Carpet Castle, Inc.

Over the years we have had multiple experiences with purchasing flooring and by far this has been our worst experience! It started with the manager cutting our living room carpet fttoo shortWe had all of our furniture out of our living room as agreed upon(all over our house, I must add)The installer came as scheduled and was not aware there was a problem with the carpet until after the pad and tack strips were placedThis left us with our living room furniture in various rooms of our house and exposed tack strips all over our living room bordersWe had to initiate the call to the manager of the store and we were told he placed another order right away and it would be weeks and we would have the carpet installed immediatelyHe did apologize "human error" and the only offer was to bind up the remnants for us..really? Two weeks went by and once again we had to initiate a call to Carpet Castle to find out why we have not heard from themAt this point, we had been living with furniture all over our house and unable to have our young grandchildren over because of the exposed tack stripsWe were told it would be another weeks for the carpet to come in- weeks!! We asked for 30% off the cost of the carpet for our inconvenience and all he would offer was $offWe requested to speak with the owner and the manager refused telling us we have to go through himWe moved some of our furniture back into the living room and my husband placed thick cardboard over the tack strips so we could have our Memorial day family partyWe found the name of the president of the company and sent a certified letter explaining the situation and what we are requestingShe did call us upon receipt of the letter and again only offered $off and they will move the furniture back out of the living room at no cost to usWe should just be grateful for the apology and what they are offeringThey could not do more "because they would be losing money"Again, we had to call the manager at weeks to find out if the carpet came in, no proactive communicationThe installer came by himself and had to move the furniture himselfHe did a very good job with the installationHe never left an invoice or ask for the remainder of the money owedI never received any paper work this whole time regarding the carpetThe very next day, we received no less than calls from the manager, requesting the balance due or will be sent to collections! This was the only time he actually called us, not once prior! The owner actually called! We couldn't talk to him before, but when they wanted their money, they were quick to communicate! The manager was not even aware we were not left with an invoice or asked for payment after the carpet was installedI requested an invoice which was sent in an email and I told them I would send them a check for the balance dueIn my opinion, this is not the way a business should be runGranted this was "human error", however, it placed their customer in a very inconvenient situationInstead of being proactive and trying to make their customer happy they were only concerned with how it would impact their businessApparently, they are not aware of how word of mouth and social media can impact a business, or just did not care!
There are MANY flooring businesses in the area, I suggest you visit one of them for your flooring purchase!