I cannot recommend Carpet Exchange for hardwood floor installation. A standard 900-sq-ft project…read morebecame a 4-month ordeal requiring four separate attempts to achieve an acceptable finish. I was forced to project-manage the installation myself due to an absolute lack of professionalism, follow-up, and communication from our sales representative, Erik.
To date, I have called Carpet Exchange 23 times (6/23, 7/12, 7/13, 7/15, 7/17, 7/20, 8/5, 8/20, 9/9, 9/11, 9/13, 9/18, 9/19, 9/24, 9/26, 10/4, 10/8, 10/11, 10/13, 10/20, 10/25, 10/27, 10/29, 10/31), but was only able to speak with someone or get a callback 5 times.
The timeline of their failures speaks for itself:
First Attempt (7/3/26-7/12/26): Quoted at 4-5 days, it took 10 days and was left incomplete with prominent buffing marks, inconsistent coloring, and deep sander stop-lines. Carpet Exchange agreed it needed a redo but provided zero coordination support, leaving me to deal directly with the installer.
Second Attempt (8/23/26-9/11/26): Explicitly scheduled during a 2-week international vacation so our family and pets (an 80 lb dog and 3 cats) wouldn't be displaced. The installer completely failed to finish while we were away. On 9/8, we returned from 24 hours of travel and a 15-hour time difference, only to find him still working. He forced us to wait 3 hours outside, unable to enter our house until 9:00 PM. The job spilled over 3 more days, displacing us in the evenings for sealer to dry. On 9/9, we reported that the exact same poor DIY-quality issues remained. Erik verified the damage on 9/13.
Third & Fourth Attempts (10/26/26-10/30/26): Two days into the third attempt (10/27), I physically went to the showroom to confront Erik because he completely refused to call us back or follow up on the hotel accommodations we explicitly discussed on 9/13. While there, I demanded he call his regional manager since I had been ignored for 3 weeks. Erik declined, claiming the manager would visit the showroom the next day and call me. Carpet Exchange finally brought in a great second crew for this phase. They revealed that the first installer missed two critical process steps and wrongly used furniture-grade stain instead of floor-grade stain. While the new crew was excellent, the kitchen finish was left with highly visible buff marks, requiring them to return on 10/30 to sand it down to natural wood and completely restart that section (marking a fourth install pass).
Management Failure & Property Damage: Regional Manager Andrew called on 10/29 but offered no solutions. He claimed he needed until Tuesday, 11/3, to review invoices before confirming a refund. When I stated I expected a 50% discount for the immense disruption and personal project-management time, he flatly refused, stating it "will not be 50%."
Though the floors finally look acceptable, the damage continues due to a massive communication failure by Carpet Exchange. The first crew removed the trim and carpet, leading me to believe it was standard procedure. However, the second crew left stain all over our flooring trim and the bottom stair step carpet. When questioned, they professionally explained they only remove trim/carpet for full installations, not sand-and-stain restorations. It was entirely Carpet Exchange's responsibility--not the subcontractor's--to communicate this policy before the job started.
As a result, I have ruined trim throughout the project area. The installer agreed to fix the stair carpet, but Carpet Exchange has failed to respond to my request for a refund to replace the damaged trim. I have zero faith they will make this right. They entirely lack professionalism, transparency, and basic customer service. Erik was completely unresponsive throughout, forcing me to project-manage this nightmare from day one. Save yourself the stress and property damage--take your business elsewhere.
