Abbey Carpet and Tile are not to be trusted. They have terrible communication and seem to have problems within the office culture that may make your project a nightmare. We will never use them again. In 2019 we renovated three bathrooms. Prestige tile gave us great service and we highly recommend them instead. Below are the timeline and details of our dealings with Abbey in 2018:
Timeline for Business with Abbey Carpet
March -April 2018
- First contact with Abbey Carpet (Jackie) at Grand Junction Home and Garden Show at Two Rivers Event Center.
-We went to the store, picked out some samples. Jackie came out to the house, measured the rooms, and made suggestions. We decided on specific products, tile and cork. We were informed by Jackie that we would receive a discount because of the contact at Home and Garden Show.
-Signed the contract on 29 March and paid roughly half ($3800) the final amount.
-An installation date of May 21 was agreed upon for both the tile and cork. This date was quickly delayed one day (to May 22) as we had conflicting business in Denver.
-Then sometime in April, Ellen talked to Jackie at the store to stagger the installation dates. Jackie and Ellen both agreed that the cork installation would still start May 22, and the tile installation would start on May 29. This was done to allow furniture to be juggled between rooms and stored on the floor not then being installed.
May 2018
-We called on the afternoon of May 21 to coordinate the start of the cork installation on the following day. We were told by Jackie that both the tile and the cork installation was scheduled to start on May 29. This was very inconvenient as we had to find a place for all the furniture at the same time.
-The tile installation began May 29. No sign of the cork installers and I believe we were told that the cork would begin right after the tile was finished. (Also, at some point in the process, possibly weeks earlier, Jackie estimated the tile would take about 3 days.)
June 2018
-The tile was finished and grouted on June 4 (Monday, 5 days after the start of installation). No sign of the cork installers.
-Around June 4-5: Jackie informed us that Abbey Carpet did not have any available cork installers. We informed her that we would like the cork delivered and we would install it. When Jackie opened the boxes that she assumed were our cork, she discovered they were only samples. The cork we had ordered had been discontinued.
-On Wednesday, June 6th, we picked up more samples, chose and ordered a different cork by the afternoon. Jackie assured us she would make a 'rush' order (first thing Thu morning) and that we could expect the cork to arrive at the earliest by the next Tue, but more likely later in that week. We were given the option of a rush order, or another discount for a regular order. (We chose rush.) She also said that this cork was less expensive than our original choice, so the overall bill should be quite a bit less than the original. Again, we received no updated paperwork.
-Ellen called Jackie the next Tuesday (June 12). Jackie said that she had called in the order the previous Friday (not on Thursday as she said she would), and she believed it had been shipped that Monday.
-The cork arrived early to middle of the following week (June 19th or 20th) and was delivered to our house. (We assume you have a record of which day it was delivered.) There still was no additional paperwork. Jackie told us that since the cork had arrived closer to a non-rush order timeframe, she would give us the additional discount.
-Joe and a friend installed the cork in two rooms, finishing except for one threshold by Monday, June 25. Sometime in the next few days, Joe called Jackie to ask that the tile be trimmed at the remaining threshold so the final trim piece could be installed. She said someone, possibly Trinidad would call and come out to fix it. We never heard from her or Trinidad or anyone else from Abbey Carpet until January of this year. And we never received an updated bill.
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In late September 2018, we asked someone else to fix the tile and install the threshold piece. This was done on Sep 28 for $150.
Except at the very start of this entire process, we were frustrated by the lack of communication with Jackie or anyone else at Abbey. She often would not return our phone calls. She sent the original contract via email, and she could have communicated with us that way, or through text messaging. But she did not. We were often in the dark as to what was going on with our job, and the repeated delays were beyond frustrating.
Other than the difficulty we had in communication, Jackie was pleasant to deal with. And she did take responsibility for the problems with the order and said that Abbey Carpet would '...make things right.' read more
