Very horrible experience. Alex ordered the wrong carpet, then sent an installer to my home who showed up and said they couldn't do the project and left. When the project was rescheduled, the new installers unrolled the carpet and showed me it was the wrong brand, material, and color. This was after they pulled the carpet, leaving tacks exposed. I have three kids. I spoke to the customer service manager, who said there was nothing they could do to offer a refund, partial refund, or make it up to me in any way, other than I needed to wait. I lost two whole days of work because of this. Marty was the only person who was understanding and accommodating. But I was left handcuffed to wait 10+ days for my installation--leaving my basement in a total mess--because the customer service manager (not Marty) told me they do not offer refunds, then told me I needed to talk to him in a different way.