Advance Carpet One Floor and Home

All floors in our home have been done by ACO. Vinyl in kitchen, laminate in room addition and they sanded and restored my hardwood floors in main part of house. All the installers did a fantastic job. The refinishers for the hardwood were exceptional. There had been a lot of damage to the floor that was hidden by carpeting. When I pulled the carpet, I thought it was going to be impossible to get a good "look", but the crew took their time and got rid of all the old damage. Happy to recommend Advance Carpet One.
Oct 27th, 2017

I had a stair runner installed by ACO. I take that back, I'm still waiting to have a stair runner installed. The store has a great selection, but their ability to actually finish a job is less than can be expected.
Oct 6th, 2013

Nice selection, unprofessional staff. We waited 20 minutes for Rebecca to get off the phone about a technology issue. She finally assisted us and we selected samples to be sent. Before leaving, she yelled at our well behaved girls about picking up their toys before they even had an opportunity, which should have been a red flag. I called earlier this morning to ask that she bring another sample. When she arrived {reeking of smoke} I asked if she had a chance to get the sample and went on and on about how busy her day is and how I should have called her cell because it was on her business card and it was my fault for calling the store. I told her I wasn't getting a good feeling and didn't feel comfortable doing business with her and she yelled "I had a feeling about you" as a preceded to retrieve the samples to send back with her and then called me a witch.
Dec 1st, 2017

Very disappointed. The first carpet we picked out, paid for was no longer available. We found this out when we called because we had not been contacted to schedule installation. We picked out a new carpet and they agreed to charge us the same price. Two stars for that. After the carpet was installed we noticed a seam that was very obvious. It would not have been a big deal but the location was right where you walk into the room. We called to complain and they sent someone out to fix it. He did what he could but said because our carpet was a short pile and it is very difficult to conceal the "head seam". He said there had to be one and he understood why the installer put it where he did. This tells me the installer had other options. This seam could have been placed in a less conspicuous place. Now we are reminded of it every time we walk in the room. The best part was the guy dimming the lights and saying the room was very bright and it would not show as much with less light! Yes! Problem solved! We just need to turn the lights off! If you are getting carpet installed, I would be sure to ask about seam locations.
Nov 16th, 2016

My wife and I had never purchased carpet before. We were overwhelmed by the choices, prices, and types available. We ended up at the Advance Carpet One on Manchester and were greeted by Mr. Mers. He ran us through the various options and "sales" available. Eventually, we found a carpet we liked. One piece of advice I received from our general contractor handling our project was that "carpeting is negotiable." So, with that in mind, we asked for a "free" upgrade of their high-end carpet pad - the healthy living 1/2 inch pad. Jim, without missing a beat, looked at my wife and I and said "we can make that work." When asked again before we left the store whether the final price included the free healthier living pad upgrade, Jim said "yes." Fast forward a week. Jim comes to our house to take measurements on a Friday evening. On Monday, I call in to Advance Carpet One to get the bid. The bid arrives but it shows a $200+ price for the pad. I email back, asking that they resolve the price discrepancy so as to reflect the free pad that we were promised. This is where the problem arises. Jim writes back, claiming he has no memory of the free upgrade. When I respond, reminding him of our conversation, he replies that they are unable to upgrade to that pad, but could substitute a lesser quality pad. He also then stated that my bid didn't include the cost for the stair installation - again, never were we told there would be a different price for stair installation - it was supposed to just be included in the square foot price we were quoted. So, the new bid had a lesser quality pad AND included an additional cost for installation labor on stairs that wasn't initially disclosed. I responded, noting that this needs to be resolved as I didn't want to have to involve the BBB. At that point, I was stonewalled by Jim and his manager, Darin. They refused to work with me and told me that my wife and I could take our business elsewhere. I even offered to split the difference in cost on the upgraded pad! I should have just taken my business to a completely different company, but curiosity got the best of me. I wanted to see if I would get the same response from another Advance Carpet One store. So, I went to the South County store on Kennerly Road. There, I talked to Jake and was completely upfront about the situation. I told him that we thought we were promised a free pad, Jim Mers refused to honor it, we requested resolution so as to avoid unnecessary escalation (i.e., a bad yelp review and a BBB complaint), they refused. So, here we are. Jake's response? "Why don't I just take off the pad for you, will that work?" YES! So, Jake wrote up the quote as we originally negotiated, signed it, ran my credit card, and placed the order. I promised Jake a great review - which is the only reason I gave two stars rather than one - Jake was great. About 30 minutes after Jake entered our order, I received a call from Jim Mers. They cancelled our order. He didn't like that I "went behind his back" and "told a sob story" to another sales associate at a different store. So, he and his manager decided to cancel our entire order. I then went to talk to Jim in person to explain my frustration as well as the consequences for the customer service we had received (yelp review, BBB complaint, etc.) I wanted to give them one last chance to make it all right. He refused to talk to me civilly, and even threatened to call the cops....at which point I made a prompt exit! Holy cow, this was beyond bizarre - I've never had an experience like this at any store, ever. UPDATE: Today, we received a call from Advance Carpet One's regional manager. He expressed his disappointment in how the situation was handled and profusely apologized that it wasn't handled better. He offered to resolve the issue by honoring the original deal we thought we were getting. We declined, having decided to take our business elsewhere, but we appreciated the gesture.
Oct 15th, 2015