Windows West & Carpets

Purchased a carpet from Lowes and had it installed a couple of weeks ago by Windows West since they were contacted by Lowes as the selected installer. They were prompt, courteous and proactive in scheduling a date for the carpet install. The only concern I had was not being able to pick a time of day (either morning or afternoon would have sufficed), but after talking to others I understand this is pretty typical for the industry based on the need to schedule jobs, etc. They worked with me to try and accommodate scheduling needs in order to schedule the install. On the day of installation everything went smoothly, even asking where I would prefer to have the seam based on the room dimensions and furniture layout.

Install: ⁵⁄₅ Awesome.
Customer Service /​Scheduling: ⁵⁄₅
Quality Control: ¹⁄₅
We ordered a carpet from Lowes about three weeks back. We knew coming in that Lowes would send out a contractor to complete the job — no big deal. Lowes did a great job of prepping up for everything and keeping the process moving.
Once the carpet we ordered came in, Windows West kicked in and reached out to us right away to schedule. They had no problems scheduling our install — very easy, piece of cake.
The day of the install: 7:00 a.m. I receive a call from Lowes telling me that the contractor just found a defect in the carpet — I had two options, let them install it and live with it, maybe we could reinstall it by dealing with the manufacturer, etc. The other option was to reject the carpet and have lowes order it again… not an option — we needed to have the carpet installed.
The issue with this is that both Lowes and Windows West screwed up. Lowes failed to confirm the quality of the product once the contractor received it. Windows West failed to check the order when it was received (two weeks before the install). The fault lies heavily with Windows West. Buyer beware, they will not check the carpet for defects until the day of install. If your carpet has a defect, you may be forced with a game time decision. Thankfully the installer was skilled and just an all around great handyman — he was able to remove the defect with some crafty cutting and seaming.
Overall, the installer was a rockstar — the set up was great… the quality control though is an issue that I will soon not forget. For my next carpet project, I will likely use Lowes though I will be a lot more strict with Windows West — once bitten, twice shy.