Castle Floors Carpet One

non existent customer support, workmanship the worst. when close enough is good enough, find another flooring company

TERRIBLE customer service! Would rate a zero if it was an option.

I ordered tile from Castle for a new bathroom and was told by my installer that I would likely be short 3 boxes. I called Castle to order 3 more boxes and was quoted a price which was almost double the $ per SF than what I had paid for the exact same tile originally (way above and beyond supply chain inflation). I was shocked at the price increase but that was the best they could do and they wouldnt move on price. I felt like I had no choice but to go ahead with it as I didnt want to run short on tile and lose my tiler do another job while waiting for the tile to arrive.

When I picked up the tile, there was one broken which I left at the store. I said I would see how much tile was left over and told Landon I was fine with squaring up for the broken tile at the same time.

As it turns out I had ordered enough tile originally and did not need the additional 3 boxes ordered. I returned the 3 boxes to the store in the middle of July. I was told by Landon that there would be a restocking fee and that the shipping charge would not be reimbursable. I was fine with that. He said he would call the tile company and get back to me with what the restocking fee was. He never followed through on his word and I have yet to see a refund of any sort which includes the broken tile (which equates to over 4% of the order).

Over the last 5 months I have been calling and/or emailing Landon for an update as to the status of the restocking fee and my refund. Excuse after excuse (including blaming his coworker Amy for not getting back to me) and I have STILL not received a refund to date.

Jesse was so helpful in explaining different types of flooring to us when we first went in to Castle Carpet One as well as helping us pick out a carpet. We were able to take the samples home to decide. The flooring was put in on time and every effort was made to make sure that we were happy with the result. We definitely would recommend this store for your flooring needs.

We needed all our carpeting replaced when we moved into our home in Qualicum Bay and Landon was exceptional with his service. We are very pleased with the finished product and feel that the company was fair with it's pricing. We had a small issue with the installers which was dealt with promptly and to our satisfaction. We would use Castle Floors again and recommend Landon whole heartedly!

We had a miserable experience with another firm. With Castle the experience was excellent...it involved moving a LOT of furniture, and a lot of trim work. Some of the trim work was redoing the poor work on our living room by another firm.

We had a hardwood floor replacement insurance claim resulting from a dishwasher leak. We had 2 local flooring companies provide consultations on the new engineered hardwood floor and we ended up selecting Castle Floors Carpet One based on the honest communication we received from their Sales Manager. Ryan gave us sound advice in selecting a more durable hardwood knowing we had a dog. Even though we selected a engineered hardwood he didn't carry, he went out and sourced it as he wanted to satisfy our colour preferences rather than just push his own product lines. He also assured us the transition between the kitchen and the Great Room wood be unnoticable and the same around the fireplace.
We were also extremely happy with Ryan's choice of installers for our project. The installer along with his partner listened to our preferences on selecting the best looking hardwood boards in the prime view areas. This installer was a fine craftsman and his work was really top end including how he picture framed our fireplace giving it that wow factor.
Then to top it off, Ryan came back to sign off on the job and got down on his hands and knees and touched up a few spots that had some minor paint residue in the hardwood pores. This man is a good businessman who started off as a hardwood floor installer. He truly knows this business and what customer service is all about. We were impressed with his sincerity and old school values!

Poor service, you not going to get the quality you want. Do not use the people. Do not know how to satisfy a customer over charged. These people should not be in business. R quit...

We have been a long time customer of Castle Carpet One, having purchased carpeting, tiles, window coverings etc. for our home. We always found the staff to be friendly and knowledgeable about the products. We recently installed hardwood flooring through out our house. Les Horne was of great assistance helping us to pick the flooring that was right for us. Unfortunately there was a manufacturing issue with the product which we discovered after it was installed. Les went through the manufacturer to make it right but they rejected our legitimate claim. This is where Castle Carpet One 's true customer satisfaction commitment was proven to us. Les stepped up and replaced the entire floor with a different product, all at Castle Carper One's expense. He never once gave us the run around or tried to avoid taking on this expensive financial company outlay.
We highly recommend Castle Carpet One and Les Horne.

Tom and Ann La Duron
Parksville, B.C.