651Carpets
reviews and complaints

Terrible customer service! Waiting 4 weeks to even hear about status of our fully prepaid $6700 order! Each call just get the run around from scheduler. Tells us they will check on order and call us back and each time no return status call. We end up having to call them again. Now with virus issue they are closing with no indication of our order ever arrived even but no word possible refund. Promised someone would call us back, no one did. $6700 is a huge amount of money to us and their lack of concern or assistance is extremely frustrating. Very unhappy thus far!

I would give them a 0 if I could, this is the worst business I have EVER done business with! it took 3 weeks since my estimate to get installation scheduled, they put the wrong LVP color in my basement and left with errors in the flooring. I paid 5/22 for the order $9687.00 and they still haven't installed my granite countertops that were scheduled to be installed 6/1 . . it is 6/4 today and of course the salesman told us disconnect water and remove the sink for the new one to get put in. You can never get through to the office and even if you leave messages they don't respond. I even have one of the workers direct lines that I call multiple times each day and leave voicemails. HORRIBLE *** NEVER USE 651 CARPETS

They are a horrible company to work with. They make false promises. Told me they would be at my house to do LVP install at 10am and never showed up until 4pm and was after 11pm finishing up the job. They took shortcuts - very shady! They did the same thing to me when they gave me a time to do carpet install. False promises! They always come up with excuses and extend arrival times. I finally cancelled my carpet install with them. It was 3pm and still a no show! I worked with Matt S. as my sales person - nice guy, but I still hold him responsible as he is the one that sold me the product and confirmed the promised installation time. They are all shady! I am still waiting on my refund of money which they do not want to give back to me, instead they wanted to reschedule my install. I just want my money refunded to me!

Very disappointed! I had my carpets installed with them a year ago and was very happy with the outcome so I hired them again last month to do my upstairs in LVP and granite countertops in my kitchen. The LVP went pretty smooth and kudos to the installers. They worked hard and did a great job. The next day was supposed to be my countertop install between 9-11 am. By noon no one showed up so I called and after numerous attempts finally got a hold of someone to be told that they never got my measurements from the sales rep and no one would be installing them that day. I was furious! No phone call to let me know this ahead of time? I took a day off work and we disconnected all of our plumbing. Our sales rep Toby ignored every phone call, text or email I sent him. When calling the main line your lucky if you can get anyone to answer other than the scheduling line. Their customer service & sales are terrible! Fortunately I was able to get my money back and I am going with another REPUTABLE company. Amazed that they have an A rating with ComplaintsBoard.com. I'll be surprised if they stay in business much longer.

DO NOT USE THIS COMPANY -- I wish we would have checked here first before having 651 Carpets do our floor. We had the entire main floor done, almost $8000.00 and it's HORRIBLE. The sales person lied and keep information from us when we were "thinking" of doing the floor and for him to get the sale lied about how the floor would be done, told us that it would be so "easy" to remove hardwood floor and we could pull it up ourselves to save the money of them removing. Which being it was so hard to remove once we started we wouldn't be able to pull out of the sale because we had started and no going back. Once the floor was installed, we have divots so bad you can trip over them because the installer's installed over holes in the floor, seems coming apart getting worse every day. We have emailed the company twice, have called so far twice with no response from the company. THEY ARE A HORRIBLE COMPANY, they don't stand behind their product or installation. The sales person tells you what you want to hear to make a sale. DO NOT USE THIS COMPANY, THEY DON'T DESERVE EVEN ONE STAR, but had to add a star just to post this

I can't do less than 1 star or I absolutely would. We put granite countertops in off their ad running on the radio. Paid in full up front for the granite and bought new under-mount sink on our own. Three guys showed up to do the work and absolutely botched the entire install not to mention destroyed the garage with granite dust flying everywhere. With zero experience and 12 beers I could have managed to do a better job than the hacks that showed up...if I had more time I would go into each and every issue, but it was BAD! I immediately called customer service and ask to have the granite removed and the full refund for the granite and sink. To sum it up I was given the complete runaround for over two weeks with no return phone calls. The granite warehouse manager finally called me, happened to be Brett the owner's father, who said JR would call me back...never received the call from JR, so I reach out to the owner Brett on his cell phone, I'd had enough...he didn't like that. Long story short, we were issued a full refund for the granite only, not the sink they destroyed nor the clean-up that was required in the garage, and only after we signed a release. Save your money, pay someone a little more and avoid this headache of a company...the fact they have an A- rating on this site is a complete joke.

Communication does not happen. If you expect it, be prepared. After the initial meeting with the salesperson, we discussed the most important part to us was speed and efficiency. The salesperson Matt did a great job selling that once we choose the granite for the counter tops, the luxury vinyl flooring and the carpeting, it should be only a couple weeks. We stressed that we do not want this to take a month since we have other projects needing to be completed and scheduling. This is a pretty decent size order, carpeting in 5 rooms, vinyl flooring in two rooms and granite counter tops which we could have gotten done cheaper, but again speed and efficiency was what we were sold on. 3 weeks ago we had everything signed with a decent down payment given. 2 and half weeks ago, we had the professional measurement done on the counter tops. Today after hearing no communication from anyone, I called our salesperson. He basically said that they are going to start the manufacturing of the countertops soon, the vinyl is in and the carpet will be here soon. When I asked about the time frame it is taking, the salesperson said that he did his job process properly and entered the order, after that it becomes the operations managers responsibility. So if you want follow up after the order from your salesperson, I guess that is not in their process. So I still at this time have no idea when things are going to happen. I asked to get a phone call from operations manager. The salesperson, Matt, said he would send him an email. 4 hours later, nothing. If you want to be over-promised and under-delivered, this is the place. They do a good job selling, but not so good after the sale. I would really appreciate a phone call please.

BUYERS BEWARE! Do your homework, read these review & do not attempt to do business with this fraudulent operation. Take special care to read how many unsatisfied customers they have had recently and note while they will try to place blame on the current situation, losing orders, not having crews to handle volume of orders, etc. the fact of the matter is they are crooked - perhaps because they are trying to build cash reserve while "moving to new location". Our nightmare started the week of March 30th when we were getting ready to list our house for sale. The salesrep, Dan, came to measure & place our order. We were not offered financing (later told that is only available on orders for $10K or more) but talked into paying cash & got a 5% discount. Dan was using a new tablet based computer ordering system & promised to email electronic copies of all paperwork and to this day (5/7 - over a month later) - we still have not received anything other than a proposal document. The install should have never been scheduled without us receiving legally required paperwork Our install was scheduled for April 9th (the following Thursday) but the day before install, we received the notification that our carpet was not in stock & were forced to take their suggestion of a "comparable" product. Unfortunately, the quality seems to be nothing close to what we picked out & paid for. The install crew was erroneously told (due to mistake in paperwork by Dan) that our property was unoccupied to they were surprised & very obviously frustrated that we were home. They installers used our bathroom, WITH THE DOORS OPEN, while we were less than 20 ft away, while here doing the job. We also had excessive damage done during the install (two pieces of furniture, tv, numerous walls, a yoga mat). There were carpet tacks sticking up after the job was "finished" as well as trim work not finished. The LVP installer had to make two trips back to finish the job & assess damages. We provided pictures and written documentation of issues and while JR, sales manager, was quick to admit the damages were excessive and communication procedures were lacking and promised an offer of monetary compensation when work was comleted to our satisfaction, he has since quit responding to emails (at first claiming it was due to family emergency). We have not even had one reach out from customer service manager, Amanda, to resolve the issues either. We were fair in offering plenty of time and changes for this to be remedied. Terrible company, terrible business practices!

I have to say working with these guys has been the utmost worst experience I have had with any company. It started out okay as when you call you will always be able to get in touch with someone to schedule an appointment. After that its all down hill. We wanted to get a new counter top for our bathroom vanity, Dan showed up and seemed like a nice guy and after a short time we decided on a color. We reached out to him after he left as my wife had a change of heart on the color which Dan took care of. Here is where all the trouble began. Nobody called us back to setup an install time though they cashed our check right away. After a week I tried texting Dan multiple days with no response. I tried to call the office but could never get in touch with anyone from the office. Only people I could get in touch with were the same people that setup the appt. They said they were not in the office and could not transfer me to anyone to help. I was forced to leave a message with them. Its now been two weeks since they cashed my check and btw STILL no call back from the salesman Dan. We kept calling and leaving messages to the people that take appts. and expressed our frustration. They stated that we should just keep calling until someone from the office actually answers. My wife then called for hours straight until finally Ozzie from the internal office answered. He stated he didn't have any record of our order and would have to get ahold of the sales guy. I said good luck the guy hasn't responded text or voicemails. Next Day: Ozzie calls back and says they figured it out and setup an install date for a week away on a Thursday. I was okay with this and scheduled to take the day off. Part of our negotiation was that I would disconnect the plumbing and rip out the old counter top. Night Before Install: I called on Wednesday the night before the install to ensure we were still a go but again only was able to leave a message with the appt people. Ozzie actually did get back to me the same day which was a shocker and said we were a go. This was important as I was going to be without a bathroom sink. Day of Install: I installed a couple shutoff valves (REALLY glad I did this as you will see) ripped out my old counter and waited. Schedule time was to be between noon and two. It was around 2:30 and nobody had shown up yet so I called the office and guess who I get? Yep the appt people again! I expressed my frustration and told them my situation and begged for them to please have the office call me ASAP. So now it about 3:45 and knowing that they are going to be closing soon I try to call again and luckily Ozzie answers the phone. I expressed again my frustration and he puts me on hold for about 10 minutes to get in touch with the installers. He gets back on the phone and states that since we went with the 3cm counter and not 2cm that the crew that was scheduled for install doesn't handle that size and that the 3cm crew would not be able to do the install for a week and half later. Needless to say I was LIVID! How about calling me to let me know? If I had not put in the shutoff valve I would be without any water! I also took a day off to be there for the install! This was unacceptable so I told Ozzie to cancel the order that if I was waiting I would have to go somewhere else and please refund me the check He said no problem he will transfer me over to Amanda. Well instead of transferring me he hung on me. I literally called right back and it went to the answering service again! Repeatedly tried with no luck so was forced to leave a message. Amanda did finally call back but for some reason she actually went to my voicemail. Not sure why it rang once and went to VM but in either case she mentioned that she would be sending my check in the mail and I was like great. Order a new counter top from a Menards and wen with their installer who has been awesome. Now here we are two weeks later exactly and after multiple more message left no check returned. Multiple calls to office Yada Yada yada..

I ordered carpeting that took forever to arrive and it turned out that it wasn't being produced any more, so after a long delay, they offered me a replacement, and I finally got it installed. As with so many others, the installation turned out to be crap. There are handfulls of carpeting in the duct work because the ends of the carpeting doesn't have a seem on them, which means more will be coming off. Ozzy says there is nothing they can do about that. My closet doors rattle when you walk by them - something that didn't happen before the install happened, and the response from the company is that it is "structural damage" and they can't do anything about that. It's damage THEY caused. There's lumps in a few places, too, and one of the baseboards has a long horizontal crack to it. They are offering $100 for the baseboard, but they shouldn't be telling me it's ok to do the damage they did to my condo.

We purchased new floors from this company on 21 APR 2020. We were told the product was available and set up installation for the following Tuesday the 28th. I was called on Monday the 27th and was told the truck never arrived so they would have to delay the install, which I was told would be about a week and a half. I never received another call from them. I tried calling them in May to see if I could get a refund. I was told they didn't have the staff to receive my complaint or issue my refund. I called them again at nearly the 2 month mark and was told since it has been more than 3 days since I ordered they could not issue a refund. I was also told that our order just magically arrived on the day I called them and they were ready to schedule the install. I do not trust this company due the multiple lies that I have already been told and I do not wish to use their services. They have not held up their end of the contract and I want a refund.

I have a contract for the carpet I chose to be delivered and installed March 25. I had been called and told it was in the warehouse. We originally scheduled for April 11. We moved it to March 25. I had to call them to try and schedule the installation on March 24. At that time Ozzie told me there was a computer error and they couldn't find it. He offered 2 different colors that were not acceptable. I then spoke to Amanda, who said she would check into it and get right back to me. It took 2 days and multiple calls and texts to get her to leave me a message. I couldn't answer her call because she blocked her number. She told me I would be charged 50% of the price ($3000!) if I decided to cancel my order. They can leave the order in but with the covid 19 have no idea on a delivery date! My house is now in complete disarray because we moved everything to empty the rooms for the carpet. I feel there has been some extreme deception in their practices and should be investigated.

We called 651 Carpets to give us a quote on a new granite counter top and sink. They came out to our house on April 27th. We decided on a countertop and scheduled a install date of May 11th. We gave them a check for the full amount of $1524.00. A few days later they cashed the check, with no work being done. I called them on May 8th to confirm the install date and time and they said they did not have us on the schedule and they made a mistake. They could not get us on the schedule for another two weeks. So, I asked for our money back. I talked to Ozzie, the scheduling manager, he hung up on me and has been impossible to reach since then. We waited for 4 weeks before we were able to connect with Amanda in customer service. She gave us the run around, told us she would help and get us our money back. She lied, she has not been available to help either. The company has horrible customer service, I cannot get through to anyone, its been over two months and all we want is our money back. They did zero work and have had our money for two months.

We ordered luxury vinyl flooring from a sales person with 651 Carpets in mid April and wrote a check for the full amount at that time. Afterwards however, we had to call multiple times to get ahold of anyone who could even schedule the install. Their phone number is only to schedule a salesperson to come sell a project, they will not schedule install or do any other customer service. For that you are transferred and it usually ends up in a voicemail. The flooring was finally installed May 4th but they neglected to bring the transition pieces and so the job was left unfinished. We followed up with a dozen phone calls, again struggling to get ahold of anyone who would respond. On June 24th we finally made contact with a supervisor, J.R., to get the transition pieces we had bought finally installed. July 9th was set up through their office as the install date. We remained home all day, but no one showed up and no one responded to our phone calls. Since then, we've left two messages with J.R. and still haven't heard anything back. The total amount for the materials and job has already been paid in full by us, but the job still remains undone with no apparent way of getting ahold of anyone to accomplish it.

651 carpets visited my home on 4/23, the salesperson(s) name Robert. On 4/23, we agreed to purchase LVP (Luxury Vinyl Plank) flooring throughout the home w/ the custom matching transitions, carpet on the stairs, and custom quartz counter tops. On 4/27, the check in the amount of $15,500 was cashed. Robert, the salesperson, was never available following the cashing of the check. Weeks later we were informed by JR, Robert was terminated from 651. On 6/16 we were finally contacted by 651 letting us know the installation of the Vinyl and Carpet would be 6/16. The carpet was completed on 6/17, the vinyl was never completed. The installers left 6/19 and said they were not given transitions to install, he said someone forgot to order the product. We spoke with 651 again and they said they would have to send a new person out to measure the transitions, this person arrived in late July. We have yet to hear back from him or the manager JR. I spoke with JR August 12-13th around 6:30 PM and he said someone would call tomorrow to schedule the work. We have heard nothing from JR or any other installer, after multiple messages, text messages, we are without out options and need to file complaints against the business.

I'm going to sum this all up. So I had carpet and counter tops installed. Both had to be redone. carpet was a poor installed and counter tops didn't match. Also with the first carpet install the installers broke a dresser trying to use a bathroom that had all the articles from the room in. they could have used the main floor bathroom but instead tried using that one and broke the dresser. they never said anything about it and took the part of the dresser they broke off with them because we could not find it anywhere. so with having to get the counter tops redone they didn't have enough product that we wanted to redo the counter tops. so we had to choose a different product so we could have counter tops in the house. we had to repaint the kitchen so it would go with the different counter tops we had to go with. so in lieu of all this I asked for a refund and funds to cover the damaged dresser which I got Amanda from 651 carpets to agree with and have not seen this refund. The phone conversation happened on 6/08 and I sent emails and phone calls after that and still no answer or refund. I received an email on 7/10 thanking me for the reminder but yet today is 7/21 and still no refund. I have emails and texts with all the info about everything. If anything else is needed just let me know

We have had granite installed, they dented our wood walnut floors in two spots, they didn't clean any of the cabinets, they didn't put shelves back, didn't seal it in the driveway like we were told, they refused to cut the hole for our sink, didn't seal the back splash joint. We called multiple time to talk to the sales rep, Toby G,(651)*** tried to call and talk to a manager, over and over, we were told that everyone is busy and they would call back. Even the senior customer service rep Amanda lied to me and told me she would call me back the same day and still havent called back on three different occations!. What kind of a business operates like this, their commercial on the radio can not be any farther from the truth. Jimmy or Mighael would call on July 15th, I talked to Amanda MULTIPLE times and to the same thing that somebody will call and take care of the issues. The CEO would not even answer or call back! CEO Brett C, you should be ashamed of your employees and your below knowledge and respect your employees exhibit. Absolutely no way will i recommend this company as it has been over a month, job is still not done nor has anybody called us back to make everything right, if you need an appointment, once you get one they totally forget about you, their commercials on the radio SHOULD BE REMOVED!

Check number 5045 was made out to 651 Carpets for vinyl plank and installation in the amount of $9,162.00 for deposit on 2/28. Partial installation was complete on 4/27. I was told that some of the materials (t-molds) to complete the stairs weren't ordered, and it would take 4 - 6 weeks to get them. The installer said he would call me to set up installation when the materials arrived. I never received a call back. He left me with the boxes of vinyl plank that were to be installed on the stairs when the t-molds were available. When I called the company 6/30 they said they had no record of additional work that needed to be done and stated they didn't install vinyl plank on stairs at all. My contract specifically states that 86 square feet of product was needed to do the 13 stairs, and they have already completed the stairs landing. I called the sales rep, who is no longer with the company, and he directed me to the sales manager JR Lindquist (spelling of last name may be wrong as it is just what I heard on his voicemail message). JR left me a message the next day that the materials were never ordered and were 4 - 6 weeks out. As of today, 8/31, I have not been contacted by anyone from the company. I have left JR multiple messages on 2 different cell phone numbers, and I called the office directly today and was unable to speak to anyone but a receptionist that could only take messages. She was unable to give me the name of any managers and didn't know if JR was still with the company. Due to lack of communication from the company, me not being able to get a decision maker on the phone and the significant time that has passed since I was promised delivery, I feel I have no other recourse than to escalate this to the ComplaintsBoard.com. Please help me get resolution for installation or refund for the product and installation I paid for in full in February, 6 full months ago. Your help is greatly appreciated!

On May 26th we had a rep from 651 Carpets come out to do an estimate for carpet and flooring. On 05/27, the rep came back and we signed a contract for purchase and wrote a check for the total sum of $9,171 which was cashed the same day. The rep told us the company was slightly behind d/t COVID and we should hear from them in the next few weeks (they advertise next day install). On July 13th, my husband called since we had still not heard from the company and we gave them ample time for delays d/t COVID. We were told that the sales rep no longer worked there and they could not find our file. After some time on the phone they found the info but told us the flooring was ordered from China and still had not been delivered. We were given the option to install carpet and wait on flooring, wait on the flooring to do complete install, or request reimbursement and cancel altogether. My husband stated we would discuss things and asked the rep to call us back the next day. On July 15th we received a call back and my husband told them that we were not pleased that no one called us or communicated any delays or lack of equipment or time frames and we would like a refund. He was driving and stated he would not be able to complete it at this time. On August 7th my husband called to request the refund and was told someone would call him back the following week which didn't happen. On 08/24, I called and spoke to multiple reps and one in charge of refunds and was told she could process a refund for 50% of the cost. I told her they are not keeping $4500 for their company dropping the ball, not communicating, losing our file and not calling to even set up the job. Nowhere in the contract provided by the company does it mention anything about a 50% reimbursement in case of cancellation of services. No one seems to want to work with us, customer service has been difficult to deal with, and not at all what they advertise about their company.

It started on March 3rd when Sales Rep Chad came to my house for a quote. We agreed on a product and he was insisted on full payment at the time. I paid in full. A week went by and no phone call about installation, I called on March 9th, was told to leave my name and number and someone would get back to me. I called again on March 13th, twice and finally I was transferred to Ozzy. He told me my paperwork was lost due to a new system they were using based on the Sales rep. I was originally assigned Will bit got Chad. We then decided on an install date of March 26th. As the virus continued to ramp up, I called on March 25th to make sure my install was still going to take place. I was told yes I was still on the calendar. Later that day a women with no name called me back giving me a window of 8-10 am on the 26th. So, we continued to clean out the two bedrooms and rip out the old carpet. Our master bedroom was now in our living room. Well, at 10;15, I called 651 carpets because the installers had not shown yet. I was told at that time that the installers reported late that morning. (not my problem). At 11:30, I received a call from Ozzy, telling me that the install prior to mine had ran late and they would not get to me that day nor on the next day(Friday, March 27th) and they were closing down. At this point I requested my money returned in full. I was transferred to Customer Service Department (which I was surprised the company had one), I was put on hold while Amanda talked to "Dave" supposedly the Director of Operations, and he told her I can only get back 50% of my money. Unacceptable as 651 Carpets cancelled my installation. I asked to talk to "Dave" and I was told that I could only get to his voicemail. ( Big surprise). In the meantime, I have not heard from 651 Carpets and I need the money, I also lost my job and I have a house payment to make. My next steps will be small claims court if they do not make this right.

This is multiple fold problems. One: We have been waiting months for our floor to be installed (since march this year). About a 2 months or so ago we finally got confirmation we were getting our floor installed. Installers came out to do the work and didn't have enough material, the right floor and stair transitions and didn't even finish the main level let alone our upstairs. We were told to contact Dave. Dave does not respond to voicemails, calls, or anything else. This lead to 2 weeks of phone calls trying to get ahold of someone (Amanda) who said she would look into it and was told that more material would be ordered as well as the correct transitions. Get a call that they are going to install around august 1st. Come to find out they came out again with missing material (transitions for both floor and stairs were missing) and the installers left without doing work and again we were told to talk to Dave. Tried calling Dave again with lots of voicemails, call backs messages, etc and Dave never responded. Finally my wife has gone into the business to find out what is going on and Dave was incredibly rude to her to the point of her almost in tears. A second manager had to be brought out to help her and to this point we still don't even know if we are getting whats requested but installers are again coming tomorrow September 3rd. We were also told during this interaction that the installers that didn't do any work marked as as completed even though we have unfinished flooring in our main level and never received flooring for our upper level all while we have managers who are being rude to the customer that has already paid upfront for work to be completed. Two, While my wife was in the store she noticed that Dave nor a few others were not wearing the masks yet had them sitting on the desks. A few people when they saw my wife put there masks on (not Dave). This is a clear violation of even their commercials where they state they are being COVID safe.

On 7/14, we placed an order for carpet and install in our home. The install was scheduled for 7/31. On 7/30, we contacted 651 Carpets to confirm the install as we had not received communication or confirmation of the install and in speaking with the office, the install was confirmed and we were told that we would be given an install time window the day of installation. We proceeded to prepare for the install by removing all furniture from the rooms including taking apart beds and removing closet doors; rendering our master bedroom, laundry room and 2 upper level bathrooms inaccessible. They did not show for the installation. We contacted the office and upon multiple failed attempts, we were finally transferred to Amanda. Amanda took full accountability for the error; stating that our carpet had been misplaced. Once the carpet was located, they did not have availability to re-reschedule the installation until Monday. Forced to live in disarray; on mattresses on the floor and no laundry access for the weekend, the installation finally took place on Tuesday, 8/4; with a continued lack of communication. 651 Carpets offered a small reduction in the balance due to account for this error. The day of install, the crew arrived and was frustrated when asked to wear masks when entering our home. They also asked for a cashiers check for the remaining balance which had never been communicated to us (our other option was to pay by card with a 5% convenience fee). They would not start installation until paid and we couldn't get anyone in the office to return our call. They finally reached their manager and received approval. Sending 2 men for a large job (2 full floors), they worked a 9 hour day and ran out of carpet. Not by a little; a lot. They cut corners on the install; not carrying the carpet pad all the way through and creating massive damage to our brand new finishes (trim, doors, custom cabinets) and other existing finishes. Job remains incomplete with no calls to us.