I had a great experience with Baton and the crew at Costen Floors today. I stopped in with a small carpet issue and was genuinely impressed. Excellent customer service at Costen Floors. Baton and the team were incredibly helpful. They went above and beyond to assist me, and I couldn't be more grateful. I would absolutely recommend them. read more

I didn't end up purchasing a carpet from Costen because the carpet I needed to replace was discontinued and I was just trying to track it down. However, my customer service experience was so memorable I had to leave a review. Matt was so incredibly helpful and reached out to multiple people to see if there was any way at all he could help me track down any remaining carpet remnants. Even once he knew that he wasn't going to be able to make a sale because they didn't have what I needed he still gave me some great tips and helpful advice. Places like this are hard to come by these days. Very thankful for the effort. read more

Went to the store on Maryland Drive in Richmond, Associate would not have anything to do with my husband who brought some sample flooring we were trying to match. He stated that they would not attempt to match floors that were bought from another flooring company years ago. He could have at least recommended where we should go. Don't recommend using a company that is rude to their customers. read more

We recently had some hardwood floors installed and refinished in our downstairs by Costen floors in August/September 2020. Unfortunately, the installation wasn't done properly. On the other hand, Jimmy and Allen did a good job refinishing the floors. They were very friendly. Jimmy was very helpful with selecting the right color for our floors. The rep Janice was only prompt until we signed the contract, it was very difficult to get hold of her after that. We spent about $10,000.00 for this work so that we could have someone professional and reputable, otherwise this work wasn't supposed to be this expensive. They also were unable to match my existing floors the first time and then had to come back to fix it. We understand that with the hot and cold weather the gaps can occur but these gaps are too big and should not look like this. Every time we walk on these floors with bare feet, it hurts with these gaps being there in the middle of our hallway, Kitchen and half bathroom. We have had our family room and dinning room hardwood floor installed by some one else years ago and never had gaps this large showing in the floor. If the floors are installed properly, there shouldn't be any gaps this wide. Frankly, we are quite disappointed with their work overall and will not recommend or use Costen floors again. read more

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This is the third time I've had this issue with Costen Floor and brand. My laminate panels are separating AGAIN. I've called the sale rep approximately four times just to get an update on the status of correcting or replacing my floor and still no call back. All I want is to know the status and how we intend to move forward. No call back from Rep (unprofessional) even if you do not have all the answers. Avoiding this situation won't make it go away. read more

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Emailed them several times due to concerns with gapping between boards. Sales rep Josh was sent to examine and promised to replace the areas with large gaps but has not responded to calls or emails to schedule. Floors were installed by Costen through our builder, but we would never personally choose to use them after this experience. Poor customer service to say the least. read more

Costen Floors - Flooring Near Me - Henrico, Virginia

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We had an insurance claim. They severly mismatched the wood but went ahead and installed half the floor. It was ridiculous. They agreed they messed up so for this I give them kudos. They had to take all of the floor up now and replace all the floor instead of half. Their sanding guy came in with a faulty sander and it looked like little rolling hills all over the floor. They again agreed they screwed up and sent out their best sanding guy. He did the same thing. We decided to move. Seriously. read more

We have a new rug that just wasn't working in the new place so we decided to investigate having the rug cut down into two runners. The first place I called was Costen because they had been recommended for another bigger job I have coming up next month. The salesman I talked to over the phone told me they could do the work, gave me a ball park price, and we discussed bringing it in the following Monday. No I did not get his name, I was just looking for information, not knowing I would walk into a shit show over it. When I entered the showroom there was a large man sitting at a small table that began interacting with me, Mr. Rudeness! I explained why I was there and he started rolling his eyes and shaking his head telling me they did not do that type of work. He then preceded to ask me for dimensions of the new rugs, typed some numbers in his calculator and gave me an astronomical price for doing the work.....but, but, you don't do the work, so how can you price it out? I told him that was ridiculous and asked if he could find the salesman I talked too. He slammed back the chair and huffed off to the back of the building, only to return some time later to say he could not find anyone that knew about it. The entire time he acted like I was just making all this up!! I asked if he thought I put the rug in my car and drove to the store on a rainy day to be treated like a liar. He never apologized for the misinformation I received, he was the rudest person I have ever encountered in a retail setting (and that is saying something). So maybe they don't do this work, apparently not everyone in the organization knows that, or maybe Mr Rudeness doesn't know they will do it. Anyway, I left the store, never, never to return. I called around to a few other flooring business, one very polite and professional woman gave me the name of an individual that does that work, I was grateful, but could not get them on the phone. I then called L&M Carpet in Mechanicsville. They told me they could do the work. I immediately took the rug over. They greeted me at the door and retrieved the rug from my car. They laid the rug out, went over my needs and helped me come up with the most economical solution. I received 3 runners instead of the two for not much more than the price the original salesman quoted me at Costen. So guess who's my new flooring company, and guess who is not getting anymore of my business!!! Costen apparently has some internal conflicts in their organization and major communication issues. read more

Unprofessional, Unknowledgeable, Uncouth & Uninterested Pretty much sums up our experience. The sales people have no welcoming demeanor as you enter their store. They are even less interested in helping you out. I thought my kids were addicted to their phone screens , but these Costen reps in the store took the cake. Their faces were buried in there. Even when we asked for specific help, they would point us in the general direction and get back to watching their screens. On the product, they were guesstimating prices - like, "that should be 8-10 dollars". The sales person gave me a very definitive price on a hardwood I liked. Another customer happened to like the same hardwood and asked his rep for the price and was quoted nearly $2 less a sq.ft. We reached out to our sales person who, surprise, surprise, was on his phone and asked him about the discrepancy just responded saying, "Then, that might be the price". We left immediately - did not want to trust our renovation to an incompetent business. read more

I filed for some flooring work done through my insurance, and they recommended Costen floors as one of their established partners. I was contacted by someone at Costen floors who worked directly w my insurance company (Carlos? Sorry if I don't recall his name). Anyways, he was extremely professional and easy to work with. We picked the flooring sample and scheduled a day for installation. Then came the actual day of the installation. I was told by Costen that the workers could move larger items (couches, tables, etc) out of the room for me and I would only need to remove the smaller items. The workers came earlier and were disgruntle about having to move stuff like what was promised. They were really rude and disrespectful to me, the female home owner, and told me to "stop getting in the way and let us do our work." I explained I just wanted to know their estimated timeline (things like if they planned on starting on one side of the room, whether they're gonna wait for some caulking to dry first, etc) but was told to my face "we don't need to explain every step to you." WOW. It's not like I'm asking for a step by step introduction to carpentry. I just wanted them to update me on their work. I'm paying these people for products and services, not to disrespect me in my own home. Frustrated, I sent my 60 year old father over to talk to them, and they were perfectly polite to him. Eventually the work got done. The floor looked fine but I was not impressed at all by the workers' attitudes, like they were hourly and just wanted to wrap and gtfo. The floors/product was good but the service, not so much. Even though my floor looks fine, I would not work with them again. read more

I went here to get information and to see colors of hardwood floors for a renovation project in a house I just purchased in IL. I waited for about 30 minutes to speak with someone. When she finally came over and I explained why I was there she was very disinterested and dismissive as soon as she realized she wouldn't be getting a sale out of me. After answering one of my questions, she literally turned around and walked away from me. I'm very disappointed in the way I was treated and would not recommend this business to anyone. I'm only giving them 2 stars because the young girl at the information desk was kind and offered us coffee and water while we waited. read more

They have great carpet and poor service. Sally doesn't provide service when she says she will. For example, it took her four days to provide a quote. When the installers came all carpet was installed except for two closets because Sally hadn't ordered enough carpet. No one let me know this on the day of installation - Sally returned my call the next day I called and asked to speak to a manager and was connected to Courtney who didn't listen to what I had to say and finally gave me a very feeble "I am sorry". The carpet for the closets was installed on Monday and two days later no one has contacted me to get my credit card for billing purposes. Costen replied to this review within two hours. Unfortunately, it was Courtney who responded. Since I had already given her all the details at an earlier date, I told her I didn't want to repeat myself. But she did take my credit card information. read more

Costen Floors installed hardwood throughout my second story. Not only did they finish ahead of schedule, but also UNDER budget! Really? Yep! The install crew made remarkable progress each day. The finish crew went beyond my expectations by taping off doorways and covering up all my furniture. They used clean equipment and reduced the dust in my home significantly. The trim guy did a fantastic job and made sure the floors were spotless when he left. My sales rep visited us twice during the process and called at the end of each day just to check on progress. This was one project that didn't go haywire thanks to the professionals at Costen Floors. read more

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Not impressed with flooring selection, estimators or sales people. Mostly old, stodgy design flooring . Didn't purchase anything.

The first time I went in I told the salesman I was specifically interested in hardwood and cork. He proceeded to show me everything but those. I told him I wasn't interested in vinyl or engineered hardwood. He didn't listen at all even though I kept repeating myself. Obviously you make a ton of money on these products as I'm sure they're cheap to manufacture. I ended up taking a wood sample home. When I returned it, I spent a good 10 minutes looking at the hardwood samples. There were 3 men lounging around a desk shooting the breeze and none of them offered to assist me. Both times I was the only person in the store. Such horrible customer service! read more

We have been trying for some time to get hardwood installed in a room in our house. While Costen's has done great work in another room in our house, their customer service is lacking. Took us forever to get a quote and now that we have it, we are having trouble getting the appointment scheduled. My husband was suppose to get a call back to schedule and no one has called back. He tried to call them again and no one answers. Must be nice to not need business. The Kannas read more

Ordered flooring for an install by another company. The overall experience was easy, a little delay on flooring to come back. I would use them again. read more

Costen Floors refinished hardwood floors for us. The workders did a good job, however created a few little damage issues that have to be fixed (hit our dish tv cable w/ the sander and damaged it, stain got on our white trim, failed to tell us that "dust reduction method" would not be used on our steps). The customer service we have received from the business on these issues is well, non existent. Was going to have them install carpet, but will not now b/c once they sell the product, they don't care if you're happy or not. Our refinished floors look very good and we didn't think the price was bad. But again, customer service is LOUSY -- no one calls back or answers e-mails. Had a problem w/ this even b/4 the job commenced as well. read more

Had Costen install new tile in bathroom. Contractor did the tear out and installed new dry wall. Costen installed tile. They did not do the layout we agreed to in showroom. They also forgot to install toilet paper holder, as discussed in showroom. When they came back to do it they mismatched the tile greatly. I expected much better from a longtime local flooring company. read more

I walked into Costen Floors , excited to look at materials for an upcoming, Home Project , sadly that excitement was cooled at the front door the moment that I walked in. Two staff members sitting at their desks looked at me directly in the face and then proceeded to ignore me. I smiled I even said good afternoon , and received no response. We walked around the showroom for about 5 minutes before someone asked us if we needed help we said yes and she asked one of the earlier staff members if she could help me. She walked directly past me ( a person of color ) and walk and spoke directly to my companion (a person of European descent)... needless to say it went all downhill from there. None of the staff members would look at me ,acknowledge me, speak to me , or address me directly. After some uncomfortable interaction I received a half-hearted attempt at recovery in customer service. It wasn't until my partner and I went to the service desk did the receptionist help us get any effective , attention. Mind you it would be easy to play the I'm a person of color card but I also have tattoos and a nose ring not to mention waist-length dreadlocks. It was apparent that I was not the type of clientele that this store was looking for. Needless to say I will never come back to this store ,I will never spend money in this store and it's sad that in 2017 that this would even be a situation. I'm sure that their products and materials are fantastic but as for their customer service or the sense of empathy or common decency they lack so much. read more

I have used Costen Floors 3 times in the last year. Each time was outstanding. 1st I had them re-do the floors in my kitchen. We a difference it made. It happened to be right before our Christmas part and people loved the changes. Most recently I had them at my business to do our office and foyer for the building. Both times they were quick, accurate and got the job done exactly as we had discussed. Thank you to the Costen Floors team for their professionalism, hard work and expert craftsmanship!!!! read more

Costen Floors did an amazing job refinishing my hardwood floors. They were on time for the estimate and each day of the job. They even gave me a chance to look at a sample of the stain I selected before they applied it to all of the rooms. I'm glad they did because I actually went with a natural finish rather than the stain. The job was finished on schedule. After a month I'm still amazed at how beautiful the floors are now. I'm planning to call them next fall to replace the flooring in two other rooms. read more

We were extremely pleased with full house carpeting from Costen Floor. Sales associate (Gretchen Pratt) and installers were helpful and first rate. We also found the price to be competitive. read more

We had these folks refinish our hardwood floors after they were damaged by water. I would recommend looking elsewhere for this service. The finish ended up with bubbles and hairs in them (yes they are visible despite what the contractor says) , and the sanding job was less than mediocre as you can see the waves in the floor. read more

I called to discuss flooring options for my project. I was directed to William. He was dismissive and disinterested. He displayed some of the worst customer service I have experienced in a while. This was very disappointing since they were recommended and I hadn't even been to the store yet. They will certainly not be installing my new floors no matter how nice their products are. They should remember that most consumers choose a business that displays excellent customer service. read more

I was in a tough spot, needing flooring in a rental house in one week. Costen floors sales and installation departments came together and saved the day for me. My new floors look amazing and it was all down in one very long day! read more

Matt was great at the showroom. Installation was poor. Crew left carpet leftovers on in the cracks of baseboards on the whole upper floor. Crew did a poor job on seam upstairs and left frawed edges along staircase molding. They did come out and work on trying to correct this but areas are still unacceptable considering how much we spent on this job. We have owned 4 homes and never had such a poor installation job. read more

I have built a house and remodeled three bathrooms in two different houses and I have never had the problems I had with Costen! HOW HAVE THEY STATED IN BUSINESS? The worst experience ever. They had zero respect for my home to the point that I locked them out one morning until either the Jill Cooke or Mr Costen himself showed up to see the mess they made. My 1 1/2week project took 5weeks! They ended up paying for duct cleaning service, dry cleaning of draperies in three rooms, upholstery cleaning, and cleaning service to remove the sawdust that literally coated my entire house. The workmen chipped my marble fireplace, took a chunk out of the base of a hallway pillar, chipped my banister, dinged walls in several places...... I dont think I need to say anymore except DO NOT hire this company for anything! read more

Costen installed hardwood floors in our living room and luxury vinyl tile in our kitchen. Both jobs were completed on time and to a very high standard. The worked with us through the whole process from choosing the products through to installation. Costen were the only company who quoted us for the whole job including moving furniture and appliances which we really appreciated. read more

In March 2017, I contracted this company to do a complete downstairs wood laminate install. After almost a year, I am still dealing with buckling issues and unfulfilled promises. The sales representative for my account has come to home on several occasions and promised to make the necessary repairs but suddenly suffers from selective amnesia when it comes the promises she made. I have had to hire my own experts to perform tests Costen wishes to conduct because it is my fear that they are sabotaging items in my home to create an issue so they can place blame on me. For example, they removed the dishwasher in my kitchen to do the floors. The first time I used the machine after the install, the machine spills water all over the floor. They quickly hauled off the dishwasher and repaired the floors. Next issue, representative came back to finish the landing which was two colors. As soon as he got to the house he came up with every excuse he could think of including he did not know why he was there. If you block an entire day to do repairs then this is indication that you have a major repair. I left the technician alone to repair a board on the landing while I ran errands. Mistake! After returning home, this is when my sales representative Sally came over and had her bout with amnesia. The technican, while on the floor, ran his hands over the floor in the hall bathroom and the hallway and says in his opinion he thinks water is moving up the hallway on one-side. Crazy right! The sales representative as the techncian kept talking began repeating what he was saying as to convince herself that what he was saying was the truth. Immediately after they left my home, water began to flow from under the toilet. I can't make this ish up. Just after the technican claimed to have check the toilet, a toilet in which is brand new and Costen had installed after the install is now suddenly has water coming from underneath. This is why I hired my own company to test for moister and not allow Costen to have another of their coworkers who has the company's best interest at heart come in to test. Word of advise, save yourself the trouble and find another company. What I experienced is enough for everyone. read more

We used Costen Floors a couple years ago to lay laminate in our kitchen and dining room. They also laid new vinyl floors in our bathrooms. I thought they were great. They told us it would take two days but they all pulled together and it was finished in one day. The guy who helped sell us the flooring came to my home twice to check the progress and afterward to make sure we were happy. It cost us more than what it would cost other places, but service and work was outstanding. read more

My husband and I recently used Costen Floors to install carpet in our home, and we were extremely impressed by their work! Their staff are very professional, and the installers did an incredible job removing our old carpet, preparing the floor and installing the new carpet. We will absolutely work with them again for future flooring needs. read more

Very disappointed in their customer service. We had them to our home to provide an estimate during the first week of April. A week and a half after their visit I called and left a message asking for the estimate. It is now May 5, and I have never received a call back or any type of communication with the estimate. They had come highly recommended from a friend, so I was disappointed to have such a negative experience with them. read more

Terrible to do business with. Went into store on Monday 8-19-13 and requested several samples. I was told I would be called in a day or two to pick up. After a week of no call, I called them and no body knew anything. Requested my samples again and was told to call the next day to pick up. After 3 calls with VM's to the salesman (Mark) and a call (VM) to the manager (Chuck), guess what? They didn't answer the phone and they did not call me back despite leaving my telephone number. I guess their business is that good that they didn't need my 5,500 SF job? Tomorrow I will be looking for a solid business that wants my business. My recommendation is not to waste time dealing with this unprofessional organization. read more

Mold grew under our bathroom vinyl floor within 1 year of installation due to a failed water seal alongside the bathtub. We requested Costen replace it at no charge and they will not. They state it was our responsibility to re-caulk once their caulk stopped sealing. The first person I spoke with about the problem ("Bones") was very rude and hung-up on me when I disagreed with his claims that it is our fault we weren't able to keep any water from splashing out of the tub and to make sure there was a rug alongside the tub. He seemed to be attempting to disguise his guilt.Next I spoke with Mr. Costen, who was respectful, but did not take responsibility, and ultimately Bones (who did not apologize) called us with an estimate of the cost to replace the damaged floor. read more

What a wonderful feeling it is to experience customer service at its finest! Costen Floors installed hardwood in my home and tile in the kitchen complete with decorative backsplash. I love, love, love it!!! Everything is so beautiful, it is like having a new home. I was treated by everyone at Costen like they had a stake in the house too. From the time I walked thru the doors until the job was complete i experienced nothing less than excellence. Costen Floors rates number 1 in my book for service, installation, product, and price! read more

Very dissatisfied with Costen Floors. Lied to about completion date, poly miss several places quarter round not removed on steps, now have two different colors, men did NOT open the French door to sand now I have two different colors heavy thrash left on floor in several places, cut my hand wiping over it. But if that wasn't enough, the man who came to put the quarter round back down dropped staples and nails at the end of my driveway and of course when I drove over it in my NEW Denali they are in my new tire which will be replaced not patchedthe thing I hate the most is they new they were working around my Special Needs daughter that is a code risk but kept leaving to go to other cities to do jobs. I had been told Move my furniture Mondaythey would start Tuesday and I'd be back in my home Sunday that didn't happen to the following Wed. Whole week has gone by no contact from anyone to fix this mess. read more