-
November 2024 by Diane
New Castle Store: I wish I would have read the reviews before I ordered from these people. OMG! i ORDRED 2 custom braided rugs rectangular 5x8 & 2x6. Sales person was very helpful, kind and patient during the sale. Not so much after the rugs came in(yesterday friday) oval shaped. I did not order oval. Anyway. I waited two weeks or more. Never got a phone call they were in. Was told the girl that makes the calls is out... I had to call there. Picked up rugs. Opened small opening when I got home(wrapped in plastic) immediately noticed wrong shape. called store. put on hold. Susan(our sales person) stated she won't be working Monday and the girl who handles special orders is not there today. so she will leave special order girl a note about this issue. bla bla bla...took rugs back....want my money back. why should you sit on my money for a month. manager called he has to approve refund. He comes walking up slapping his lips in my face(apparently it was dinner time) DISGUSTING AND NO MANNERS. So he says he needs to check rugs first....why didn't you check rugs before you said I could come pick up? Your store doesn't check specialty orders to make sure what was ordered was sent? Then he says there is no rug pad & he knows there was.....WAIT so you did check the order or you didn't? Rug pad wasn't in there...so basically tried to make it sound like we stole it! I was told if i get refund can't reorder correct rugs. who cares. stick your rugs and your unprofessionalism where the sun does not shine. Forgot to mention another lady at counter telling me to calm down....really....I never raised my voice but I was adamant that this con man rug company you got gone on here was not gone to steal my money or any more of my time. You know if someone would have said hey sorry about this....Not sure what happened here...I am gone to get this fixed ASAP...please give me a week or so more. Oh and here is your 5 dollar bridge toll back etc. Just show some kind of customer service....I would have been fine....but they all acted like "what's the problem" so what it is oval. Like I was bothering them. NEVER EVER AGAIN! People wonder why business's are shutting down. I will NEVER shop at one of their stores again! They say everything happens for a reason. Well, I found two beautiful rugs EXACTLY what I was looking for on line! I don't have to wait 2-3 weeks. I Paid a little more but who cares. I GUESS you do get what you pay for and this includes customer service. smh
-
October 2024 by Patti Pfeiffer
Worked with CG who was knowledgeable on selection. Floor looks great and several visitors have inquired as to name and color. Kenny, the installer, did great work. The followup and communication was excellent; he was terrific to work with. The floor looks amazing. Thank you!
-
September 2024 by Jonna Shipe
CG went above and beyond to help me source a tile match for a vintage tile! Really appreciate the customer service
-
August 2024 by Claudia Provenzano
Sales consultant, Carol F, aka CG, was the worst sales consultant we’ve ever dealt with. Was argumentative with my husband while explaining flooring aspects stating “I don’t want to argue with you but I’ve been doing this for 25 years”. Then after spending an hour with her, picking out tile, she told us the tile was in stock, and asked did we want to take it home with us. We said yes. Our tile guy would be coming later that week to install.
After we paid for our order, close to $500, we drove over to Bay 3, as she instructed us, to pickup our order where we were told this item was not in stock. Went back inside where CG couldn’t understand why the order wasn’t at the Bay and walked off to go find out why. She came back and stated that she had previously told us that it wasn’t in stock (untrue statement) but that it was in another location and we’d have to wait for customer service to call us when the order arrived in their location but it would be that Wednesday - Friday. Called on Friday and was told the order was not in their location yet. Said probably Monday. Called Monday and after being on the phone with CG, she finally discovered she’d never placed the order but the attitude wasn’t apologetic. It was “hold on and I’ll place the order now”. We chose to cancel the order. I’m not sure what this sales consultants issue is but she is definitely not an asset to this business and we’ll never return to do any business with this store.
-
July 2024 by John Rogers
We needed carpet runners. We went there picked them out and they bound the ends as we waited. Great experience.
-
June 2024 by Jacqulyn Murray
Daniel is the best! His customer service was outstanding and he wasn't even a salesman. He went above and beyond!!!
-
June 2024 by Suzanne King
Great prices and extremely quick service. We went in to get carpet for our 8x20 Florida room. We picked out our carpet, and within 10 minutes they cut it down from the 12x20 piece we needed to purchase, loaded the rug in our car for us, and gave us the remnants. Wish everywhere could be this efficient.
-
April 2024 by Donna Hall
I've shopped here before. Very nice carpet. #MrsDonna
-
April 2024 by Patricia Bucay
I was extremely happy with the product and service at the New Castle carpet Mart. Selection was great with a variety of price ranges so I could select what suits my budget. The installation service I received from Johnny Ortiz and his guys Mark and Alex was excellent! Fast, did a great job and cleaned up after installation! Highly recommend this store!
-
April 2024 by Aris moreno
Excellent attention
-
April 2024 by lonewolfduece2
I had an horrible experience with sales person (CG) at the New Castle, DE store. However, I am giving a 4-star experience because Assistance Manager (Vladimir B.) did an outstanding job intervening and successfully de-escalating my distressing interaction with (CG). On Saturday, March 23, 2024 about Noon, I walked into the store, was promptly greeted by (CG) and she proceeded to guide me to the wood section. I needed to match my old trim moulding and hardwood with the brand they had in store. CG tried to convince me to purchase a brand which I was uncertain would be a match. I did not want to have to return purchases because they were not the correct items. I informed her my wife had previously called and spoke with a Susan who informed her the item we wanted was stocked. I then called my wife for confirmation, and while on speaker phone with her could hear (CG) saying "If you wanted Susan, you should have said that when you came in". I thought what (CG) said was a rude, unpleasant and discourteous statement to say to a customer, who was undecided and not trying to make the wrong purchase. Calmly, I told (CG) her utterance was inappropriate. Through our conversation, (CG) became more agitated and impolite. To avoid a back-and-forth, I requested to speak with the supervisor. Dismissively, she asked Vladimir who was walking towards us to take over. Vladimir was very professional, attentive and while displaying a lot of expert guidance, helped me make a perfect selection of moulding for which I spent a more than a thousand dollars, and will be making future purchases for my estate projects. Will recommend a refresher customer service training session for (CG). I don't do customer reviews but hopefully this helps improve future customer experience.
-
March 2024 by Matthew Lemmons
Mike E. did an awesome job making sure we found the perfect flooring for our home remodel. He gave great communication throughout the engagement and coordinated with the install team making things super smooth & easy. Martin's install team were very professional, timely & thorough. They provided great service!
Big Thanks to the team at Airbase for helping us put the new house smell back in our 25 year old home.
-
March 2024 by Elsa Collazo
Little did I know when I walked into Airbase Carpet Mart that I would find my new bff. Previous visits here turned me off so I was hesitant when I walked in again. Sherece was heaven sent . Purchasing new carpet, tile and planks was overwhelming but she made it a doable. Sherece put up with my many visits and made sure my projects were completed from beginning to endHer knowledge and experience plus her wonderful personality made this experience a great one. If you are in the need of any home improvement jobs that include flooring and carpet make sure to stop by and ask for my Girl Sherece. Her smile and her assistance made Airbase Carpet Mart a place I will purchase at again and refer others toThank you Sherece!!
-
February 2024 by Patti Malick
My husband and i went into Airbase Carpet Mart to look for vinyl plank flooring. Stewart Silverstein greeted us and help us find the perfect flooring for our home. He was there every step of the way. He answered numerous phone calls always providing us with perfect guidance. The installers were prompt, professional and did a beautiful job. I will use Airbase again when we get floors for our home in Milton.
-
February 2024 by Karen Terepka
Came in today to buy an inexpensive rug for my basement. My salesman Jerry treated me like I was a high end customer. He was friendly, informative, patient and very helpful. I would highly recommend him and the store. It was their Presidents Day sale and I got a great deal on the rug I purchased.
