Carpet Exchange

Not impressed. They sure advertise a lot. However, their prices are much higher than other carpet places in Denver. They claim to beat any offer by 10% but they didn’t in my deal. I went elsewhere.

Dear Mr Odette
In ⁸⁄₂₀₁₄ Carpet exchange through there representatives Charles Sari and Deborah Distel, made an agreement with me to replace my carpeted floor with hardwood and tails. Also to replace my carpeted staircase with hardwood. They assigned installer Dana to thewhole entire job. Dana did not finish the job in a timely fashion, when I complained to Charles Sari about the delay, quality of work and absence of Dana, I received an E mail from Charles Sari on 11/​26/​2014 (Hello, I guess we are projecting to be finished with your project on Tuesday next week. I just wanted to touch base with you and see how the new floor is looking? I also would like to collect a token cash payment to get some of the amount owed off my books before the end of the month. If you could call with a cc # I could pick up a check for $ 4000.00 it would be greatly appreciated .We can settle up on the balance after completion.)The project did not finish and Dana was a no show again. When I complained again they promised to finish everything and I received this E mail from Charles Sari (Hello, Dana called me and had me forward this info. Original $ 27 553.49 -$ 12 711.04 -$ 60.00 -$ 3976.11 — — — — — — — — — — Due $ 10 806.34 Thanks… I paid under the promise that they need the money to finish the project and repairs. I also purchased new Railings and balusters to replace the old one that was damaged by Dana during their removal to replace the the steps. I still have them setting in my garage and living room until now. Dana shortly disappeared completely, I called him again and again for over 3 month finally I spoke to MS. Mary Dunmire, store manger, she came to my house and inspected the work, she stated that was one of the poorest work she ever seen, and that Carpet Exchange will do (Whatever it will take to repair the floor and finish the stair job) also she informed me that Dana is no longer one of their contractors for the last 4 month, because of his poor work and that MR Charles Sari also no longer works for the company and that she new nothing about this problem. She brought another contractor with her they both agreed to the poor work preformed by Dana and promised to finish the floor and the staircase to my satisfaction. Until today MS Dunmire did not finish the job, nobody showed up to my house, she argued with me through documented emails for more than 6 month, and by the end the she told me that Carpet Exchange will do nothing, she gave me the name of another contractor (that he does not work with Carpet Exchange) so I can call to finish the stairs Balusters and Railings work.. Carpet Exchange removed and damaged the Balusters and Railings over 15 month ago, I have no railing on my stairs for almost 15 month now, they recently finished the steps on the stairs by another contractor, I am left with, over $ 30,000 loss, a hard wood floor that have large gaps in between and stairs that have no railing, with the danger of falling everyday.
Product_​Or_​Service: ACACIA HANDSCRAPED Wood
Order_​Number: BT9360 BT9370
Happy new year

After spending 4,700 $ on carpet and an additional 350 $ for some tile I must say ask the negative reviews are justified. Our salesperson, Rob is a joke. The installers also damaged my walls at waist high or more??? One ceiling light fixture was barely hanging on until I fixed it. They shaved off paint in every doorway. As far as service goes Rob dropped the ball at every step of the process. Measuring, scheduling and a refund they owed us. Never returned calls and no concern for anything. I’ll never use carpet exchange again because of this

Gave the contractor wrong pieces on more than one occasion! Ordered wrong tile, and acted like it was not his fault, that he had not read the email fully. We included all the info and even a picture of the tile.
The product orders were overseen by Joe U.
Let me tell you no one from the bottom to the top that I encounted on any of the orders did an accurate job.
We had them into the home more than a few timesl
They promised this, and ordered that.
Then they misled themselves into believing their excuses would work.
I have reported the entire two month process to the BBB.
We, have the call audio and paper trail to back it up.
Don’t use them at all. Not even for materials.
We had to delay finishing for weeks because of them. We had to pick up all materials, even though we spent 1000’s.
They did drop of two times, but only to swap out the tile which they orders wrong, and some transition pieces that they ordered wrong.
They also promised to install the transitions, but could not as when their guy Derrek arrived, he had wrong pieces.
They have retracted that promise. We have no transitions finished.
DON’TUSE THEM

If I could give no stars I would, we were told it would be one day installation and they left our house unlivable and now we must take additional days off of work so they can come finish, I would not trust this company or their employees… RUN! It’s worth whatever extra $ to hire a real company that knows how to schedule services and give legit estimates. Horrible experience from the start… Should have listened to you fellow Unilocalers:(

I wish I had read the Unilocal reviews on Carpet Exchange before going there. Big mistake. I had such a positive experience with Carpet Exchange in 2010 that I called them again this year when I needed the carpets in my house replaced again. WHAT A MISTAKE!!!
On April 20, 2015 I called the Denver location and spoke with Hans Pudim who was my sales rep. He said they could install replacement carpets within a few days. I explained I needed it done around May 20^th, after my current tenant moved out and interior painting was complete. He assured me that would not be a problem.
On May 16, 2015 I emailed Hans and told him the install date needed to be moved to May 22^nd or 23^rd. I told him to contact my friend who lives in Denver and has a key to my house to schedule the time of the install. Hans ignored my email and on December 18^th called me and left a message saying he needed a lock box code to get into the house for install. I called him back immediately and left a message telling him to contact my friend and reminded him it needed to be installed on the 22^nd or 23^rd.
A few days later my friend called and said after leaving several messages with Hans he finally called back and said the install can’t happen until May 27^th! This means my realtor has to reschedule the stagers, cleaners and photographers. It delays the date I can put my house on the market.
I sent Hans an email complaining and this was his response:
I understand your concerns. It took a while for me to get in contact with [your friend]. We traded phone messages for a few days before finally getting into contact. During that time, the available spaces filled in. I set this for the earliest available. I did not have a firm date ahead of time.
I am sorry for any inconvenience.
Hans
You «understand my concerns» Hans? Your ineptitude cost me money!

NOT recommended. It was the least professional retail experience of my life. The sales person stopped calling me back after the installation process bogged down, later explaining that he «didn’t have my correct phone number.» (They did manage to have my money at that time, and he had previously managed to call me at any one of three phone numbers he had…). The installation problem: the salesman inaccurately measured the job. It took 5 visits by the installers. One set of installers gouged /​hacked my bed frame. (Initially I posted this review and accidentally identified the County Line store. I’m correcting my mistake. Carpet Exchange never managed to do the same.) What kind of business model is this?

Bottom line… don’t waste your time with Carpet Exchange.
We stopped in the store, on a Friday evening, to get a quote on some carpet for our basement. The salesman, Everett, was fairly helpful in walking us through the different styles and providing rough numbers of cost so we scheduled a measuring for the following Monday. I told Everett we wanted to get things done ASAP since some of the carpet had been ripped up from damage.
When Monday came along, Everett showed up promptly and measured the area. Before he left, he told my wife he would call me with a quote so we could order and get the installation scheduled. He confirmed my contact information with her and then left.
Tuesday comes along and I still haven’t received a call. By this time, I’ve read the reviews on this place but thought I’d give them a second chance because it had been a while since that last review. I called Carpet Exchange and left Everett a voicemail since it was «his day off».
Six days later and no call. Nothing. Apparently they’re doing so well they don’t need to follow through with prospective clients. I didn’t feel like I should be begging for their (apparently poor) service. I guess judging by the overwhelmingly poor reviews of this place, I can consider myself lucky that I only had to deal with an inconsiderate lack of follow through.
Instead of wasting your time here, go to Home Depot where they actually WANT your business.

Terrible experience with this company in Parker. Installation was done poorly. Left messages with both the Parker store manager and the Denver regional/​district manager in Denver. Neither returned my call. I will not use this company again for any reason.

Don’t do business with this company. The product is OK, but the installation is horrible. The installers are independent contractors who will damage your home, do a substandard job, and argue with you if you point out all the damage they have done.
Don’t bother calling the store or a manager to complain. No one will call back or make any attempt to fix the damage. I wish I had read the reviews first. They all use the same words: terrible, horrible, incompetent, etc.
I will never do business with Carpet Exchange again.

I do not know where to start with horrible experience I had at Carpet Exchange when I recently got my kitchen remodeled. First and foremost, the sales staff and management could care less about the customer. They are unresponsive, incompetent, and disorganized. I had to follow up FIVE different times to get my counters templated. I was lied to on multiple occasions about what was to be included in my quote, and of course, once templated my quote was off by $ 1,000!!! The day before my tear out and no one had called my wife to give her an approximate time of when they would be there. I had to call Carpet Exchange and my file had no record of who or when the counters would be torn out. I was given absolutely no instructions or documentation on how to keep care of my new quartz countertops. And finally, I was told that my tile order would take one week… A week goes by and I send an email to the assistant manager asking when the backsplash would be installed… and her response: «Talk to your salesperson» (even though I had placed the order with her a week prior). Low and behold my salesperson lets me know that I will not have my backsplash installed for another month.
I can honestly say I have never had worst customer experience in my life.

Please avoid purchasing anything from Carpet Exchange. Really, really avoid this company. We had a horrible experience at their Denver Platte Street store (company headquarters), and Carpet Exchange employees extorted us into paying more for our carpet than was estimated (salesperson & management problem).
First of all, salesman Everett Trueblood forgot that we were even in the store and made an order with him to carpet the bedroom in our newly purchased home. During that initial visit he gave us an estimate (we had done measurements) and we gave him our credit card information to charge half the cost, as is customary with Carpet Exchange.
A few days after our visit with him at the store, we called him because he hadn’t come out to measure. He hastily came by our home and it seemed he couldn’t even remember us or our order. After the carpet was installed, I waited for an invoice to get charged the second half. A few days later Everett Trueblood called asking for my credit card information again. I said I had given it to him and thought he already charged me half and was waiting for some kind of invoice to sign off on for the final cost. I gave him my email to send me an invoice. For many weeks, I didn’t hear from the salesman or Carpet Exchange. They had my credit card information and my address and email.
Three months later, they sent us a Statement of Lien saying us we owe more than we were quoted. 15 minutes later we were in their store in person asking why we got a lien statement instead of an invoice, and why they never charged my credit card and instead decided upon a scare tactic to make us pay more money. The salesman eventually said «I’m sorry, but do you want to pay now, or what?».
The next day my husband met with the manager, who treated him with disrespect, basically told him this was our fault, and made no explanation for why we were never even charged the initial half up front or received an invoice for ANYTHING, and said they wouldn’t release the lien unless we paid the higher amount. She falsely claimed that she had personally sent us invoices, and that the installation crew had left us with an invoice. None of these things happened, and her claims that they did only prove to me that incompetence and dishonesty are all in the normal course of doing business for Carpet Exchange.
All I can do is let folks know to avoid this business and not fall into the same trap we did.

Horrible experience! The elder lady and the manager were extremely rude at this store (The Carpet Exchange store inside of the American Furniture Warehouse store in Englewood). We asked them to take an 8×11 rug down to look at it on the floor and it was like the end of the world. All of the rugs at 4 of the carpet Exchange locations that we visited in search of one particular rug were all damaged. We were sent to 2 stores an hour away claiming that they had the rug we needed in perfect condition only to arrive and find that they either had the rug and it was damaged or that they had the wrong size… one employee said «oops, he didn’t ask the size when he called»…What??? I think they can price so low because the rugs are seconds, returns or damaged, but they won’t tell you that. I would avoid these stores at all cost, especially the store at this location– Carpet Exchange, 8820 American Way, Englewood, CO 80 112, phone: (303) 790‑2364. Wish I could give them zero stars! HORRIBLE STORE!!! If you are looking for an area rug and feel a need to check this business out, I would only go the store on County line Road in Highlands Ranch and ask for Kyle. He is very friendly and honest!!!

Crooks! I went to get carpet installed. Salesman gave me a good quote and then when I called to get measurements he had supposedly lost them so he gave me another quote similar and measured the house. Called back to schedule the installation and yet again he lost or threw away my house measurements and quote. So the salesman had to come back to my house and measure And gave me a much higher quote. I was furious but said hey didn’t want to deal with it so I used carpet exchange. I got a bill for the higher of the three quotes and then when I went to pay over the phone he charged me wayyyy more than on the COD receipt!!! Which the carpet installers left a couple nail strips so when you step near the door ways your feet get poked. I am so upset and disappointed and feel I got screwed. I called to talk to the store manager and she was put so left a message and instead of calling back a customer that is disappointed and overcharged and wants a refund for the money they over charged the managed decided to leave early and not return phone calls. I would never recommend going with carpet exchange. They do a bad job and steal your money !!! Oh and their supposedly stainproof carpet you pay more for is totally stainable with just dirty feet or dog paws. Crooks!

I wish I could give them less than 1 star unfortunately that’s not an option. Ordered $ 2500.00 worth of custom rugs from carpet exchange and was promised by John at the Thornton store they would arrive in 2 – 3 weeks. He then calls and says it’s going to be a few additional weeks. Then calls again and says 10 more days. After ten days passed I called him and he said another week on the one rug and 4 more on the other. At this point I decided to cut my losses and cancel the order. He of course said that it was out of his control. The first thing that comes to mind is bait and switch, As you can read above we gave them more than enough chances to make it right. Fact is I asked the store manager to give me a call to explain, after 2 weeks no call. Funny that I had read other bad reviews but wanted to give them the benefit of the doubt. Never again, please save yourself the headache and go elsewhere.

I am SO pleased with my purchase here. Installation was just completed and I could not be happier. I had no reason to choose Carpet Exchange necessarily, I just had been shopping for a while and decided to pull in when I had a spare 30 minutes (I thought I’d just be quickly looking at their selection — but in 30 minutes I actually was close to making my decisions!). The showroom is huge and the selection is fantastic — and every price range is available. Abbey Stuart was my «carpet counselor» and she was amazing. From the moment I walked in, I was in great hands and she REALLY knows her stuff — she helped me narrow down to a few selections quickly and happily and she actually helped me stay BELOW my budget (WOW!). My final choice is GORGEOUS. The installers were awesome — showed up at 9, were professional and non-​intrusive, the install job is great (no seams visible — not easy in 800sf of non-​linear space!). I am SO SO SO SO Happy I made this choice. I will consider using CEx for other projects in my home, too!

Reading the reviews here makes me think… DEJA VU. My experience is as follows:
Very outdated sales practices by the salesman — didn’t like dealing with a woman — and practically refused to answer my questions.
The store manager, Jeff Reynolds, didn’t want to come to our home to measure but did and then complained about it. He sent a quote that only the staff would understand. Refused to speak with me about it. Then sent another quote after I signed the first — of course it was MORE $$. Finally Jeff explained that it was his mistake. But, still refused to provide the original pricing.
They lied about employing their own installers. Lied about quoting me a price for 3 installers — only 2 showed up. The lead installer was a bully and screamed and yelled at me, turned up all our thermostats to 90 degrees, sat in our kitchen and talked on our landline to his wife about this particular job for close to 30 mins!
Installation was AWFUL — little or no tacking, little or no glue, little or no nails, sliced and gouged our wood moldings, damaged our walls and paint, mis-​measuring all around, left a bump in the living room, didn’t layout the carpet as requested in high traffic area… ugh, POOR EVERYTHING!
Jeff refused to tell me who his manager was. Got the name of the VP, Cameron Neuhart. Mr. Neuhart came to our home and assessed the damage — agreeing with most. Sent another installer to fix. Installer was much more professional and pleasant. But, not long after his «fix» the carpet came up in areas. We then noticed not all the issues were fixed — sorry, but I should have walked around EVERY spot and had him re-​do. Can’t believe we have to babysit ADULTS. Shouldn’t have to.
Mr. Neuhart went AWOL. Requests to speak with the president went unacknowledged.
Filed complaint with BBB of Denver. Carpet Exchange and Colorado Carpet & Rug are the same company. Owned by GSO Investments. President is Bruce Odette.
Despite BBB involvement the issues go unfinished.
Arbitration or lawsuit will follow.
Instead of under promising and over delivering the people here are deceptive and have poor customer service resolution.

I see the huge negative reviews, and perhaps that’s based on installation, but considering we didn’t purchase anything here, I can only review based on in-​store experience.
Parking is easy — the lot is huge. They were open on Sunday, which is apparently a rarity in the carpet business.
The sales man was friendly, knowledgeable, and helped price out carpets on the spot. We had been to two smaller stores prior to going here, so when he gave us the price for the basic saxony carpet and it was half of what the other stores told us, we were really suspect. But, we went to Lowe’s after and got the same price for the same type of carpet and figured it was just the smaller stores charging more.
The sales guy was nice, a little over-​confident and kind of acted like he didn’t need the sale, which sometimes is nice but in this instance kind of made me feel like he didn’t care if we were there.
The selection of carpet is massive, and they have a ton on the showroom floor.
The best part was probably the large bowl of Dum-​Dums on the counter, and the magenta sample of corian countertops. Awesome.

The carpet was the least of my problems.
The installation was a freaking nightmare. The subs they used gouged my walls and baseboards with utility knives, left *holes* in my drywall, bashed baseboards and doors, and ripped off 100 years of paint off my stair pickets. Keep in mind, this was new remodeled construction so I was QUITE aware of the condition of things before they started.
On top of everything else, they seamed the rug across a high-​traffic spot, NOT the low-​traffic area we agreed to and even the 15 month old baby can find the seam.
I spoke to Chuck the manager. He conveniently side-​stepped over all the damage issues when I brought them up. He said he’d have the installation manager call me about the seam… and do what? Move all my stuff and reinstall the rug (and redamage the house again!?) yeah right.
Heaven forbid I actually get a partial refund for all my trouble.
Thanks Carpet Exchange. I’ll be sure to use you NEVER again.
PEOPLE, DO NOT USE THIS COMPANY!

Alllright. It’s about 2 months after I placed my original order for my carpet. After being promised a delivery time under 2 weeks, I STILL do not have the correct carpet installed in my home. What a nightmare!
There is a saying in sales: «under promise and over deliver». Well, Chuck Sari from Carpet Exchange does just the opposite. In fact, everyone I have spoken to there practices «over promise and under deliver». Apparently, once they have 60% of the order total in payment, they move as slow as molasses and could care less about customer service. 9 out of every 10 times I am promised something (a prompt call back, a delivery date for the carpet, an install date, an update as to the status), it is never delivered.
I have been the project manager for this entire ordeal — always having to call in to get updates, leave messages, hope I get called back. It’s ridiculous. I can’t understand how this company can stay in business with such poor customer service. BBB will tell you that they’ve had 23 complaints in the past 36 months, even though they are in satisfactory standing.
Would not recommend this store to anyone. Even if Home Depot takes longer for the install — it will be worth it. Carpet Exchange is freaking terrible!