Carpet Den Inc

ELENA DESOTO is the epitome of a top-​notch salesperson and I highly recommend working with her. At every step in the process, my wife and I were impressed with her knowledge, professionalism, expertise, customer service and follow-​up. We reviewed 5 different carpet companies — actually 5 different sales people– and Elena was BY FAR the standout in every way imaginable to go above and beyond our expectations. The carpet is great, the installers were also extremely friendly, everyone was on-​time or early at every step of the way.
Obviously I can’t say enough at how pleased my family is with our purchase from Carpet Den– and especially the service we received from ELENA DESOTO!!! (and the funny thing is, i never even met Elena in person, just through email and phone, she met my wife at the house, came back with more samples several times. I grilled her with questions on the phone and she sent the most complete and thorough emails in response and all I had to do was say «yes» with complete confidence). Thank you Elena, you ROCK!!!

I would never recommend this business to anyone after our terrible experience, not with the associate but the manager also. The long delays of pricing to installation dates. Then during the installation the crew that was doing the tear out, showed up over 2 hours late; no phone call, nothing. During the installation we had property stolen from us and had to issue a police report. After 2 unsuccessful return calls from the manager, I was finally able to get through to her. She completely disregarded any of my concerns, and told me there is no way she believed «they» would do such as thing. Basically telling me she was not going to follow up with the installation crew at all. When I spoke about the delays her response was. we have been slammed. I guess my business was too much for them to handle. After another week, she called me to finally «return» the 2 calls I had left messages for, and she had no idea who I was. Again I am really sure she was on top of my stolen property. She even advised me to «look around» in my home for the stolen property which was specifically taken from my closet. Even my concern of the installation crew showing up over 2 hours late with no phone call, the manager stated well we work them pretty hard. Don’t let them fool you with their low marginal pricing crap, I had 5 other quotes from local flooring businesses, and went with this company because of a $ 100 credit. And the credit was not even applied to my bill until I asked for it. The whole experience was not worth the $ 100, the treatment, or lack of treatment given to my business. And for the product, I am sure I would have received the same quality from one of the other local businesses. I will be speaking with the BBB as well.

Oy.
I don’t know where to start. Throughout my time working with Carpet Den, I have been more frustrated than satisfied but in order to avoid making this review a rambling mess of ‘and then he…’ and ‘oh yeah. FORGOT this happened too…’, I’ll focus on one series of unfortunate circumstances that led me to this star rating.
For months, I’d had an issue that needed to be rectified. I would call the builder, the builder would tell me to call the flooring people. I’d call the flooring people, they’d tell me to call the builder. Rinse. Repeat. Again, after months of this back and forth, imagine my surprise one morning when a crew of workers showed up at my house ready to fix the issue. :-/​Okay. Fine. Let’s do this. Forgetting that the inconvenience to my schedule was real, I just wanted to get things handled.
The crew of six guys barreled into my home without so much as a good morning. So this is how this is going to go. I spoke with the crew leader and went over what needed to happen. Since they were working on my floors and I sort of have this habit of walking on them and having heavy (and expensive furniture on them), we had a situation at the start. There was no plan on what to do with my things, how to manage the job or how to best accommodate and expedite the process. While this was going on, I had workers going into my fridge, throwing (yes, throwing my things about) and using my restroom without asking. They were also speaking in Spanish whilst engaging in said behavior. During my 2.5 years in Miami, I picked up a few skills. One of which was Spanish. I keep it to myself because it’s always nice to know what people really think about you. So, whilst these workers were disrespecting me and my home with their actions, they were also doing so with their words. Completely unacceptable. You can say what you want to say about me all you want. You will not come into my home, where I pay the mortgage and all the bills, disrespect my property and disrespect me — to my face. I’d had enough. I responded to the latest insult — in Spanish — and things went quiet. The guys chose to break for lunch. I called Carpet Den. I told my contact what happened and how appalled I was because of it. Post-​lunch, the most egregious actor returned to work in my house. He wasn’t sent home. The crew leader never apologized. Things moved on as though they never happened.
Livid. I was livid. Granted, this fellow didn’t return to my house in the following days but he shouldn’t have come back at all. He should have been let go on the spot. He — someone, anyone — should have apologized. That didn’t happen. This was handled all wrong. Like I mentioned, I had six guys in my house and while they a.) spilled ardex down my a/​c vent; b.) damaged my basement ceiling but their sloppy work on my main floor flooring; c.) left nails sticking out of the wall where baseboards once protected passers by; d.) showed up late on subsequent work days (one day arriving at 12 noon for an 8:30 am start time); e.) lounged on my furniture like it was theirs; and f.) took phone calls and gabbed like they were on a party line, they were unable to complete the work for which they were hired. I called Carpet Den again. One of their master installers came out, assessed the situation and we were on our way. I thought. Why wasn’t this guy in my home? He was polite, learned, skilled, and capable. I wanted him. I got the do-​nothing crew again. I finally had enough and had the job substantially completed by 2 of the builder’s guys. These two fellows got the job done that, for three prior days, hadn’t been nearly accomplished by 5 – 6 guys.
How does that make sense?
Oh, and during this ten day process (I had to go out of town for work in the middle. Why? The schedule was never confirmed prior to going down this road), I didn’t have use of my kitchen because my furniture was there. So, no dishes. No oven. No cooking. No washing dishes. Did I mention they broke a cup of mine and HID it? Did I mention this cup was part of my parents’ wedding set and long since discontinued?
Nightmarish. Amateurish. Unprofessional. I have no idea why, rather than keeping an inefficient and rude crew (and a crew that wasn’t working) on a job, the CD people managing this mess didn’t replace them with people who could do the job without insulting the customer and causing more damage. By the time it was all over, the supervisor (while disavowing that he could have done any more to mediate the situation) called me to offer a discount on future work with Carpet Den.
That’s okay. I’m good.

We had been debating whether or not to get new carpet for the last 6 months or so, and ultimately decided to do it. After the carpet was installed I was amazed at what a huge difference it made in our home! Traci at Carpet Den was so helpful in helping us figure out the right carpet for our house and walked us through the whole process step by step. Would highly recommend this company if you are in need of new flooring!

Traci McCormick is the woman to help you with all your carpet and flooring needs. Very professional and super helpful with decorating ideas. We walked in the store and Traci was the first person we encountered. She listened to our needs and pointed out several options, price points and explained everything with great detail. She came to our house and measured our areas. We spoke with her every time we had a question and she was always available or returned our call promptly. We had a great experience with Carpet Den.

I walked into the store and what a selection they offer in the showroom. Am selling my house and need good quality carpet and but not at luxury prices. They had the PERFECT carpet and my house looks great. The installers were on time and were very professional and did a wonderful job. I would recommend Carpet Den for your flooring needs. Thanks so much!

For high ticket or contractor jobs this vendor may have a different approach.
What I found when in need of a relatively small order for hardwood flooring, cash and carry — no installation, was an aloof staff that seemed put out doing their job. Upon my first visit I was told that no one was available in flooring and was welcome to look for myself.
I ultimately found what I needed, paid for it, and went to pick it up — secured the «pick ticket» at the retail desk and after driving to the warehouse round back found no one there to provide the goods.
Expect to fend for yourself and work to get the service you need. I can’t imagine a more poorly run independent business. I can only imagine that large contract sales drive the business because walk in and customer service are very low priority.
I will never spend money here again and would advise you look for alternatives before visiting here.