Chelsea S.
The in-office experience was wonderful …
The in-office experience was wonderful - everyone was so helpful and timely calling me back, even though my busy schedule didn't always allow for me to answer. The carpet I chose was perfect for my room and I had a lot of help with choosing what was right for me. The reason I did not give 5 stars is that I am fairly certain I received the wrong padding installed. I was sure to order the thickest padding for the stairs and whole upstairs room; however, even after installed, you can still see small gaps between the wall and stairs, gap spaces where we painted down to the old carpet (which had a really thin pad) that are still visible even with the new carpet. I was not on-site during installation so I wasn't there to evaluate the padding, but it's hard for me to believe it's the right thickness.
Response from Independent Carpet One WestlandMay 2, 2017
Chelsea, Thank you for taking the time to reach out through our TrustPilot platform. I am happy to hear that my staff treated you wonderfully and that your selection of carpet is perfect for your room. I reviewed your purchase and the Healthy Living Cushion is our thickest pad allowed by the Carpet & Rug Institute and is our best padding that we carry. 7/16" is maximum required for carpet installation and I am confident that this is what was sent out to your home. Keep in mind the padding doesn't go all the way to the wall, only up to the tack strip so that the carpet can be stretched and attached for it to stay in tact. When the carpet gets tucked around the perimeter of the room is possibly why you are seeing a gap of existing wall and newly painted areas. it is always best to paint all the way beyond the existing carpet down to the floor if possible. if you'd like us to send my installation manager out to your home please don't hesitate to ask. We'd be happy to verify all your questions. Please don't hesitate to reach out. Catherine Buchanan-Owner