Not good service. Fact: No followup call to tell us the carpet had arrived and was ready to be picked up. Fact: No returned emails or calls to the person who sold us the carpet. Fact: Not told that the carpet would be delivered - not to the store, but to their other location 15 miles away. Fact: When the carpet came in, the seller said she would contact the upholsterer who was going to pick up the carpet. Never happened. It seems to us there is only one person authorized to handle the sales/service in the store. If she's not there, it doesn't happen. The woman had personal issues and wasn't there half the time we called - and didn't follow through on what she said she'd do. Fact: We won't be back. read more

Really enjoyed looking around the store. I had no idea they were there until their special for teachers. I was able to get a wonderful rug for our new life skills room. Planning to go back when we get new floors for our house in the next few months. read more

Roberts Carpet is good for the sell - but after the sale, they fail miserably. Their carpet installers do not know how to treat your belongings and have no clue when they are dealing with good furniture. They damaged a pale console by stacking cardboard boxes on it and have left the top of it blemished in two areas. Robert's Carpet does not want to deal with it so they are calling it incidental damage for which they claim no responsibility. And, Melissa, great for the sell, failed miserably after the sale as well. Sorry customer service. Would never deal with them again. Update: they told me I was getting an ace installer and the seams are already showing two months later. Crappy installation. Crappy customer service! They need a half star! read more

After several months of hunting for best prices on LVP and seeking out dealers, we came across Robert's Flooring in Webster. We spoke with Melissa who we highly recommend. She is very knowledgeable about the products they carry and was very straight forward with us. She was able to get us a great price and fast updates on our order. We remodeled our downstairs with the CoreTech Grande line and are very happy with the product. Delivery and service from Robert's was top notch. Dealing with Melissa was more than easy and she was always in contact every step of the way. We've been to so many flooring places so if you want top brands with good service we recommend stopping by. They also have a huge selection of rugs which will be our next step. Note we did our own install so we do not have any info on that but we were extremely pleased with the service received from Melissa. read more

I was looking to replace 3 bedrooms and closets with carpet and then do luxury vinyl planks through out the rest of the house. There were several places I won't mention that I did not want to go to and a friend had used Roberts Carpets 30 something years ago and were pleased with them at the time so since there was one near me and they have been around for a long time, I thought I would try them. I purchased Stainmaster Pet Protect Carpet and was told they would replace the carpet for up to 25yrs if it got a stain on it that wouldn't come out. Well about 8months after it was installed we had that Feb freeze that busted 3 pipes in my house and flooded the master bedroom carpet. I had a few well meaning family members come and help me remove the furniture so we could soak up the water. The problem was someone put my metal bed frame that was standing in water in another bedroom that also had new carpet and it rusted on that carpet. I had it professionally clean which Melissa Lawrence told me I needed to do before they turned in a report and I did and they still could not get the rust stain out. The report was turned in and when I was contacted by Stainmaster they said the would cover the carpet but not the installation. I was under the impression the installation was covered as I was never told it was not. Plue the word replace would mean they would have to take the stained carpet up so that they could replace it. Otherwise the terminology would have to say something like they will give you new carpet but you will have to have it installed. I contacted Melissa Lawrence and told her they said they didn't cover the installation and she sent me a text which said "it is included" so let me check and see what is going on. Then she came back to me and said Stainmaster was going through a transition to only sell exclusively through Lowes and so they weren't covering it. I said that doesn't make sense if it is their warranty they have to cover it. I then talked to the Stainmaster rep again and he said that had nothing to do with it, that they only replaced if it was a pet or food stain and that the rust stain fell under a different warranty wear they would give me new carpet but did not provide the installation. So I went back to Melissa and told her that and she tried to tell me she didn't know it was a rust stain which she did because I told her what it was and that I wasn't able to get it out and then she told me I needed to have it professionally cleaned. I told her as I also told Bria in customer service that since I was told the installation was covered by Roberts Carpets' sales person that Roberts Carpets should in good faith cover the installation themselves. I heard all kinds of excuses that it wasn't their fault and Melissa just didn't know. How do you do business like that. Your word obviously means nothing. Just tell the customer whatever it takes to sell them and then play ignorant and they somehow think that makes it alright. Melissa was great until this.....and then she started back peddling on everything she said. I sell window coverings for one of the largest companies in the US and we have a customer care team that bends over backwards to make sure our customers are delighted. I had a customer that didn't like the color her custom drapery was after it was installed and she chose the color and our customer care team allowed her to reselect a fabric and made new drapery for her. This was a $5000 job and their was nothing wrong with the drapery except the customer didn't like the color she chose. My bedroom was a very small room and probably wouldn't cost but a few hundred dollars for the installation but they chose not to make a customer happy. read more

We worked with Melissa to buy new carpet for all of our home. She was great with selling us the carpet but even better with her customer service after the sale. I would recommend working Roberts Carpet when working with Melissa. She is honest, expierenced and great at follow thru. She's GREAT! read more

Just had some rooms recarpeted and working with Melissa was a pleasure. She noticed that my contractor's measurements didn't make sense so she came out to the house with me on her day off to redo the measurements and as a result, got the correct measurements and saved us several hundred dollars. I would not hesitate to work with Robert's Carpets. read more

I have been shopping for rugs at Roberts for years. They have a fantastic variety of one of a kind pieces in wide price ranges. If you are tired of gray or faded rugs, this place is for you. I have always enjoyed Melissa, her energy and candor. However, I have recently had quite a bad experience with this store. Melissa has always said if you buy a rug and don't like it, just bring it back and we will exchange it. She has always said, yes, you cannot tell color until it is in your room. I have purchased four rugs from them in the past. I recently bought one rug, $300, on clearance. It looked yellow, not tan/golden, when down on the floor. I brought it back and paid $900 for a rug (I would not have paid that much but my husband was with me, I took a phone call, and he did the deal) which he liked and I thought would work, but in the light the gold/tan in it turned yellow. I thought a better approach would be a darker color. I did not worry too much as I knew I could bring it back if it didn't work. They have always allowed a 24-48 hour return and then all sales final. So I called and said I wanted to exchange the rug. Hunter, the sales person, said, "Only Melissa can make such exceptions at the time you buy the rug. Because this was an exchange, you are not allowed to exchange this one." He kept saying, "We were nice in letting you bring the first rug back," etc. As far as I am concerned, this $900 purchase is its own transaction and we should be entitled to the 24 hour return policy as with any other brand new rug purchase. Only apparently this is something Melissa, not Hunter, can allow. Anyway, I am NOT a happy customer. If I am going to spend that kind of money for anything, I should LOVE it, not be stuck with it. No one, not even the most experienced decorator, can tell you what the rug is going to do for the room. It isn't a matter of liking the "rug" but how it works with all the other elements in the room. I will forever hate that store and take my business elsewhere. If you are purchasing a rug, make sure you buy from a store that will take it back if you do not like it in the room. read more

Today I stopped in looking for an accent rug, 4x6, for my bedroom. When I walked in no one acknowledged me but I had purchased a rug from Roberts so I knew where to look. There was one, on clearance, that I thought might work, I asked if I bought it and it didn't work, color wise, could it be returned and that I was willing to return by closing at 6 today. This was around 1:30 pm. I was told I had to speak to 'Jim' and he was at the desk all the way in the back, another sales person went back with me. Sure enough, there was Jim, sitting behind the counter, I asked the same thing about the rug, he hesitated and barked back 'it has to be back by 5 pm', I mentioned I was told they closed at 6 and he rudely repeated 'it has to be back by 5:00 pm'. As far as I'm concerned, you can keep your area rug, I will not be talked down to when asking a simple question. Not sure what his issue was, but nope, don't need YOU or your product. Not that it matters but you've definitely lost a prospective customer and I would not refer anyone to them. When I walked to my car, one if the other salesmen was outside having a cigarette, he said he was sorry it didn't work - my reply.....don't worry about it, someone else will be glad to take my money. read more

I just had the carpeted areas of my house redone by Robert's, and I couldn't have asked for better service all the way around. Melissa had infinite patience with us (although we tested her limits I'm sure), and she was relentless in trying to be helpful. She promised a great installation and Ab. and Fr. really came through in that department. In addition to a first class installation, they worked like crazy moving furniture out and later back in place. It was a fairly sizable job, but they were finished in a day as expected. It all looks great. I'm very pleased with everything and wouldn't hesitate to go back there for any other flooring needs. read more

We had a wonderful experience with Roberts carpet from beginning to end. Our sales person Melissa, was not only enthusiastic and very very knowledgeable, she also worked with us on price to get us the best deal she could for us. The whole process was wonderful . She gave us samples to take home and keep until the job was done. The installers were on time, very friendly, and started and ended exactly when Melissa said they would. Our carpet looks amazing and our house smelled wonderful afterwards. My husband is having much less problems with his asthma and allergies as I am with my sinuses. I would highly recommend them. We got the upgraded pet protect carpet with stain master pad and lifetime warranty. read more

I had a very positive carpet experience with Roberts Carpet! From the time I went to their Webster location to look at types and colors for carpet for my entire house, to the installation on May 24, it could not have gone better. Melissa and Tyler in the office were so helpful and kept me advised of when the carpet would be delivered to their warehouse, and were very flexible regarding the installation schedule. The installers, Eduardo and Fernando, arrived promptly at 9 and were so organized and efficient! They completed everything by 6, including total cleanup and vacuuming. I would absolutely recommend Roberts and its staff to anyone who is ready for new carpet! read more