Horrible experience primarily because they really don't care if they sell you carpet or not. The salesperson was ambiguous on all aspects but most importantly on the details of timing. I was on a very short timeline and nothing was definitive. I waited a day and a half for the "measuring person" to call me and then it was my fault because I missed the phone call and called him 45 minutes later. So, I'll take my business to a retailer that wants to make it work and is happy to have the sale. When all of the answers are "I think we can" or "it should work out" or "I hope it can" or "if you would have answered your phone". This is during the work day of course. What a crappy, crappy place. read more

I went to get some bamboo flooring. I was quoted a price for a Teragren pattern at $10.29/sq ft. When I got home I wanted to see some more styles so I went on the Teragren website. The website listed the price for the same pattern at $8.25-8.75/sq ft.. So, for my 500 sq ft order, Great Floors was going to charge me $1000 more than the manufacturer's retail price. And the place has a terrible vibe. As I read the other reviews, that makes sense to me now. Awful. read more

With this companies customer service they should be out of business. After a mistake on my order for 2k of flooring tile which I made a mistake on. When I reordered the right tile they refused to give me my money back for original color, and charged $800 to get me my tile sooner. They were not even helpful about trying to get my money back from distributer. They told me they would keep it and it would go away. $2000 worth of tile, I don't think so.. I have since talked to many other flooring companies who say that they just wanted to keep the commissions.. My next letter is to Armstrong to try and get some satisfaction, they recommended this company. Run From these people. Go don't the street to tills for less. An honest-family company.. Yousef who installed the till was awesome. I will give them that. Should have paid attention to the reviews here! read more

Stay Away from this Great Floors, especially Scott. I ordered 5 pieces of interconnecting mosaic tile from them at $22 each, and when I went to pick them up, I opened the box to make sure everything was in good condition. Sure enough, one of the 3 inch tiles was cracked in half. The will call clerk wrote on my carbon copy pick up receipt that one of the tiles was broken and I took the box home. I called later that week to get a refund or a discount on the broken tile, and Scott told me I had to bring the tile all the way back in to the store, even though their own employee wrote on the pick-up receipt that it was broken! He was also extremeley rude, like it was my fault, or like I was lying. All I wanted was to not have to pay full price for broken material! I HIGHLY recommend staying away from this place, especially a guy named Scott to avoid being treated this way. read more

Two orders. One an expensive one, one a cheap one. Invoices mis-billed and sent to wrong address on one. Second one given wrong contact information and told an estimator would call me...took 11 days for that to happen. By that time I had already placed my order and gotten carpet installed by Carpet Liquidators. read more

Our first impression of this store was great. My husband and I were impressed with the showroom and the salesperson, though kooky, was helpful. We took some samples home to match to our walls and decided on a particular color and style. We pretty much decided to get the carpet through Great Floors even though the same carpet was available at a different store. Well, after we got a quote we changed our minds. The same salesperson told us that in order to carpet our room (12'2" x 13', plus an 8'7"x2' closet) we had to order extra carpet because it comes in 12' rolls. So in order to make up the 2 inches by 13 feet, we would need to order an additional piece of carpet, so we would have a remnant of approx 11'x7'. Now, I'm not a carpet expert, but I can do math and this added up to a ripoff. Granted, her idea was that we could take this extra remnant and bind it off into a rug, since we were also looking to replace our living room rug. Problem was, we told her that we were only interested in an 8' round rug as a minimum size, and no matter how you cut it, an 11'x7' remnant will never become a 8' round rug. Not to mention I didn't really want the living room rug made out of the same carpet. She just sort of glossed over that 'minor' detail. To add insult to injury, she didn't even give us a quote for the carpet that we asked for. This was the funniest part of it all. I specifically wanted a light color, and we took two swatches home and decided on the lighter color. When we told her our choice, she said that she didn't have it "in stock", instead she had some other type and in a darker color, and we wouldn't want the lighter color anyhow because it would be too light. She also added, "besides, you're just going to cover it all up with furniture anyhow". I had to give her points for her ballsy-ness. Sorry lady, but really we want the lighter color in the carpet we originally selected (and repeatedly asked for a quote on). And no, we don't want to pay for an additional room's worth of carpet to make up for two inches. And we really don't want to make an 8' round rug out of an 11'x7' rectangular remnant. Either this place is desperate to the point of blatant dishonesty to sell off their inventory, or we were on candid camera or something. Insanity. read more

Ordered Carpet from them for a single room. Sales person was nice and helpful. After paying the bill i noticed a 2% extra charge I was not made aware of before paying the bill for "environmental impact fee" After calling and asking the sales person about it they stated that it was a standard fee. I expressed that it was bad form to add charges without telling the customer. The sales person response was that it was really OK because I was getting such a great deal on install... When the installer arrived I explained that my cat was an indoor cat and I could put her in a room if they needed. The installer assured me that I did not need to do that... After I wile of not seeing my cat I asked the installer if he had seen the cat, to which he replied " I think she is outside" It took me 45 min of searching the neighborhood to get the cat back inside. When I got back the installer was still working. About 15 min later the installer slipped out the back door without saying that he was finished or apologizing for letting my cat out. read more

Poor customer service, didn't call when my order arrived, got my order wrong. I am very unhappy with Great Floors in Lacey, Washington. I placed an order for sheet vinyl on Monday, September 17th, 2011. The sales representative did a good job, processed my order and told me they would call me when the order arrived (estimated two working days). The following week I contacted Great Floors in Lacey and was told the order had been in for days along with no apology for failing to call. I picked up my order; the employee that loaded it on my truck had me verify the order and sign. That weekend I prepared two bathrooms where I planned to replace the floors. I unrolled the vinyl and found out it was cut 6 feet short. I drove back to Great Floors in Lacey, WA just to stand at the front desk while workers walked by me or sat at their desks. I walked over to a worker at his desk and had to ask him to assist me. He verified my situation by looking on his computer then told me I would have to wait for the salesman I had originally worked with to return from his lunch break. Can you believe it? "Really pissed me off". I ask for and talked to the shift manager; he corrected the situation but with no apology or compensation. I cannot support a company that doesn't value customers and/or their valuable time. These guys turned a one day job into two. read more

We bought a house and contracted Great Floors to replace all the flooring before we moved in. We worked with Larry, who was a fantastic salesman and generally a really nice guy. His schedule is a little funny, so it was tough making our way through all the paperwork when our bank wanted things signed on a day when he wasn't there. The rest of the folks we talked to were alright, but pretty disorganized, hence the 4 stars instead of 5. Now the floors themselves are pretty great. We got beautiful new laminates in the main rooms. They're the newer kind that look more like hardwood, don't make any noise, and are indestructible (important with a dog and baby in the house). So far, they've held up great. Unfortunately our dog does have trouble walking on them since they're too slippery (and Great Floors even told us we had nothing to worry about there). So a small negative on them there, but overall we're very happy with them. we also got a very nice carpet in the bedrooms. It looks great, and was installed very well. We did find one carpet tack popping through in the doorway (ouch!), but just one, and that sort of thing happens sometimes. And finally, the tile in the bathroom looks fantastic as well. There was another hiccup in that they forgot to install new baseboard. Pretty dumb mistake, but when we called them on it, they had guys out there a couple days later that took care of it quickly and professionally. Overall, we were quite happy working with them. read more

Update - we hired Kevin at Henry's Hardwood as the installation contractor - see my separate review. Kevin picked the materials up from Great Floors and did a fantastic job at a great price. read more

I had the Seattle store remove and replace part of the carpet in my home. Do yourself a big favor and go somewhere else. Their lack of customer service and the lack of skill on the part of their installers is appalling. Although they knew I was not going to recarpet my hardwood stairs they gouged deep holes in the risers and treds when they removed the existing carpet. Because the gouges were so deep, the stairs had to be completely dismantled, "flipped", and reconstructed. Because the former homeowners had painted strips down the sides of the steps I was told it would be more cost effective to "flip" them anyway. So, while I possibly did not suffer any financial loss, the fact that the workers had absolutely no regard for my property I find deplorable. I will never go to this place for my flooring needs again and make sure everyone I know knows why. The one good thing about this experience is that Jim from Gorilla Floors, 206 267 8998, did a wonderful job repairing and refinishing my stairs. read more

I am a real estate agent and have used great floors when its recommended before listing a property or when new buyers prefer new carpet, I highly recommend Great floors. I have dealt with Susan and most recently Mike Hall. They find exactly what you are looking for and within your budget like giving a discount on the pad to make the price fit your budget. I have not used them for hardwoods or tile, but highly recommend Great floors for good service and competitive pricing for your carpet needs.. read more

Just refinished all of our floors and must say they really helped. We spent a lot on the kitchen tile and tried to go cheap on the playroom and office - they were attentive to both orders even though one was $9K and the other $1K good customer service. the delivery guy screwed up and they fixed it free of charge. read more

I've worked with Great Floors three times so far and they've been great. I work with Fiaz at the Seattle store. We've replaced almost all of our old carpeting with tile and bamboo. Dave did the installations and he does an amazing job. read more

I've used Great Floors a couple of times, Once for my home and once for a rental property I own. Both times I worked with a salesperson named Susan Veno. She was very helpful both times. Especially for the rental property purchase. I had to get the job done quickly and have it ready for the new tenants. With a very short turn around time she ordered the flooring and scheduled an installer for Saturday. Great Floors provided me with a good product at a competitive price, they were knowledgable and provided great service. I've used other companies, I'll go back. read more

This place is HUGE!!! I went in looking for a remnant for a project at work and found a great selection at exceptional prices. The salespeople were helpful, if not a bit slow for my pace. I was on work time though and wasn't trying to doddle. In any case, I got a terrific price and a perfect product for my needs. Much better than the 2 stores I had shopped previously. read more

I've worked with Susan at Great Floors several times and could not have had a better experience. She's incredibly knowledgeable, very thorough, and while she's not the gushiest over the top salesperson on the planet, she is very professional and pleasant. I will go back to her again and again and again. read more

We had a great experience with Rebecca Rush for the purchase of carpet, vinyl flooring and tile for our home remodel. She was always responsive and professional throughout MONTHS of delays (on our part). She assisted us in getting samples, ordering additional tiles when we ran short and scheduling installers. We highly recommend her! read more

We had a great experience with getting our hardwoods here. The staff was knowledgeable and friendly and getting our floors was done in a timely manner. We went back to look at their carpet samples as we want to re-carpet our entire upstairs and the carpet salespeople wouldn't give us the time of day. One guy was sitting on his cellphone when we walked in with barely a glance, no "hello", "May I help you", nothing. We browsed for about 15 mins with not a single acknowledgement but within two seconds of an older couple walking back to the bathrooms the guy literally jumped to his feet, threw on a charming smile, and asked how he could help them....Ageism is one the biggest bullshit customer service problems and this was so blatantly obvious that we turned around and walked straight out. They got our business with the downstairs but I will absolutely not use them to re-carpet our entire upstairs. read more

We used Great floors a few years ago to purchase and have installed new carpet. They did an excellent job at a god price. We just remodeled our kitchen and with the help of Mike chose new luxury vinyl. The process was easy and the installation was fast and high quality work. Thanks to Mike and Great floors. read more

I had previously worked with a gent at this location after the another rep at the Kent location completely flubbed my quote. So a few yrs later I return to look at flooring for one of the same rooms I had them install previously. I am gaving some foundation issues so new flooring was in order after the repairs were complete. I took two samples and returned them two days later. The samples were placed on the desk of the associate with a note left by another associate asking to give my a call. I wanted a quote for the prior flooring I had as well as one of the samples. So two weeks later nothing. I called to let the manager know. I will not be using this company again. They dropped the ball several times and if I am going to start the process over, waste my time driving clear downtown just to repick samples, etc I will be doing it with a company who values and appreciates its customers not one who drops the ball. read more

We recently purchased and had Laminate flooring installed in our living room, dining area and kitchen that we purchased at Great Floors in Lacy, Wa. We are very happy with the flooring, the installation and the customer service. Our salesperson was Tim Benn and he is very professional and followed through on everything that he said he would. Tim would answer our phone messages and email messages, promptly, and we felt we were being dealt with very personally. We are also very happy with the installation people and they worked in a very mannerly as well as professional manner, even offering information about the flooring without us even asking about cleaning techniques etc.. They phoned us when they left Olympia and were heading to our home and they were very prompt and cleaned up well behind themselves. And,Tim followed through to ask if we were happy with the installation. Would I / we recommend Great Floors to others? Yes, we would. Would we recommend that they contact Tim Benn if they are going to the Lacey, Wa., store? Yes, we would. We are very happy with our new flooring and the service that we received from the salesman and the installers as well as the large selection of product we had to choose from. Thank you, Kathy and Dave Robinson, Montesano, Wa read more

Wow, they really won't begin installation until 100% payment for both product and labor is made. After dealing with them over several weeks, picking out floor materials, meeting an estimator twice at our home, we finally learned that to proceed with installation they would require 100% payment of both product and labor before any work is begun. Yeah right. After investigating further I find that they are just a renamed Carpet Exchange, which was highly known in the Puget Sound area for shoddy business practices and awful installations (visible seams everywhere) performed by Ukranians that don't speak English. Thanks for wasting our time. Hiding behind a new name isn't going to work on us Carpet Exchange! read more

I was referred to Ms. Sadler at the 1st Ave. Great Floors store. From our first meeting in February to the completed work in May, she was professional, a good communicator and knowledgeable about wood flooring and carpet. The flooring I selected was a new product that required additional order and shipping time. Once in the warehouse, the installation was quickly scheduled. Great Floors installer Nixon and team are expert carpenters. The stairs with bull nose edges are smooth and the main floor is even. The carpet is Berber which can be difficult to install. The carpet installers were friendly, efficient and performed outstanding work. When movers damaged the new stairs, Ms. Sadler arranged for replacement treads. My home was transformed from average to beautiful thanks to Ms. Sadler's exceptional service and Great Floors extensive product offerings. read more

I would have to agree with several other posters about POOR SERVICE!!! We had a new floor installed in our kitchen. It took the store 2 weeks to get our vinyl in and then to get it installed. On top of that, after confirming on 3 separate occasions (with the install manager) that the installer would arrive between 8:30-9:30am on Friday the installer didn't arrive until 12:30pm (4 hours late). Apparently their was some miscommunication on their end?!!!! After the install was done I questioned the installer about the floor because the grout lines in the flooring were not lining up with walls and the edges between the vinyl and the carpet. He responded that it was because my house was out of square. Now I have 20 years construction experience so I know that no house is 100% square but something was obviously amiss. After he left I took measurements in the length of 13 feet his flooring was 5 inches out of square. The 45 degree area between the vinyl and carpet was 4inches out of square in a 7 and a half foot run (very noticeable). I returned to the store to inform them the the install did not meet my satisfaction. They responded by sending out the same installer to assess the situation and see if he could somehow get me to live with the flooring. I politely refused. I let him know that we had paid $1,150 for our vinyl and install and that we wanted it made right. He told me that he would let the store know (that was Tuesday morning)...oh btw he showed up just after 8am...nearly an hour earlier than scheduled, but hey I worked with it. It is now Thursday afternoon. I have called the store to inquire about how and when we would be getting the new vinyl. I always am told that so and so is away from their desk and would I like to leave a "voice mail"...So I do. But EVERY time I have left a voice mail NO ONE EVER CALLS ME BACK. If we had to wait another 2 weeks for more vinyl and a correct installation I would be fine with that. But for no one to call and let me know what is happening just pisses me off. Our refrigerator has been sitting in our family room for a month now and I still have no idea when we will get our new floor. I am sooo tempted to go and have another company do a new installation and take this excuse for a company to small claims for a full and complete refund. In my opinion UNPROFESSIONAL, POOR SERVICE all the way around. I won't make this mistake again!!!!!! read more

What a great place! Large selection compare to lumber liquidators down the street. The sales guy I think his name was Mitch was great. Patiently showed me around all the hardwood floors. I had a very good experience here. read more

After I bought my condo I needed to replace the carpet before I moved in. I found carpet that I liked that was available immediately at Great Floors. But then the installation happened. The installer began by complaining about the lack of parking, which I warned the sales person about, and that his crew was to small for the job. After explaining the situation to him and how I needed it installed that day so that I could move in the following day, he reluctantly began the work. I left to go to my job and they went at it. I returned after I got off work to find the carpet installed, but a huge mess left behind. I had to clean it up myself that night. I called Great Floors and complained. I was told that my complaint would be passed on to the installation department. After not hearing back I called again and was told the same thing. Over a 4 week period I called 4 times and never got a call back. Great Floors had no problem selling me their product, but had absolutely NO customer service after the fact. STAY AWAY IF YOU CAN. read more

Got several samples of flooring to take home. Made the decision and called back to order. I asked for the sales women who helped me the other day and he said she isn't in till Monday so I asked him if he could take my order. I heard a heavy sigh and then he said ya I guess. The guy was completely disinterested in taking my order. I told him I have never done this before so what information would he like first? His reply in an annoyed tone was "go ahead". I knew right then and there this was not the place to do business. I told him I think I will call back Monday instead. He said fine. I have no intention of doing any further dealings with this company and after seeing these reviews I know it's the right decision read more

I have been working with the commercial division of Great Floors to get something done about the carpet in my condo. It was cleaned after I put a bad review on Yelp, but the stains came back w/in 2 months. This carpet is defective, but apparently someone hopes I will go away if I'm ignored. I would never do business with this group. Their customer service is terrible! read more

We just used Great Floors for the first time and it was a tremendous experience. Fiaz, our salesman, was knowledgeable, courteous, and very helpful. He helped us understand the different choices and helped us make the right choice for our needs. After we picked out the carpet and scheduled an install, he called us back to let us know that the carpet just went on sale; he informed us that we would get the new, lower price. Great floors was flexible with our install scheduling and helpful with rescheduling. The install was smooth with great care provided in protecting the walls and molding. The installers also did a great job cleaning up and they thoroughly vacuumed the new carpet when finished. Overall, this was an outstanding customer service experience for us. read more

Horrible!!! They put in a substandard carpet, not the one I had chosen, then the carpet began to run in two areas. Yes this was two years later but I was under the assumption that carpet should last more than two years! The installation also pulled up and I was told that this happens. They assured me that this would be handled but curiously after I sent them the pictures they never returned my calls or contacted me. Also the woman that I ordered from was no longer there and they had some trouble finding my invoice as she listed it under something else. I smell bait and switch all day long!! read more

Extremely disappointed in the service. We bought carpet from them about 4 or 5 years ago. My husband was pleased with their work but at the time he was home and watched there every move. This time we replaced the carpet and vinyl in my rental , they left it a mess. They did not leave it the way they found it. I called to let Larry know about a gouge in the trim but received no response back. When I finally called him on it he said he talked to the installer and he said he didn't do it! (He never called me back to tell me this) Buying carpet and vinyl is no cheap transaction. Spending this amount of money I would hope the customer service would be worth a 5 star. My husband is right when he says you have to stand over them while doing the job and be in their face through the project:( read more

I have been here twice, and both times, felt that I was bothering the sales staff to ask a question about clarification. The first time we went, we were not waited on and were directed to the section we had intended to browse. We had to order from them because our contractor had a connection. Here I am two years later, and every single sales person (at least 6) was busy on the phone. There was one other customer, who might've been a contractor. Perhaps Great Floors in SODO only service contractors. My daughter saw the disgruntled look on my face and asked why I went there again when we had been there before and received such poor service. read more

Was referred by my window guy. Went to the store, dealt with Traci at first. She was helping someone else while another lady was not with a customer. I told Traci I did not like the colors of a particular flooring she was showing me. I told her what I was looking for and she kept suggesting material that I was not looking for. She was still helping another customer, along with me so I asked if another salesperson, Rebecca, could help me. I told her (and Traci) that I needed product that they stock. We found products that I like so that was good. I told her I was doing the flooring in my apartment-replacing carpet with faux hardwoods. Rebecca told me the lady who does the measuring would contact me. I didn't hear from her for a couple days so I called Rebecca. She had sent the measure request to herself. Diane came out and did the measure and thought she was measuring for carpet. She was great but told me someone else would probably have to come out to measure for my faux hardwoods. While in the store, Rebecca gave me one estimate. However, when she e-mailed the estimate, it was hundreds of dollars over what she had told me/written down before. I called my boss to have the materials paid for and was expecting a call back to schedule. There was no phone call so I called the store. The man that answered said he would talk to the installation manager and call me right back. He did not. This was on a Friday. I called back on Tuesday and Rebecca scheduled it for Friday, a few days later. It was about 11 and the installers had not arrived. I called the store and talked to the installation manager. He said he would call the installers and call me right back. He did not call me back. The installer called and said they would be at my place later but couldn't guarantee it would be before 12. They had not been told that I was told they were be here around 8:30-9:30. The installers were great but they ended up working until midnight Friday and Saturday and they came back Sunday. The work was flawless. Also, they had black base and no wax ring for the toilet. This was not their fault. It also wasn't their fault it took so long. There were a lot cuts to make for the floor as well as the base. I ended up going to Lowe's for base and the installer went and bought a wax ring for the toilet. Rebecca called me the following Monday and apologized for the installer being late. Didn't take responsibility for totally screwing up the order. 1) sent the measure request to herself 2) gave me the incorrect price 3) I asked for a stocked item and mine was special order 3) did not tell the installer about the toilet removal and appliance removal 4) put the incorrect color of base on the order. I e-mailed her and asked for an updated invoice so that I could contact my bookkeeper and get the balance paid. I waited 2 days and did not hear from her. Today I called the office and someone sent me the correct invoice. However, she did not remove the charge for the base. She didn't even have the courtesy to send me the updated invoice herself. I had to call and talk to the assistant manager. She also sent the invoice to my bookkeeper without sending me what I asked for. This was my first and LAST experience with not-so-Great Floors. Try worst floors ever!! read more

We were looking to replace our hardwoods, carpets, bathroom tiling/backsplash, shower tiles, kitchen counters and popped into Great Floors SoDo to have a look. We were impressed with the wide selection from affordable materials to higher end options and everything in-between. We perused through the nice selections while we waited for assistance. There were two ladies working and both were too busy gabbing with one another to pay any attention to their customers. After about 10 minutes I walked over and interrupted their conversation to ask for help at which point Traci R. reluctantly obliged. From sending us a quote a week later than promised (without any notice she needed more time) to not even showing up to take measurements (she indicated she would come out - over promised, under delivered) to being incredibly unprofessional and rude - Traci simply dropped the ball and was a poor brand ambassador for Great Floors. read more

A little to pushy and condescending for my tastes. I had a small project and I guess they are used to mini Mcmansion projects.

They don't deserve even a star! I am so disappointed and upset of what they did to us. We asked them to change our kitchen floor because of the leaked dishwasher. We paid first week of September and they scheduled installation two weeks later. I was, what the heck? When installer came, they were 1 hour late! The pulled the old floor and said that the surface needed to be dried out first and mold removed before they could come back and continue on with the installation. They said they would come back Sunday (today) at 9AM. And guess what, they were nowhere to be found. We called the sales person who supposed to coordinate this installation but not picking up his phone. We called the store and they said they would call the installer. The came back to us and they said that installer could not come because they needed a thicker plywood for the base of the floor that was not ordered, etc. It's a hell on a Sunday! I cannot believe they ran a business like this. I am starting to believe that they will install this who knows when. I am so upse that we have paid in full and they are just running around with our money and we have a terribly torn kitchen floor and our dishwasher cannot be installed because of this terrible mess caused by people at great floors who don't talk to each other or who are just a bunch of people with no brains! I'm gonna have a heart attack anytme soon. DO NOT GET THIS PEOPLE. Go somewhere else and spend money to people who value their customers. read more

I agree, if based on customer service, they should be out of business. We have made the mistake of using them twice and will not be returning for future needs. While they do have a good selection of flooring choices, the sales people that we have dealt with have been rude and unwilling to help when issues arise. read more

We've worked with the Silverdale branch and have had good service. The Seattle branch on the other hand has been poor at communicating and following through with their warranty in a timely manner. We've called three times for a tile measurement, paid their measurement fee, and we have not heard from the individual responsible for tile measurement. In addition, we had carpet installed; the installation was poor, staples visible, transition between tile/wood and carpet is uneven, tacks are visible/sticking up through the carpet and a hazard on the stairs. Called seven days ago and spoke to two salesmen in addition to leaving a voice msg for the installation director and have not been contacted. read more

Great service, price and quick install on my carpet. Will be going back next time i need any flooring