Abbey Carpet & Floor

I was initially referred to Abbey Carpet by one of their vendors on East Coast. From my first experience walking into the store, to subsequent phone/​email exchanges, to the actual carpet installation, I must say that they exceeded my expectations.
Thomas Engberg was a helpful on floor salesman — no high pressure selling, just a great listener who helped us find the right product for the room (and our objectives).
The two gentlemen who installed the carpet were exceptionally efficient, polite and perfectionists. Faustinao Rivas — we are so grateful for your excellent workmanship!

This is a review on their customer service — I have not purchased wood from them since the customer service was so bad over the phone, I can only imagine what they would be like, if I bought wood from them and something went wrong (as it did in many of the customers reading through the Unilocal reviews)
I was calling around to find pricing of specific wood which I wanted to install in our house. As soon as I gave the specific brand name, the guy I was talking to said «we don’t give out pricing over the phone. We prefer to have customers come into our show room and then we can give out pricing». When I asked if they also do installation and if they could at least tell me how much they charge for the installation, the guy said «again, we don’t give out pricing over the phone. We prefer to have the customers come into our showroom» this time in much more rude voice (you know the kind of person whose wordings are polite and the tone of the voice that is rude, making you hate the person all that much more).
Anyway, in all my experience, the only place that doesn’t give out pricing over the phone is because they sell way below manufacturer’s recommended price so they are not allowed to disclose it, or a dishonest shop where they try to get you in the shop and then sell you things at a premium price but makes you think you are getting a great deal. Judging from so many negative reviews, I am positive this shop is the latter. The project is not that big — 500sq ft of wood and installation, but I’m taking my business elsewhere — probably Precision flooring or SJ Hardwood Floors. I’m sure Abbey Carpet & Floor couldn’t care less. Usually, the employee rudeness comes all the way from the top.

I recently purchased beautiful wool carpeting for my flight of stairs. The initial
installation was flawed (the type of carpeting I had picked needed to be serged on the ends but the salesman who originally helped me didn’t tell me this). Nancy the owner of this store and the San Mateo store. was absolutely wonderful in the way she dealt with this She incurred additional costs to correct the issue and made it clear she wanted me to be happy.
You can buy carpet at many stores; you can buy it on-​line. What is worth paying for is to have someone stand behind their product and offer you top notch customer service.
This is what I got with Abbey Carpet and Nancy and John. I am a loyal customer now.
And, the stairs look absolutely stunning. Armando the carpet installer, did a great job.

As another poster wrote, I had an outstanding experience with Abbey Carpet & Floor from start to finish. This is the second time I have used their services; the first time I went through the store in San Mateo, this time I went through the store in Menlo Park. Both times I have been extremely happy.
The sales experience was very pleasant. I stated my needs clearly and, Keith, the sales person, was able to suggest an excellent solution. I had some water damage and wanted replacement flooring that would minimize any similar damage in the future. He came out to do the measurements and came up with details regarding installation that would best meet my needs. The installation process was just as positive. The men who came to do the work were very friendly, discussed options with me as they worked to make sure that I got what I wanted/​needed, and even went above and beyond what they were asked to do. They made up for some other contractor experiences that weren’t as positive.
The experience I had with the San Mateo store in the past was similarly positive. They installed wall-​to-​wall carpeting for me several years ago.
Abbey Carpet & Floor sets the bar high for customer experience and satisfaction. Kudos :-)

After my husband and I spent several days surfing numerous websites, and driving around the Bay Area looking for the floor stores, I noted a store within several blocks from our condominium complex: Abbey Carpet and Floor. We found there the best combination of affordable prices and good quality. Abbey Carpet and Floor has a huge selection of carpets, and also numerous choices of wooden floors and tiles. The manager of the store, Eugene Perez, was very professional, and helpful. He listened to what we wanted, discussed options, and gave his thoughtful recommendation. He suggested to us a beautiful beech wood engineered floor, slightly darker and warmer in color than white oak, and we absolutely loved it. (There was, however, an unexpected delay in picking it up.) We bought blue carpet for the bedroom, and beech wood floor in the living room from Abbey Carpet, and we were very pleased with the way that Eugene Perez runs the store in Menlo Park, and treats his customers. The carpet installer, Pablo Carrillo did a very good and neat job. We highly recommend Abbey Carpet and Floor for your floor projects.

We had an outstanding experience from start to finish with Abbey Carpets. When I started looking there (on the recommendation of a friend), it soon was obvious that most of their carpets were out of my price range. Nonplussed, Eugene said he had one sample in the back and one he could order that might meet my needs. Over a week or so, I came back and looked these over and one turned out to be perfect. He was extremely courteous and thoughtful, and went out of his way to assure that I was getting my questions answered. Once when I went back and he wasn’t there, the other staff person was equally helpful and courteous. My experience in another carpet store was that they pretty much lost interest when they found out my price range. The staff here were absolutely wonderful and worked within my price range.
Once I ordered the carpets, the installation went perfectly. Arturo and Marvin worked almost 11 hours in one long day to complete the installation in a day. They left the areas spotlessly clean, and the carpets look wonderful.

Dealt with John Christensen. He was rude to us in the shop. When, after two months, virtually none of the samples had arrived, I called to ask what had happened. He was even more rude over the phone. Completely unnecessary. I will look for someplace else.

Poor customer service, extensive delays in receiving my order, poor follow up after installation of the hardwood floors

Just remodeled our house and worked with Abbey Carpet Menlo Park (Eugene) for all of our hardwood floor and carpet work. Eugene was great, his installers were awesome, and our house turned out beautiful. Abbey has a good selection of materials all the way up and down the price scale, and I found it very easy to work with them. My wife and I had a very particular budget and taste, and we were able to find what we needed at a price point that made us happy. Overall good experience, one of the brighter spots of our new home. I sent my sister over to Eugene at Abbey just last week, same experience so far… all good.

Abbey Carpets in Menlo Park is a place to avoid at any cost. I walked in with a sample of carpet I wished to match, and the woman manager wouldn’t bother to get out of her chair from behind her desk to assist me. She had me bring her the sample, sniffed that it was «apartment grade,» and said I could start my search among a long row of samples to see if I could find a match. She made it clear she too busy or important to assist my search for «apartment grade» carpeting. I walked out. This «locally owned and operated» outlet must have all the customers they need because they are clearly not interested in acquiring new ones.

I wanted to give our local store my business vs going to a larger chain which also carried the custom rug I ordered. The customer service was poor, when I called to inquire about my rug, they were rude and abrasive and finally when I did receive my rug 3 months later it was not according to my specifications. They acknowledged that despite them taking the measurements, it was their fault. The did correct the problem, however, another hassle and wait time. Overall I waited much longer for a rug that I could have gotten much faster and with less hassle elsewhere, very disappointing.