculous!The check I was assured was mailed out November 20, the installer brought with him almost 2 weeks later.Very, very disappointed with their huge lack of professionalism!!

We have been in contact with the customer since receiving the complaint, and although this may be a carpet manufacturing related issue we are going to replace the carpet fully to satisfy the customer.  This order was installed over 2 years ago, and this is the first that we have heard of the...

complaint.  We may have been able to remedy the issue if we had known about it earlier?  Unfortunately, claims over 1 year old do not cover labor.  We would be willing to provide and replace the carpet for only the labor cost. Although we don't think this was the right forum to reach us, we are still looking forward to working with the customer to resolve this dispute. Thanks-