Carpetland USA
Reviews and Complaints

We bought hardwood flooring from Carpetland USA, Rockford, IL in June . We paid 28% upfront on a credit card. The store ordered the product and set up installation for August 20. We adjusted our plans to be available on that date. But the installer didn't show up, so we called the store. They said they would call us back, but they didn't. The installer eventually arrived and explained that he had car trouble and had called the store, but they didn't inform us. The installation went well, except Carpetland later told us that one of the flooring components was wrongly ordered and would be reordered urgently. Since the job wasn't finished, we didn't pay the remaining balance and said we would pay when everything was installed. They said it was okay. A week later, we checked and found out that the component hadn't been ordered, even though they said it would be fast-tracked. They assured us it would be ordered and we would be notified. On the same day (August 27), we noticed on our bank statement that Carpetland had taken the balance payment from our account without our permission, using our credit card number. We called and they said that's how they do things in their business office. We told them that a business should never deduct payment without authorization. We also mentioned that we were ready to pay in full once the job was done. They didn't comment and didn't send us a receipt to confirm payment in full. We had to call our salesperson to ask for a receipt. A few days later, we were called and told the installer would bring the component and install it sometime during the week. We said this was unacceptable as we needed to make arrangements to be home. We didn't hear back from them. We called again and were given a time that didn't work for us. Finally, we managed to arrange a time, but the part got damaged during installation. They had to order a new part, which was finally installed successfully on September 10. This completed the job, two weeks after they took money from our credit card without permission for a job that was supposed to be finished. Throughout this ordeal, we contacted Carpetland multiple times. On at least two occasions, we were treated rudely. When we asked to speak with the president of Carpetland USA, someone came on the line and listened to our concerns. Later, we were told that the person we spoke to wasn't the president and that he didn't know about our situation (according to the salesperson). During this whole experience, the salesperson followed up and respected our concerns. The installer did a very professional job and understood our worries. There are three things that need to be resolved or explained: 1) The lack of communication at Carpetland. They didn't pass on messages about the late arrival or updates on incorrect components to the customer. 2) Taking money from a customer's account without authorization and without completing the contract, and having to ask the salesperson for a receipt and confirmation of balance paid in full. 3) The rude behavior of (apparently) management personnel at Carpetland and their complete disregard for a customer's valid concerns.

A $19,000 MISTAKE! I should of known when I had to call numerous times to get a quote completed. Or when the installer called in sick on day one. Or when we had to ask for a tool back that he took from another contractor on our job. And it was downhill from there. It took me forever just to get a quote from the salesperson. I called to request a different sales person and was denied and put back to the original person. I went with it and moved forward. Fast forward to signing the contract, waiting a few weeks for the flooring and having the installer show up. First, let me say that the job was scheduled for 5 days. This ended up taking 16 days to "complete" after product arrived and sat for a week (so this had nothing to do with supply chain or material issues). Installer showed up on day two at 8am, looked around at everything, then left and didn't return until later that afternoon. ***n, we were told that our subfloor would have to be sanded, and until we paid an additional $500 direct to the installer, no work would be done. We reluctantly paid the money because we really had no choice, then proceeded to prepare the house for sanding, which was not something that was expected, put into the original quote or even mentioned as a possible scenario. After sanding had just begun, the installer took a call (on speaker phone) from a very angry female sales rep with the mouth of a trucker, as they say. Next thing you know, the installer packed up and left, saying he was going to take care of an angry customer's job in ***. In sum, being pulled off our job, to go to a more important, or more angry customer than we were. He didn't return despite telling us he would. This was a Thursday. He didn't return until the following Tuesday. Because sanding started before he left, we spent that weekend shrouded in dust. *** antics continued, with the installer coming and going over this 16 day period. Telling me once he had to leave to go put in flooring for a friend, then had to go to empty his truck in Rockford, help a friend move, go to the bank, go let his dog out, etc etc. ***re was one day I was frustrated and sent a detailed email to the sales rep. *** next morning the installer marched in and said, "So, I hear you're not happy. I read your whole email." I was uncomfortable and put on the spot with this guy...disappointed that my email had not remained confidential. At one point, I was even called a typical woman by this guy. In addition, I tried to reach the owner by phone and was not allowed to reach him, continually put back to the sales rep by anyone that answered the phone. ***n... *** "custom stained" shoe. What a disaster... *** installer prestained all of the material outside without ever bringing in a piece to see if it matched, or asking us if we approved or liked the color. I came into the room when half was installed and noticed it wasn't a match at all. I asked him about it and he agreed and said maybe it needs a second coat. *** second coat did not do the trick. At that point he got angry because he told me I'm the only customer he's ever had that didn't like the color of the shoe. He said he'd get more wood (making it a point to tell me what it would cost), then left, returned 10 minutes later to tell us there was no wood available, then didn't show back. As for other technical issues, I have many complaints. *** flooring is a pretty floor, but we were left with no transitions in the doorways, the carpet at the stairs was removed to put in a stair piece and never replaced properly, we have damaged boards, boards placed too closely together, boards that move and snap underfoot and there is a large portion of the floor where all light boards were used and doesn't match the scattered board look that hickory should have. Plus, we removed most of the carpeting and tack strip ourselves and moved all the furniture. This guy was MAD and left with choice words. *** only solution I was given was to have the same installer return (laughable). In sum, RUN!

So, I went to Carpetland USA to get some carpet installed in my home. I waited for a whole month, but my salesman told me that he couldn't find an installer. He suggested that I go somewhere else and promised to give me my money back. When I finally went to another store, I found out that my salesman was not available because he was out to lunch. I approached another salesman and asked for assistance. However, he gave me a lot of trouble and refused to give me my money back. To make matters worse, he even kicked me out of the store. I was really scared that he might attack me.

We had them put in a wooden floor. There is a difference in the height between the kitchen and living room area. They were supposed to make it all level. I am in a wheel chair and cannot move between the rooms. They claim their best installer did the best he could with a transition between rooms. They never had this checked with us because had they they would know this is unacceptable for my disability. We have paid to have the job finished despite them telling us it was not able to be done.

We had them put in a wooden floor. There is a difference in the height between the kitchen and living room area. They were supposed to make it all level. I am in a wheel chair and cannot move between the rooms. They claim their best installer did the best he could with a transition between rooms. They never had this checked with us because had they they would know this is unacceptable for my disability. We have paid to have the job finished despite them telling us it was not able to be done.

I complained last summer and Carpetland said they were fixing the problem. It's been about a year and the issue still isn't resolved. When I bought my house, the bedroom floors were all bent. The contract promised they would fix it. I purchased the place in June , so it's been almost 4 years. Now, Carpetland can't even match the floor color because they've dragged this issue out for so long. They offered me some money to "go away," but it wouldn't come close to covering the replacement cost. My floors are still bent, and Carpetland doesn't keep their word when it comes to making customers happy. The floors were already damaged and should have been fixed before I moved in.

I got carpet installed by Carpetland USA. They installed the carpet and ordered the carpet for me. The first thing they did was not scrape up the old padding and just put new padding over it. I also ordered an extra remnant for a room downstairs in the basement. I made sure they knew not to install it and specified that on the paperwork. When they came, they carried the extra piece downstairs and cut it. Now there is an extra 3 inches of space between the edges of the wall and you can see the cement. I want a new piece of remnant, but they told me they are not responsible for what the installers did. I asked them if they paid the installers to install the downstairs piece and he said no, they had not. I had very specific reasons for not wanting that remnant installed as we are doing renovations down there. I know the paperwork said not to install it. I have also never heard of such a thing of not removing the old padding.

I got carpet and fancy vinyl from Carpetland in May . They said it would take 2 to 3 weeks. But it took them 6 weeks. I asked them to put the carpet in because I just moved and wanted to unpack. I showed the person who installed it the rooms and told them which colors went where. They didn't even know there were 2 colors. They put the wrong color in the wrong room. And when they finally put the right color, they left a big cut in the carpet. I told Carpetland about this many times, but they still haven't fixed it. When I told the installer, he just said, "Too bad." I had to wait another month for them to order new carpet. Four months later, I finally got my vinyl. I gave Carpetland 6 dates when I was available in the next 3 weeks. But those dates came and went. When I contacted them again, they said they would call me "tomorrow." It's been 3 weeks since then and they still haven't called me or scheduled a date.

When I bought my house from Ambassador, the bedroom floors were all messed up. The contract said they would fix them, but it's been three years and nothing has been done. I've talked to Ambassador and Kevin from Carpetland a bunch of times, but still no fix. Kevin wants to send a contractor to tear up the middle part of the floor and put in new ones. He even offered me $500 to make up for it. I've had four contractors come by, but three of them said they couldn't fix it because there's just too much work. They all said the whole floor needs to be ripped out and fixed, board by board. It might even mean redoing the whole house floor. And if they tear up the middle part, it's gonna cause even more damage and more messed up boards. I want Carpetland to either fix the floors right or hire someone who can. You can totally see and feel how messed up the boards are, but it doesn't show in pictures.

Date of transaction: Order date was 4/11, Completion date was 2/8/2022. Total amount of money paid to business: $5705.00 (down payment of $1000.00 plus balance of $4705.00). Business committed in writing to the following: Asian Walnut H0207, Small Leaf Acacia 275 *** 3/4" solid 3 5/8 wide. Installation in LR (living room) and Hall. Carpetland will T/O and dispose of existing carpet, particle board and tile. Carpetland will supply and install 7/16" DCXwood to even out floor. Carpetland will supply and install new baseboard and transitions. Carpetland will move furniture. They had an estimator come to the house to verify the square footage required to do the job before ordering was completed.

Nature of dispute: Upon completion per contract, I owed a balance of $4360.00. But at completion, I was told they would not leave until I paid a balance of $4705.00. I paid this amount by check even though it was more than what the contract specified. Order Number was "No. ***" on the contract I was provided.

I feel I should have only had to pay them the original contract balance of $4360.00 and that they should have to refund me the difference ($345.00).