California Carpet

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• By Daniel W.

  December 18, 2020

  Install Floor

  $6,000

  David, the sales manager is fantastic, for the most part.

  Everything else has been poor.

  Estimator of CalCarpet told me I needed Glue, and they quoted me $210 a bucket for something selling on Amazon or other places for ~$150. So I said I would buy it myself and have it ready for their installers, which was scheduled for a Monday, and would take two days.

  Monday installers arrived and left after about an hour, and didn't return until Tuesday. Very unprofessional. They also told me I did not in fact need the glue, and David mentioned that he would be able to take it off my hands at my cost, since paying $580 to ship $600 of glue and get a net $20 refund is ridiculous.

  Tuesday installers returned, and instead of it taking two days, it ended up taking three. So delayed from Monday and Tuesday to Tuesday through Thursday, two days later than originally planned.

  I also had to point out several poor installations of baseboards, which did not match the remaining baseboards in my house. This is something I checked with installers before they started their work as well as initial estimator.

  Owner said (through David) that I would receive only 75% of what I paid for the product, which was about $450, for a loss of over $150. David said (which I don't agree with) that because labor was discounted I could afford to eat the loss.

  Here is the problem. CalCarpet told me I needed to buy glue for my floors. I bought the glue. Then CalCarpet says I don't need to buy glue, and will take it off my hands at 75%, leaving me out $150+. When asked about this, they refused to comment. I am the customer, following the expert's recommendation on the product, who then changed their mind, but the customer is worse off for this.

  I have left many messages with the company and owner that have not been received. I relayed my concerns to David, through the website, and the manager of California Carpet when I dropped off the glue.

  There are many other units in my complex that may want to do their floors as well. It is incumbent upon me to share my experience so that others are aware, that their "customer service pledge" is, to put it mildly, a lie.

  This is the pledge:

  At California Carpet, we believe that you, the customer, are our greatest asset. We are dedicated to creating a positive experience for you — both inside our stores and out. With each customer, we are committed to providing the following:

  To always attempt to exceed your expectations - but they severely failed to meet any expectations of punctuality, competence, reasonableness, and respect.

  To be informative and responsive - but as mentioned, they were neither informative nor responsive to my concerns

  To deliver exceptional value throughout your experience, from the showroom through installation team and after sales support - but value was not realized

  To operate from a place of integrity and respect - but they completely lack any semblance of integrity and respect

  To earn the right to have you speak highly of us. - but I will go out of my way to warn anyone and everyone about this experience

  Thank you.

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• By Cliff J.

  May 12, 2020

  Hardwood oak flooring at entry

  My experience was poor. Previously, for installations over the past 20 years for my properties in Woodside and San Carlos, I would rate California Carpet San Carlos a grade of B. This time, with regard to installing hardwood flooring, parts were missing, and then when they were supposedly in, it was the wrong part. This job has been going on for about three months. San Carlos California Carpet just cannot seem to get it right. I am still dealing with them and hoping for a good result. I would give them a current grade of D.