7 Customer Reviews
Review from Simone M
1 star08/21/2024
WARNING - To sum it up, THEY missed 2 appointments, THEY were unable to perform the installation within a week like I was lead to believe and now THEY are threatening me even though they have my money AND they have the carpet AND they never showed up to do the installation twice AND are refusing to refund my deposit.I ordered carpet and had 2 appointments for them to install. First appointment was a no show, no call. The sales **** ******, had no idea they did not show up until I called him. Turns out the carpet was not in. Set a 2nd appointment. Again, no show no call. Again, ****** had no idea what was going on. I was home all morning waiting for them again. I told ****** after the 1st incident that if they don't show up on the 2nd appointment I am going to cancel. The only reason I took this route was because ****** said that it can be installed within a week from ordering. Order was placed on 7/25. Second appointment was for 8/20/24. That is not a wee thats almost an entire month. If I had known it was going to take a month and still not have it installed, I would have taken a different route. Now they are telling me I'm not getting a refund because it was a special order. The first time there was any mention of special order was when the store manager called. At no point during any of our conversations nor after me telling ************** am going to cancel if they don't show up was I told that this was a special order and I'm not going to get a refund. I did notice after searching my purchase order that there is a small box marked SO. Again, at no point did ****** mention this was going to be a special order before I signed the agreement unaware of what the small box marked SO stood for. Now they are threatening to put a lien on my house even though they already have a deposit from me that they are refusing to refund and they have the carpet.This is not anyone who I would ever do business with. You have been warned.
Carpet Mill Outlet Stores Response
08/27/2024
******************
On behalf of Carpet Mill Outlet Stores I would like to apologize for the situation. Yes first date was missed to the special order not coming in as expected. There was a shipping delay on the manufactures side. The second date we did have an installer out to the house. He was running a little late and tried to contact you. But the phone number we had on file was in correct. I personally tried to call.
With that said we understand your frustation and will do a full refund on your order. Even though it does state no refunds on special order products. But will do the refund. The sales person will need you to do a change order to process the refund the money. He should be contacting you to get this handled.
Once agian we apologize
Review from HP P
1 star08/20/2024
Ive had the worst experience dealing with Carpet Mill Outlet in ******. *** talked to the store manager ***** 5 times for over 2 months trying to get the installer to come back and install a transition trim that he didnt do for one of the rooms. To this day no one has called to set up a time to finish the work. I would never ever recommend carpet mill to anyone. They are the worst at service! Dont ever do business with them.Carpet Mill Outlet Stores Response
08/21/2024
************
I tried to call this morning. I am not sure where the breakdown was on this. I was aware of it some time ago and spoke with ***** on this when it came up. What I was told was that you had the hardsurface in one area installed by another company after we did the carpet. The carpet installers left it a little long so that when the other company did that installation they could tuck the carpet. If we had done the hardsurface that is what we would have done.
***** was suppose to convey to you that we could go back out to correct what they did not do but that would be a chargeable service fee. ***** said he had passed that information on. As for what I can see we do not have that order in place and paid for. If you would like us to do that I can coordinate this and the payment.
***** call me @ *********************
******************* General Manager Carpet Mill Outlet Stores
Carpet Mill Outlet Stores Response
08/27/2024
************
I tried to contact you today to confirm that the tuck to the tile was completed. And as I stated on our phone conversation I did take care of it at no additional charge.
We hope this was satisfactory
Review from Robert M.
1 star06/12/2024
We had Carpet Mill install a wood laminate (Pure SPC Max) ***** in late April, approximately 2200 covering 3 4 rooms. Installation was poor and installers never finished the job leaving base off and not reinstalling doors. Material does not match what we selected and surface has a rough texture. We have repeatedly called the sales agent ****************) at the Carpet Mill Outlet store in ****** and requested they finished the installation. Then never have returned our calls. We are now at the point we want the flooring material removed ans asking them to remove at their expense. R ****** Windsor, **Carpet Mill Outlet Stores Response
06/17/2024
***************
My name is ******************* and I am the General Manager with Carpet Mill Outlet Stores. ***** had brought this to my attention at and after the install.
The background I have on this is originally you selected a product LW. After looking at the sample you then switched to the Republic SPC. The initial call day of install was questioning the product thickness. ***** answered your questions and you allowed the install to proceed. After install you sent him pictures of the height of the base and doors, which were installed, show the "gaps".
As outlined on your contact under the Terms and Conditions #**. Improper clearance between doors and existing trim is not Carpet Mill Outlet Stores is not Carpet Mill Outlet Stores Responsiblity and needs to corrected by the Purcahser.
As for the product having a different texture or feel from the sample you chose. This the first I have heard of this. If you could get me a plank or two that is leftover I would like to review this.
Please let me know if you have the planks. I see you are in ******* so you could drop them off at our ******************* location with the Manager ******* she can get them to me.
Review from Brenda M
1 star05/30/2023
The Carpet Mill store in ********* off County Line Rd in ******** started out great with stress of transitions. Carpet installed on April 13th. Horrible installation job with transitioning from carpet to tile and carpet to wood. Installer had no idea how to install carpet on stairs with fake tread caps. The installers bashed up the tread cap, gouged trim, snagged the berber carpet, cut the carpet on stairs to short causing plywood to be exposed and staples coming out of stairs due to incorrect installation along with raw wood showing on fake tread caps. I was directed to J-a-m-i-e who is Director of Operations to address the installation issue. I sent pictures via email and followed up with multiple phone calls. First excuse was family emergency, then the computer crash and it's been over a month with no results. Will be filing for small claims court.Review from JM M
1 star08/26/2022
********************** Mill Outlet is the WORST flooring company in the business. ******** the store manager in ****** and *** the General Manager are dishonest and will completely mislead you! They disguised and misrepresented LVP for Engineered Hardwood. I had to pay 50% up front and when the material arrived, it was clearly LVP and the stair nosing did not match at all. I told them to take it back and give me a refund. They refused. They unloaded the inventory at my home and told me I had to deal with the manufacturer. The manufacturer, Hampstead Home is also a scam artist. They market the material as thick engineered hardwood especially in the sample they have at ********************** Mill of which ******** does nothing to tell you the truth about its thickness and how it is actually LVP and not hardwood. https://www.hampsteadhomeflooring.com/bridgeway Hampstead Home does not respond to emails nor phone messages. I am now stuck with over **** sq ft of LVP that I cannot use and 300 linear ft of stair nosing that doesn't match. I wrote and spoke to *** and ******** numerous times and tried to work out an amicable situation and they refused. What is amazing is ******** even guided me and spoke to me of how I was duped by *** and by HH but that is her role in the scam, which is to play the good cop. ********************** Mill should be out of the business as *** and ******** and HH have no integrity whatsoever and do not disclose facts about their flooring and when you the customer are ************************ surprised by the product not meeting your expectations, they do nothing to assist or make things right. They simply take your money and leave you to deal with flooring that you cannot use. Lastly, my lawyer has continually tried to contact *** and the other executives at ********************** Mill and they refuse to engage in a conversation to make things right. We will continue to sue ********************** Mill to the point of driving them out of business.STAY AWAY AS ************** WILL NOT TELL YOU THE ***** & WILL NOT MAKE THINGS RIGHT!Review from Darren H
1 star06/06/2022
The experience started out good, *****, the salesperson came out and measured. My measurements had the project at 650sqft. Several days later ***** informed us it was 900sqft and that she had her manager confirm that size. I spoke with the manager about it, and he said, "you have several areas with crazy angles", so you have to think in big squares. Okay. That being said we ordered during a "sale" which in itself is a joke. The carpet is on sale but not the pad and labor. I was quote almost double what I thought it would cost. The price I was quoted included moving the furniture which I told ***** we would do, she informed us that charge would be removed from the invoice when the job was complete. We waited two weeks for the carpet to arrive. The install went smooth as the two workers seemed to be on top of the project. Upon initial inspection everything looked good. The next day however, ALL the seams were very visible. I called and told ***** about it and reminded her about the labor refund which was not removed from the final invoice. Her manager informed me that they actually give the furniture moving fee back to you as a discount on the install. What? ***** requested pictures of the seam issues, which I sent. A week went by, I had to send a second email to finally get a reply from her. Her response was that she was too busy to deal with the problem, I needed to contact the director of Operations. Their problem had now become mine. Like ************** back in July of 2019, I blindly over-payed and accepted terrible service. As of today, I'm waiting on a call back from ***** the Director of Operations.It's been 2 weeks since the install.Review from Christina S
1 star02/01/2022
We had carpet installed in 3 rooms. All 3 rooms have a very visible seam, 2 we could accept but 1 was is in the middle of the room. When we complained to the sales rep and the manager; we were told if they tried to fix it it would look worse. They never came over to look at it. So we put a hold on our credit card in hopes that they would make an effort to talk to us. They just sent us a letter "NOTICE OF INTENT TO LIEN AND BEGIN COLLECTION / LEGAL PROCESS". Still never calling us to help resolve the issue. Shortly after that they put a lien on our property. At the same time we were still in dispute and waiting for Carpet Mill to respond to the credit card so the issue could get cleared up. The credit card dispute was cleared up with Carpet Mill saying "All sales are final". The credit card lifted the hold and the charge went through. They did not care how we felt about our concern and we wasted $4460 on carpet. On top of all that the sales rep over measured (by $400), I questioned it since I had another company come out and measure and I was told they must have measured wrong. Worst experience and customer service I have ever had with a company. Wish I would have read these review before hiring them.
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