651Carpets

On March 6 I ordered carpet to be installed on 3/27/2020. I called last night and asked why they had not called, as it says they will contact you within 4 days of installation. They said I was not on the schedule, and was not going to be able to have my carpet installed. I called for a refund today and was told by Amanda that they issue refunds within 3 business days, and after she looked up my account she said that a refund to me was locked, and that I would not be getting a refund. She told me they were closing down after today due to the Coronavirus and hung up on me.

Terrible customer service! Waiting 4 weeks to even hear about status of our fully prepaid $6700 order!! Each call just get the run around from scheduler. Tells us they will check on order and call us back and each time no return status call. We end up having to call them again. Now with virus issue they are closing with no indication of our order ever arrived even but no word possible refund. Promised someone would call us back, no one did. $6700 is a huge amount of money to us and their lack of concern or assistance is extremely frustrating. Very unhappy thus far!!

I ordered carpeting that took forever to arrive and it turned out that it wasn't being produced any more, so after a long delay, they offered me a replacement, and I finally got it installed. As with so many others, the installation turned out to be crap. There are handfulls of carpeting in the duct work because the ends of the carpeting doesn't have a seem on them, which means more will be coming off. Ozzy says there is nothing they can do about that. My closet doors rattle when you walk by them - something that didn't happen before the install happened, and the response from the company is that it is "structural damage" and they can't do anything about that. It's damage THEY caused. There's lumps in a few places, too, and one of the baseboards has a long horizontal crack to it. They are offering $100 for the baseboard, but they shouldn't be telling me it's ok to do the damage they did to my condo.

I purchased quality carpet and padding in my bedroom. The carpet was installed in October 2017. I had to have the installers come back two times to repair the installing in two specific areas by the thresholds. The tacks still poke me when I walk over these areas. After a year-and-a-half the carpet has worn out in several places , matted down, worn out to the extent when I vacuum it is still matted down. I called 651 carpet in November 2019. Amanda asked me to send pictures of the worn-out places. The customer service specialist Amanda did not respond to my email so I called her back again. When I called back miss Amanda agreed that the carpet was worn out and tit is covered under warranty. She said 651 carpet would contact the carpet company for a replacement. She said it would take about a month for review and that she would get back to me. I still hadn't had heard back from her so I emailed her and called her again. She has not responded to my voice message or my email. The carpet has a 10 year warranty. I have several pictures of the carpets in three different areas where it should not be matted down and worn out. I'm asking for replacement of the carpet or a replacement of the $750 that I paid for the carpet.

I ordered carpet from 651 Carpets in November 2019. They did not have the type of carpet that I chose in stock and had to order it. The carpet was installed in the beginning of December and the installers did a terrible job. The carpet backing was showing in several places and was not laid very well in others. There was a noticeable gap between the carpet and the door frame in one of the bedrooms. The installers also scratched, scuffed, and tore up my baseboards while they were doing the installation. Both seams were poorly done with glops of seam glue dried on the surface of the carpet. I could feel tacks from the tack strip in quite a few spots around the edges of the carpet. They sent one of their employees out to fix some of the issues, but they couldn't do anything that required carpet repair because they didn't bring any carpet. The only solution they had to the baseboard issue was a stain stick, which didn't match my baseboards very well and certainly didn't fix the gouges they took out of them during the installation. They had to set up another appointment to have someone come out to repair the carpet. When they showed up they did not have the right color carpet. The employee said that the company would be in touch to schedule another appointment to finish the repairs. I have yet to hear from the company and it has been several weeks. I and the person who purchased the carpet (former owner who paid for carpet as part of sale of condo) have been trying to reach someone at the company for a few weeks and we got put on hold or ended up leaving voicemails. There has never been a call back from the company despite leaving several voicemails, and there has been no clear effort to reach out to me to fix the remaining issues.

I had this company install new carpet in the entire upstairs of my house. It was done very well until one of the seams started to separate. I contacted 651 Carpets for warranty service, they came out looked at the carpet and said they would fix it. The repair they did not only looked worse than the original defect, I now have a large piece of loose carpet in one of my rooms. I have emailed and called to get resolution for my warranty repair. I have received no response in 6 months time. All I want is to have the carpeting that I paid for to look nice and for them to honor their warranty.

If your reading this...DO NOT use this company. Poor customer service, false advertisement, installers do damage to home and 651 Carpets does not care. Already been paid, so to bad so sad sucker!

Installers damaged baseboards and installed defective flooring. Amanda was very difficult to get a hold of before she just stopped responding to me. Amanda had stated we would be reimbursed for the damaged baseboards and the manufacture would reach out to us regarding the defective flooring. This was three months ago.

I believe we are a victim of bait and switch! On 11-15-19 we agreed to buy the better quality carpet for the same amount as the cheaper carpet that we were shown. The salesman (Ryan) got special approval from Brett (a manager) to make the deal. We waited for installation for almost a month because they needed to order the carpet. Installation was scheduled for 12-12-19. We got a phone call on 12-11-19 (the day before install) to inform us that the carpet that came in was the wrong one. Our options were to install the carpet they had or wait (at least) another 10 days (to order our carpet again) for installation.No guarantee it would be done by Christmas, and all our furniture was moved due to the scheduled install. So we agreed to go with the cheaper carpet (and not the color we wanted either) because they said they carry that carpet in stock. So they installed the cheaper quality carpet for the price they originally quoted us. I called customer service (Amanda) she said the director would give us a discount for the mistake. There was a $600 difference between the higher quality carpet and the lower one, but when it came time to discount, he would only take off $438. My issue is,to make others aware of this bait and switch tactic and don't do business with them. Although I'm upset with the discount, it's not my point. We now have the wrong color and the wrong quality carpet installed in our house. No we are not satisfied and no I will not recommend them to anyone, In fact, I have complained to at least 12 people so far and plan on telling as many people as I know not to do business with them. Bait and switch is fraud and is illegal!

I had new vinyl plank flooring installed and there was a manufacturing defect on one of the patterns that was placed throughout the house. I have attempted to contact the company and they are not updating me on any status of my issue.

So, we had a salesman (Chad) over on Friday 11/29/18. We were told that if we wanted installation before Christmas we had to order that day. We went ahead and put the order in. We were told Ozzy would contact us to schedule on Monday or Tuesday. They charged our card the next day, plus an extra 150.00 credit card fee we were not told about. Monday and Tuesday come and go...no call. Wednesday comes and goes...no call. I called Thursday morning and spoke with Ozzy who claimed our order had not yet been turned in but he would contact Chad and call right back. HE DID NOT CALL BACK. Friday morning I called to cancel the order. I was told by the receptionist that Chad our salesman is the only person who could cancel our order and he would call us right back. HE NEVER CALLED. Friday night, Ozzy called to say he got our order and it would be in on Friday 12/20/2019. I told him we cancelled and not to order. He stated that only the regional manager could cancel our order but they weren't in. My husband called the same day and was told the same thing and hung up on!! Monday comes, NO CALL! I called back and was told they can't transfer us to anyone. They can only take messages (I have now left four). Finally, Amanda called and said we are now past the cancellation date and we can cancel BUT...they will charge us 4600.00 for the materials. She point blank stated that they will not be able to meet the deadline that they promised. She said she would speak to her manager and call us right back. NO CALL BACK!! Meanwhile Chad finally called back and basically stated that Ozzy and Amanda are lying through their teeth and our order was placed on the day they charged our card. He was going to investigate and get back to me ASAP. CALL BACK!! Left another message Tuesday afternoon. Left another message Wednesday afternoon. NO ONE HAS CALLED. NOTHING HAS BEEN RESOLVED!! Moral of the story, just go to Empire. Nothing could possibly be worse than this experience so far.

651carpets installed carpet in my entire house in one day. I wish they'd have taken more time. The installers did a lot of work but they left black hand prints on my white doors, damaged my walls, scratched up the baseboards, ripped the top off my movable bar cabinet, left a window screen and some trash on the lawn and scratched my car which was in the driveway by their van. The carpet is nice but there are visible seams and there is crinkling under the carpet in one room. To top it off, this occurred October 11th. I've spoken and texted with Amanda. I've also spoken with Cecilia who took a very detailed message. That is when I have been able to reach a person. Many unanswered calls. I've not had a return call from anyone. Very disappointed in the installation and the lack of customer service. I do not recommend this company and will not purchase from them again.

This is a horrible company. I had lvt flooring put in. I have had to have them out 3 times to repair and it is still not completed. They have treated me like crap. The owner came to my home and yelled at me. I found out I paid 1000.00 more than I should have paid. They are currently lying to the Attorney Generals Office saying they have completed all repairs. I was told by Chad who they sent out that my floor should be completely redone done to have it correctly installed to manufacture instructions. He told me the owner won't allow him to do it because it is too expensive. I am stuck with a floor that has bumps in it and makes clicking noises. I paid 4,300 for 500 square feet. I have never been treated so poorly by a company.

My sister and I acquired my Fathers house after he passed away, I contacted 651 carpets for an estimate. I met with Ryan the salesperson on Sept 7th. He stated we could still get the State Fair special for $2280 still if I signed that day. I advised him I would need to speak to my sister first. We decided to go with the estimate so I contacted Ryan on Sept 9th and he drove to my house to collect check on 9/10/2019 They wanted the full balance up front but we were not comfortable with that so put 50% down $1140. He stated date of install we would have to have cash or cashiers check for installers My fathers dog had urinated thru out the house and we needed to rip out carpets and seal the floors before carpet would be installed( 651 carpets will not seal floors) along with some paint work. I scheduled carpet on 9/23/19 to be installed 10/5/2019. My sister had a meeting with a stager for the sale of the home on 9/23/19 she suggested we leave 2 small rooms uncarpeted to show the hardwood floors. I messaged the salesperson to see we if we could leave those rooms and maybe upgrade the pad thru the rest of the house and not have restocking fee on the 2 rooms. He stated the carpet was cut and ready to go. So I was fine with carpeting the whole house. On October 5th Ozzy from 651 called and said the carpet was on back order and he wasn't sure when it would be in. I said this was unacceptable because we had a deadline to get the house on the market. He said it could be installed the next day as soon as it came in. No offer of an upgrade of another carpet. I spoke to Amanda on 10/7 she said no refund on the restocking fee. I asked how can you charge a restocking fee on something not in stock. My husband and contractor also spoke to her. She still was not willing to correct the problem in anyway. We had a deadline to meet and with the uncertainty of when the carpet would be in I canceled install and went with Empire who did an outstanding job!

To whom this may concern.

I am *** and I am cancelling my contract with 651-Carpets for the installation of the Granite and Carpet, that as of this date September 8th, still has not been scheduled or contacted me in any way. Tomorrow September 9th will be the third business day for me and I am NOTIFYING YOU of my LEGAL RIGHT TO CANCEL THIS CONTRACT. I was to be contacted by Ozzy to schedule the install either later that day or the next morning. I wont do business like this, with anyone. I was told as well; that all correspondence with me from now on would be by e-mail. This receipt is the one and only reply and only contact so far. You don’t even have the option to leave a voicemail for someone to call you back??? Too may red flags for me!

I will be contacting the main office of 651 carpets by phone if I can get through and cancel this verbally as well.

I gave an additional 750.00 cash and will expect my refund to be as prompt as my payment was!

Sincerely,
*** They still chose to ignore me. I want my deposit back and my contract cancelled because of my concern about communication problems I was having with them and still do they are making my case for me! I do not want to have to go through these issues if there was some problems during the installation process and its too late then! I want to know from someone what is going to happen with my 750.00 refund and cancellation?

we hired 651 to install laminate flooring in our kitchen and laundry room. They sent out two guys from M & L flooring, one fellow
appear not to be able speak English. The other fellow did all the talking and they were very loud which sounded as though they
were having disagreements, the kitchen was finem although they did not install the corner strips, and refused to replace one piece
in the flooring that is a pull up entry, Told me that they were done Also they did notl lay the flooring so it covered the water heater,
furnace etc, Said he was done. I phoned Amanda / customer service and she said she would call back never did I phoned her a couple of times the op ask my last name hung up on me first time I called back she gave me Amanda voice mail. I paid

In June we hired 651 Carpets to lay new flooring in our kitchen. Our sales representative said we had a lot of layers of tile and recommended having the removed down to the subfloor. We agreed and removal and disposal of the tile was added to the price. When the flooring was laid in June, they just laid the flooring over the old tile. We're okay with that but we expect a refund for the removal and disposal charge.
When my husband signed off on the floor, he didn't realize the flooring was not laid under the refrigerator to the back wall in the cut-out the refrigerator sits in. He discovered it when he noticed the refrigerator was not sitting evenly. It is now September and it still hasn't been finished, despite reaching out to our sales representative several times. He keeps saying someone else will reach out to us but we've heard nothing.
Unfortunately my father passed away days after the flooring was installed so we didn't notice the floor was not complete for a few weeks after the fact, and when it was discovered, we were preoccupied and did not immediately contact the company.

I called this company cause were in the middle of a kitchen and living room remodel because I'm expecting and due in December. We wanted a company that would be able to install our new flooring within a couple weeks. We met with a sales rep named Keith and we picked out our flooring. We wrote them a check for $1500 and were told the scheduling department would call on Monday with if the flooring was in stock and set up a time for install. We were told we would have 3 days to cancel. Didn't hear from anyone on Monday like I was told and Keith called me Monday evening( after I had to reach out to them) to then tell me I'd hear from them on Tuesday cause the warehouse wasn't open. Get a call on Tuesday from the scheduling department and we set up install for the following Friday. I'm fine with that cause its within the time window I was looking for and have my husband take off work. I call them the Wednesday before to confirm my apt for the install on Friday and I was told everything was good to go and to expect them between 8am and 10am on Friday. Wednesday night
we spent time cleaning up the construction zone and moving furniture getting things ready for the install. They call me Thursday afternoon ( less then 24 hours before my apt ) to say my flooring didn't come in and is on back order! At that time they tried offering me another flooring option but it wasn't what we were looking for cause it wasn't nearly as dark as the flooring we had ordered. I told them I would like to cancel because we don't wanna wait another 2+ weeks for flooring and told them that if I would of known in advance I wouldn't of scheduled with them. They REFUSED to give me my deposit back even though they were the ones who fell through on there end. I talked to multiple people trying to resolve this but everyone continued to say they have a strict 3 day cancellation policy even though they were the ones who weren't living up to their word and they kept telling me it's not their fault there that its the manufacturers fault. So here I am upset and stuck with this company having to wait for flooring that I don't know when will be installed. I was then told someone would call me first thing Tuesday morning to let me know when the flooring will be in. Tuesday comes and of course no one calls me. So midafternoon I call them and leave a message and still no one calls me. I call them Wednesday and have to leave a message with the front desk to have them call me back. They call me back and say they didn't call me back Tuesday cause the guy in the warehouse wasn't in ( they should of called me Tuesday and just let me know that so I'm not waiting around for a call ) I'm told it will be another 2 weeks till the flooring gets in so I'm set up for install on Sept 23rd. So now here we are waiting 5 weeks for flooring rather than the 2 weeks I was told and yet my deposit is being held hostage and I'm told I can't cancel or I forfit my deposit. And after putting up a fight that I at least deserve a discount all there offering is $100 off. That's less than a 5% discount. I'm so upset and beyond frustrated with how terrible this experience has gone and would advise everyone to stay far away from this company and DO NOT do buisness with them.

Service after sale is nonexistent. We contacted them several times. Amanda said that they would get back to us but they never do. The carpet is three years old and is badly worn. Ten year warranty has no value.

Been trying to get a hold of this company since June (it is now August 31). Have called multiple times as we need a small repair. They take our number and no one ever calls back. Does anyone know how to get someone to call back? installation worker was great but their customer service, or lack of, is -1000%. Seems like every review is the same issue. I cannot believe this place is still able to operate.