BEWARE - PLEASE READ THIS AND ALL POSTS
Just an FYI before reading - Diana said she would complete the subpar installation her company did if I remove my post. I think consumers deserve to know what to expect.
In March 2024, I purchased over $14G worth of carpet from Kevin's Carpet. What followed was over a year of delays, missed appointments, broken promises, and subpar installation -- all of which caused significant disruption to my life and work.
The installation was scheduled and rescheduled multiple times. I took several days off work only to be told the carpet "wasn't on the truck." Later, I learned the delay was due to a custom carpet order -- a fact that was never clearly communicated upfront. Eventually, things seemed to progress: my carpet was removed and new padding was installed to prepare for the install. BUUT no carpet. Once again the carpet was not here. But after weeks of living with just padding and tack strips, the carpet finally arrived.
Unfortunately, the issues only got worse. The installation had visible elevated seams and multiple snags -- including one so large that the carpet zippered. Diana, a representative from the company, did attempt to remedy this by sending a crew multiple times. The seams were improved somewhat, but never to an acceptable standard. Throughout this year-long ordeal. I was told recently because I made this post that she was not going to work on a few major seams because of my post online. You can see the attached pictures of what I am living with.
Last May, Diana promised to include a backsplash as a gesture of goodwill for the ongoing inconvenience. That promise was never fulfilled. At first, the excuse was a lack of an installer; later, she claimed it was because she believed I'd "never be satisfied." This promise was never fulfilled after many visits to her showroom selecting a backsplash. Way too many excuses for delays for a business.
As of today, I still have multiple snags, visible seams, and buckling around door frames -- which I've been told is "normal." I leave it to future customers to decide if this is what premium carpet should look like after numerous fixes.
My biggest regret is being too patient and not standing firm sooner. My advice is to go to another company and make sure you have everything written down and do not pay upfront. Wait until the job is done right -- or risk being dismissed as I was. I am now left with no choice but to pursue legal action, replace the carpet entirely, or hire a professional to fix it -- all of which are costly, unnecessary headaches that could have been avoided.
I do expect seams as there are many in my install that are perfect. My expectations are about quality, promises and professionalism. I hope no one else has to go through the nightmare I have endured. read more
