RiteRug Flooring

The whole experience was great. Our salesperson Jeff was extremely helpful through the whole process. The install was quick and painless. The floors look great and overall I'm very satisfied.

If I could give RiteRug negative stars I would. We had floors put in over 6 weeks ago and the work was terrible. The contractors tore up door jams, super glued transition strips that popped up within a couple weeks, didn't bother to pour leveler in a low spot that now bends inward when you walk across it, gouged up the walls, left nails sticking out in transition strips, tore up furniture because they didn't bother to move anything (we moved almost everything but the huge pieces and made space available to put it somewhere), and did an awful job putting in quarter round. Not to mention they left our house a complete mess with super glue all over our fireplace tile and they didn't even bother to vacuum before they left. When we asked the contractor about the issues he said, "Call customer service, they will take care of it." Every time I call customer service I get sent to voicemails and never get calls returned. They have played the ultimate run around game avoiding to take care the situation in a timely manner. After being patient for over 6 weeks, I told a manager I would give her until the end of the week to let me know when, what and how this was getting fixed or I was going to speak with someone above her. Her response was "Well I don't work on your timeline." After two inspectors being out to my home, they still have no answer for me as to when and how all these things are going to get fixed. I have been told a third "inspector" has to come out but then never told when they are scheduled to come. When I call back, they are always "Away from their desk." This is completely unacceptable customer service and I wish I had never put new floors in because this has been such a headache. Do yourself a favor and keep shopping. Riterug was one of the worst customer experiences I have ever dealt with. UPDATE: The said director of customer service has failed to contact me. I responded to the message below through email my contact information so there are no excuses that my contact info isn't on my customer claim. An inspector came to my home today (he had my number and could call beforehand) for the third time, after I had to call and find out when he was scheduled (Aysa failed to call and inform me of this appointment). He measured for new pieces and after going over my original payment invoice I found was charged for leveling prep AND materials but never received the service, materials or a refund. My patience has run out, I expect someone from corporate to contact me immediately for solutions. WORST CUSTOMER SERVICE OF ALL TIME!!!!!!!

We purchased flooring and installation from Rite Rug in late March. Patricia, our sales representative was great. She was caring, insightful, and genuinely passionate about her job. Greg, the inspector Rite Rug provided was also very friendly and sympathetic. These two have been the only pleasant interactions we have had in almost two months with Rite Rug associates. The day of the installation, three men were sent to our house. One supervisor and two of his men arrived at the expected time. The supervisor left immediately and didn’t return until the job was almost over. This normally would not be an issue, but the two men working did not speak English and could not answer a question I had about the flooring installation. When the supervisor returned, he quickly packed up and left. The supervisor even told us that the transition strips will probably come up, just call customer service when, not if they come up. As shown in the review below by my wife and the subsequent response four days ago, we were told we would be getting a phone call from the "Director of Customer Service". In true Rite Rug Customer "Service" fashion, there was no call. The excuse was that our number was not on the account. I have given my wife's phone number to Aysa and have been home when customer service contacted her. I have called them 12 times since April 5th. The fact that a customer has had to call for updates reflects poorly on the quality, or lack of quality regarding the customer service. I did not hear from Rite Rug from April 24th to May 14th, at which point I called them to get an update. We have spoken with Aysa (our customer service liaison) and her supervisor, Tiera to no avail. I have never had to interact with a customer service department and managed to have made no progress. An example to attest to the poor quality of this department occurred on May 16th. I called at 12:28 PM and asked to speak with Aysa. The representative I spoke with said she was away at lunch, which is completely understandable. She forwarded me to her voicemail, and I left a message detailing the point of my phone call. I called back at 2:19 PM, and was informed that she “just stepped away from her desk”. This is understandable as well, and I assumed this was a coincidence. I did not leave a voicemail, as I planned to call back in a few minutes. I called back at 2:58 PM, and yet again, for the third time that she “just stepped away from her desk.” I asked the representative to leave a post-it note on her desk with my name and number to call me back (which she said that she would). I never received a phone call. At this point, it was obvious that my phone calls had been screened and intentionally avoided. Attached is a screenshot of my call log. We requested a refund for material and services to prep the floor prior to installation. Today, my wife received an email with a form to fill out and sign to receive our refund. In the fine print, there is a clause releasing Rite Rug from all responsibility regarding our floor. Basically, if we accept the refund, they are no longer responsible for any further damages incurred associated with this refund. There is a nail that is sticking out of a transition strip that was improperly installed. We have a small child and pets in our home that could cut their foot if it is stepped on (we have placed and taped a thick cloth to cover this nail, protecting us) that they are not responsible for any damages or injuries if this nail is stepped on. The fact that Rite Rug wants me to agree to this to simply get a refund for services and material that were not provided is preposterous. I am appalled by the overall lack of attention to detail and incompetency that I have experienced with Rite Rug customer service and their contractors. We will never solicit services from Rite Rug again and strongly discourage any individual from using this business as well. Rite Rug serves as an example of how NOT to conduct an ethical and competent business.

I needed carpet for the basement. I went and talked with Jeff and we came up with some options. He came out to my house and my wife was pleased with the samples. Everything worked out great. There was some confusion when the installers were on their way to our home and called me instead of my wife, but once there they got everything done very quickly and did an excellent job.

Our experience was good up until the installation day. The contractors were rude at first because they had to move a dog cage and lights off of a night stand. They were also very disrespectful with our belongings. They kicked our clothes, threw clothes up in my closet so they were all tangled. When they were there is was an awkward and uncomfortable situation in our own home. I will not use this location again