Absolutely horrible customer service. Gave my flooring contractor the run around for a week saying the flooring would be in the next day then the next then oh it's just delayed it's being delivered tomorrow. Meanwhile they literally had no idea where the product was, zero communication except lying on delivery dates. Own called me and took zero responsibility and never offered an apology never tried to correct the situation or their actions. Tried to blame me for the situation when they literally made phone calls in front of me unable to find the flooring. My contractor couldn't believe what was going on. Cancelled my order and went to Home flooring. Home flooring was amazing. Great customer service. They ordered the exact same flooring and even $200 cheaper than Luke's. I strongly suggest taking your business elsewhere if your considering Luke's Carpet. Absolutely unprofessional, they take zero responsibility, the owner has no customer service skills or tact with talking to people. Go check out Home flooring. They will take care of you and for. Better price. read more

Ken is top notch. He helped us with carpet samples to take home. The one we selected goes beautifully in our living room. He suggested we round the corners to help the area carpet lay flat. So glad we did. He also located a business friend who was coming our way and helped with the delivery. Definitely recommend Luke's for the vast selection, quality and customer service. read more

Ken was very helpful with a project I have.I asked him about a formica remnant.He found me a beautiful large piece that worked great on a table that was let's say damaged.He gave me a great deal!! I will always go to Ken for my renovating needs. Thomas Ravella read more

Mason was very helpful and knowledgeable! Luke's Carpet had exactly what we were looking for and needing to finish our floors and staircase. Thank you, we are happy and relieved to complete out project and it look beautiful! read more

Started off great, ended in disappointment. I came to Luke's after a terrible customer service experience at Cost Less. I called and spoke with Royal, he was quick to give me a quote that was much lower than Cost Less (even with Cost Less quoting me remnants) for the same carpet and a better pad. They did not have the carpet in stock and needed to order it and this was communicated to my installer and me. I paid for everything in full, carpet and pad were ordered and would arrive in ~2 weeks, perfect timing for us. Install day arrives and this is were the disappointment begins. I get a call from Royal, with the installer there to pick up the materials, that the pad that I ordered/paid for was not in stock - "pad truck delayed". Royal then turns on the sales pitch that the pad I paid for is not there, but they have "a higher quality pad" in stock that they can send with my installer. I inquire about the pad, "what is the pound rating of this pad versus the pad I purchased?" Royal states "it's more dense, doesn't slide around as much, it's what I put in my house" (this should have been a red flag, the ol' "I installed this in my house" pitch). I ask, "what is the price difference between this pad and the pad I purchased?" Royal: "this pad is $1 more, but I'll give it to you for the same price." Sweet, let's do it. Furniture is moved, installer is there, I agree. I'm working from home, I let the installer in and he gets to work as I go back to my meeting. About 40 mins later, I get out of my meeting and walk over to see how things are going and step on the pad - it's cheaper than the old pad they are removing. I ask the installer and his assistant about the quality versus the pad I purchased and they gave each other an awkward look. Royal told them after he called me that I agreed to this pad and that I "never saw the pad he purchased, so he won't know the difference." I walked back to my office, and called from my office phone to get a quote on pad from Luke's. I spoke with Javonne who provided me specs and pricing and guess what, the pad Royal sent the installer with was cheaper and a lesser pound rating. I called Royal and stated this pad was not going to work, when will the pad I purchased be in stock. Never heard from him again, although he did text my installer the info. I called and left a voicemail for Julie Luke the owner about this incident - no response. So now I have one bedroom with a different/cheaper pad that I either have to live with - or pay the installer more money to remove the carpet/pad he installed and change the pad. It's frustrating that they chose to lie to me, steal my money by misrepresenting a lower quality/lower cost product than the one I purchased, and ignore me. Their prices are great, and they have a nice facility/showroom. But apparently since I already paid in full, they don't care. If you do choose to work with them, don't allow them to "sell" you a different product than the one you paid for due to stock issues. Because they will lie to you, and not even have the character to call and own up to it and make it right. read more

Let me tell you what.. Ken and Shawn really treated us well. They took the time to absolutely dial me in with a color match and pricing that plain and simply could not be beat anywhere. Including Costco.. they now have my business the remainder of my projects! read more

After we had all our furniture moved out we were told the carpet was late by another month. All they had to do was make one phone call and I wouldn't of had to sleep on my floor on a mattress for a month. No customer service at all after I gave them a large amount of money. So disappointed. This was supposed to be a happy experience and it turned into a nightmare. read more

The staff at Luke's is stellar! From Ken to Paul to the entire team! We had an amazing experience with the whole team. There were times when one of them was not available and another team member was kind enough to answer and help without making us feel like we were just a commission walking in the door. We made several trips (more than I would like to admit) trying to find the right flooring, trying to find the right backsplash. Some places would be frustrated with customers who just don't know what they're looking for, I am sure this can be frustratin. The team at Luke's were understanding and offered suggestions, allowed us to take items home to make sure they would work. (we did this many times) Never did they make me feel like I was wasting their time, they understood that when somebody's making a purchase for flooring or backsplash or anything for your home, It has to be right. This may take more trips than we want to make. I appreciate all of them because they worked as a team to help us. I will tell everyone what exceptional service I received from this local team and business!! Way to go Luke's!! Thank you! read more

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Needed a custom-sized bound area rug for a hardwood living space in a new-to-us home. Ken Striegel was great at making sure I saw all the options, while also being transparent about which carpets were on sale. He was thorough about discussing binding options (rounded or square corners), pad options, and making sure we had a size that not only worked for our room but was an efficient use of materials. Super happy with the final product. Their showroom is amazing to browse/dream while Ken did the paperwork; we will be back for other flooring and countertop needs. read more

Very impressed from the first time I walked into this business. Loads of variety. On arrival, I looked around for the service desk. It is located in the far end of the store. As soon as I got to the service desk, I was greeted and immediately helped with my selection. I actually came up with four or five options- like I mentioned, loads of choices! Very pleased with the assistance, too. The design consultant knew her business. Would go back any time. read more

We had a fantastic experience with Luke's due to the excellent customer service and attention we received from Kira Woods! We purchased a house in Kennewick while residing in NJ. We made settlement in Kennewick and then returned to NJ to sell our home there. Kira took extra care in assisting us with the carpet, flooring and now the counter tops for our new home. She had multiple samples sent to me for selection, was always expedient and thorough with her responses, arranged for a rebate for us with the carpet folks and also selected our grout color interpreting what I told her my vision was. She was right on point. We love everything! Kira exceeded our expectations with every aspect of our multi faceted flooring jobs and continues to do so as we are now working on the counters, backsplash and island. We are now finally in our new home after 5 months of getting the remodel done from 3,000 miles away....and we owe the smooth and beautiful outcome to Kira Woods! BIG THANKS from Shirley and Paul Martin! read more

Got 2000$ worth of luxuary laminate flooring from them, ordered some transitions for the same which was out of stock. Later they called and said it's back ordered for three weeks. Then I went and bought some comparable transitions stuff from lowes and got my work completed in that week itself so that I don't have an opening in my floor for three weeks. Now after three weeks they call me back saying transitions are delivered in their warehouse and then I said I already finished my work and I don't need it and they are charging me 25% restocking fee for the transitions which come out to 50+ $ because I hadn't called early and told them I don't need it. Weird thing is they are still selling the same stuff and they could easily keep it stock for new customers. I am not happy with this issue this time and won't be going back again for any of my future requirements to them. read more

Extremely disappointed in their product and not standing behind their work. New home in 2016 started noticing laminate lifting. Contacted the builder within the first year who put us in touch with Luke's who installed. They came out and told us that we would need to file for a warranty from the manufacturer and that they would get the process started... fast forward to August 2019, after multiple phone calls, the owner finally came out to the house and said that unfortunately there is nothing he can or will do. I would expect a company to do better. Laminate with a "20 year warranty" should hold up longer than 6 months. Now I will be replacing my flooring and will not be using their services and do not recommend others use them as well. read more

Be wary of the contractors they send out to do install jobs. Luke's promises to back up their work 100%, yet seem to balk at actually doing so. read more

Luke's Carpet offers a huge variety of products, very good service, and great prices. We have used them twice for interior projects and have been extremely satisfied. Luke's recommended installers have both been exceptional to work with. We like the wide range of products and huge library of samples to work with. Hours aren't the same as the big-box stores (9-6 weekdays, 9-4 Saturday), but it's worth it. We were able to get nearly identical carpet and padding for about 40% less than Costco quoted us. read more

As a builder and customer, customer service is very important to me. I have been doing business with both Luke's Carpet and Costless Carpet and have received good customer service from both, but Luke's has ALWAYS shined through on all levels. Recently I've been working with Matt Rupp from Luke's and this guys is so good that if the numbers were even close from a competitor that I would go with Lukes hands down. The person who hired Matt sure knows how to recognize talent because Matt is the bomb! Thanks Luke's Carpet! read more

I really enjoy my experiences at Luke's Carpet. Dave really helps tie up all the loose ends that arise in construction projects. I have worked with other flooring retailers with less than professional experiences. My main problem has always been having people meet deadlines. Luke's has not missed a delivery deadline yet. I had a preferred installer that did not work out and they helped work out finishing the job with another contractor. I would recommend them hands down and have always been pleased with the products I have purchased. read more

I needed some work done on my carpet. The guy was so helpful he agreed to email me references for the type of work he does not do. This type of high-level customer service is awesome considering he is not making any money. But later, when I look to get new carpet, he will have my business. Thanks Marty from Luke's Carpet. read more

Good service and supplies, in most cases Lukes will have better/larger selection then most in one of the truely classic warehouse (a basketball type wood floor thruout which was a skating rink years ago). Big Selection Enjoy! read more

They have a good variety but we were the only ones in there and not one person came to help us. After 15 minutes we left.

Good service. I think I'm noticing a theme: Carpet / flooring stores are not customer service centers. I suppose its like buying things whole sale. With that in mind, these people are the best I've found in Tri-cities, and I shopped around a lot. If you want a good deal and quality service Luke's is the place to go. Be patient and ask a lot of questions, they'll help you out. Ask for Shawn. read more

Luke's sold us carpet out of different dye lots. When they didn't match we had to purchase another piece of carpet. They lost a customer over $300. Manager seemed to dig in, saying it wasn't their fault, while admitting their new floor person didn't know about dye lots. read more

If you are looking for business that is going to help your remodel/new build then Luke's is a one stop shop. The sales reps eagerly took the time to talk about design and what I wanted. They didn't try to up sell me or get a product out the door that they were trying to get rid of. I talked with multiple sales people during my visits to Luke's and they all seemed to truly be interested in what I wanted for a design. They listened and ultimately delivered making my remodel a breeze. The Installer they sent was very professional and friendly. I would highly recommend Luke's to anyone looking for excellent quality product at a truly competitive price. read more

Very helpful picking out the tiles we wanted for our bathroom remodel. After the installation process, the small tiles did not meet up the same height with the larger ones. Distributor was called and said that we should have used an additional backing piece....now how would we know??? Lukes representative stated they did not know about the requirement when we purchased the decorative accent tiles. We moved on to another company over the loss of $150. Manager seemed to not want to make it right. read more