Smart Carpet
Reviews and Complaints

When I had my flooring done I was told it came with a 20 year gaurantee, fast forward 2/3 years and some of the beading in my hallway has literally fallen apart like tissue paper so I contacted customer services and that's when hell on earth began

The reply included that the beading was not wear and tear but damage? I asked about the 20 year gaurantee and was repeatedly ignored so I phoned them, I asked about the 20 year gaurantee but they refused to answer until I gave them my details , on return I asked her to explain it to me but the reply was vague and odd, as in a manufacturers fault etc which makes no sense! I then asked her to put me onto a manager because I didn't like her explanation and she began shouting at me and wouldn't let me speak.. she declared she had explained it 5 times when it was actually twice she then stated that if they were to repair every customers flooring " they wouldn't make any money"? So then I said so what is the point of the 20 year gaurantee then if nothing is covered? So she got mad at me again especially when I asked for a manager .. her reply was I know my job I have explained it to you so you don't need to talk to a manager .. she then refused to let me speak again and ended the call by saying I am banned from calling for a week .. seriously?. So after yelling at me and treating me like crap she then hung up the phone ..

All this just because I wanted to know what the 20 year gaurantee covered and I needed some beading replaced

I can not urge you enough . Do not be fooled with the sales pitch of the 20 year gaurantee.. it covers you for absolutely nothing and they don't want to know UNLESS you are buying from them .. once you have paid them it's game over they couldn't care less what issues you have and seem to like turning it around on the customer .. might I add that one of the door rails had also come up which I had tripped over .. they wouldn't sort that out either so I had to use double sided tape to fix it myself .. I was supposed to come back to them for my bedroom flooring .. nothing in this world will make me deal with these people again . The rudest people I've ever known

They also declared they would charge me 45 pounds minimum to have someone come and fix the problem . So no the 20 year gaurantee covers NOTHING

Just to add I had a phone call from them offering free beading but would still need to pay the 45 pound which is fine however she told me that I had refused the offer when I didn't .. she then stated that she will reply to my comment on here that I refused the offer ..

PLEASE NOTE SHE IS LYING ... I NEVER REFUSED THE OFFER IN FACT I SAID IT WAS REASONABLE BUT MY REVIEW WAS BASED MOSTLY ON THE BAD ATTITUDE OF THE PREVIOUS WOMAN SO NOW I CAN CONFIRM THAT THIS WOMAN WAS ALSO EXTREMELY RUDE AND MADE IT CLEAR SHE WAS GOING TO LIE AND SAY I REFUSED THE OFFER .. SO CLEARLY THEY WANT TO LOOK GOOD

SHE ALSO SAID THAT PEOPLE WHO LEAVE BAD REVIEWS DO SO BECAUSE THEY CANT GET WHAT THEY WANT. . I ALSO TOLD HER I WAS DISABLED AND THATS WHY I BEGAN SHOUTING ESPECIALLY AS THEY WOULDNT LET ME TALK... SHE REPLIED WITH " WELL THAT EXPLAINS IT THEN" SO WHAT EXACTLY DOES THAT MEAN?

I purchased a prefinished hardwood floor from Smart Carpet in 2014. 18 months later the finish began to wear of in several different places. SC sent out a Rep who stated "this should not be happening". SC them sent out an inspector who wrote in his report that the cause of the issue was "excessive wear". I'm not sure how excessive wear is defined but I did purchase a residential product for a home. Smart Carper relinquished all responsibility to the manufacturer Mohawk Flooring a faceless giant in Georgia.

Smart Carpet offered me no solution. Not a repair zero.

Smart Carpet will not advocate for you and they DO NOT STAND BEHIND THE PRODUCTS THEY SELL. Run away from Smart Carpet.

I would not buy smart carpet s again! The guy who comes out (Ross) talks and talks a good game but thats what it is a game to sell carpet! Who even knows if the carpet I paid for is the one they lay. Which they can't even get that right! My carpet looked as if it was rolled out and not nailed down. I was able to lift almost my whole carpet along my walls! I asked them to come out and fix it, they sent the same people, with exception of one different one, guess that will make the whole difference on how it will be laid now! This was after I had asked them twice NOT to send the same company out but they did anyway! Which was Vinny's flooring and carpets from Long Branch NJ, if you get them watch out! Why would I want the same people to fix a job they couldn't do right in first place. Anyway still not the best job after but I am to busy to keep having someone come out to fix this job. Smart carpet managers there seemed as if they could of cared less of my problem too! So please don't go with this company if you are shopping for carpets!

I had Smart Carpet in for an estimate and I prefaced our meeting by telling the two gentleman that I was not ready to make a commitment. Of course, by the time they left, I had committed to put "wood" floors throughout my entire first floor.

What a waste of $5000! The product is terrible. If I so much as drop a fork in the kitchen I have a dent or a chip; instead of putting plywood down on the slab so that I could get real wood nailed into it, they sold me "engineered wood" that they glued down. Since the slab is uneven, the floors are "spongy" in some places where the floor does not meet the product. (They CANNOT tell me this is not possible - my parents next door had it done and their floors are GORGEOUS!)

I had to have them back to remove the glue from the floor because it was so poorly installed, AND they told me that the installers would Spackle the nail holes in the quarter round trim. Nope, not done. And most of the trim is not even cut properly - the measurement of side by side pieces is off. The floor has multiple scratches, dents, chips, dings, etc after only 4 months and one person living here.

How sad that this is how they do business.

To say that I regret this decision is a HUGE understatement. The product is terrible, and I wouldn't recommend them to a soul. They put a sign in my window - before they had pulled away from the curb I took it out.

I had brought carpet from smart carpet 3 years ago the carpet has buckle 4 different times in the pass 3 years.all 4 times they have been out to our house and always said this will be the last time it will never happen again. well i will never buy anything from them ever again. and plus they chipped pieces of the molding that goes around the house.

I was conned into buying a specific carpet that was stain resistant like no other! I was told ALL stains come out or else the carpet will be replaced. Well needless to say, certain stains could not be removed and when I called for replacement carpet I was denied by Smart Carpet and the manufacturer of the carpet. I too was told to contact an independent inspector. The most disappointing sales transaction I HAVE EVER HAD. Stay clear of this sham company.

In my opinion, Smart Carpet sells a low quality product and does not stand behind their warranty. Below is an edited letter sent to the Better Business Bureau of New Jersey that explains the complaint. The rug in question is at this time still less than 1 year old. I have just contracted another company to replace it at a cost of almost $1, 900. The bedrooms do not have to be replaced yet. I have contacted every consumer agency I could think of to no avail. My options are to get another independent inspection, and continue to play that game at my own expense, or contact a lawyer and pay him god knows what.

SmartCarpet
NJ, Staten Island and Eastern PA, US
www.smartcarpet.com

Let's start with the good news. SmartCarpet's installers are very hardworking and detail-oriented -- it is just a shame their work is wasted. We spent $100,000 on an addition to our home to create an adult den, with a vaulted ceiling, home theater, the whole nine yards. We showed the room to the SmartCarpet Salesman, John Casale, and told him what we were doing with it. He showed us samples that were 2 inches by 2 inches. We are not in court today because, technically, they fulfilled their end of the bargain as we picked-out the carpet. Our problem is that John told us that this was a good carpet and appropriate for what we were going to do with it. And, it is adequate ' if you are flipping a house in a low-income neighborhood or maintaining a rental property, it is fine. However, for a home where you intend to live as well as entertain business associates, it is completely inappropriate. The carpet they put down was half the thickness of the builder's grade carpet they pulled up, and a third the thickness of carpet we had recently purchased from Home Depot. For another $1,000 we should have gone to a real store. As my mother-in-law so eloquently put it, 'What were you thinking, buying carpet out of the back of a van?' (While it is unfortunate that SmartCarpet has forced us to pay $7,000 for the $4,000 carpet we were looking for, at least we will be able to donate their carpet to a local charity).