Mercer Carpet One, Inc.

I went to Mercer Carpet store to try a mom and pop shop instead of the big box stores of Home Depot and Lowes. The sales rep was nice but when you are buying carpet for a family room and two sets of stairs, of course their nice. Found out he was a bit underhanded and caught him in a lie. He did come over to my house, measured and gave me a price. He did not give us a copy of the price and me being naive and trusting, I let it go without even looking at the breakdown of the cost. He could have told me any dollar amount but I was stupid enough not even to look. I did not get the carpet until about three months later. The first time the carpet showed up at their shop it was defective and was not told this until about two days from the install date. The carpet was reordered, a date was set for install, and then found out they were out of stock and would not start to make it again until the following month. When the carpet did come in, two gentlemen came out to install it who both claimed they had about 20 years worth of experience. This carpet has a water proof backing so it was thicker than normal. I did see where, maybe in some places, extra tacking strips were nailed down and then the carpet was attached to the tacking strip. When it was all said and done, it did look nice and the gentlemen left. My family and I started walking on the carpet but the bottom of our feet were getting poked with the tacks on the tacking strip when going from the carpet to our tile floors and the wood floor and our heels were getting poked when out heels and toes got too close to the stair riser. I marked all of the places with painters tape where the tacks were poking through, and there were at least 30 places if not more. I was told by Katlin, this was a different type of carpet and a newer manufactured piece that was not out too long. I would think two men with 20 year plus experience would know better and when installing the carpet, to bend the tacks downward. I am sure the manufacture had training on the best practices to install. I had stopped by the carpet store to get a copy of what was written up and all I saw was the invoice total of $4,900.00. No other amounts were listed on this document. This price was the only amount on this paper. This amount was $400.00 less than what I was quoted, BUT I was given $400.00 off because of the trouble I had obtaining this carpet. I was wondering when they report their taxes, how can they honestly say what taxes did they pay? There is no way of telling. Katlin said this was all that was in the system. I had seen "Platinum Warranty Level" written on this form, but of course no price was written by in. All she sent me via email was a couple of links that really did not speak to the "Platinum Warranty", only what was considered wear and not anything of real value. As for catching my salesperson in a lie, is that I wanted two of the three remnants made into a runner for my front hall to protect the wood flooring, as well as the third remnant made into a small door mat. I was told two pieces were bound together for the runner, and he was waiting for the person who comes into bind the ends??? Something like that but when the installers came to bend down the tacks poking through the carpet, they brought me back all three remnants and nothing was bound and I found out, none of what I wanted could be done because one of the installers was the person who make remnants into runners and mats.! He was even chuckling about it, and all of this, I was very upset and knew I was lied too, especially when I was told two of the three pieces were bound together and they were not. I was told the third small remnant, was too small to make a door mat. I was not happy with this company at all but if you use them, just be aware and make sure you receive an itemized breakdown of what you are buying from them and question what some of the items mean. I am going back to Home Depot next time I need carpet, at least I received an itemize printout and the installation service was good.

I had floors installed in August of 2020 and noticed a number of issues following the completion. I contacted Jim at Mercer and it took almost a week before they bothered to get back to me. Jeff came out, took a look, and agreed that there were several problems. When they came out to fix the problems, they did not finish the work and actually made one area worse. I was told that the yellow goo, that they used to cover nails on the white baseboard, would turn white. It did not and I was told to paint them myself. There are large gaps between planks everywhere and the stair riser is awful. I am sure that they would not put pictures of the work done, at my house, on their website for clients to see. After calling Jim at Mercer to let him know that I was not happy, he sent Kelly to my house twice, without an appointment, to complete the repairs. Because I am a teacher working from home, I was not able to let him into my house due to classes taking place. Since then, I have never heard one word from the company about repairing this mess. I have sent Jim several emails since October and he has never bothered to acknowledge them. This company does not know the meaning of customer service or quality work and I would not recommend them to anybody.

Always making sure floor is done with perfection.

Great price and fast professional service.

They were very professional from the beginning to the end of their work. Everything was explained in detail in a way that was understandable.

Very helpful and professional. Very reasonable prices also. Highly recommended!

Very professional and dependable

Very friendly, clean and professional.