Hook’s Carpet Mart

The owner was nice and seemed organized but when our carpet arrived before they started to install I noticed that it was the mid weighted carpet and not the highest grade carpet. Before they installed I called the owner and he said there is absolutely nothing they can do and said that it was a miscommunication. After almost in tears and Ongoing pointless conversation we hung up and they installed the wrong carpet. He did not discount me or try to work anything out he said there was nothing he could do. Every time I lay on my carpet I can feel the previous staples from the carpet prior to hooks carpet being laid down. I am very upset due to the fact that this carpet wasn’t cheap. I love our area rug but I am very upset about our entire upstairs. I still get a stomach ache thinking about their mistake. I definitely will not return to get the rest of our carpet installed by hooks.

Let me start off with the good:
*The carpet installed looks great
*I thought their price was fair
The Bad:
*AWFUL customer service
*Takes no responsibility for actions
I was told it would take one hour to install my carpet, that seemed quick to me so I confirmed with the person on the phone who assured me that an hour was the correct amount of time. Installing the carpet took 4.5 hours and I missed a meeting at work due to the poor time estimate. The owner never returned my call when I called to discuss this with him. I eventually got him when I called back on my own. He didn’t understand my complaint about the time misquote and seemed annoyed that I would bother him with this complaint. If it takes 4.5 hours that is fine but I expect a much better time estimate when I schedule my appointment. I also expect some accountability from the owner and more promptness in addressing my complaint.