Our experience started out well with good in-store selection and advice on carpet choices. However once the order was placed it was all downhill from there.
To make a long and painful story fairly short, we had scheduled the carpet for the end of our remodel process and one week before we moved in. We found out a couple of days before moving in that half of the carpet was not the ready. Then when they went to install the other half of the carpet that was available in the master bedroom they ran out of carpet in the closet. This had to be ordered and took about two weeks to come in (after a couple of more go rounds with promises on delivery dates that were not met). We also found out that they had not measured the carpet and pad properly and so our French doors to the exterior of the house as well as the interior door would not close. They left the interior door off and did not even bother to clean up the half finished bedroom. So we had to move in with no door on our bedroom no carpet in our living room and French doors in our bedroom that would not open. Not to mention, we had to vacuum the carpet, move the bedroom door out of our bathroom and rearrange the remnants in the closet just so we could move in. They originally would not take responsibility for the door interference and said we would have to take care of this. After opening a case with American Express they seemed to become more amenable and finally had the doors fixed.
During the course of this we talked to a number of people, and even though they were all nice (except for the discussion about the doors) they constantly overpromised and under delivered. Somewhat amazingly, even after being told we were their number one priority, I called the owner of the store Ray Jr and left a message with him and never got a call back. I assume this is indicative of their attitude towards customer service.
We went with Rays rather than the big home stores because we thought we would get better quality and service going with a smaller outfit. we were very wrong.
We would highly recommend you to look elsewhere for your carpet needs.
