WARNING - To sum it up, THEY missed 2 appointments, THEY were unable to perform the installation within a week like I was lead to believe and now THEY are threatening me even though they have my money AND they have the carpet AND they never showed up to do the installation twice AND are refusing to refund my deposit. I'm not sure how they have 4.4 stars. I ordered carpet and had 2 appointments for them to install. First appointment was a no show, no call. The sales rep, Andrew, had no idea they did not show up until I called him. Turns out the carpet was not in. Set a 2nd appointment. Again, no show no call. Again, Andrew had no idea what was going on. I was home all morning waiting for them again. I told Andrew after the 1st incident that if they don't show up on the 2nd appointment I am going to cancel. The only reason I took this route was because Andrew said that it can be installed within a week from ordering. Order was placed on 7/25. Second appointment was for 8/20/24. That is not a wee that's almost an entire month. If I had known it was going to take a month and still not have it installed, I would have taken a different route. Now they are telling me I'm not getting a refund because it was a special order. The first time there was any mention of special order was when the store manager called. At no point during any of our conversations nor after me telling Andrew I am going to cancel if they don't show up was I told that this was a special order and I'm not going to get a refund. I did notice after searching my purchase order that there is a small box marked SO. Again, at no point did Andrew mention this was going to be a special order before I signed the agreement unaware of what the small box marked SO stood for. Now they are threatening to put a lien on my house even though they already have a deposit from me that they are refusing to refund and they have the carpet. This is not anyone who I would ever do business with. You have been warned. read more

I'd first like to say that the customer service I received during purchase and follow-up was good. That being said, they would not allow me to return my completely untouched closed boxes of excess flooring material I didn't need (which was given to me based off their measurements). Further, they had me purchase flooring items I did not need as they didn't ask me my plans for how my floors would transition. Their reasoning for not taking my materials back were that if they had done the labor themselves they would have used all the flooring. This makes no sense as there is nowhere for the extra flooring to go. That's pretty transparent that even if they had done the extensively overpriced labor they would have just pocketed the cash. This is a terrible policy and if I would have known this I would not have purchased my flooring from them. Buyer beware. read more

The following is for awareness. It's difficult to understand why Mr. Mike Kosky is a Carpet Mill Representative. His Carpet Mill bathroom floor estimate/job management skills are horrific. Specifically, the bathroom floor estimate lacked a material/labor cost for installing the floor underlayment. Not having the underlayment creates a floor surface tripping hazard and unacceptable condition with adjoining flooring. Furthermore, the Carpet Mill toilet removal/reinstallation process revealed poor workmanship and significant plumbing inexperience. As written in posts by many others, achieving proper remedy to Carpet Mill problems is met with a lot of nonsense. The experience with the Carpet Mill Highlands Ranch store was deplorable. read more

Carpet Mill Outlet in Highlands Ranch was supposed to be installing my carpet today. The day I burned a vacation day at work. The day I paid to have my dogs boarded so they would be out of the way of the installers. The day I spent hours disassembling furniture, and clearing out rooms so that they could work easier. The day it snowed a whole 3 inches in Colorado. A weather update though, the morning of the install, the sun is shining, and the roads are melting. The snow was from last night. First, I get a call from the install manager, saying he was having a hard time getting crews to come to work today, however he should have a few guys in soon, and would send them straight over. Ok, no problem. I little outside of the arrival window, but hey, I'm easy. That was fine. The next call I get is from the sales lady that sold us the carpet saying she heard I had to reschedule. This was news to me. Come to find out, none of the installers were willing to come to work because it was cold outside and their was 3 inches of snow on the ground. In Colorado. I wish I had a job like that. I'm sure the other million plus people that went to work in the Denver area wish they had a job like that. I go to the store to complain, and weird, I just missed the manager. When a sales associate called him to let him know I wanted to speak to him because of the no-show install, he tells her there is a bad weather clause in the contract, but I can call his office line if I really needed to talk. So apparently, at Carpet Mill, 3 inches of snow is considered bad weather and a reason not to come in to work. . Just in case any of you are looking for a new job and don't want to work inside a house, when it's cold outside.. Carpet Mill will no longer have my business.. I recommend you look elsewhere as well, unless you like spending your vacation day building and moving furniture for no reason at all.. read more

Xinli L. Highlands Ranch I had a horrible experience with Carpet Mill Outlet in Highlands Ranch. First thing, The installer found the Seller measured wrong size when he started to installing carpet. I talked to the Store Manager Jim and hope that get the small job done one day that was two small bedrooms and they were empty in my small condo. He tried to work out the problem for me and let the installer driving back their warehouse to pick up the right size carpet then get the job done. Unfortunately the installer didn't listen to him. So I was told that rescheduled the job. They hire 3rd party subcontractors to install their products so they are only interested in the sale and not making sure the installation is done or good. Because they don't supervise the 3rd party subcontractors. Second thing, The installer was such unproductive at work. The installer took about 8 hours {8:30am-4:30pm} to finished installation for one bedroom. second day took 6 hours (8:30am-2:30pm) to finished another one. The totally two bedrooms is around 400 SQF and they al empty that easy to installation. The worst thing was that the installer broken two wheels parts of closet doors when he put the closet doors back after got the job done.... Due to the fact that you have to mark at least one star I did that but I rate this store and Company a NEGATIVE 5 STARS!!!!! read more

Josh that works here is the absolute best person to deal with. He has gone above and beyond in order to take care of my folks when they switched their flooring. He's been amazing to them and has taken care of them so well, it's hard to find a more caring person. Thank you for doing all you've done. They love their new floors, too. read more

Oh my.......how I wish I would have read these reviews!!! WARNING! All these reviews are absolutely true! I just had carpet installed ( and reinstalled) since they ordered the wrong carpet!! The custom service is horrible! Couldn't care less that we were very inconvenienced, wasted a day of vacation, wasted money to put dog in daycare, wasted money flying a friend in from KC to help us move furniture ......house torn up with furniture everywhere for 18 days while they ordered the correct carpet, and then, instead of expediting the delivery.......delivered it by snail mail. NO ONE apologized! Finally called Jim the manager.....worthless, said he would have his boss call me. Never happened......in the meantime, we had paid cash so they had their money....why would they care? Guess what? THEY DON'T!! STAY AWAY! read more

I have now used this great store two times. Great follow up by Tim at the store and nice follow up by the installers. 100% great service all around. P.S. I like the huge selection. Jock Barker read more

Scott at Carpet Mill was very helpful! He showed a large variety of samples to a very indecisive couple - with great patience! Then, when they didn't have a sample we wanted to see, he called and ordered it. The sample we ended up wanting was just a touch over budget, so he worked with us and was able to get it down. Overall, he was a great salesman. read more

Do not use this place or any Carpet Mill. Before we purchased our carpets, we mapped out how they were going to be installed, and we paid a bit more. I did not want a seam between my master bedroom and bath and we wanted the family room with a seam under most of the furniture. They installed it the old way with seams where the old carpet was. The seam in the family room is hideous. Because Carpet Mill would not do anything about it, I called good ol American Express and they put the money "in dispute". Carpet Mill came out for an inspection and decided it was in their best interest to do nothing. So Amex credited my account with the full amount and Carpet Mill put a lien on our house because they said that was the cheaper way to go for them. I'm sure they have never put the customer first. read more

We worked with Riley Moore at Carpet Mill (Highlands Ranch) for laminate / vinyl flooring for our basement family room. Riley is very knowledgeable, professional, communicates well, has strong interpersonal skills and is a very nice young man; he impressed us. Riley answered every question, gave us the pros/cons on different flooring and manufacturer's. He came to our home and measured our family room and hallway. We decided to go with the Cali Pro Vinyl planking and opted to do the installation ourselves. We got the flooring in 2 and 1/2 weeks. We highly recommend Carpet Mill and Riley Moore, we will definitely do business with them again. Thank you Riley, you're definitely an asset for Carpet Mill. read more

Dale was great! Everything that Dale handled was smooth! We really wanted to work with him because of his amazing service. We ordered the carpet put two different cards towards the payment to be collected at two different times in the process and away we went. Unfortunately when we decided on the carpet Dale was off that day and left to the incompetent hands of another employee who assured us the carpet would be able to be installed in a certain time frame being it was a rental. We shook hands and left feeling great! ..... Fast forward to the nightmare! We were told several days later this would not be possible our carpet was on back order and we would be several weeks out on the date originally stated. Now they took $2700 out of my mans account and the other portion was to come out of mine as soon as the work was finished. We unfortunately due to our time sensitivity had to seek other options. We called and told them politely our situation and Dale assured us we would be refunded no problem. We were supposed to be refunded the 26th of June when the refund didn't come across my man had to do a ton of investigating to find out where it had gone because they were insisting they sent it back . After hours of searching we found out it had been refunded to my separate account that had never been charged in the first place due to the fact we didn't move forward. Upon Calling the store we got the run around and finally asked to speak with the manager Jim who told us it was not his problem it had been refunded and that was it!! What terrible customer service!!! Thanks Jim for being terrible and unprofessional we went to Carpet exchange saved money and had a much smoother more professional experience. Dale was the only one who was good just FYI if you're going to use them only go through him. Thank read more

I chose to work with this company based on the seemingly honest info from the store manager, Jim Baker, when I visited the County Line store. After my initial purchase everything went downhill and I'm extremely disappointed with the lack of customer service. First there was a miscommunication on the original install date. I had agreed to the Wednesday following Memorial Day, but when no one showed up I was told the carpet order was arriving that day and the install was scheduled for Friday between 8-10am. Friday comes and the installer finally arrived at 11:45, telling me that he was sent to another job before mine. The job takes approximately 4 hours, all completed by one person (two rooms). After the installer leaves I begin vacuuming the areas and find a 2" gap between the wall in one room, as well as exposed nails and a feeling of subpar attachment on the threshold of the second room. I immediately called the store and was asked to send over pictures so that the repair could be scheduled. It's been a week and a half and I've had no response from the company as to when the repair will take place and none of my calls have been returned. Extremely dissatisfied with the lack of service! read more

My recent carpet purchase from Carpet Mill Outlet was the worst customer service experience I've had - ever. The Sales Representative, Jenna, was new and, while helpful, seemed to lack the experience/knowledge needed to oversee a smooth purchase process. The installation was a nightmare of no-show contractors, inaccurate estimation of carpet product from the store and inconsistent installation processes. The result was a one day job stretched over 3 days - spreading over a two week period as they had to order the additional carpet that was needed. The carpeting on our stairs was installed by two different contractors with two different techniques. The difference is quite visible and the damage to our wood trim and stairs was significant. The store manager, Jim, was defensive and unapologetic about the many issues - his lack of customer service was appalling. I would not recommend this company to anyone. read more

They disclaim any responsibility for the installers they contract to do your install. They agreed that my install was wrong but said I had to take it up with their Installer not them. Will never use this company again read more

We've had our issues, but they are resolved. Tim Hifler, General Manager, has always put our concerns first and has finally resolved all issues. He is the reason we would shop again at Carpet Mill. He has dedicated much of his time to our concerns and situation. He is absolutely customer focused and is an asset to Carpet Mill. read more

Great service! John Watt is very knowledgeable about the products, offerings and process. Easy to work with and get a hold of. Highly recommend talking to John if you need your floors replaced. read more

My wife and I have been shopping for carpet and went to the usual places. A few weeks ago carpet mill was having their "biggest sale of the year" so we were pre-measured and proceeded to the store to pick out carpeting. We need hundreds of yards of capreting so this was no small sale by any means. We walked into carpet mill on county line and were instantly turned off by the low class used car dealer set up. A guy in a bright purple shirt sat in a glass window office in the middle rear of the store and eyed up all the customers. We eventually picked carpeting and the saleswoman went back and forth into the office to discuss price with the manager and it truly played out like a bad used car dealer experience from the 70's!! The kicker was the fact that the price at their biggest sale of the year was thousands more than our other two estimates for the exact same Masland carpet. If you want a low class trashy experience then by all means, visit them but if you want a much better experience in a welcoming and classy environment where you will pay thousands less at regular price for the same carpet, then I would avoid carpet mill altogether! Needless to say we walked out during the "negotiations" while our saleswoman kept telling us what a great deal we were getting!! What a joke! read more

Latest on this is I spoke several times to John Hudson the point of contact and the salesmen who received the commission for the job, when I told him the cost of 150.00 to fix their sloppy install, he said I should have called him and he would have gotten the repair people to take 100.00, so I guess that price is "negotiable" or just a made up fee, he said that the installers are not employees of carpet mill which is not what I was told when I bought the flooring then he changed his tune and said it did not need underlayment but it should have been screwed in properly still admitting the job was wrong out of the gate. I am still to this day waiting for my "receipt" for 150.00 cash that I had to pay to the installer to reinstall the poor job. BE AFRAID BE VERY AFRAID. Buyer Beware!! read more

We had a horrible experience with Carpet Mill Outlet in Highlands Ranch. Contacted the owners, and they scheduled a meeting with my husband and the store manager to discuss. They promised to have their people come out and fix our plumbing issues and a finish price was agreed upon (their pricing for stone work and labor is crazy to understand, and I'm sure we got screwed in the end). We followed through with our payment agreement, but have yet to hear from CM regarding fixing our plumbing, and it's been over a month since the meeting, 5 months since the job was "completed". Owner told me they've been in business since 1974, and wouldn't be with poor customer service, so really wanted to make sure we were happy customers. Guess what? We're not happy, and you supposedly sent the best worker you had to do our job. I hope you're at least looking for new contractors. read more

BUYER BEWARE! We fell for one of their big, once a year sales. The price quoted was $700 less than the competition. However, on the day of installation, we were told by the installers that they didn't order enough carpet. Our house was measured 2x, once by the salesperson and once by the store manager. They both claim to have left 1 bedroom off. Accident? I don't think so. The cost to complete the remaining bedroom was $700. When the 2nd installer came to the house, the carpet ordered was 2" short and didn't reach the wall. Luckily, we had a remnant piece that was available to patch the 2". However, when the 3rd installer showed up, he wouldn't work until we agreed to his $150 fee. We did not agree & he left. On a different day, another installer showed up and completed the work. My suggestion? Go to EMW! read more

Sales person came out to the house and measured all the rooms. Waited 2 weeks to order when the district manager was having a sale. All measurements were turned into him and 15 minutes later he gave us a quote that we felt was reasonable. When the installers came to the house they said we were short carpet for the family room. Upon contacting the store manager he said adjustments were beyond his authority and that we needed to talk to the district manager. They said sales person did not turn in all the measurements. I was there when the measurements were handed to him and they were all there but he just overlooked it. After a couple weeks of haggling they agreed to give me a $300 credit for a throw rug at their Belleview store. The error on their part cost me an additional $900! I would not recommend Carpet Mill to my worst enemy. read more

Do not use this company. General Manager, Jim Barker came out to measure carpet installation for our home. We indicated that we wanted to carpet the entire 2nd floor, including the stairs. He quoted us a price for carpet/installation for roughly 1000 sq. ft. But somehow, he missed measuring my son's bedroom. He never offered an invoice to approve before ordering. The installers came out & notified us that their instructions didn't include carpeting our son's room. And they didn't have the carpet ordered. We had such a hassle getting this room's carpet installed. We were scheduled to have the remaining bedroom carpet installed in the afternoon. We were then notified that it now needed to be installed 9am the same day. Needless to say we had to "jump through hoops" to accomodate this new window. We had to move all of the furniture for our son's room (the room missed) & the installer left quite a mess. The manager never accepted the fault for his mistake. We were charged for 1250 sq. ft. with actually use of 1000 sq. ft. The only plus side, is the manufacturer had just enough carpet to cover our son's room in the same dye lot. We will be installing carpet in our basement this spring. We will not be using Carpet Mill Outlet read more

Do not use this company! My first clue should have been after we signed a contract. We picked our carpet but was still determining the color. The salesman came out and took measurements and quoted us $14,000, which we signed a contract. When we returned to the store to finalize the colors the price went from $14,000 to $17,000. No explanation was given except I (salesman) made a mistake just sign this change order. We should have walked away then but didn't and paid our 50% down payment. We had our home done in 3 stages for the carpet part. When the first stage was done charged our credit card the remaining balance. But the job was not even 1/2 complete. Every consumer group will tell you not to pay till everything is done to your satisfaction. We called to complain about this no one would return our call until we had our credit card company call to dispute the charges. They then refunded 1/2 of our balance due. When we had the 2nd stage done they made sure we knew they would take all of our balance when done. So when we did our 3rd stage, after they had all our money, install time went from 2 week time to over 4 weeks. I thought hum wonder why? Could it be they have my money no incentive anymore? They came out to install the 3rd section showing up with only 33 Ft, even though the work order requested 56FT. Of course, this was not enough so they not only wasted my time, but knowingly sent the installers out short. The excuse was installers on 1st job cut was carpet wrong. Ok so they had to special order more carpet from manufacturer which took 4 weeks. Installer showed up this time with 55 ft., again not enough. The installer measured and said 56 ft. would not have been enough anyway that another 9 ft. was needed. They were suppose to bring out some of the original order but that was not conveyed to the installers. 2 weeks later they show up with the correct amount and finished the job. The job of installing the carpet did go well they did a good job and were very friendly and cooperative, took care when moving furniture. Any problems were handled pretty efficiently except a problem with our laminate floor it that took over 6 months to get corrected but was done to our satisfaction. Just be aware they will take your balance on the first stage if you do your project in steps. that took us by surprise. It maybe in the fine print but the salesman should have told us that up front and the price should not have gone up with no excuse. The products seem to be of good quality but do not expect much communication between you and the company because when they get all your money you are no longer a priority. read more