Carpet Mart

Reviews

• WB

  Will Burchett

  May 6, 2026
  1.0
  Stressful, annoying, and almost 2 months later than expected. TLDR; Save some money and go to a big box store to get bad customer service. The good: The installers did a good job. They're not employees of Carpet Mart, just someone that Carpet Mart contracts with. M’s Flooring Installation did the install. They were on time, professional, and did a really good job. I would recommend them to anyone. The bad: Communication, customer service, transparency. The story: We chose Carpet Mart because we had a recommendation from some friends. We were led to believe that we would have carpet installed about 5 weeks after we paid for it. We put the money down on 1/27, and carpet wasn’t on our floor until 4/22. The payment form says ½ down, cash on delivery (fairly standard payment terms), but what we were told verbally was that we had to prepay the whole thing, including the labor which seemed weird, but I let it go because we had the recommendation from a friend. The original install date was scheduled for Monday, 3/23. I was in the store in the morning of the Friday before to go over a couple of small final details. There was no mention of any issue on their end. When I asked if everything was good to go, they said yes. At 230pm that Friday I got a call saying that the install shouldn’t go forward because the carpet is defective. I was told this was actually the second roll, that the first roll had come in but had been damaged in shipping, and this was a replacement roll that had come in at the same time that I was in the front of the store and they hadn’t looked at it yet when they talked to me in the morning. They should have let us know about the first roll being damaged when it happened but they didn’t. When we asked “what if something goes wrong with the next roll?”, we were told, “this hasn’t happened in 50 years, this is a really good carpet brand, everything will be fine”. Then the third roll also had a manufacturing defect. At this point I wanted to cancel with them and just go somewhere else. They offered a different brand with very similar color, longer piles, and told us it was an upgrade but that we would not pay anything additional. They pushed hard to get us to come sign something to change to the new carpet, but we settled for an email instead. (Maybe they should look into Docusigns to save people the hassle of coming to the store as many times as we did). Since this replacement carpet has longer piles, now I need to trim multiple doors that would have fit fine with the original carpet that we picked out. Not a huge deal, but mildly annoying. Add to this that we’re in the middle of moving, and my wife is 8 months pregnant, and we’re not able to set up our bedroom or the nursery until the carpet is in, and the fact that since I did the tear out of the old carpet myself for the original install date, we were living on plywood for a month instead of what was originally supposed to be only 2 days on the plywood. We understand that things don’t always go according to plan, but we did not receive good communication, they repeatedly said that the problems were out of their hands, and they wanted us to physically come to the store way too many times. I understand that they don’t manufacture the carpet, but they are the customer service branch of the process and really only offered words and no actions to try to make it better. In contrast, I had to wait 10 minutes to pick up a pizza at a local place and they offered me a free drink because I had to wait (I turned it down because I didn’t need it, but it was the right thing for them to do from a customer service perspective). Overall we did not have a good experience working with them. Just go to Home Depot to get the bad customer service and save yourself a couple bucks.
• TH

  Tim Hanley

  Mar 27, 2024
  1.0
  My wife and I went into Carpet Mart on March 7th, 2024 to buy an area rug for our home. We were told that Carpet Mart stopped selling area rugs but we still bought the rug pad knowing we would need it for the new rug that we would be purchasing elsewhere. Our new rug was delivered with a new pad included. On March 27th, 2024 we tried to return the unopened rug pad to Carpet Mart, we were then told they would not take it back. We are now out $100.00! Carpet Mart claims they pride themselves on on delivering world class customer service. They have awful customer service. Consider going to many other area carpet stores. As for us, we will never return to this one! We did have a great experience with Country Carpet in St. Joseph, MI
• TM

  Tracy McFall

  Sep 26, 2022
  5.0
  Omgosh this place is an outstanding carpet/ flooring store! It’s an icon to the area, but I was recently reminded of their tremendous service and selection. And, price was great! I had been renting my house out and decided to move back to the area. With the back up of services and products with Covid, I was sure it would be months before we could get carpeting and installation. We went to two big box stores, but their service and prices were not comparable to Carpet Mart. After visiting two other stores, I decided to try Carpet Mart. First, the service was excellent. The prices were about the same as the box stores. The selection was huge! I found exactly what I wanted and they got me set up for an estimate which was within a week or less. Then, my expectation was it would take forever to get the order and even longer for install. Not true. John kept me informed about the order, when it arrived and then he worked a miracle to get it installed before we moved in. Installation was quick and thorough, and we were soooo pleased when we arrived. Thank you Carpet Mart and the people that made this happen. We still need to do the basement, so we will be back!
• RR

  ragann5096

  Dec 16, 2021
  5.0
  Thank you Carpet Mart for a great job! From sales to installation we are very pleased with our new carpeting and flooring! Thank you for a job well done John and crew! Glenn & Renate Wilson.
• JM

  Jordyn M

  Jun 24, 2019
  5.0
  Great customer service and so easy to work with! We love our new carpet!

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