Came multiple times to measure and confirm and still got it wrong. Carpet was directional and was off angle in all installs. Including one area where the direction changed 90 degrees (see pic)-- after I was assured multiple times that this would not be an issue. Even the bound rug was not cut right. I'm done. read more

Custom Carpets Centers - Runner pattern direction is opposite the landing and hallway. - Carpeting Near Me - Tonawanda, New York

The salesman was OK until he sold me the product , and it was installed. The guy did a terrible job. I called and talked to my salesman Dean and he didn't want to hear about it. He heard about it anyways I was very upset.More upset that he didn't care. Then somebody's called me and told me somebody's gonna call me and make it right. Nobody has contact me since this is a few months ago. , I will never use them again terrible. read more

I placed my order and was told the carpet would be in within 7-10 business days and then I would receive a call for the installation. It was almost a month as I had not heard from anyone at Custom Carpets. I was told the order was shipped and received but the rug could not be located. I then was told the carpet was re-ordered and it would be in 7-10 business days. Again after 2 weeks, I called and still no carpet and then was informed the carpet I chose was no longer available. We have been inconvenienced for over 6 weeks without having these rooms available to us. We had asked for some type of compensation from Custom Carpets and Mack the General Manager stated 10% would be all that he would do for us and stated we received better discounting on carpet from our initial purchase than we should have(Not my problem!). This was the absolute worse customer experience I have incurred in my life. I informed Customer Carpets I would be coming to the store for a full refund. I will never recommend this company to anyone who is seeking a new carpet or floor install read more

They did not show up in a mask, they showed up four hours late. The installation was beyond horrible. Uneven cuts, areas that are not tacked down , Areas of the carpet that are frayed. There were nails left on the carpet and the carpet was not vacuumed as stated. read more

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Terrible customer service! Absolutely terrible! Ordered our carpet July 2nd, Karen told us that it would be ready in 3 weeks maybe 4 due to Covid-19. Which we understood. 4 weeks past no phone call. We had to the call the store ourselves week after week to find out what was happening with our order. And week after week Karen would tell us that she would call us which never happened. She said she would even check to see if we can get a discount which we never received a phone call back regarding it. I realize we're in a pandemic, but a business, especially during this time, should have phenomenal customer service. I wouldn't be surprised if they close down. Needless to say we had our carpet installed in September. It looks nice. No issues with that so far. read more

From the salesperson Karen,to the installers,this was first class.I wasn't sure if the carpet was going to be installed with the virus going around but it was and it looks great.Karen was very patient with us as we changed our mind a few times.After this virus is killed and your looking for rugs,come here. read more

Custom Carpets Centers - Carpet - Carpeting Near Me - Tonawanda, New York

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We came here this morning ready to purchase carpet for our back staircase. We noticed a passive aggressive sign about masking on the door, but because we have two children under 2, we opt to wear masks in public. The salesman working apparently did not appreciate this "political statement" because he IGNORED US - literally did not acknowledge our presence in the store waiting to be helped for over 15 minutes. We left. Wouldn't recommend this business to anyone who follows common sense COVID protocols or like, basic customer service etiquette. read more

Working with the salesman was really great. However, the carpet installer was a rude and unprofessional person. He was not even in my house before he gave me an attitude and was extremely rude to me. I will never buy carpet or flooring from custom carpet centers again. I only gave this is one star because it would not allow me to give zero stars. read more

We recently purchased our 4th carpet from this store. Needless to say, we have been long-time satisfied customers. That has changed. Within an hour of installation, a mirrored wall that we've had for over 30 years cracked. Estimates range from $550 to $750 to replace the panel. We immediately visited the store to talk to the manager and showed him the pictures. In addition, the installation crew did not have a working vacuum leaving a giant mess behind for us to clean, we found at least 8 nails in the garage and pieces of molding. From our understanding, the crew is contracted by Custom Carpet. The crew's manager visited to look at the damage and basically told us "it wasn't his problem". Today, he called and left a voicemail offering $250, which is insane. I want his insurance to cover the entire cost. Custom Carpet seems to have lost sight of how hard it is to keep loyal, long term customers. I will recommend that shoppers look elsewhere for carpets. read more

no help with a problem after paying upfront we cannot get a problem solved. was told they did not have capable staff to fix my problem. very poor service when you have a problem. read more

If I could give it zero stars, I would. Absolutely the worst customer service I have ever received...rude, rude, rude. Drive further down the street to the other carpet stores. read more

We had a 3 bedroom, hallway and stairway installation which was made easier by scheduling it to be done over 2-days. I asked for a great installer, who I got. Don really knew what he was doing and he and his helper were an efficient team. The installation was flawless, and they paid close attention to keeping the baseboards safe and helping us move lots of furniture. Karen really put her best efforts into making sure we took home lots of samples and it really made a difference. We are very happy with the results! read more