Direct Sales Floors Carpet One

Called for an in-​home consultation on new flooring. Spent over an hour with me, liked his recommendations, liked his knowledge on products and floor plan layout, and his salesmanship. Unfortunately I NEVER heard back or received a flooring quote. My business meant nothing to them.
Will NOT recommend to others.

ordered Hunter Douglas blinds through them and could not be happier. They are perfect and we received so much care and attention from our sales rep. Thank you Direct Sales for being knowledgable about the product, attentive to us as newbie buyers and communicative as to timeline.

My experience can be summed up by incredibly slow service, lackluster customer support, and continuous errors that cost me time and headaches.
It took 3 months working with Direct Sales/​Carpet One to arrange a 2-​day job. It starts with a missed appointment by the Carpet One Rep, and we reschedule. After that we go to their store to order floor samples: the first sample doesn’t arrive for two weeks because it was never placed (even after we filled out the form in the store), then they advised us against the second because they said it wasn’t very good quality (why did you show it to us in the first place?), and the third didn’t come for SIX WEEKS. I wish I could report, like others, that our rep was helpful, but instead we ended up having to call on a weekly basis to check in on the order — each time he hadn’t bothered to check if the order had been placed, was backordered, or shipped.
Meanwhile, my rep sends me estimates but doesn’t bother to get the correct specs. I have to ask for a detailed breakdown and go over it line by line to sort things out: there are extra charges for items that don’t belong, and the fact that he spelled my name several different ways in emails makes me think he didn’t even have my file open. They charge our insurance carrier different (lower) rates than they charge us for our portion. Next time I will definitely be getting multiple bids.
After finally moving forward with the install, Carpet One calls us on a Friday to say they’re sending someone on Monday to begin work. This is short notice, but we go over in detail what we need to pack up (our belongings) and what they will move for us (the furniture). But on Monday the flooring subcontractor arrives and says that they were told the place was empty and that they were expecting a completely different type of install. I call Carpet One and they notify me that they’re canceling the install and that they are in the process of putting in place ‘better systems’ to communicate with their subcontractors. My rep makes an excuse and passes me off on the phone to someone else. I am left with all my things in boxes, a missed morning of work, and no apology.
Three weeks pass before another install is scheduled. I have to call to ask about it; they had scheduled a date but never notified me. By the time the 2-​day job is done, it has been 3 ½ months since we first met with them. They don’t send an invoice for another 2 months.
I could go on with more stories about our experience in their store or the nightly stress of having to remind someone you’re paying that they’re doing a job, but I’ll leave it here. Save yourself the money and hire your own flooring installer, or go to one of literally dozens of other Bay Area flooring specialists who would actually be happy to serve you.

Customer service was lacking. I had to chase down the quote after the measurements were taken. I emailed the sales guy a few times and never got a response back. So, I feel that if I’m having problems now, what else will I have problems later. I will go elsewhere.

We had some major damage to our house from a burst pipe. During this time, Scott Anderson, the rep that was assigned to me, was always available. Even with my crazy busy schedule, I would leave a late message and most evenings he still picked up (unexpected), always ready for 110% customer service. I work out of town and could not get to the store to pick out items in a timely manner. He dropped off many samples, when I changed my mind he dropped off more. He kept with me until I was sure of what I wanted and then the installation went smoothly. Quality work, clean up after they are done (now that is rare these days). My floor is beautiful and I appreciate their great workmanship. A couple dings on the drywall, after many days of installation and they offered to take care of it and repair them. Great customer service and quality products. Tim, the owners son, was also amazingly helpful. When I did go into their store he explained some of the limitations in color of many of the wood options which helped me choose the right floor for us. Thank-​you for taking care of us. Recommended by Farmers Insurance, the best people to work with. They care, they are responsible and make sure that all your concerns are taken care of immediately.

Used this company several times and never disappointed. They’ve had the same staff for years. There are 3 Willit brothers who grew up in the business and are all very knowledgable. The showroom has plenty of samples to take home. Easy to do business with. I’ll be back!

Our new (Sept. 2014) laminated floor apparently reacted to undetected moisture by lifting up in four areas — this the opinion of Direct Sales Floors and a moisture test by Servicemaster. DC Customer service did return my calls and came to my house to see it. They will repair the damaged area only if I pay their installer.
Today a glued on transition piece also loosened and came out completely.
Now I have have a qualified carpenter repairing the raised area — the floor area is 1400 sq. feet. He pulled up the floor and molding and observed NO moisture damage of the area in question. The floor was never installed with a gap along the edges of the rooms or hallways thereby causing the floor to bow upward.
I wish I had read the reviews before and never accepted the Farmers agent’s endorsement to use Direct Sales Floors of Castro Valley.
I am out $ 980.00 to this company and want compensation for my loss as mutually agreeable.

Have known the owners since I was a small child and have had the opportunity several times now to do business with them as well. I purchased my flooring from Dan, who with an insane time constraint (me needing them delivered and installed in three days before our furniture arrived to our home) had an employee drive down to Los Angeles to source my materials and get them to me. You do NOT find this attention to detail, OR this level of customer service from a big box store; and I am pleased and proud to say that I will continue to be a repeat customer as long as their family is helming the business.

Had an extreamely good experience with this store, especially Scott Anderson who when the extra mile to make sure we got what we needed. Scott was even so kind as to drop off and pick up samples multiple times until we decided what we wanted. They do a great job highly recommended, showroom is awesome if you can’t find what you want there it doesn’t exist. Installed 1400sq ft of carpet and couldn’t be more pleased… Thank you

I live in Castro Valley and try to give the local businesses my business. I walked in and saw an older man on the phone, he saw me but did not acknowledge me. I looked around at different flooring waiting for him or someone to come over and ask if I needed assistance but no one did. I finally walked out and noticed he was no longer on the phone. As I walked out the door I said «thanks for your customer service!»
Oh well, guess they don’t need the business.
Update — Received an email from Dan about 20 minutes after I posted this review apologizing for their lack of CS. Too late Dan — you had your chance. I have many choices and you know the saying … IF YOU DON’T TAKE CARE OF THE CUSTOMER SOMEONE ELSE WILL!

Terrible customer service and NO follow-​through. First person I called was recommended to us by an acquaintance and he never returned my phone messages/​emails. Despite that, I called them back again and was transferred to a different sales person who did come to our house to take measurements and promised to get me the quote over the weekend, after not hearing back from him by end of Monday, I called him on Tuesday to check in and he said he had been very busy and was working on the quote. I didn’t get anything by the end of the day on Wednesday and didn’t hear back from him after leaving a message Wednesday morning. I have no idea how this company makes any money. We were looking to redo the floors in our ENTIRE house, took our business to another company which did a wonderful job. Their loss. Don’t waste your time with these folks.

Warranty work is a great measure of a company’s customer service. Laura and Direct Sales Floors Carpet One, as a Hunter Douglas dealer, came through with flying colors for me. I recently took in seven, 18 year old cellular shades for repair under the Hunter Douglas Lifetime warranty. When replacement shades arrived that did not match existing shades in my home, Laura took the time to go to bat for me with Hunter Douglas and made sure I was completely taken care of with new matching shades. Laura and the Direct Floors staff members with whom I had contact were always courteous, professional, and prompt with replies by phone and email.(Kudos, too, to Hunter Douglas, a company that completely stands behind their warranty!) When I start my next home project, my first stop will be at Direct Sales Floors. I highly recommend this company.

Came to our house to measure and prepare quote. Good selection of carpet samples in their showroom. They sent samples to our house afterwards so we could consider them for a few weeks on-​site. Reasonable prices. A little bit of confusion on the install date, but it worked out fine. Great installers, a pleasure to have them in the house. Installed the entire house in two days as scheduled.

We had a great experience with the installation of our new kitchen and laundry room floors by Direct Sales Floors in Castro Valley. Scott Anderson, our sales rep, provided excellent customer service throughout the floor selection and installation process. We selected an earthy looking «green» Marmoleum product which enabled us to reduce our carbon footprint and also complement our home décor. Scott promptly and thoroughly answered all of our questions, coordinated the floor installation with the installation team and satisfactorily resolved all of our follow up items.
The installation crew did a very thorough and excellent job with the floor installation. Both floors look fabulous. The kitchen really blends in with the oak cabinets and our living room furniture. The installation project manager reviewed every detail of the new floor installation with me prior to the actual floor installation. He was more than willing to implement my suggestions.
Overall, Direct Sales Floors in Castro Valley exceeded our expectations. I would highly recommend them for anyone who is interested in purchasing and installing new floor coverings.

Direct Sales Floors is an amazing flooring company. Over the years I have had a few flooring needs and I have gone to this place every time. You could go to homedepot and yes you would get a better price but you lose the service that Direct Sales would give! The employes is what make this company great, they are hard workers and live to serve the customer. Every time I called the sales rep during a job they would always pick up and always be friendly and very helpful!
There installers are top notch! They always speak english and are very friendly and respectful. Many carpet companies lack good installers but not Direct Sales! If you are looking for great service and quality product look no further than Direct Sales!

THE BEST! I wish that there are more businesses like Direct Sales Floors around… where do I begin? Okay… CUSTOMER SERVICE: as soon as I walked in, I knew I was dealing with people who knew everything about floors (carpet, laminate, etc.). When I walked in the showroom, it took a while to adjust my eyes because there were so many (!) styles and samples to fit my budget. I mainly dealt with Scott after choosing the carpet that I wanted. I had time constraints and the carpet needed to be installed on a specific day or else the movers wouldn’t have been able to move me. Scott promised that the carpet was going to be installed on Friday so that I can move on Saturday. On Tuesday, Scott called that the carpet wasn’t going to arrive until Friday since it was coming from their Los Angeles warehouse… this was a big problem! BUT… Scott said, «Don’t worry! We will just have to pick up your carpet from Los Angeles so that it can be installed on Friday.» I think shocked was an understatement. I didn’t think I heard him correctly! So, this company actually picked up my carpet from Los Angeles, so that I can move in on time!
The carpet came in on time. It was installed, and it is beautiful! The installers, Antonio and his assistant did a magnificent job! I am so happy!
AND, there is more… I was left with a 6×8 carpet remnant after the carpet was installed. I called Scott because I wanted to just drop it off since I had no use for it. He is now sending it off so that the rest can be made into runners. He suggested area rugs but I decided to go for the runners instead.
I am so impressed with this company and its employees! They have earned a lifelong customer, and I will gladly recommend them to everyone I know.
Thank you to everyone at Direct Sales Floors! You guys are awesome!

I am so happy we used Direct Sales. Our installer was Dave and he was so professional and did a GREAT job. We had an issue with our floors since part of it was a crawl and the other part was a slab. There was an inch difference with the flooring and we wanted laminate throughout which would have cause a huge problem. I went to work and when I came home Dave had that floor level. I don’t think anyone else would have taken the time to get that floor so level. We have talked to different companies and they had suggested using wood (thicker on one side and tapered down) like a ramp. Direct Sales was the company that had the perfect solution. We wouldn’t use any other company and I can’t say enough wonderful things about Dave.

Our family has used Direct Sales in the past ten years. We have had consistent good service and excellent carpet installations during that time. We recently moved to a home in San Leandro. We wanted more hardwood installed. We were able to find out the name of the hardwood company and the name of the hardwood. Direct Sales was able to order the hardwood to match the existing hardwood in the new home. The installation was perfect. It was seamless and you cannot tell which is the older hardwood and which is the new hardwood. It looks like it was all done at the same time. A huge thank you to Scott and his crew for doing a wonderful job.

Guys, you have been warned here! If you do business with these guys, be prepared to get ripped off and left with a load of headaches. We had a small area of floor that needed to be replaced due to water damage, and these guys come in and charge 4 times what somebody else quoted (we went with Direct Sales Floors because the insurance company strongly urged us to go with them and would pay the full amount they charged). When they finished, they were not finished! They removed all the sideboards lining the corners of the floor and the walls and refused to put them back even though they charged an outrageous $ 1800! We ended up having to shell out another $ 200 for someone else to put them in. Again, I want to save people out there from the same nightmarish experience we’ve had dealing with the lovely folks over at Direct Sales Floors. I would give them negative stars if I can because this business is nothing more than a scam.

Great prices and professional service. I am thoroughly impressed with the craftsmanship exhibited by our installer.