Reviews
This profile includes reviews for McSwain Carpets & Floors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 2 Customer Reviews
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Review fromKS S
Date: 12/15/2023
1 starOrdered my carpet and then the delivery day came. Installers were very nice, however after they pulled out all the old padding and carpet, they noticed the new carpet was defective (bad lot). Even with the defective new carpet being a bad lot, they had to go ahead and install because they already removed the old padding/carpet. **************** called and stated they were going to rush another order and then make sure they inspected prior to delivery. That was over two weeks ago and now the new order is ready, and it did not pass inspection. How do they make carpet and not inspect during the process to see potential issues? All my upstairs furniture was moved to the first floor and x-mas in 10 days. In addition, I have already started making payments on the carpet and have not heard back from a manager yet. I really wish I would have read all the other customer reviews before I selected **********************. I got numerous quotes from other companies, and I picked the wrong one!Review fromCrissy G
Date: 08/05/2022
1 starCrissy G
Date: 08/05/2022
BED BUGS FOUND AFTER CARPET WAS LAID. Our sales person, ***** from McSwain was wonderful to work with. He was knowledgeable and very patient with us during the decision making process. However, the installation was less than great. Five days after our carpet was put in we found a bed bug crawling around on it. This was confirmed by an exterminator. We had to turn our house upside down, cleaning and checking everything. A second one was found on the laid carpet and a third in the rolled up extra carpet in the basement. None were found anywhere else. All of our own furniture was bed bug free. The exterminator also searched the house when they were here treating for the bed bugs and confirmed this information, making them and myself think that they were recently brought in. I emailed and called McSwain about the issue. They denied everything and stated they found none in the van used to bring the carpet here and when they asked the carpet layers they stated they did not have bed bugs. This was not good enough for me. We spent a week cleaning and putting everything we own in the dryer to kill any potential bed bugs that *** have reached other areas of our house. I requested they check the facility where they store the carpet and possibly with the manufacturer to see if there was an infestation in either place. The manager, *** I think, stated he would check and call me back. I called 2 business days later (4 days total) and left a message requesting a call back and it is now one week from the original call and I havent heard anything back. I am disgusted and very disappointed in the customer service received after this incident. We spent well over $15,000 on our carpet. I would expect better service than this. I would NOT recommend using McSwain.
McSwain Carpets & Floors
Date: 08/08/2022
We thank you and value your business. Our Senior Director of Installation has spoken to you a couple of times. We do apologize that you were not contacted back as promised. You spoke to him this morning, 8/8/22, and he apologized to you as well that he was out unexpectedly due to a health issue. At that point another member of management should have contacted you. We have set in place a new procedure to ensure that this does not happen in the future. After the first time that you spoke to *** he did have discussions with the installation crew and searched their van and no sign of bed bugs were found. Since you specially ordered carpet, the carpet was shipped to us directly from the manufacturer and has not been sitting in our warehouse. Carpet is produced using high levels of heat, then wrapped in plastic, placed on a truck and shipped to us. We have spoken with the manufacturer and transportation company and none have had issues either. Again, we are very sorry that our level of service was not exceptional. We do apologize and will strive for excellence in the future.
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