Dolphin Carpet & Tile

We found a great tile at a great price (big Sale sign on it in the store). It was not in stock. The floor sample also was a better quality than what they were actually selling — which we only found out by asking for a sample to take with us. Still liked it enough to order it and wait. Found transition tile at another store (limited selection at Dolphin) which we purchased on our own and showed to the dolphin sales guy — twice (in the store at the time of the order and in the home at the time of the estimate). Communication with the sales guy was hard because he has varying hours and no one else in the store seems to be able to willing to help when the specific salesman is not there. The tile came in as promised. Scheduled the installation. It all went down hill from there. The installation was confirmed the evening before for around 8:30 am. They didn’t show the next day. When calling the store, the manager (Dan) was short and uncooperative — said they don’t give timeframes — which we had been given. Later got a call from the installers who said they forgot our appointment. They showed up late the second day (actual installation day). Ran out of grout so had to return a 3^rd day to finish. AFTER they left, received a call from installers asking for more money to install the transition tile which was not part of their job /​quote /​order. Called the Dolphin manager Dan — (again he had an attitude) because the salesman was not in yet. Sales guy called back and claimed to have told us that the price didn’t include the transition tile. News to us. So we had to pay the installer more for work already done and not negotiated in advance.
Bottom line, and consistent with what I’ve seen out there today researching this… Dolphin Carpet and Tile installation needs some major improvement regardless of which store is used as well as this locations Management and Sales team needs customer service skill training.

I’m updating my review after several months of back and forth with the company. I’m happy to say that management finally came through with efforts to make our bad experience a better one. We had to go through the chain of command and waited about 5 months but we now feel better about our experience. We had several problems with our floor installation and lots of miscommunication and lack of communication. I’ll leave some of the details up from my original review so people can make a decision for themselves about if Dolphin is the right flooring company for them.
Demo and installation was a mess. The walls were peppered with black flecks (grease from the demo tools), tiles were covered with a grout haze, our range was in the living room, the fridge was in the doorway to the kitchen, and the doors were off the hinges. The grout was different colors (some areas light, other areas dark), some areas were missing grout altogether, tiles were uneven, and there were white stains on tile (which we later were informed was dried cement). After installation, the workers didn’t give us any direction on how to remedy the grout haze except to not mop for 24 hours.
This is our first home purchase and first flooring project so we had no idea what to expect or what was normal behavior for contractors. We were flabbergasted at what were left with and notified our salesperson. The next day, we began to mop up the grout haze, hoping it would be simple. To our horror, the haze didn’t budge, no matter how hard we scrubbed.
After a few days of no action from DC&T, the husband and I moved the appliances back ourselves, removed the grout haze (you need a special haze remover available at a department store), rehung the doors… but the discolored grout, uneven tiles, stained walls, and cement blotches remained. Meanwhile, numerous pleas were made back to the company who sometimes responded to us and sometimes ignored us. The responses were usually empty promises of getting the problems resolved. Not what we expected from an $ 8k flooring project.
All in all, my husband and I performed hours of work and remedied many of the installation errors. In DC&T’s defense, the installation team was willing to come out to try and remove the cement stains, or retile the uneven tiles. And they did in fact come twice to attempt to remove the cement stains to no avail. We were told that the it’s too soon for the grout to even out or for the white stains to go away… that will come with time they said. The good news is they are willing to keep coming out to attempt to repair the damage, the bad news is that I have to allow workers into my home numerous times to correct a problem that shouldn’t have been there to begin with.
After going up the chain of command we finally got a manager who was sympathetic to our troubles and who tried hard to make it right. In the end, we are satisfied with the action taken.

Caught them trying to over measure. They did not stick to the price quoted due to «unforeseen difficulties» Missed appointments with poor excuses. The installation was done in a hurry and not stretched enough. There are gaps underneath carpet where the padding did not match up. Overall very poorly done with the carpet. The one room with Wood floors was done by professionals and looks great. Of course this cost extra and two weeks longer and $ 500 more. They seem to ask you questions like you are the professional not them. They gave me lots of problems with very little solutions other than spend more money.

PLEASE stay away from this company. I can’t express enough how miserable of an experience this was. I purchased the carpet on the promise of getting it installed quickly. We finally agreed on a date to install and without confirmation, they sent their installers over to the house. After the miscommunication, I was urged to «take care of the installers». First off, they choose to come over without confirming with me first, second I paid $ 1100 for carpet from a shop that is 2 miles from my home. Then, I was promised the carpet would be installed on Wednesday and that they would push to see about getting here on Tuesday as a possibility. On Wednesday, after I cleared the room of furniture for the second time, I was told I didn’t have an appointment. Now, it’s Thursday and the carpet is finally here to be installed. Like with most services, you pay a portion up front and the balance once the job is done to your satisfaction. Not at Dolphin. They require payment of the balance prior to starting the job.
When you have an issue, its pulling teeth to get a call back. Nobody here seems to care at all once they have your initial 50% deposit. NEVER AGAIN DOLPHIN CARPET! You guys suck!

Couldn’t have asked for a better experience. Found the exact style flooring I was looking for at a fraction of the price. I was helped by Dan Lowe who was upfront and honest which we should all appreciate with home projects that are to last for years. I will be coming back to Dolphin for any future flooring or tiles projects.

I can’t say enough bad about my experience here. While they seemed nice in the showroom, my experience afterwards was awful. I made an appointment to have them come measure. I never heard from them. When I finally called the day they were supposed to come, I was told the district manager had come to the store and they would have to come tomorrow. Once they finally measured, I was told they’d call me on Saturday to schedule installation. Again no call. I called Monday and was told it would be installed the next day, but they couldn’t give me a time. I called at 10am the next day after hearing nothing again only to be told that somehow I was now scheduled for Wednesday. The story gets worse, but you get the idea. They are poorly managed and have no consideration cot their customers time. I requested to talk to a manager and was told they’d call — never did. When I finally spoke to a manager and he told me he’d get back to me — never did. TAKE YOUR BUSINESS ELSEWHERE