Sarah S.
Sales and service was excellent but floor installer was somewhat difficult to work with.
Floor installer was somewhat difficult to work with. Always seemed in a rush and spent a lot of time running in and out of the house on the phone. He used the wrong color grout after being question about it and showing the order. Mercer was great about scheduling re-grout with correct color. I'm not thrilled with the floor tile. It looks wonderful, but seems delicate. Pattern is on surface (doesn't go all the way through tile). Sliding chairs around kitchen table has scraped surface of tile and white under-layer showed through. Mercer was very good about replacing tiles and supplying chair slides. Problem was the chair slides provided were just like the ones I already had on the chair legs. The vinyl/plastic slides seem to get rough/scared by grit/dirt that accumulates on floor and then scratch the tile when chairs are pulled out or pushed under the table. Floor is frequently vacuumed and damp-mopped making it not very easy to maintain. I have since gone to felt pads on chair legs but have to keep replacing them since they don't stay attached very long. I am completely satisfied with the ceramic tile that was installed on wall above counter top.
Response from Mercer Carpet One Floor & HomeJul 14, 2016
Thank you Sarah for taking the time to provide feedback on your experience with Mercers, your sales representative, the installation, the Alterna Luxury Vinyl Tile floor, the ceramic backsplash, and the repair work we provided for you in 2013/2014. We're thrilled that you are enjoying your backsplash and are happy with the service provided by Mercer Floors. When selecting our installers we focus on only working with the most skilled crews including the one who installed your kitchen floor. We are disappointed that you found him difficult to work with but typically receive glowing feedback in regards to his work and professionalism. Your feedback on the floor also has us disappointed as the Alterna product is a commercial grade floor with a Lifetime Wear Warranty and is typically extremely scratch resistant; sadly, nothing is scratch proof. It also is considered a light maintenance floor depending on the traffic level; typically all that is required is either a dry mop or a vacuum and occasional damp moping or damp rag for deeper cleans and the cleaning of spills. Armstrong's care recommendations can be found here: http://www.armstrong.com/flooring/floor-care.html?intcid=link_TopNav_Learn_FloorCare Thank you for providing the feedback on the floor protectors; we will use that and other feedback to tweak our offerings to only provide the best options. And you are absolutely correct, while felt pads are excellent options they typically need to be replaced about once a year due to the collection of dust particles and the reduction in adhesive efficiency over time. Thank you again for taking the time to share your experience. Please don't hesitate to contact us at any time if there are any questions that arise.