The Floor Store

I’m not always a fan of writing or reading reviews. There always seems to be a high probability for lies or exaggerations. Was it the company themselves that wrote the review? Was it a crazy person they had to work with? You just never know. But this is a review that will hopefully provide some insight into what you’re getting if you choose them. Had I known how bad the service was here, I’d have certainly gone with a different company. It wasn’t all bad, but then again for almost $ 10,000 it shouldn’t have been at all bad. Here is why it was bad.
Communication was pretty much nonexistent. The owner came out to take measurements so he could put together a bid. He was a nice guy and a strait shooter, it seems. But it took way too long to get the actual bid. I spent 30 minutes on the phone with him trying to get the email to work but for whatever reason he couldn’t send me one single email. We were in touch for almost 2 months and I never received a single email from the company. Yes, we verified the email address (probably 25 times). Yes, I checked my junk mail folder. Yes, he checked his sent mail folder. Everything checked out but still I never got an email.
So we ordered the carpet and set a date for installation on a Wednesday at 9am. At 9:45am I got a call from the secretary lady. She said she was ‘so sorry’ but Mohawk, the carpet brand we’d selected, had not put our order in on time and would need a few extra days to get it ready and shipped out. Monday rolled around and we were told it would take another few days. Hmmm. seems like somebody at The Floor Store should have checked on this massive order of carpet to make sure it would be in on time. Finally, 8 DAYS LATER, the installers showed up. They might be the ONLY saving grace in the whole experience. They did a great job and only left a few cigarette butts in our drive way. They were courteous and cheery, for the most part. They left a screw driver in the house, which is fine, but they also left an exacto knife with the razor blade fully exposed lying on the street by the mailbox. Not cool.
Aside from having to wait for a week past our intended installation date, there was the unpleasant experience of speaking to their ‘customer care’ agent (singular). This company seems to have a total of less than 10 employees. I could be wrong but the owner, who did the initial bid, was our rep until the sale was made. After that he disappeared. I had to call 3 or 4 times after learning that our install would not go according to plan and had asked that I speak to him. Of course he was ‘not’ in every time I called and would get back to me as soon as possible. It took him 3 whole days to call me. Hmmmmmmm… seems like a ‘valued’ customer would get better treatment right?
So if you want a company that looks out for your best interest and provides good (not even great) service, I can assure you. This isn’t the one. The main lady at the store who manages the phones, poor lady, seemed stressed out every time we spoke. She was nice but she kept talking over me. Every time we spoke. All 20 phone conversations I had with her. I guess I can’t blame her for being stressed.
My final complaint about this company is on the Hardwood Rescue side. They’re all the same company but a different department. Chris Fox, VP, was initially set to come out for measurements to give us a free bid. He was supposed to be here at 9am, not around 9 but AT 9. He called at 9:20 to say (but not appologize) that he was on his way. He arrived at 9:30. I might also add that our home is less than 2 miles from the store. He seemed nice but was clearly a bit under the weather. He blew his nose several times and asked to use the restroom. Nice first impression Chris. I was set to go with another company but then after meeting David, the owner who did our carpet bid, I decided to give Chris some slack. I have to say that they did an outstanding job on the re-​finishing of our kitchen floors. The worker guys were awesome. They were really easy going and polite. But then then finished and left a considerable amount blue tape on our fireplace and the thresholds of doors entering the kitchen. They didn’t clean up after themselves very much at all. Otherwise, they were great. And we got a good deal. Again, just bad service and management.
Here is my advice. If you’re starting a big project on your house like new carpet, tile, or wood floors… Go with a DIFFERENT company. This one is understaffed and overworked. The result is uninspired employees and terrible communication. In other words, their problems become yours. I gave this company 1 star because we gave them a lot of money for a very unpleasant experience. They gave us a $ 250 rebate but it should have been much more. That barely covered the cost of boarding our dog for a few days, let alone turning our home upside down for 2 weeks while they got their shit together.