Deans Carpet One Floor & Home

This is my second experience with Dean's Carpet One in Manchester and I'll likely come back in the future when I replace the 2 other rooms in my house.

They have a large selection of carpeting with experienced salespeople who can assist in selection by assessing your needs. I originally went in to look at hardwood (which they also sell) but my budget took me to carpet and I couldn't be happier with our selection.

The pricing is reasonable, they have a wide range of pricing options, and they often have 12 month (or higher) financing available through a 0% credit card promotion. A recent promotion for 18 month financing prompted me to jump at my second room.

The installers have been excellent in both circumstances. Very friendly, courteous and professional. They represent the company positively, performed the install with great care, and cleaned everything VERY well. They made sure I was satisfied before leaving.

I feel that a company can be reasonably judged on how they handle conflict and I feel that Dean's does the right thing for their customers from my recent experience. I got an e-mail and mailer about a memorial day sale so drove an hour to get there and they were closed on the days of the sale. When I called after, Russell informed me of a miscommunication from corporate (they didn't know the sale was being advertised) and honored the pricing and financing rate for me. I knew what I wanted so did the entire balance of the transaction over the phone.

Just had amazing Armstrong Prizm floors installed in the lake house. Beautiful product, perfectly installed. Thanks to the team at Dean's!

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Initially, we had issues with the service provided to us. Almost made us go to a big box store. However, once we got the issues worked out with Russell and Elizabeth, we could not ask for a better result. Jay, Jim and Joe were the professional installers whose professionalism was beyond reproach! To me, the mark of a true floor installer is how they handle the transition between the new flooring they are installing and the current floor covering. Basically, ripping up the wall to wall carpet in all areas except the bedrooms and replacing with vinyl tiles. Here are pics showing this transition between carpet and vinyl planking, True Professionals!!

I'm running into an issue with cabinet orders through Elizabeth. They're still under warranty and I need at least the order number to replace the part. Elizabeth will not respond to an email or phone call. I'm beyond frustrated with their customer service.

My experience here was very negative. Too bad, as they are located just down the road from us and they definitely would have been convenient for us.

We went in looking to refloor three rooms. I figure it would have cost me about $20k. I never complained about the price, just the customer service. It took forever to get quotes (I actually never got one of the three quotes) and they never responded to my emails. I was ready to plunk down a check but they didn't really seem to care about our business.

And it didn't appear it was because they were too busy. We were the only ones in the showroom every time we went there.

Glad I realized this before I signed a deal. If they were that indifferent before I signed on the dotted line, imagine how they would be once they already have some of my money!

From day 1 my experience has been not good. My builder deals through this company so this is where we are to make our decisions. We scheduled an appointment which their 1st opportunity was a Saturday. We have 2 small children we were running late so we called to let them know we would be 10-15 minutes late. We arrive to meet Russell. Turns out they should never do appointments on Saturdays. They are not staffed to handle a new home appointment and walk in customers at the same time. We were there for 3 hours as Russell had to attend to the walk in clientele as well.
We finally pick all of our options over the more than 2 hours we were there and he scribbles it all down on paper.
Of course its impossible for us to know every single thing we chose between carpet and all the different tiles for the bathrooms. We assume we should be good to go.
Turns out they order to much of a tile not included which cost us extra. Not what we had asked for but we took it and paid none the less. It looks fine we just didn't need to spend the money. We were told we had to wait for the Kitchen back splash till the granite was in. Not a problem.
We visit the store on Tuesday 1/15/19 Russell is out on break. We deal with an older gentleman pick out our back splash and we are informed Russell should call us by end of day. We let the gentleman know we were hoping to measure by end of day Thursday. No call Tuesday or Wednesday. I call Thursday morning Russell finally calls back. I indicate the expected call back and he says I never said that. I agreed and let him know his coworker did. I also reminded him of my initial experience. Which he says well you were late for the appointment. Shocked to hear him call me out over 15 minutes and thats his explanation for poor service that day. We did the right thing and called to make them aware. None the less We schedule a measure appointment for the back splash for the following week. He calls me back the same day and says I spoke to the builder he wants it to go through them however we have a personality issue and I should shop elsewhere. Again I was shocked I'm just looking for a little customer service here as I do have expectations as should of any business. Anytime there is adversity its thrown back on me. If you can't handle an appointment on a Saturday don't schedule them.
If there is a mistake take ownership.
I let him know I was going to write a review about my experience. His exact words "We don't care about your review".
At this point I realized he was doing me a favor. I can't imagine what would happen if there was a warranty issue.
Think twice before shopping here........

Worst costumer service ever. Took me almost three weeks to get my guote I went somewhere else. Who knows how long before the even get back to me for installation

Rude employee