651Carpets

I had 651- carpets instal flooring throughout my upstairs and lower level. Looked great right after installation. Six days later I had water dripping in my basement bathroom. I had someone come look and found that the installer put a nail though the baseboard in the water pipe cause a small leak which over time caused a significant amount of damage. I called as soon as I found it and requested help. I turned my water off to avoid more damage. Within 24 hrs they sent a plumber to fix the pipe. But I have spent a month trying to get the insurance information of the installer so I can put a claim in and get things fixed. My phone calls have not been returned and I have been told that I can call the installer for the insurance information. I paid 651 a lot of money to handle all aspects of the job. This is their responsibility to get me the information needed. I don’t have time to solve more problems from their mistakes. Thanks for your help!

You can't trust this company. Once you have a problem, they never call you back. The installers damaged my floor, woodwork and trim. Was also promised $100 for making a online appointment, but never received credit. I called several times and they kept sending me to voice mail once they knew I had a complaint. I would NEVER recommend this company.

We got our carpet installed from 651 carpets a few weeks ago. After the installers left, we noticed they broke part of our tv entertainment center. We were going to let it go, as it is in the back corner until we noticed more damage. They knocked a $500 deer head of the wall and it is wrecked. We are really unhappy as nobody mentioned anything to us. I called 651carpets a few days after the installation and was told a manager would get back to me. I never heard back from anyone. I called again last week and talked to a manger. She told me to text her pictures of the damage and she would go right to her higher up. Again, I never heard back from anyone. I called today for the 3rd time. I waited on hold for 12 minutes and was then sent to a voicemail to a customer service rep where I left a message. This was 3 hours ago and I still haven't heard back from anyone. I am very frustrated with not only the lack of honestly of the installers, but the follow through with management regarding the damage that was done when they were here.

Managed would want to talk to me after they didn’t show up last weekend . Didn’t fix the problem and whould like to investigate why they don’t like to talk to there customers of fix the problem. Kqrs should dump this company off there air time

I had 651 carpet out for an in home estimate for a quartz countertop and backsplash. We decided to go with them and paid in full almost $4600. On May 11th.They installed the countertop, no backsplash June 17th, over 2 weeks past the June 3rd scheduled date. We have a 60/40 sink, which they installed the 60 on the left side instead of the right. There is a very long scratch like mark on the island and we got no backsplash.
I have called them every other day since June 17th trying to get some answers. I either get a call center that tell me the office is unavailable and call back later or get put on hold for 20 minutes and no one ever picks up.
I would like the sink and scratch addressed and the backsplash installed. We did pay for countertop and 4 inch backsplash.

Purchased vinyl flooring from 651 carpets in February 2019. I was told that vinyl flooring was very durable, was waterproof and could hold up to an active family, including a 4 month old puppy By the beginning of March 2019 the vinyl floor by Shaw was already scratched and getting more damaged by the day. I have two 12-year-olds and a 14-year-old; we DO NOT on our vinyl floor we do not scrape metal objects on it we have been nothing but cautious with it. It seems no matter what we do the floor scratches. Big scratches, small scratches they are all over the floor. I am very very displeased with the customer service and solving this issue has been a big problem for us. It is the middle of July 2019 and I cannot get any calls back from the company or any resolution of any type.

I was informed that Shaw Flooring would not cover the damage because it was under normal wear and tear. I have consistently told 651 carpets I just want the floor out of my house and I want something in my house that does not look like crap.

Purchased a laminate floor from Empire carpets about 2 to 3 years ago. The laminate floor is absolutely beautiful and is held up miraculously! The vinyl Shaw floor is very poorly made scratches very easily and does not hold up to normal wear and tear and does not look like it’s 20 years old.

Salesmen Will guaranteed an install date of May 21st because the flooring we wanted was in stock in their warehouse which is the reason why we initially went with 651 carpets.
1.We needed this job completed by the 21st of June, for a home viewing.
2.We placed our order on the 24th of May for the 1st half payment price which was $2174.
3. On the 29th of May employee Ozzie confirmed our order was placed for carpet. since we ordered vinyl flooring that was supposed to be in stock we emailed and called in and they told us it was being ordered but we would be good.
4. As of the 13th of June our product still was not shipped from their manufacturer and they refused to give us a refund.
5. It is now the 18th and we cannot get anyone to call us back and they are sending our calls to voicemail. This is horrible customer service and we haven't even had the flooring installed. We do not want to move forward with this company. We want a refund as soon as possible.

They do a great job until there is a problem....We had counter tops installed May 4th with this company. Things went well with the install except for the installers adding a seam to a small 30 inch part of a counter. Not even sure why you would do that with such a small piece. I don't do counter tops but there would be no reason to do this with such a small piece. I called to let the company know of this problem. I received a call back from Amanda and she mentioned she would need some photos of the piece. It took three phone calls three days in a row 5/6 - 5/7 - 5/8 to try and get an email address to send these photos to. Never received a call back to just get an email address. Amanda finally did call me back and said she saw me in the scheduling system but it had looked like nobody followed up with me to schedule. She said she would go ahead and get me scheduled for Thursday the 16th of May at 3:00 for the granite manager to look at the piece. No call no show. I then call Friday called the 17th to both Amanda's phone and also the scheduling / reception number. Left a message with Amanda on her line then wanted to make sure she there so called the main line. The reception answers you ask for Amanda and then they put you on hold for at least 15 min until it forwards you to general mailbox that tells you it takes up to 72 hours to return the call. No call back..Of course! I decided to wait to call on Monday May 20th. Called Amanda left a message. Called main line again put on hold for 5 min hung up and made a call form my work phone. Asked for Amanda's line...put on hold again.. after 5 more min on hold I called again from my cell they picked up and did not answer and sent me straight to hold for another 15 min. I did finally speak with Amanda again on Friday May 24 she mentioned I called her personal phone and she didn't use it much so she had no idea I called. She asked if anyone had gotten a hold of me to reschedule. And of course the answer was NO. She said she would check to see if the person in charge of re scheduling was still in office and said she would call me back that day. Of course no call again. We are not to Monday May 28th and I have left my message for Amanda on her line. Called the scheduling / reception and asked for Amanda. Asked me for my name and put me on hold another 16 min....then again to gen voicemail box . I feel I may have to resort to visiting their office to figure out what will be done. The company is quick to get a salesperson out to sell. But if there is a problem you are non existent to them and held hostage in their dead end of phone calls. I have no idea how they are accredited with the Revdex.com still. I wonder how we will ever get this resolved. Where to turn... the attorney general? I have been very kind and patient through these multiple phone calls. And the few times that I have gotten through. Why would a company do this to customers. Just and overall lack of respect. Horribly disappointed!!!!!

We have been dealing with 651 Carpets since my carpet was installed on November 17, 2018. I was very excited to get new carpet and Will the sales rep assured me that there would be only three seems. The installation was done very poorly, we have six seems, with exposed seems right in the middle of the living room and a high traffic area, gaping around doors of bedrooms, the edges lifting up right next to the hardwood floors and damaged to our hardwood floors. I called 651 Carpets to ask someone to come and look at the carpet. After several no shows, no response to many left messages I filed a dispute with Synchrony Bank on December 1, 2018 (where I financed my purchase). After many many more phone calls an installer Rod finally came out to our home on March 16, 2019 and the first thing he said was "I can't fix this, I don't have the proper tools, no one to help me and not enough time for this job and he said you need another 10 feet section of carpet" (which we were never given any extra carpet). He flat out said I am not going to fix this because I did not install it. After talking to Amanda at 651 Carpets she said the only thing they will do is replace a ten foot section of the carpet right in the middle of my living room. I explained to her my concern that it has been over four months and the once they ordered carpet it would not be from the same dye lot and not match the existing carpet and it doesn't fix the seeming in the middle of a high traffic area. I asked her about 651 Carpets 110% Satisfaction Guarantee and she said that was the only thing they would do is replace the area. I did receive a letter from Synchrony Bank showing the dispute was closed and what 651's technician's words. Which is a flat out lie compared to what he told us. I reopened the dispute, needing to get a carpet professional to come and take a look at the carpet, write a letter about the poor installation (which I need to pay for) and sending in pictures of the carpet.

Has carpet installed at cabin (2958 Donnelly Dr Maple Lake MN) on April 20th. The installers broke the handle of the sliding glass door in the master bedroom. The lead installer pointed this out to me and said he'd take care of it. When signing off on final paperwork I noted they broke the door handle. I did not hear anything from them so I started trying to contact them on 5/3 during business hours. No one picks up and the only option is to leave a message. I tried calling on 5/6 same situation. On 5/7 I left a message explaining the issue and that on one has contacted me about fixing the door. Their voice message said it could take 2 business days for a return call. No return call. On 5/14 I sent them an e-mail asking to address the problem and no reply as of 5/18.

So they basically are unresponsive to my issue. I have since purchased replacement hardware (only $22 plus tax) and installed it (the door is used often so it needed to be fixed). This isn't so much about the cost of this but that the installer said it would be taken care of and I have not heard anything from them, they will not return my call, they will not return my e-mail.

On April 6, 2019, I had granite countertops installed. When I questioned the installer why one of the countertops, 4 total (that butts up to another and where the seam is) did not appear to match or even resembled the other 3 and happens to be the largest piece, I was told in broken English that the granite was cold and still wet and in a few days they would all blend in. Therefore, I believed them. On April 9th, I tried to call my sales representative Justin, no answer and his voicemail box was full so I called 651 Carpets directly and the man that answered said that his Customer Service Manager had left for the day. I left him a message to have her, Amanda, call me back the next day. No response, I waited for a few days and called again, still no return call. On April 29th, I called again, and was told that Amanda was on vacation and due back in the office the next day, again I left the receptionist my name, phone number and asked that she call me as soon as possible. Well I gave her two more days to call and heard nothing. May 1 I called again and asked for Amanda, the receptionist ask me for my last name, I gave it and she put me on hold and came back and said, she is unavailable; would you like to leave a message? She then put me into a voicemail box (generic) and I left a message specifically for Amanda to call me back, of course I had not heard back. My last and final attempt to reach her was unsuccessful and I asked for her boss, the receptionist said that was Dave and he is on vacation. I ended the phone call with a message that if I did not hear back by her or her boss that I was going to dispute the charge with my bank. Still no response. Five failed attempts to seek resolution

I would give them a less then one star. I spent a lot of money getting carpet installed at my restaurant and now it is completely destroyed. its ripping up on the sides I have called and spoke with Amanda and I don't get any response back. I have called the Attorney General and placed a complaint. This company is not holding up on any accord! All anyone wants is any issues resolved!

They just lie. About everything. I have nothing good to say about this place. Counter top operation is a complete joke and the granite manager is a complete sg.

Our installation for vinyl plank flooring was supposed to be on March 14th and be completed on the 15th. The installers put down most of the flooring, but failed to complete the stairs which were apart of the contract to be done. They didn't complete all of the finish work, clean up their mess (leaving razor blades and sharp objects all over the floor), and never communicated that they were leaving on the 15th to not return again. We assumed we would receive a call the following Monday to inform us of when the rest of our installation would be finished, but there has yet to be nothing. We decided to take it into our own hands and reach out to them on Tuesday, only to be put on hold for 10 minutes and then sent to a general voicemail. I later called again, finally getting directed to customer service to a woman with the name Amanda. She listened to our issues and said she didn't know anything about what was going on and informed us she was going to speak to the manager of the install team that was at our house and get back to me within the hour with answers and a resolution to getting the rest of our work finished. There was never a returned phone call and I tried again multiple times on Wednesday and Thursday to speak with someone, I was told I needed to speak with Amanda. At the time of calling, she was busy so the person on the phone kept telling me she would give her my information to call me back immediately when she was off the phone. She has still not given us a call back. I am frustrated and angry over the $10,000 that I have put into this flooring project and the fact that it isn't done, nor is it done well and nobody has cared. It has been a week that we have been living with half carpet on our stairs and unfinished vinyl flooring. I would never recommend this company to anyone after putting all of this money out and having this business be so unconcerned and so unprofessional over my experience.

We had carpet replaced in two bedrooms, and carpet squares in our basement replaced with carpet. During the initial consultation, we clearly made a point that we wanted the carpet squares removed because of recent water issues from our washing machine. We did not want it to happen again, and have a third layer of material that will soak in water. We were quoted for the removal and installation, and had the work done. The bedrooms had their old carpet removed, so we assumed the basement did too. With the recent snow thaw, we had water in the basement, which we couldn't seem to get dried out, so we pulled up the carpet in a corner, to find that the carpet squares were never removed, and were tack stripped on top into the concrete as well. We contacted the company, and originally was told that it wouldn't have been included, even if "removal was circled on the workorder sheet", because carpet squares are an additional cost, which was never discussed. Originally they told us it would cost us $1150 for them to come, remove the carpet tiles and replace the carpet padding, and put the carpet back down. The glue holding the carpet squares down is the strength of double sided tape, so I said we can do that ourselves, although it should have been done in the beginning. Even then, they told us for only replacing the carpet pad, and putting the carpet down, we would have to pay $600, from the Director of Operations. Granted, they are not at fault for water getting into the basement, but the issues are compounded because the work they agreed to do, and then didn't do, making it nearly impossible to dry out the materials.

We reluctantly asked if they would be willing to complete the work for $300, since we still feel they are at least partially at fault. The Director was firm on $600, so I asked if they would meet us halfway at $450. Still no. This is when we decided to end the conversation.

I sent the following email to them for a response over a week ago, no surprise after the experience I had.

'I recently would like to state my overall dissatisfaction in working with 651 carpets over the last few months. I was let down with the professionalism with respect to scheduling and organization issues that led me to spending a lot of extra time and effort to work with you for my carpet install. I will do my best to outline my experience chronologically.

December 2018
-I scheduled an online appointment and had a representative at my home 1/2/2019. I was looking to get my stairs carpeted.
-Representative showed up, told my wife he didn't have sample of the carper she wanted be he had samples in the binder and she identified 'Snow Fall' from that supplier. He took measurements, gave her a quote, told her she just needed to call and schedule. Sounded great.
-I called to book later that week and was told that the sales guy had not gotten the info in yet and it sometimes takes some time and they would check back in with me later that day/tomorrow.
-No response from 651 Carpet.
-Called and was told the sales guy may be on vacation and they were working to get info from him. Said they would return my call later that day when they knew more.
-No response from 651 Carpet.
-Called again after waiting more than a day and asked the same question, nobody knew my info nor when the quote would come in. Was then told that if we did not pay/put down $ that they may not have made a formal quote and that is why it doesn't exist and they can;t find info on the carpet type we wanted, specs of carpets, etc. At this point I had no clue how the quote or info was lost in translation, and figured at minimum they would follow up with the sales rep who came out to at least get the info they could out of him. I was told I could move forward by scheduling another in-house appointment. I then expressed my displeasure that we had to do that again and with there scheduling time slots, my wife and I's alternating work scheduled and 2 young kids that scheduling for us is not easy and we have to do a lot of work to just accommodate anything like this so I really didn't want to have to waste time on this but we scheduled another time. Asked to speak to someone higher up about it.
-Given Aaron's name, call him, he apologized for all of it and says he'll personally be out on site to take care of it.
-Sales guy (Aaron I believe) is assigned to come out and clean up the mess. I schedule a time and end up meeting him at my at his convenience due to weather. Losing a 1/2 day of work. At this point, its the least of my issues cause he is responsive and professional about everything which is a change from prior interaction with 651 Carpets. He measures, takes the quote price for what we were told and has no visibility on 'snow fall' but we forward him the picture from the original visit and he figures it out. We pay 50% on quote. Aaron was great overall.
-We call and book install for the following Monday.
-We then have a death in the family and after I receive a confirmation call Sunday about the arrival Monday, I call back 30 min later and ask to push out one more week due to us being out of town. I apologized, they said no worries and that we were on for the following Monday.
-Monday AM I get a call around 8am that they are on the way to my house to install. I tell them there is a mistake on there end and I rescheduled for the next week.
-Next Sunday rolls around and I don't get a call about install window, I assume they will be there around 8:30-9am next day.
-Monday AM and nobody shows up, I'm at work, wife has gotten kids to a sitter for this and they aren't there.
-I call to follow up and I am told that I was put down as a 'sales call' not a 'install call' buy the scheduler. He acknowledges that he noticed it went from install to sales, was confused but didn't do anything about it. At this point I am not surprised at how terrible the scheduling, logistics and professionalism is and just reschedule for the next available Saturday morning.
-2/16/2019, Saturday comes, they call on there way ,show up and do a great job. Even though they have no measurements or dimensions and I have to go measure and tape the stairs in the areas I could like carpet to the dimensions I had given 651 Carpets, two separate times.

Overall, I am very dissatisfied with my experience. The time it took to actually get carpet on my stairs was increased dramatically. The amount of time my family took to work around a lot of issues cause by 651 Carpets was very frustrating. I tried to imagine how all of this could happen repeatedly when we live in a world that is driven by technology advancements in logistics, organizational tools, etc. It could only be two things: 1) the people working at 651 carpet in the areas that I interacted with are incompetent and aren't very good at there jobs. Or, 2) The system is set up for them to fail and there needs to be changes to help fix these issues so they can be avoided. I feel bad for the people working within a system that could operate this poorly if that is the case.'

I had 651 Carpets install carpets to three rooms and to do a patch job in my basement. At first, the salesman who came in to show us samples seem to understand what we were asking them to do, but when it came time for the install it was clear the installers had no idea how the patchwork was going to work.
With concern to the salesman, we did not remember to ask for an upgrade on our padding. But you would think this would be a question the salesman would ask in case the customer did forget. We do take some responsibility on this part though.
I took the salesman to the basement and showed him the area we wanted to be patched and because it would not be possible to match the color we asked him to have the installers cut it from a corner area to conduct the patch and place the new piece in the corner. He left us believing he understood what we wanted.
The day of the install the installers did a great job installing the carpet. When it came time to do the patchwork they were going to use the gray carpet we used upstairs to fix the corner patch, the carpet downstairs is brown, we told them this was not what we wanted. We still had the installers fix the patch, without fixing the corner patch which would be created with the idea they would come back at another date to fix it.
The installers did cut the piece of carpet from a corner in the basement, but cut it from a corner of the basement which was exposed. I had shown the installer the corner I wanted them to cut out the patch out, which would have been hidden under our couch. Instead, they cut it out from a corner which can be seen when you are in the room. They left unable to complete the job but said 651 carpets would be in touch.
651 Carpets called us a few days later and said they were unsure of the carpet downstairs when it came to color and asked me to take a picture, which I did. That weekend a person came out with the carpet to be used to patch, none of which were the same style as the carpet in the basement, so we sent him back without allowing him to fix the patch.
A few days later a staff member called to say they do not make the style of carpet anymore and we would either have to live with it the way it is or use what they could find. I told him this information would have been great before they cut was transferred to their supervisor, Amanda. She had the idea to use the carpet in the closet. After I measured it the carpet was 1ft short, so cannot use it. I called back to Amanda to inform her the following week only to get her answering machine. That was a month ago and I have called two to three times per week in an attempt to have them finish the job I already paid for, but as of today, Feb. 27, 2019, Amanda has not called me back. This has been going on for four weeks. I tried to call through their scheduling department only to be forwarded to Amanda., she never called me back.
I would never use 651 Carpets again nor would I suggest to anyone to use them based on my experience with them.

Be careful!! They won a big job from us, 8 rooms and 2 sets of stairs. First there were unexpected delays and it took them 2 weeks longer than promised to set the first install date, which they then cancelled the day of due to lack of product. A week later, and another cancelled install date, again after we had already taken the day off. Finally their promised "two large crews" arrive the following week. This "large crew" consisted of 2 guys in the morning and a third that afternoon. We called our sales rep and the install coordinator who had promised us a large crew so it could get done in one day, and both of them said no one else would be coming and we had to live with it. Early in the afternoon it became obvious that we would have to do the cleanup, vacuuming, and move the furniture back ourselves, or there was no way these guys would finish before midnight and we needed our house back! When I asked for a credit because of all the delays and then having to use our own labor to put our house back together, I got nothing but lies and then no return calls from anybody who could actually give a small credit (5%)! Ultimately we are happy with the carpeting, but very unhappy with the promises they broke, and kept breaking. And then they just slink off with your money because you have to pay the balance before they start installation. Watch these guys, they don't really know how to do business in a manner that makes you want to use them again!

I purchased carpeting and vinyl plank flooring from 651 carpets and it was installed in November 2018. The carpet installer came to my home at 9:30 am and said it would take 3 hours. By 2:30 I had not heard from him so sent my ex husband to my house to check on it and he said the guy was just starting, had my thermostat up to 90 degrees and the carpet all shoved up against my freshly painted walls. When I got there after work he told me he had to leave to go finish a couple of other jobs so he left my home unlocked. The next day I found glue patches in my carpet and on my VP flooring so I called the installer and he came back and told me they must have sold me a bad roll of carpet and tried to clean it up. I had to call him back again because he still did not get it out After the 2nd time of him still not getting it out, I contacted the store and was told by Ozzy that they would have to talk to the installer. The transition pieces were also missing and needed to be installed as well. I contacted Ozzy multiple times for resolution and was told they would call back but they didnt. Finally Chad came over and cleaned up the glue that was in my carpet and on my floor but have found several other glue patches that I have removed myself. Chad also came over to put in the transition pieces but they do not match and my carpet is still not completely done. I have contacted Cherry for resolution and got nowhere with her so I finally filed a dispute with my credit card and stopped payment until it gets resolved. I paid $9000 for this flooring and here it is in February and it is still not complete. They were supposed to come on Feb 9th but nobody showed up and when I called the store, the person did not know anything about it. I have had them over to my home a total of 7 times with me taking time off work each time and finally told them they will have to work on my schedule now. They are supposed to come this Saturday to finish everything so will see if they do.

I would give zero stars if possible. Their customer service is the worst I've ever dealt with. Someone was scheduled to come out to my house for a carpet repair, they never showed up, no one called and no one returned my phone calls. After another week and a half I talked with someone and she said they couldn't help us based on pictures. They never actually came out to look in person and didn't offer any real explanation. This company does not care about their customers and I would never recommend them. Please stay away from this company!