Custom Carpet Centers
Reviews and Complaints

We had an excellent experience, especially installation by Vince. We could not be happier with our new flooring.

The service was excellent from start to finish. Every question I ask was answered in detail to my understanding.

Everyone was very helpful, knowledgeable and professional. From our salesman Michael, (Orchard Park Store) To the installers it was a great experience!

Salesman was helpful and friendly. However the installation crew was amazing! DON AND BRIAN knocked this install out of the park! Would def recommend.

Start to finish, this was a pleasant experience. Everyone was friendly, helpful, knowledgeable, and professional. Would definitely recommend to family and friends.

Bought stain master carpet for living room. I bought at Lakewood NY store had great service, along with professional installation and very good product. The store is clean and well managed. Rating A PLUS. Thanks

We are very happy with our experience with custom carpet Centers everything went great with picking out the carpet for our living room hall way and with the installation. I would recommend them to anyone.

Custom carpet will provide poor service causing the customer to wait months before a promised installation. You need to double check all measurements or be stuck with product (tile, hard wood ) that you paid for but have no use for.

Absolutely love our new family room carpet! It is so plush and comfortable! Custom carpets were right on time with the delivery and installation. Very pleased with their customer service! We will definitely go back to Custom carpets to replace other rooms in our house!

We just had our kitchen & hallway floor replaced. Pam at Custom Carpet was a Great help in finding the right floor and color for our home. Tim was the person that installed it and he did a beautiful job - he was very meticulous with his work. We are so happy that we decided to go with Custom Carpet Centers

We have been using Custom Carpet Centers for over 25yrs and have always been pleased with everything; salesperson, product, on time ordering with product in stock and great install, friendly service installers and they clean up without being asked. Thank you for such great service. We will use Custom Carpet again and again.

Had a great experience with Custom Carpet. Highly recommend anyone to purchase from this company. The price was very reasonable, and the installers were professional along with being very polite, and personable. I have to mention the sales manager at the Niagara falls, NY store Ron. Thank you Ron! You were right, we love our new carpet! We will purchase again.

We recently had 3 rooms and hallway carpets replaced. Ron was very good to work with, helping and advising us. No high pressure to buy. We are very happy with the carpets and installation. Installers worked hard, removed old carpets and padding, cut them up into 4 Ft pieces, put them to the curb. They picked up everything, vacuumed all of the rooms. They also helped move heavy furniture back in place. Very satisfied. All looks great. Would recommend .

My experience was with Custom Carpet on Southwestern blvd location. While in the showroom shopping for carpet and color The sales staff was more concerned with making plans for drinks instead of helping us. VERY UNPROFESSIONAL Installation went FLAWLESSLY Carpet quality and color was WONDERFUL Until my husband had to call and make our final payment over the phone, the woman was interested with flirting with my husband instead of collecting the payment VERY UNPROFESSIONAL Jay, you and my husband have been doing business for many years Please get you staff on a professional level Thank You

I had a tile floor installed by Custom Carpet Centers in our kitchen. After installation the workers put the refrigerator back into place and in the process gouged the side of the brand new wood panel adjacent to the refrigerator. We luckily have before and after pictures. Despite this information they have refused to replace the panel. They have made no good faith effort to resolve this problem over the past 5 months despite numerous phone calls and discussions.

I ordered carpet for my stairs, it was installed improperly and then repaired. I purchased carpet for my basement and it was installed improperly by the man that screwed up my stairs the first time. I specifically told my salesman in a face to face conversation not to allow this man to install carpet at my home again. I then made an appointment to have my carpet repaired for October 2nd only to be stiffed and wait around all day because they said they would arrive between 8-4. I called again to make an appointment and the company sent the same man to my home to repair my carpet. The man showed up on October 6th but did not have the proper tools to complete the job, so he said he would fit me in Thursday or Friday. Today October 9th, I called because no one called me to tell me when they were coming or on what day. The man I spoke to said he would be here at 3 but then called and changed to 4-430 and now it is 6 pm and no one called or showed up to repair my carpet.

I ordered new flooring for the front foyer (laminate) and kitchen (vinyl) earlier this year. Due to COVID the job was cancelled. I still received a bill with a payment date of 4/25 from ***. The flooring had not yet gone in. I called ***/*** and they said to be patient and they'd push the date out another month. I was fine with this. The store manager called me to say that *** had this marked as "fraud" which did not come from me - he told me to call the main office number which never allowed me to get through their machine. Finally the flooring was installed mid May. One guy was sent and the job took 2 full days. I specifically asked for pet friendly floors. The foyer came out great. The kitchen floor is extremely slippery and my 4 year old shepherd is sliiping and sliding all over it. I have hardwoods throughout and she doesn't have ANY problems on any other type of flooring. The installer told me as well "to watch the dog on this." Ron the store manager said he'd look into this last week - he never did. Yet he is calling me to come in to resolve their credit card company mix up which I already filled out all the paperwork for. I agreed to come in and was not able to make it Monday evening. He called today saying corporate will send my account to collections. Late late job - not even 30 days and I already signed up with *** / ***. These are you internal issues. Not Mine. What a great way to deal with customers - after they've been patient, after they explained they had a dog, and signed off on an 1800 dollar job. ! I was willing to wait for the job and worked with you having 1 installer and worked with the credit card - now I'm getting calls that I have to make another trip out there and no solution on the slippery floors other than we haven't had others complain.

Safety issue- We purchased carpeting from Custom Carpet Center to replace carpeting in living room,dining room and the stairs to the 2nd level of the home. The installer came out on August 6th to install the carpeting. When removing the carpeting from the stairs he advised me that the riser on the top stair was partially separated from the tread.He offered me 2 solutions to the problem. One was to sign a waiver to put the carpeting over the damaged riser which would also void the carpet warranty or that I get someone to fix the stairs. I opted for the latter option as it is a safety issue with the stairs.. In addition,a metal strip was not replaced even though my invoice shows I paid for one,A sliding closet door was re-installed incorrectly and won't close properly and a new railing I had installed 45 days prior to the installation is damaged. I advised the installer at least twice to be careful with it as it was new railing. Also,the seams of the carpeting must be re-stretched. The there are humps in them. It is called "blossoming" and it is supposed to go away after a couple of weeks. It has not gone away. I called the office to complain and JC, who supposedly is a service manager came out to my home on 8/10. He looked at the issue and told me to call him when I had the riser repaired and the remainder of the carpeting would be installed as well as the closet door being fixed and the metal strip would be replaced. I had the riser fixed on 8/13 and made repeated calls to JC to have the work completed. He did not contact me until 8/22 and we set up a time to have the work done on Wednesday 8/26 at 9:30AM. JC called me at 10;30AM that day and advised me that he was on his way. I advised him that I had a 1PM appointment with my dogs vet to handle an unexpected medical issue. JC advised me the work needed to fix the issues would not take long. JC did not show up until 12;30PM as I was pulling out of my driveway to take my dog to the vet. I told him our arrangement was for him to be there at 9:30AM to fix the issues. JC told me if I don't like it I can take them to court. The safety issue is this- the top stair is partially covered with carpeting which is is not tacked down and padding that has a slippery top surface. When you walk on the step, the carpet slides on the padding. It is very difficult to walk up the stair and extremely dangerous to walk down the stair. It is a safety issue. Custom Carpets Centers needs to fix this. My wife and I are both over 65 years of age. We literally have to walk sideways down the stairs to avoid falling. This is unaccepable and must be taken care of now!