651Carpets

If I had the ability to go lower than.a 1 star I would. The sales guy we spoke with was good back in March. Sold us on floors for our house promised that it shouldn't be longer than 3 weeks on March 12 and they would let us know. My wife and I were happy. COVID hit and we knew things would be delayed so we waited an extra 2 months for a call. During the third month we started calling asking about status updates and seemed no one could tell us when our floors were coming in. Come to a week ago, we called and they said they had our floors and we scheduled for today. Yesterday we get a call that there was an "issue" with the floors and they hadn't come in and no updates or dates given, mind you we are now approaching our 4th month of waiting. With that being said we call in and are always met with the person is busy and try again later. We have to request they take a message to calls us back and rarely ever call us back. We still have no idea what is going on with our floors, what the issue was or why they were in and now they aren't in. This has been the worst customer service, customer experience I've ever had. I wouldn't recommend them to my worst enemy at this point. If we would have had at least standard communication around what is going on or updates I would be fine but we have had to call and ask for updates all the time and are met with no information or refusal to call us back. If you want floors, go somewhere else unless you like uncertainty, no communication and spending a few thousand to not get product.

Communication does not happen. If you expect it, be prepared. After the initial meeting with the salesperson, we discussed the most important part to us was speed and efficiency. The salesperson Matt did a great job selling that once we choose the granite for the counter tops, the luxury vinyl flooring and the carpeting, it should be only a couple weeks. We stressed that we do not want this to take a month since we have other projects needing to be completed and scheduling. This is a pretty decent size order, carpeting in 5 rooms, vinyl flooring in two rooms and granite counter tops which we could have gotten done cheaper, but again speed and efficiency was what we were sold on. 3 weeks ago we had everything signed with a decent down payment given. 2 and half weeks ago, we had the professional measurement done on the counter tops. Today after hearing no communication from anyone, I called our salesperson. He basically said that they are going to start the manufacturing of the countertops soon, the vinyl is in and the carpet will be here soon. When I asked about the time frame it is taking, the salesperson said that he did his job process properly and entered the order, after that it becomes the operations managers responsibility. So if you want follow up after the order from your salesperson, I guess that is not in their process. So I still at this time have no idea when things are going to happen. I asked to get a phone call from operations manager. The salesperson, Matt, said he would send him an email. 4 hours later, nothing. If you want to be over-promised and under-delivered, this is the place. They do a good job selling, but not so good after the sale. I would really appreciate a phone call please.

I can't do less than 1 star or I absolutely would. We put granite countertops in off their ad running on the radio. Paid in full up front for the granite and bought new under-mount sink on our own. Three guys showed up to do the work and absolutely botched the entire install not to mention destroyed the garage with granite dust flying everywhere. With zero experience and 12 beers I could have managed to do a better job than the hacks that showed up...if I had more time I would go into each and every issue, but it was BAD!

I immediately called customer service and ask to have the granite removed and the full refund for the granite and sink. To sum it up I was given the complete runaround for over two weeks with no return phone calls. The granite warehouse manager finally called me, happened to be Brett the owner's father, who said JR would call me back...never received the call from JR, so I reach out to the owner Brett on his cell phone, I'd had enough...he didn't like that.

Long story short, we were issued a full refund for the granite only, not the sink they destroyed nor the clean-up that was required in the garage, and only after we signed a release. Save your money, pay someone a little more and avoid this headache of a company...the fact they have an A- rating on this site is a complete joke.

We had a great experience with 651 Carpets. Pricing, product and service were all top notch. We will be using them for all future projects.

Never use this company. I took two days off for the install as I was directed to. They never showed the first day. Did it all the second day. Lack of communication ever since the salesman came. Waited a month and finally scheduled. Waiting on my compensation.....for day lost and repairs. Decided to fix them myself.

We had tried to do work with this company, but after several attempts to call about the installation date and time and not getting any response we canceled our order. We were billed for the entire amount and then told us we were still responsible for half of the total. DO NOT USE!

They are a horrible company to work with. They make false promises. Told me they would be at my house to do LVP install at 10am and never showed up until 4pm and was after 11pm finishing up the job. They took shortcuts - very shady! They did the same thing to me when they gave me a time to do carpet install. False promises! They always come up with excuses and extend arrival times. I finally cancelled my carpet install with them. It was 3pm and still a no show! I worked with Matt S. as my sales person - nice guy, but I still hold him responsible as he is the one that sold me the product and confirmed the promised installation time. They are all shady! I am still waiting on my refund of money which they do not want to give back to me, instead they wanted to reschedule my install. I just want my money refunded to me!

I would give them a 0 if I could, this is the worst business I have EVER done business with!!! it took 3 weeks since my estimate to get installation scheduled, they put the wrong LVP color in my basement and left with errors in the flooring. I paid 5/22 for the order $9687.00 and they still haven't installed my granite countertops that were scheduled to be installed 6/1 . . it is 6/4/20 today and of course the salesman told us disconnect water and remove the sink for the new one to get put in. You can never get through to the office and even if you leave messages they don't respond. I even have one of the workers direct lines that I call multiple times each day and leave voicemails. HORRIBLE *** NEVER USE 651 CARPETS

This is the worst customer experience I have ever had. I hired them to do a formal LV, office , stairs hall and 3 bedrooms. They measured wrong so one bedroom was short. They couldn’t get more carpet. Finally get a different carpet. My house is under contract for sale so I ask if we can wait. As of today I’ve left 4 messages no response and my house closes on June 3. I have the carpet they left in my garage but I’ve also paid for the pad and install which it looks like I will have to pay someone else to do. DO NOT EVER DO BUSINESS WITH THIS COMPANY! If I could leave negative stars I would.

Very disappointed! I had my carpets installed with them a year ago and was very happy with the outcome so I hired them again last month to do my upstairs in LVP and granite countertops in my kitchen. The LVP went pretty smooth and kudos to the installers. They worked hard and did a great job. The next day was supposed to be my countertop install between 9-11 am. By noon no one showed up so I called and after numerous attempts finally got a hold of someone to be told that they never got my measurements from the sales rep and no one would be installing them that day. I was furious! No phone call to let me know this ahead of time? I took a day off work and we disconnected all of our plumbing. Our sales rep Toby ignored every phone call, text or email I sent him. When calling the main line your lucky if you can get anyone to answer other than the scheduling line. Their customer service & sales are terrible! Fortunately I was able to get my money back and I am going with another REPUTABLE company. Amazed that they have an A rating with Revdex.com. I'll be surprised if they stay in business much longer.

I have to say working with these guys has been the utmost worst experience I have had with any company. It started out okay as when you call you will always be able to get in touch with someone to schedule an appointment. After that its all down hill. We wanted to get a new counter top for our bathroom vanity, Dan showed up and seemed like a nice guy and after a short time we decided on a color. We reached out to him after he left as my wife had a change of heart on the color which Dan took care of.

Here is where all the trouble began. Nobody called us back to setup an install time though they cashed our check right away. After a week I tried texting Dan multiple days with no response. I tried to call the office but could never get in touch with anyone from the office. Only people I could get in touch with were the same people that setup the appt. They said they were not in the office and could not transfer me to anyone to help. I was forced to leave a message with them. Its now been two weeks since they cashed my check and btw STILL no call back from the salesman Dan. We kept calling and leaving messages to the people that take appts. and expressed our frustration. They stated that we should just keep calling until someone from the office actually answers. My wife then called for hours straight until finally Ozzie from the internal office answered. He stated he didn't have any record of our order and would have to get ahold of the sales guy. I said good luck the guy hasn't responded text or voicemails.

Next Day:
Ozzie calls back and says they figured it out and setup an install date for a week away on a Thursday. I was okay with this and scheduled to take the day off. Part of our negotiation was that I would disconnect the plumbing and rip out the old counter top.

Night Before Install:
I called on Wednesday the night before the install to ensure we were still a go but again only was able to leave a message with the appt people. Ozzie actually did get back to me the same day which was a shocker and said we were a go. This was important as I was going to be without a bathroom sink.

Day of Install:
I installed a couple shutoff valves (REALLY glad I did this as you will see) ripped out my old counter and waited. Schedule time was to be between noon and two. It was around 2:30 and nobody had shown up yet so I called the office and guess who I get? Yep the appt people again! I expressed my frustration and told them my situation and begged for them to please have the office call me ASAP. So now it about 3:45 and knowing that they are going to be closing soon I try to call again and luckily Ozzie answers the phone. I expressed again my frustration and he puts me on hold for about 10 minutes to get in touch with the installers. He gets back on the phone and states that since we went with the 3cm counter and not 2cm that the crew that was scheduled for install doesn't handle that size and that the 3cm crew would not be able to do the install for a week and half later. Needless to say I was LIVID! How about calling me to let me know? If I had not put in the shutoff valve I would be without any water! I also took a day off to be there for the install! This was unacceptable so I told Ozzie to cancel the order that if I was waiting I would have to go somewhere else and please refund me the check He said no problem he will transfer me over to Amanda. Well instead of transferring me he hung on me. I literally called right back and it went to the answering service again! Repeatedly tried with no luck so was forced to leave a message.

Amanda did finally call back but for some reason she actually went to my voicemail. Not sure why it rang once and went to VM but in either case she mentioned that she would be sending my check in the mail and I was like great. Order a new counter top from a Menards and wen with their installer who has been awesome. Now here we are two weeks later exactly and after multiple more message left no check returned. Multiple calls to office Yada Yada yada..

We purchased $6700 worth of carpet and granite with an install of 5/4 and 5/6. The business brags on the radio about COVID-19 compliance and placing customers safety first, however first the salesman walks in with zero protection and then the carpet installers had zero protection despite the request being on the work order that they have masks and gloves on top of scheduler confirming that. Granite was 1/2" thinner than original granite which was never brought up in sales process resulting in additional back splash being purchased and additional prep we had to pay for. Additionally we had to get an extra piece of granite backsplash to cover wood damage and silicone. We now have exposed spots that can't be fixed because of smaller grantie.

We got a new sink which we were told we wouldn't get and as a result had no plumber to install the sink. After complaining, they did send a plumber out the next morning to address however we had a house of six with no access to water in kitchen sink or ability to wash dishes.

Work order called for waterfall edging on the steps even though the existing is a California edge, again never discussed. They ran out of carpet, installer showed up next morning unannounced to finish and ended up fixing additional work. At no time other than the steps were we asked to walk through and approve the work.

I have 28 pictures on my phone of wall and floor damage done during the carpet install. The carpet layers left a mess on the wood floors and all over outside.

I have called customer service, spoke with Amanda. She indicated she would send an email to me to send the pictures of the wall damage, never happened. I've called four times leaving messages, never called back. Was told it would all be sent to manager and they would get back to me, never happened.

Total lack of communication, false advertising in regards to COVID-19, additional expenses as a result of work, and zero follow up without me initiating it.

If zero stars was an option I would use that. I will open this by saying I work in a sales position and deal with customer service issues all the time so I'm very sensitive to reviews being truthful, accurate, and not driven by emotions. Normally I wouldn't bother, but in this case I've gone beyond my breaking point. You'll find that my message is extremely consistent with the theme of all others, shame on me for not doing more research. We purchased $6700 worth of carpet and granite with an install of 5/4 and 5/6. The business brags on the radio about COVID-19 compliance and placing customers safety first, however first the salesman walks in with zero protection and then the carpet installers had zero protection despite the request being on the work order that they have masks and gloves on top of scheduler confirming that. Granite was 1/2" thinner than original granite which was never brought up in sales process resulting in additional back splash being purchased and additional prep we had to pay for. Additionally we had to get an extra piece of granite backsplash to cover wood damage and silicone. We now have exposed spots that can't be fixed because of smaller granite. We got a new sink which we were told we wouldn't get and as a result had no plumber to install the sink. After complaining, they did send a plumber out the next morning to address however we had a house of six with no access to water in kitchen sink or ability to wash dishes. Work order called for waterfall edging on the steps even though the existing is a California edge, again never discussed. They ran out of carpet, installer showed up next morning unannounced to finish and ended up fixing additional work. At no time other than the steps were we asked to walk through and approve the work. I have 28 pictures on my phone of wall and floor damage done during the carpet install. The carpet layers left a mess on the wood floors and all over outside. I have called customer service, spoke with Amanda. She indicated she would send an email to me to send the pictures of the wall damage, never happened. I've called four times leaving messages, never called back. Was told it would all be sent to manager and they would get back to me, never happened. Total lack of communication, false advertising in regards to COVID-19, and additional expenses as a result of work.

BUYERS BEWARE! Do your homework, read these review & do not attempt to do business with this fraudulent operation. Take special care to read how many unsatisfied customers they have had recently and note while they will try to place blame on the current situation, losing orders, not having crews to handle volume of orders, etc. the fact of the matter is they are crooked - perhaps because they are trying to build cash reserve while "moving to new location". Our nightmare started the week of March 30th when we were getting ready to list our house for sale. The salesrep, Dan, came to measure & place our order. We were not offered financing (later told that is only available on orders for $10K or more) but talked into paying cash & got a 5% discount. Dan was using a new tablet based computer ordering system & promised to email electronic copies of all paperwork and to this day (5/7/20 - over a month later) - we still have not received anything other than a proposal document. The install should have never been scheduled without us receiving legally required paperwork Our install was scheduled for April 9th (the following Thursday) but the day before install, we received the notification that our carpet was not in stock & were forced to take their suggestion of a "comparable" product. Unfortunately, the quality seems to be nothing close to what we picked out & paid for. The install crew was erroneously told (due to mistake in paperwork by Dan) that our property was unoccupied to they were surprised & very obviously frustrated that we were home. They installers used our bathroom, WITH THE DOORS OPEN, while we were less than 20 ft away, while here doing the job. We also had excessive damage done during the install (two pieces of furniture, tv, numerous walls, a yoga mat). There were carpet tacks sticking up after the job was "finished" as well as trim work not finished. The LVP installer had to make two trips back to finish the job & assess damages. We provided pictures and written documentation of issues and while JR, sales manager, was quick to admit the damages were excessive and communication procedures were lacking and promised an offer of monetary compensation when work was comleted to our satisfaction, he has since quit responding to emails (at first claiming it was due to family emergency). We have not even had one reach out from customer service manager, Amanda, to resolve the issues either. We were fair in offering plenty of time and changes for this to be remedied. Terrible company, terrible business practices!

I had carpet installed in March 2020 from 651-Carpets. A couple weeks later I noticed that there were tack strips poking through the stairs. I emailed them on 4/10/20 but did not get a response. I have called 3 times and left messages each time but have not received a response. Messages were left with appointment schedulers the first two times, and with a machine the last time. It is dangerous to leave this unfixed, as I have personally stepped on the tacks, and I have young children who could step on them as well.

If I could put down -10 stars I would! I WON'T EVER purchase from them again! Wrong carpet installed, told them and was told you get what you pay for!! Plus it was installed wrong there are small pieces in places they must of been running out of carpet and then I had them check out the stairs and they had to be replaced. So Frustrated and Sad to have the wrong one put in.

Do not use this Company, poor customer service, no return calls, ask for full payment up front and they did deliver the product and service as promised on the date we had scheduled.

651 carpets where paid in full on March 9th they said it would take 2 weeks however they said they could not install it until the 13th of April. I got 2 different times for installation..They came out with the wrong carpet on the 13th and im still trying to get a hold of someone to fix the problem.
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Been asking for a call back about a promised refund and haven’t heard anything. I keep asking and they keep blowing me off. I want them to do the work just don’t think it is safe (or legal) to do at this time. Asked for a partial refund until it is safe again for them to work and they said yes, promised to update me on the status of the refund and haven’t heard anything. When I call, text, or email they say someone will get to me but whoever I get on the phone isn’t able to resolve the issue. They keep deflecting responsibility.

I have a contract for the carpet I chose to be delivered and installed March 25, 2020. I had been called and told it was in the warehouse. We originally scheduled for April 11. We moved it to March 25. I had to call them to try and schedule the installation on March 24. At that time Ozzie told me there was a computer error and they couldn't find it. He offered 2 different colors that were not acceptable. I then spoke to Amanda, who said she would check into it and get right back to me. It took 2 days and multiple calls and texts to get her to leave me a message. I couldn't answer her call because she blocked her number. She told me I would be charged 50% of the price ($3000!!) if I decided to cancel my order. They can leave the order in but with the covid 19 have no idea on a delivery date! My house is now in complete disarray because we moved everything to empty the rooms for the carpet. I feel there has been some extreme deception in their practices and should be investigated.