Custom Carpet Centers

Nice service, good warranty but the Installation isn't holding up that wrll at the seem. They will honor the warranty, however, unlike thr competitor Carpet Factory Outlet. We went through two sets of carpeting in less than five years. They only warranty Install for a year. These guys are head and shoulders above them.

If I could give these installers a 0 star that would be better. Installing was a complete nightmare. I have lots of horrible during and after floor installation pics. Do not get anything installed by them!!!

Terrible, terrible customer service. Once they have your money, they don't care if you have an issue with the flooring or the installation. You can call, stop in the store, send an email....you will be ignored. If you do speak with someone, they will tell you that there's nothing they can do for you.

Unfortunately my experience with the Sheridan Dr. Custom Carpet Centers location in Tonawanda, NY was extremely unsatisfactory. Not only did the experience I have result in Custom Carpet Center losing a customer in the future, it has resulted in creating an advocate against this business to all prospective customers. The original estimate for our flooring needs was $2500. Due to my own error in measuring, the actual price increased, which was acceptable and reasonable - I am no measuring expert. My frustration came because the actual price was $3930 and the salesman did not relay this until after the floor was partially installed. When calling us to tell of the increase in price prior to installation he quoted the new total as being $2983. We believed this to be the total for our floor. It wasn't until the installers asked for the balance that we knew of the $3930 price tag. This $1000 increase would have led us to decide to bring our business elsewhere. I have no problem with the increase in price after their professionals measured the room, they have to make a living too, I have a problem with the misleading nature of the salesperson. When confronted with this miscommunication, the salesperson refused to admit fault and was adamant the confusion was on our end. His behavior over the misunderstanding is the reason behind this 1 star rating. The flooring product is beautiful and the installation workers were professional and fast. When an error is made by a salesperson, intentional or not, the salesperson should accept the error and absorb the financial loses. The fact that we as customers had to absorb the financial loss is unacceptable to me and unethical business practice.

Thank you Jessica for your post ! I thought I was the only one that was misled. I started my journey at Custom carpet in late May. It is now August and still don't have my rug installed. When I called my salesman to see if I could schedule an installation date because I was never contacted, I was told that I had to contact the main office. After a couple days of calls and emails because no one seemed to know where my rug or order was at they finally told me that there was some problems with the person that was binding my rug and when they were done they would contact me. No problem, because I was doing other work in the house so Inwas understanding. Then the day came for delivery July 29th to be exact. Mind you the next day I was having a graduation party for my son at my house, and my husband and I just moved all the furniture out of my living room into other rooms in the house. The delivery men came with. Y rug but not the pad that I ordered( The pad that I ordered was according to the salesmen a better pad then I had and I paid extra money for this pad) I was told that the warehouse gave it to them and told them to make it work. I was livid ! I just pulled all my furniture out of that room, I have to put it all back in because I'm having a party the next day, yes I was mad, mad at the fact that I never received a phone call to say hey we don't have your pad would you like a different pad or would you like to wait for your pad to come in? To me that would be good customer service. I immediately went to the Sheridan store and spoke to Michael my salesman asked for his manager after he explained well they are similar pads...... After weeks of going back and forth with Don which apparently is all in one at the office( no one above him except the owner)😳 My rug is still not installed. My problem is the salesman is telling me that the pad I bought is better I pay $200 more and then you bring me a pad that I already have in my house and say it's the same pricing as the one I ordered. So why was I charged more $$$$$$. Then my next problem is their customer service which they really don't have any except Don, which is not for the customer. After all of this going back and forth and inconvenience all I was offered was a 50 gift card to my fav restaurant. After being a customer for over 20 years I will take my business elsewhere. Somewhere were customers do matter and where people are honest and are not trying to deceive you. If I wasn't at home that day or I didn't pay attention, that other pad would have been put into my house and I would have never known. That to me is not honest and makes me wonder how many other people have they done this too?