Carpet Mill Outlet

We had a great experience. We showed up on Saturday and looked at carpets for our bedroom in our stairs. We met with Jim the owner and he was extremely helpful, and helped us get some very nice carpets at a very good price. He also worked out a plan for how to install the carpet not only in our bedroom but also on our stairs that have a couple of turns. The end result looks great, and was also at a very competitive price. Felipe showed up today and lead the installation process.
Also — we had to call a couple of times to set up the date — when we dealt with Joe — he was also very accommodating of our busy schedule.

The customer service at this place is terrible. Total waste of time. I scheduled a measurement over a month ago from one of their owners, Jim. He arrived over an hour late to the appointment, and said he got lost on the way. During the measurement he was courteous and professional, and said he would provide a quote within a few days. However, he never followed up. I tried calling three consecutive days and left messages for him to return my call regarding the quote, but he never returned my calls. If he doesn’t want the job, he could just tell me that. He wasted several hours of my time reserving the appointment for the measurement, being late, and never even quoting. I have used this store several times in the past for my rental properties with good results, but I guess they have gone downhill. I do not plan to go back. Ever. Life is too short to waste it with «service» companies that wont even call back. Good luck to anyone that tries to use them! I would give them zero stars if that was a possibility.

Customer service is nice. We still have some unresolved issues, calls, calls lots of calls and messages left nobody has returned my calls to finish the work

Oh Carpet Mill. We are eventually going to give you another chance because we do love our carpet/​rug and it was a good price and we will want two more in the future. So, in the future I will write another review for you and hopefully give you a better rating.
We ordered a piece of carpet the size of our living room to be bound around the edge and is basically a big, room sized rug. For a renter, this a nice option to get carpeting without the hassle of getting landlord approval/​installation/​cost.
So, why 3 stars?
The service. The salesman was very nice, but overall how they handed a set back in plans is what dropped the stars. First, their binder broke. Okay, we understand. Stuff happens and we can wait. Then he found that the carpet was damaged and offered to have an extra piece sewn on to make it the correct length; this would cause a seam to be visible. Now, we might have been okay with this if they had offered to reduce the price. Really, offering damaged carpet without a price discount? Nuh uh, if we’re going to pay full price we want it in full price condition. And… then they found that the manufacturer of our carpet was out of stock and was going to make a new batch, which after all this started we were behind a month in getting the living room done.
Now, I understand the broken binder/​manufacture stock issue was beyond the control of the store. They did apologize every time something went wrong and explained why it went wrong. The people who work there are nice folks. What irked me was offering damaged merchandise without a price cut as an offer. We did not bring this up because, in our opinion, any reputable company would make this offer without having to be asked or told. It should be automatic. They had multiple opportunities to do so and did not.
After all the trouble, we did search around a few other carpet stores but none compared to the price we were offered here. Some places did have vastly discounted pieces of carpeting that they could bind, but not in the color and/​or size we needed. Hence, we stuck it out with Carpet Mill.
The piece we bought is lovely and works so nicely in our home. When we order the other pieces we will need, I hope I can write a new review bumping them up a star or two.