If I could go lower I would. The sales staff are first rate, specifically Harold. The installation manager and carpet installers are beyond bad. I have a seam that can ben seen from space and they will not address the problem. After countless calls and txt mgs... they just ignore me. The worst carpet place in WNY. read more

Horrible experience with this company. They ordered the wrong carpet for the wrong room. Living room torn apart for 2 months while waiting for replacement. Charged for extra carpet for room that was their mistake. Terrible customer service. No one returns calls and they are rude when finally talking to someone. Would never use this company again and recommend you get your flooring elsewhere. Horrible experience. Little to no restitution for their mistakes and my inconvenience. read more

after the sale they are not interested in you. Very unreliable - don't come when they say. Took 2 days instead of one day so really tie you up. Left a flat spot by my stairs like there is not enough padding underneath the carpet and is dangerous Makes me feel like I'm going to fall down the stairs. Customer Service manager told me it's a problem with the floor even though it wasn't like that before. He said I need a carpenter to fix it. Who knows when they will come back and will probably tell me same thing. Wouldn't refer them. read more

Very good price and the Manager Dean was a pleasure to deal with. Installers also did a good job.

Since my travel plans were not to be due to "the 'rona", I decided to use my travel cash for home improvements. Key on my my list was new flooring for my bedroom. I contacted my fav construction company however they do not do any flooring - but do recommend Custom Carpets. Initial transaction was quick and painless. I have pets and pets and carpets are not necessarily a great match. My options were hardwoods, laminates or vinyl engineered plank. I went with the latter. Many options to choose from and the cost for the size of the room was not unreasonable. Floor was installed yesterday. Original transaction took place in September. Time line worked for me. The install was done by a young man who was meticulous with his work and the post job clean up. I have no hesitation about recommending Custom Carpets. read more

All in all not a great customer experience . The materials and workmanship are very good, however getting a job complete is a struggle. 4 weeks so far to complete a job consisting of 4 bedrooms, hall and stairs. Sounds simple enough. But when enough carpet isn't ordered from the factory week after week it drags on. This was to be done over two installation days in July. Now I'm looking at mid August and just pray it happens. So if you don't mind unfinished work and disruptions in your living space, go for it. read more

After giving them several opportunities to right their wrong, I feel I have no choice but to leave a poor review... After purchasing the flooring back in October and paying upfront (will never do again) the salesman, Michael, was very unprofessional. Upon the sale, I was informed they will be subcontracting the installer. (Common practice in this business) I was told that they will be the middle man between installer and myself and will stand by their subcontractors work. They gave me a date the flooring would come in and then they would contact me about what day to start the install. That date came and passed. It took many attempts over the next couple weeks to get ahold of Mike and have him call me back. The woman answering the phone looked up my account and stated the vinyl flooring would be in soon ( I ordered engineered hickory hardwood so she was clueless) I get it, sometimes unforeseen things happen but you should make an attempt to keep the customer who paid you $6k in flooring in the loop. He had a bunch of bogus excuses. Once it finally came in and was told it would take 2 days to install because they will have several contractors. 2 kids seeming straight out of highschool eventually showed up and it took 3 days. (Very nice kids and I don't fault them for their lack of experience but they should have had a foreman to guide them on a quality install) They ran out of material due to the defective, poor quality of some of the boards (see attached pics with black ink splotches random throughout) then took another week for the rest of the material to come in. I was informed they order 5% extra for scrap rate (10% extra is industry standard) I was also informed I would not need shoe molding to go with my new baseboard because they would be able to install the flooring close enough to not have a gap (not true, see attached pics) My children have gotten several slivers in their feet for the over hammering of some of the boards causing them to chip and splinter (see pic) I also have transitions that are protruding up 1/2". After install I contacted Mike and informed him that I was not pleased with the install, and was told to take it up with the subcontractor and there was nothing he could do... This is not how you do business, and I am very disappointed. Please steer clear if you value your money. read more

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The salespeople in the store are nice enough, so if you are just going in to buy a rug that you will carry out, go for it. On the other hand, if you need something installed, don't bother. The first time I had carpeting installed, an independent contractor with a black eye in an unmarked van showed up. He was totally unprofessional and it creeped me out to have him in my house when he had no uniform and acted oddly towards me. I gave them another chance because they are a local business, but the employee who was supposed to measure my floor never showed up. When I called to ask where he was, he said he was running a little late and would be there in two hours. The three hour window he scheduled with me had already passed without him calling to say he was going to be late. It's a shame that the professionalism in the store isn't even close to matched when it comes to installation or house calls. read more

Custom Carpet is my first choice for flooring. I have dealt with Pam De Grace for the hardwood and carpeting in my home exclusively because she has good advice and is very helpful and pleasant to deal with. read more

My experience was with Custom Carpet on Southwestern blvd location. While in the showroom shopping for carpet and color The sales staff was more concerned with making plans for drinks instead of helping us. VERY UNPROFESSIONAL Installation went FLAWLESSLY Carpet quality and color was WONDERFUL Until my husband had to call and make our final payment over the phone , the woman was interested with flirting with my husband instead of collecting the payment VERY UNPROFESSIONAL Jay, you and my husband have been doing business for many years Please get you staff on a professional level Thank You read more

What a horrible experience! The day our new carpet was being installed, the installers told us that the carpet was too small. What???? Their own person measured the room ... and measured it wrong!!! Our first call to the Installation Manager was unbelievable - he basically told us that "this stuff happens." Our second call to the Sales Manager was equally frustrating as he told us that they would essentially not work with us in compensating us for our huge inconvenience. (Mind you, WE moved all of the furniture AND took the day off of work.) Finally talked to the owner and wow - not receptive OR willing to reasonably compensate us either. Needless to say, we have told all of our family and friends to NEVER USE THIS COMPANY. THEY ARE THE WORST. read more

Recently had a carpet installed in two rooms. The sale and the pricing were totally fine, but the install was very poor. The crew consisted of two men, but only one seemed to be doing any work, which is why it probably took well over the 1.5 hour max I was told before they came (2.5 hours). The carpet looks fine and they were nice.. but they left my house a complete mess. They didn't vacuum the brand new rugs or sweep any of the random debris up that they dragged in. The left a used Gatorade bottle on one of our selves. They also ruined our master base boards, that now need to be either replaced or painted. So, 2.5 hours with no clean up. I did call the customer service center about this but have yet to be contacted back. I'm pretty disappointed as we had other rooms that we might do, but now will have to go with another company. read more

Just had vinyl plank flooring installed in our new build. Mark, our sales person, was great and helped us make a choice we are extremely happy with. The service was excellent from the purchase to the instal. Vince , our installer did a great job he stayed late just to make sure the job was done in a timely fashion. would definitely recommend Orchard park location. read more

So the positive was the salesman Michael, who took the time to go over options for the flooring we were looking for and pros and cons for each. We had picked out carpeting for 3 rooms and a tile for the kitchen and per Michael were to receive a phone call from the installers to have them measure the rooms and give a quote. The negative, after 2 days I finally received a call from JC who left me a message. I returned his call and didn't hear back for a couple of days until my husband called him back. To say the least JC is rude, unprofessional and per previous reviews obviously a problem to deal with per previous customers. When I asked for the store manager, I spoke to Mark who didn't seem to care either whether we used them or not and didn't seem too surprised I was complaining about JC. Look at previous reviews which mention this installer, obviously he has been an issue for years but nothing seems to have been done. Do I feel comfortable using this business after being treated the way I have by both an installer and a manager? Nope. There are way too many other businesses in the area. I hope that the owner will actually look into the issues with JC and take care of them read more

Custom Carpet Centers was the worst local buisness I ever felt with. I had a hardwood floor and carpet done on my stairs in 2017. It took over two months for them to do it. Their customer service consists of ignoring you. Ive owned my home for 25 yrs and had a lot of things done to it. I never had a worse experience then Custom Carpet Center. Buyers beware! Don't do it! I'd give them no stars if I could. read more

I had a bad experience overall. The installation team is an embarrassment to the company (Kevin and Vicky). Everything that could go wrong, did. I reached out multiple times to my salesman (Mike Losi), who doesn't care because he already got my $7,000. I wrote a long detailed emailed to the owner (Tom McDonnell), who won't return phone calls or respond to emails. The company billed me for services not rendered, yet acknowledge they owe me a refund but have given me the run around each and every time. I have contacted my financial institute and will proceed as such. read more

Ron from sales was great but install was a MESS. The install manager, JC, double booked me but didnt bother to tell me until the day it was supposed to be installed. The install guy called an hour late and said my floor would not be going in today. This was after I had received a call the night before to confirm my appointment! JC, the install manager is impossible to get ahold of, rude and couldn't give a crap about your install and he doesnt hide it either. RUN AWAY from custom carpet centers. Love the floors...HATE THE INTALL DEPARTMENT. read more

Very clean and well managed store. Shopped at Lakewood NY for stainmaster carpeting for living room. High quality product and store had very good installers. Very satisfied customer. read more

What a joke these guys are. Don't let their 3 month old "concerned" response fool you. I received no calls at all. I did, however, receive an email on Feb 23rd from Don Benham, allegedly a quality control manager. Anyway, I responded to his email outlining the issues I had with their work. I included pictures as well. To date....crickets. I'd give them no stars if it was possible read more

We recently purchased Armstrong Alterna from Custom Carpet Centers and could not be more pleased ! The floor looks great and the installer went out of his way to make sure the job was perfect. read more

Excellent service, start to finish. Our sales person Mark, was professional, extremely helpful and knowledgeable about the flooring products and what would best suit our needs. We are enjoying our beautiful luxury vinyl tile and new carpet. Mark is awesome, go see him at the Orchard Park location. We're glad we did. read more

A couple months ago I had custom carpet install new carpet in my hallway, three bedrooms and basement rec room. The night before the day of installation one of the installers called to see if he could "stop by" to see what he was working with. If you are so concerned why ask the night before to come by? Odd if you ask me. I told him we wouldn't be home as we had plans that night. Then he asked what would be a good time to come start installing the carpet and I requested 9am. The response I got was "well we like to start early so let's do 8 and we can most likely get everything done in one day for you." Well apparently I had no say in what time they would start the job. I was told originally it could take up to two days but this guy seemed determined to get everything done in one day and his crew rushed through it leaving me with a job that was poorly and incorrectly done. The men that came that day were very unprofessional and appeared to not be very experienced (the ones working on the hallway/bdrms). During the installation process I kept hearing one of the guys say "you missed a spot here you need to go back and fix that" which in my head made me start to question as to wether or not these two young gentlemen knew what they were doing. One of the men took his flannel shirt off that was filthy and smelled like old smoke and decided to just throw it on top of my curtain rod in my bedroom which I later found that day and threw away (as they had left it). I wanted to vomit as it was so disgusting and uncalled for. They had a work van they came in so why they didn't put the shirt in their van is beyond me. The whole time they were installing the carpet they kept on talking to one another acting goofy and very immature. I couldn't wait for them to be done quite honestly. Once they finished one of the guys asked if I had a vacuum they could borrow to use for cleaning up the mess they made. Why did they not come with their own vacuum to use (which I was told later on by the installation manager that they were supposed to use their own and not mine). The guy who installed the basement rec room carpet completely covered my sum pump and drain but put a "slit" in the carpet so I could access both if need be. I tried to explain to him what I wanted done and how I wanted it done but he came back INSISTING how he does it is the way he's going to do it because that's how he "always does it." I ended up having to use a carpet knife/blade to cut the carpet myself so I could fully access the sum pump and drain without an issue. When the men left I also noticed the hose to my vacuum had a screw missing on the piece where it attaches to the actual vacuum so now I'm left with a wobbly unstable hose due to them having to use my personal vacuum instead of their own. They also left 3 big heavy bags of garbage for me to dispose of instead of taking it like they were supposed to. I spoke with the installation manager Jay C finally after having to chase him down. Its rediculous to have a manager not even able to call you back in a timely fashion. It took a message from me on the custom carpet website to finally get a call from the quality control specialist who then got in touch w Jay C. We made an appointment for Jay C to come out and look at the work that was done. I explained everything including how the men were sloppy and left nails and staples that I found later on that day. The metal saddle put between the carpet and hardwood along with another between the carpet and kitchen floor were placed crooked and both pieces have a corner sticking up and out. I explained that my son was running around and clipped his toe on the one spot. No one seemed very concerned. Luckily it wasn't a bad cut but still it is a hazard. Jay C had no explanation for me as to why the installers did things the way they did. His only response was "yeah I don't know why they did it like that they shouldn't have done it like that." Never once an apology for this horrible situation I've had to deal with for over the past two months. After Jay C wrote up his report on Black Friday (nov 24th) I was supposed to get a call Monday to schedule repairs. Monday comes around and no phone call. So I figured they must be busy with the holiday and all I figured wait a little longer. Well time kept passing and still nothing. I emailed Don the quality control specialist who said he would speak with Jay C, get to the bottom of the situation and call me this past Monday afternoon the latest (12/11). Well now here it is Wednesday (12/13) and again still no phone call. I've given them plenty of time to come up with a resolution to my issues and this company continues to fail me time and time again. I've given them enough "chances" to make things right. At this point I'm tired of the back and forth with them and after all this time still nothing has been done. I hope no one ever has to go through what I have been through with this company. read more

We went in knowing we needed new flooring for our kitchen but really unsure what we wanted. Mike took the time to ask questions about our home and what we expected then showed us recommendations in different types of flooring and different prices. When we came back, Mike wasn't available but the person who helped us seemed as genuinely interested in our project as Mike was, even though Mike was our salesperson. We decided on some vinyl floor from StainMaster. The installation took a bit longer than was originally thought but we would rather have it done right than rushed through. The floor looks great. We really feel like they helped us find the best solution for our needs. The floor cleans up easily and our friends all comment on it when they come in. Thanks to the entire team. read more

We had our family room carpet replaced with new carpet from Custom Carpet. Mike our salesperson was very helpful and professional. The carpet looks great and the installers did a nice job. They also cleaned up before they left. My husband and I are very happy with our new carpet! read more

My wife and I visited the Orchard Park showroom and picked out carpet to go into our upstairs of our home (3 bedrooms, hall and stairs) and in a downstairs bedroom. Picking out the carpet was a fairly pleasant enough, our salesman was Mike. An estimator called the next day to measure the house. I met the estimator at the home and walked through what was to be done. The estimator advised that for $10 dollars a piece they would move furniture but all the drawers had to be removed. We agreed on which pieces we would move and which pieces custom carpet center would move. The install was scheduled for a few days later. I met the crew of 5 guys that were going to replace the carpet. The foreman, Scott, promptly informed me that he would not disassemble or move my sons bunk bed. I asked why not and he said that they were not informed of it and it was not on their order. I pointed at the contract he was holding in his hand that clearly had it listed and he insisted that he was not doing it and I would have to. I informed Scott that Custom Carpet had already agreed to this and he advised me they were subcontractors. I spoke to two supervisors of the contractors on the phone and placed a call to our salesperson Mike. Still waiting from a callback from Mike. The contractors begrudgingly moved our sons bunk bed but not until after I had to go buy allen wrenches for them to use and spent an hour of back and forth with their supervisors. Upon inspection of my sons bunk bed today we learned that they did not put all of the screws back into place. This endangered our son as the top bunk was not secured properly. When the contractors were finished installing my carpet they left carpet shrapnel all throughout my home. I asked Scott about this and he advised "we don't vacuum". They also did not put back the majority of the furniture, crumpled up my wifes wedding dress and threw it in my kids crib along with a whole slew of other belongings. Left pieces of pad under my porch, carpet remnants and shrapnel in my driveway. Left an unused tack strip in my 9 month olds room. Left pices of pad and concrete in my bathroom. It took me 2.5 hours to vacuum up their mess and we are now on day 2 of cleaning up. The installation itself was also not stellar, we have a cold air return vent that they did not trim the carpet around properly, along with high seems at transitions. DO NOT USE THIS COMPANY, AVOID AT ALL COSTS!!!! Did I mention the general lack of professionalism of the installers and the snide remarks that I had to hear them muttering under their breath. I have another home that I will need carpet installed in and next time I am using someone else. read more

Service needs help after 3 calls to them I get an appointment... @ mid morning.. on 10/6 ...Its Noon now no show... called and calls go to voicemail after they screen your name ..Then about 4 30 guy shows up. ...our buckling carped will cost $300 to fix and can't do the staircase because too hard to cut and add tac strips.. may ruin it..... Carpet is less than 3 years old Our 3 rd time replacing our house with them.....Very Non Satisfied. now....... .. read more

we met Jim Donahoe the regional manager at the home show in buffalo and he came to our house to give us an estimate on upstairs carpeting and kitchen vinyl flooring. He as a nice guy but the good news ends there. The installation was a nightmare from the start..they were scheduled to install kitchen floor 5/12/16- they called at 5 pm 5/11/16 to state product "was there on Monday but its gone now." I had the premonition to cancel the whole order but I let Jim talk me into giving them a chance. MISTAKE #1! Both jobs were done 5/19/16- that day Scott and his carpet install group removed a window screen to throw old carpet out the window. They bent the screen frame and it was damaged to the point it cannot be put back in the window, so they hid it in the attic. They also broke the back off my desk. The kitchen flooring was a problem from day one, Sean the kitchen installer put in a nose molding on the steps that was an inch and half too short on both sides and an half inch too short in width. He raised his voice and argued with me that this job as "adequate" and if we wanted a better job he'd have to rebuild our stairs. He and his crew also were to cut all our doors after the carpet was installed. Sean cut one door at the top instead of the bottom but also cut it crooked. He did not cut the other doors and we've since had to pay someone else to do to it. He also damaged our ceiling when carrying the doors back in. Within a week the flooring on the risers was falling off and the flooring at the top of the stairs was lifting, shu molding in the kitchen was peeling off as well. When i called the store I was sent to the installation manager Jay C's voice mail. He ignored 4 calls from 6/7-6/16. I finally called my sales person JIm and said i was filing a complaint with the BBB and AG. I then was contacted by Tom the owner who tells me he's directed Jay C to come fix the issues. Jay C is again unresponsive from 6/16 - 6/21 and did not return calls to schedule the work. Finally he begins repairs on 7/2 and has to return with paint and new subflooring. He returns 7/23 to finish the job. He did not have the repaired screen and the paint he brought to repairs holes made by installers was the wrong color. 9/8/16- 2 pieces of flooring the kitchen are lifting up and the area by the stairs was repaired incorrectly and just nailed under the nose at the top of basement steps. The sides are lifting now and its a tripping hazzard. A complaint has been filed with BBB and AG. read more

I spent over $15,000 on a complete new install. The product is fine but the installation crew is horrible. I would never recommend this store because of that crew. Too bad the owner doesn't pay attention to these reviews or he would get someone else. It has been over a year since they first started at my house. The vinyl keeps popping up. When he first came to fix it, which took a while for them to come he only brought a heat gun to heat the old glue. That didn't work so he said he had to order more adhesive. That took months. My bathroom floor is a click floor and the installer cracked it. When the installer came he said it would take half a day and he didn't have time. Scheduled again and he called and cancelled cause he didn't schedule enough time. Haven't heard back. Luckily for me a mistake was made in the invoice. I thought I was paying in full but was called and said he made a mistake and I still owe 400 which they are not getting. I said I would pay when they fixed everything but all these months later and its still not done I may take them to small claims court. This is no reflection on the store salesmen. They are fine but the owners responsibility is to provide a knowledgeable installation crew. read more