Rite Rug Flooring

Horrendous AVOID AVOID AVOID going on 6 months of back and forth due to poor product and installation they expect me to take all these days off to parade stranger after stranger through my house to look at the disasters I didn’t volunteer to be the experiment for this company

Honestly, trying to order and get carpet from them has been a disaster. Steve, the so called manager, will tell you he will call you back and never does. When you call, it is always «I was going to call you» and if you are a savvy person, shop elsewhere as there is no reason to buy from Rite Rug or at least the Rite Rug in Lewis Center.

This was our letter to Rite Rug after they caused extensive damage to our home then tried to get us to sign some very inappropriate documents to get reimbursed for broken items in our home. This link outlines our entire experience with pictures, dates and the inappropriate document. DON’T MAKE THE SAME MISTAKE WE DID! :(
We are brand new to Ohio and had never heard of RiteRug until a referral from a local «mommies» Facebook page. At first everything started to go fine. Don with your Lewis Center Ohio location was very pleasant throughout this process. We are very understanding people, probably more than most because of our extensive backgrounds in customer service. With that being said we were always willing to work with Rite Rug, especially when you were willing to make a bad situation right without hesitation. For this reason we were willing to brush some little things off until it all added up to one big mess that made us feel like you were willing to do anything to help us if we signed over our right to so much as say the name «Rite Rug» in public. In other words you wanted to keep us quiet!
We find it disgusting that you feel you can «buy» us to keep us quiet! We have absolutely no problem signing away your liability for damages and even a nondisclosure of what was settled on; but find it disgusting you feel you can require us to sign away our right to share our experience. Good luck in the future! We appreciated your willingness to make things right and respected you for that. We know people and businesses are not perfect. Instead you sadly tried to be sly and sneaky.
You damaged our home and personal belongings far outside what you even admitted was acceptable and now refuse to correct it. Your documents you tried to have us sign explain why you don’t have many online reviews! This is a sad and disgusting practice and we will put these ill feelings to good use making sure others don’t make the same mistake we did by choosing RiteRug.
DAMAGE:
Numerous gouges out of trim and wall scrapes in almost every room and stairwells
My daughters dresser of a matching bed set had one leg ripped apart from a front cross peice
Large door scrape on bedroom door
Corner of wall gouged down through drywall
Cracked window frame (not wood trim but the window itself)
Broke lamp shade & dented the metal base of the floor lamp (left mess of glass all over bathroom)
Gouged brand new toilet seat
Gouged jewelry floor mirror cabinet
Ripped a 3M hook off the wall in the MB closet (this was 4 feet off the floor)
Carpeted over loft floor electric box
Didn’t screw sliding closet door floor tracks back into the floor of two rooms
Many scratches on our railings natural wood
I was told they would leave all extra carpet and when I asked about extra carpet the installer said several times there was very little left, maybe a 2’x3’ piece. I said I still wanted it. He proceeded to bring in two large rolls that were at least 2′ x 5′ each.
Installers also didn’t move some furniture in our loft back into our daughters rooms.
Installed wrong floor trim

Sheila has been phenomenal! Though we didn’t have a «set budget,» we gave our idea of a price range. Little did we know, we didn’t know much about carpet costs. I will go over each piece a little more in detail
COMPETITION IS FIERCE
I scheduled an in-​home consultation with two vendors. A popular company (apparently the longest standing in the Columbus area) and Rite Rug.
The other company didn’t call to confirm until the day prior. The representative from the other company showed up and was really slow to get started. I explained I had a work obligation an hour after he showed up. This didn’t matter, he continued to tell me about his «friend» that was trying to call him from jail because she was hit for a DUI, all while his phone continued to ring. When it rang the last time, he looked at me and said he had to take it, then proceeded to talk on the phone about this «friend» for about 10 minutes. Seriously? My time isn’t valuable? I’ll be leaving a review for them too.
Sheila on the other hand, personally called me only an hour after I made the appointment online. She asked what we were looking for, style, color, etc. and said she’d be the point of contact for us. She then called the day of the appointment to confirm we hadn’t changed our mind on the time/​date of our meeting and arrived promptly at the designated time I had selected. She got down to business immediately, taking measurements, making notes, drawing up the scale of the rooms, etc. Then we talked carpet…
PRICE PRESSURE
After the «other» consultant finally finished his phone call, he took measurements and showed me some carpet. I had already given him our estimated budget and he explained how some of their deals worked. The square footage he calculated was more than I expected, but this was my first crack at a big home purchase, so I thought maybe I was a little crazy. Then we started talking money. My first choice was WAY beyond my price point, so he recommended a step down. That was still beyond my idea of price, but I said I’d think it over, chat with my husband, and took pics of the carpet I liked so that I could show the hubs. What I should mention — the fees alone were outrageous and I had to have him rerun his numbers three times b/​c I thought they were wrong. I was right. This rep proceeded to try and pressure me into signing a contract, stating we still had a three day window to cancel if we chose to do so. No thank you. I don’t like high pressure purchase.
Sheila recognized, once she figured everything up, that our first choice was the champagne to our beer budget. What she did next was above and beyond. She said there was a different carpet that she thought would not only meet our price needs, but our taste and style. She offered to meet me at the office to go over those options. No pressure… I like it. What I also found out during this meeting, the «other» company had measured nearly 100 square feet MORE than she did.
GOING ABOVE & BEYOND
The «other» rep said he would go home and draw up the documents for the purchase because they «are time consuming» and they «have to be ‘just so’» or there would be trouble processing it. That was his idea of «above & beyond.»
Sheila, on the other hand, knocked off fees that she had power to do so with, gave us an upgraded pad for the price of the standard (though the standard pad was pretty phenomenal too), and stayed in contact the whole time. I went to the office, fell in love with a different carpet (one she thought we’d like) and she sent me home with large floor samples to show my husband so we could come to a conclusion together. She then pushed through all the paperwork and was able to have the carpet installed that weekend for two of our three rooms. Before we had even agreed to the purchase, she reserved a timeslot that was open just so that no one else could grab it if we decided to go with their company. What she didn’t realize was that slot was on a day that wouldn’t work b/​c our carpet was in a store house in Dayton. It wouldn’t be delivered until the day she told us it could be installed. After we decided to go with the company and get the ball rolling with the purchase, she realized her mistake and arranged for Saturday installation at no additional cost to us — she took it out of her commission! WHAT?! Now, THAT is service!
END RESULT
Our carpet was installed and the installers were quick about the work, but did a great job! We obviously have to make sure the seams settle correctly, but they were great!