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3.2 9 Reviews

Smart Carpet Complaints Summary

5 Resolved
4 Unresolved
Our verdict: While Smart Carpet has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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6:47 am EDT
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Smart Carpet Customer service and complaints department

When I had my flooring done I was told it came with a 20 year gaurantee, fast forward 2/3 years and some of the beading in my hallway has literally fallen apart like tissue paper so I contacted customer services and that's when hell on earth began

The reply included that the beading was not wear and tear but damage? I asked about the 20 year gaurantee and was repeatedly ignored so I phoned them, I asked about the 20 year gaurantee but they refused to answer until I gave them my details , on return I asked her to explain it to me but the reply was vague and odd, as in a manufacturers fault etc which makes no sense! I then asked her to put me onto a manager because I didn't like her explanation and she began shouting at me and wouldn't let me speak.. she declared she had explained it 5 times when it was actually twice she then stated that if they were to repair every customers flooring " they wouldn't make any money"? So then I said so what is the point of the 20 year gaurantee then if nothing is covered? So she got mad at me again especially when I asked for a manager .. her reply was I know my job I have explained it to you so you don't need to talk to a manager .. she then refused to let me speak again and ended the call by saying I am banned from calling for a week .. seriously?. So after yelling at me and treating me like crap she then hung up the phone ..

All this just because I wanted to know what the 20 year gaurantee covered and I needed some beading replaced

I can not urge you enough . Do not be fooled with the sales pitch of the 20 year gaurantee.. it covers you for absolutely nothing and they don't want to know UNLESS you are buying from them .. once you have paid them it's game over they couldn't care less what issues you have and seem to like turning it around on the customer .. might I add that one of the door rails had also come up which I had tripped over .. they wouldn't sort that out either so I had to use double sided tape to fix it myself .. I was supposed to come back to them for my bedroom flooring .. nothing in this world will make me deal with these people again . The rudest people I've ever known

They also declared they would charge me 45 pounds minimum to have someone come and fix the problem . So no the 20 year gaurantee covers NOTHING

Just to add I had a phone call from them offering free beading but would still need to pay the 45 pound which is fine however she told me that I had refused the offer when I didn't .. she then stated that she will reply to my comment on here that I refused the offer ..

PLEASE NOTE SHE IS LYING ... I NEVER REFUSED THE OFFER IN FACT I SAID IT WAS REASONABLE BUT MY REVIEW WAS BASED MOSTLY ON THE BAD ATTITUDE OF THE PREVIOUS WOMAN SO NOW I CAN CONFIRM THAT THIS WOMAN WAS ALSO EXTREMELY RUDE AND MADE IT CLEAR SHE WAS GOING TO LIE AND SAY I REFUSED THE OFFER .. SO CLEARLY THEY WANT TO LOOK GOOD

SHE ALSO SAID THAT PEOPLE WHO LEAVE BAD REVIEWS DO SO BECAUSE THEY CANT GET WHAT THEY WANT. . I ALSO TOLD HER I WAS DISABLED AND THATS WHY I BEGAN SHOUTING ESPECIALLY AS THEY WOULDNT LET ME TALK... SHE REPLIED WITH " WELL THAT EXPLAINS IT THEN" SO WHAT EXACTLY DOES THAT MEAN?

Desired outcome: An apology for disability descrimination and for being unprofessional.. I actually want to speak to the actual manager of head office

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10:05 am EDT
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Smart Carpet Prefinished hardwood flooring

I purchased a prefinished hardwood floor from Smart Carpet in 2014. 18 months later the finish began to wear of in several different places. SC sent out a Rep who stated "this should not be happening". SC them sent out an inspector who wrote in his report that the cause of the issue was "excessive wear". I'm not sure how excessive wear is defined but I did purchase a residential product for a home. Smart Carper relinquished all responsibility to the manufacturer Mohawk Flooring a faceless giant in Georgia.

Smart Carpet offered me no solution. Not a repair zero.

Smart Carpet will not advocate for you and they DO NOT STAND BEHIND THE PRODUCTS THEY SELL. Run away from Smart Carpet.

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12:46 am EST
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Smart Carpet - Don't buy from Smart Carpet

$11, 000 of poor quality and poor workmanship. The carpet they installed in 4 bedrooms is much thinner than what the salesman showed us. It is so thin the tack strips are sticking up thru the carpet. My child and dog ripped their foot open in the doorway when they stepped on the tack strips. We also had laminate flooring put in. The hallway buckled after 2...

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Is Smart Carpet legit?

Our verdict: Smart Carpet has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Smart Carpet's position as a benchmark of trust and quality within its industry. Users and clients of Smart Carpet can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Smart Carpet earns 100% level of Trustworthiness

Perfect Trust Endorsement: Smart Carpet achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Smart Carpet. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Smart Carpet has claimed the domain name for smartcarpet.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Smartcarpet.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Smartcarpet.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Smartcarpet.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Smart Carpet.

However ComplaintsBoard has detected that:

  • The website belonging to Smart Carpet has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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5:43 pm EDT

Smart Carpet Bad install of carpets!!

I would not buy smart carpet s again! The guy who comes out (Ross) talks and talks a good game but thats what it is a game to sell carpet! Who even knows if the carpet I paid for is the one they lay. Which they can't even get that right! My carpet looked as if it was rolled out and not nailed down. I was able to lift almost my whole carpet along my walls! I asked them to come out and fix it, they sent the same people, with exception of one different one, guess that will make the whole difference on how it will be laid now! This was after I had asked them twice NOT to send the same company out but they did anyway! Which was Vinny's flooring and carpets from Long Branch NJ, if you get them watch out! Why would I want the same people to fix a job they couldn't do right in first place. Anyway still not the best job after but I am to busy to keep having someone come out to fix this job. Smart carpet managers there seemed as if they could of cared less of my problem too! So please don't go with this company if you are shopping for carpets!

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3:54 pm EDT

Smart Carpet The product is terrible, and I wouldn't recommend them to a soul

I had Smart Carpet in for an estimate and I prefaced our meeting by telling the two gentleman that I was not ready to make a commitment. Of course, by the time they left, I had committed to put "wood" floors throughout my entire first floor.

What a waste of $5000! The product is terrible. If I so much as drop a fork in the kitchen I have a dent or a chip; instead of putting plywood down on the slab so that I could get real wood nailed into it, they sold me "engineered wood" that they glued down. Since the slab is uneven, the floors are "spongy" in some places where the floor does not meet the product. (They CANNOT tell me this is not possible - my parents next door had it done and their floors are GORGEOUS!)

I had to have them back to remove the glue from the floor because it was so poorly installed, AND they told me that the installers would Spackle the nail holes in the quarter round trim. Nope, not done. And most of the trim is not even cut properly - the measurement of side by side pieces is off. The floor has multiple scratches, dents, chips, dings, etc after only 4 months and one person living here.

How sad that this is how they do business.

To say that I regret this decision is a HUGE understatement. The product is terrible, and I wouldn't recommend them to a soul. They put a sign in my window - before they had pulled away from the curb I took it out.

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6:03 pm EDT

Smart Carpet I will never buy anything from them ever again

I had brought carpet from smart carpet 3 years ago the carpet has buckle 4 different times in the pass 3 years.all 4 times they have been out to our house and always said this will be the last time it will never happen again. well i will never buy anything from them ever again. and plus they chipped pieces of the molding that goes around the house.

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1:14 pm EDT
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Smart Carpet The most disappointing sales transaction I have ever had

I was conned into buying a specific carpet that was stain resistant like no other! I was told ALL stains come out or else the carpet will be replaced. Well needless to say, certain stains could not be removed and when I called for replacement carpet I was denied by Smart Carpet and the manufacturer of the carpet. I too was told to contact an independent inspector. The most disappointing sales transaction I HAVE EVER HAD. Stay clear of this sham company.

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aries of pa
, US
Apr 26, 2010 10:34 pm EDT

no carpet is STAIN PROFF and it 's written on all samples ! so if you don't read what you buy how is that not you fault!

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12:38 pm EST
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Smart Carpet Do not buy from this company

In my opinion, Smart Carpet sells a low quality product and does not stand behind their warranty. Below is an edited letter sent to the Better Business Bureau of New Jersey that explains the complaint. The rug in question is at this time still less than 1 year old. I have just contracted another company to replace it at a cost of almost $1, 900. The bedrooms do not have to be replaced yet. I have contacted every consumer agency I could think of to no avail. My options are to get another independent inspection, and continue to play that game at my own expense, or contact a lawyer and pay him god knows what.

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helcha75
Lakehurst, US
Feb 18, 2010 12:08 pm EST
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I would recommend going on line to your State's Official website. Go to the Office of the Attorney General, Division of Consumer Affairs. There should be a listing for the Office of Consumer Complaints. They are the Chief investigating section for consumer complaints. In addition, The Office of Consumer Complaints also enforces the Consumer Fraud Act and regulations. Usually, there's a phone number you can call to have a employee assist you file a formal complaint against the Company. This area, the Division of Consumer Affairs has a lot of useful information as well. There is a section that explains about, Alternative Dispute Resolution. (ADR) Alternative Dispute Resolution resolves disputes without going through traditional court systems. Ask the employee from the Office of Comsumer Complaints about this if you have questions or any interest in this area. The more complaints received from consumers, the better. Best of luck. Don't forget the Better Business Bureau too!

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Remya Warrior
Oakhurst, US
Jan 15, 2010 9:35 am EST

I have faced the same problem. My carpet is also less than 6 months old. I have been trying to contact them since there is a lot of unravelling. The carpet I had there earlier looked much better than the one I have now. We also have the nails standing out. I already got hurt once and so did my son. We had to pay extra to move our furniture as well. Arent there any consumer organizations where everyone who has had a problem with them can take action together? As individuals we may not be able to do much, but when all of us approach this together I'm sure we can do something about it.

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12:00 am EDT
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Smart Carpet Bad experience!

SmartCarpet
NJ, Staten Island and Eastern PA, US
www.smartcarpet.com

Let's start with the good news. SmartCarpet's installers are very hardworking and detail-oriented -- it is just a shame their work is wasted. We spent $100,000 on an addition to our home to create an adult den, with a vaulted ceiling, home theater, the whole nine yards. We showed the room to the SmartCarpet Salesman, John Casale, and told him what we were doing with it. He showed us samples that were 2 inches by 2 inches. We are not in court today because, technically, they fulfilled their end of the bargain as we picked-out the carpet. Our problem is that John told us that this was a good carpet and appropriate for what we were going to do with it. And, it is adequate ' if you are flipping a house in a low-income neighborhood or maintaining a rental property, it is fine. However, for a home where you intend to live as well as entertain business associates, it is completely inappropriate. The carpet they put down was half the thickness of the builder's grade carpet they pulled up, and a third the thickness of carpet we had recently purchased from Home Depot. For another $1,000 we should have gone to a real store. As my mother-in-law so eloquently put it, 'What were you thinking, buying carpet out of the back of a van?' (While it is unfortunate that SmartCarpet has forced us to pay $7,000 for the $4,000 carpet we were looking for, at least we will be able to donate their carpet to a local charity).

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rugguy
, US
Mar 17, 2011 3:56 am EDT

any store will sell you cheap carpet if that is what you want not just to sell it to you and its your fault every sample has a large top piece that you can feel and you would have been able to feel it was cheap so shame on you for being stupid

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jonnyboy2004
Hazlet, US
Sep 21, 2009 5:41 pm EDT

I agree with you on their installers. I have used them multiple times and their installers have always been detailed oriented.

I was referred to them through two people and that is the only reason why I decided to try them out the first time.

It seems as if you picked a cheap carpet and got a cheap product and now you are upset. Any store is going to sell cheap products. They have to in order to be competitive duh.

I can tell you they are much better than home depot and lowes on price. They have an even bigger selection believe it or not. Do your research on smart carpet they are a huge company I think Inc 500 magazine (I could be wrong) said they sold and installed over 100k jobs. They sell more carpet and flooring than anyone in NJ.

Hey smart carpet if you read this I want a discount on my next order haha.

John P. Slonea

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