O'Briens Carpet One Floor & Home

I purchased laminate wood flooring from O'Brien's (Brenda Allen) in September 2023. I told Brenda at the initial visit that I wanted to remove the carpet in three areas (LR, hallway, and stairs) because my cats had damaged it. I said I wanted to replace it with wood laminate. I provided O'Briens with photographs and measurements. O'Briens then measured the relevant areas themselves, ordered the laminate we discussed, took my full payment, and scheduled an installer to come to my home in November. The job would take two days. The first thing the installer did was rip out all of the carpet. Then he installed the laminate in the living room. This took him 1.5 days (he showed up late both days without notice). When the installer turned to the stairs the afternoon of the second day, he told me he could not install laminate on them - it would not work. I immediately notified Brenda who responded that my only options were to 1) shorten the stairs and bring them out of Code, 2) rebuild the stairs, or 3) buy new carpet.Although O'Briens has been in business for nearly 40 years, and Brenda told me they had experienced a similar situation twice before, she refused to take responsibility for the error of ripping out my carpet prior to confirming laminate flooring would work.My view is that O'Briens should own their mistake instead of simply telling me they're sorry for the burden. If I had been told laminate wouldn't work, I would not have moved forward with the $7K project to begin with.I offered to pay for the labor required to re-install carpet on the stairs if O'Briens would pay for the new carpet. Brenda refused, offering instead to pay for the labor ($286) but not the carpet. I was to pay for the new carpet which would be more expensive than the product I had already paid for.The bottom line is that by hiring O'Brien's, I unwittingly assumed responsibility for their mistakes. I stupidly trusted their years in the business and did not press to see an itemized contract for the job. The installation contract I was given and signed did not include terms and conditions. It was a vague list of 3-5 items needed to tear out carpet and put down laminate wood. That's on me. I should have expected more.I agree with another reviewer who pointed out that Brenda becomes rude if things go wrong. I experienced that as well. I also concur regarding the installers. O'Brien's seems to have very little, if any, control over scheduling and the hours can, without notice, go into the nights and weekends. Ultimately I asked for a refund for the stairs laminate I purchased and O'Briens gave it to me. I've since noticed problems with some of the trim, but I don't feel comfortable returning to O'Briens to have it fixed. I also have to find someone to repair my LR walls - O'Briens will not fix wall damage caused when they pull out your carpet. The stairs are still bare. (January 20, 2024)

Katie (Designer/Floor & Home Consultant) at O'Briens Carpet was a pleasure to work with and Francisco, who installed the flooring with his brother, did outstanding work. She has an excellent eye coordinating the new flooring and blinds with our existing furnishings without overwhelming us with too many samples. She came to our house twice with flooring samples and provided excellent insight on the custom blinds. Katie made the entire purchase experience a delight and the final results were outstanding. Without Katie's design experience our project would have been difficult. In today's world with so many choices she did an excellent narrowing down the choices and understanding our desires.Francisco is an expert and very detailed oriented. We decided to install our engineered laminate vinyl flooring in the heavy traffic areas and stairs. Being detailed oriented myself, Francisco exceeded my expectations. He did a superior job and especially on the stairs, which was the most difficult part of the project in my view.This was the first time we dealt with O'Briens Carpet and we will look no further on future projects. They are absolutely the best.

We had a great experience dealing with O'Briens Carpet One, particularly dealing with Katie. She was very helpful, even when we had a glitch. Her customer service was much better than a competitor's. installation went well. Katie followed up afterwards, too. Would recommend this business.

Employees are polite and very courteous. The carpet is just so expensive. $$$$$$$$$$$$$$

Our second time using O'Briens and they did not disappoint! We walked in thinking we wanted hard wood, which we had priced out at Home Depot. Katie talked with us about how we use the space and then suggested we go with laminate instead, giving us all the reasons it would be better. We were shocked to discover that the laminate she suggested was priced lower than the hard wood from Home Depot! It is refreshing to not be sold something higher in price. That's pure and simple honesty and integrity at work! We had family coming to town and Katie worked very hard to get us an install date before they all arrived even though it was a pretty tight timeline which was above and beyond. Install was completed quickly. He (don't remember his name) was polite and respectful of my home. After installation I noticed a cracked piece and called Katie. She got the installer back early the next week and it was fixed, again, all before my family arrived. After initial install and again after repair Katie called to make sure everything was completed to my satisfaction and that there were no problems. She was wonderful to work with! O'Briens has a customer for life and I will recommend them to everyone I know!

Kaitlyn worked with us to replace carpet with wood flooring throughout our house. She was fantastic to work with and made the hassle of floor replacement as smooth as possible..

Our experience with O'Brien's was extraordinary! The level of customer service we received from Katie before, during and after installation of our floor was phenomenal. In an era where customer services typically amounts to talking to a robot after waiting on hold forever, it was refreshing to heartening to have real, personal interaction with such a professional. The installation was smooth and we love our new floor!

BUYER BEWARE: company employs separate teams for vinyl, carpet and tile. This would not be an issue but they charge more for each "team" and they do not communicate with each other. They did not do a good job and we never received proper customer service.

Trying to condense this entire debacle into a review that doesn't read like a small book is a difficult task. So, I will just keep it somewhat concise and list the issues. Obrien's was contracted thru State Farm to repair/refinish some water damaged hardwood in my home. The first "completed" job looked like I had hired a couple kids off Craigslist to come do the job. Nothing about it said this was completed by a professional company. The second attempt at addressing issues was better, but still on the amateur level and unacceptable work that would require a complete re-sand and refinish to mitigate. During a meeting with my insurance and Brenda (sales manager) and Jose (lead contractor) from Obrien's, I completely lost all respect for the company. Brenda was rude, dismissive, and eventually devolved into insulting me and our home. Jose had no solid answers at any point as to why he allowed such a horrendous initial job to get his approval as completed, even with his proclaimed 35 years of experience. Our State Farm rep was initially trying to convince us that maybe the job wasn't as bad as we thought and that this was a reputable company and they hadn't had issues like this before. By the end, State Farm completely agreed the job was unacceptable and a complete refinish was needed. I told the State Farm rep that there was no way I was going to allow this company a third attempt after the work I had seen to this point, and especially after the demeaning and unprofessional interactions with Brenda and Jose. Brenda kept bragging about how great their reviews were and subtly bashing the new company I intended to use with backhanded comments. Watching them walk out my front door like angry children that didn't get their way was the only satisfying part of this entire experience. I, obviously, do not recommend this company.

I had a TERRIBLE experience with this company. I'll give a brief overview. The sales person was courteous and helpful and after visiting other places, I decided to get carpet from here since they were the only company that would tear out the carpet as a separate job. During the tear out, my wood in my closet was damaged. Also, I had to be adamant with the tear out guys to clean up the debris left and they did it begrudgingly (they swept it with a broom). Disappointing but not a deal breaker. On the day of install, several week after ordering and paying my deposit (80% down, I think?), I get a call that morning and John was like "we'll be there in 30 minutes and oh yeah we don't the pad you ordered we're gonna put in this other pad instead, it has all the bells and whistles". And I was like "uh... no". I wanted to escalate the matter. I prayed and decided not to get any carpet installed that day without being given more time to think. Then Brenda called. They would have my padding but not until later and they would need to come now and then leave in the middle of the job to go get the padding and then come back again later in the day with the padding to install it and the carpet. I said "ok well then sure they can install today IF they have my actual padding and IF the installers can give me a call when they are coming back after they leave?". Seems a reasonable request, I think. She was outrageously rude to me and was even bullying me! I have NEVER BEEN TALKED TO SO POORLY by a "professional". She was even yelling at one point "yes or no, are you going to get your carpet installed today?!" and I was like "uh... yes or no, can they call me when they are on their way back?" WTF. I have kids and we didn't live at the house yet, we had just bought it and I needed to run my kid home when they left, and I wouldn't be coming back until they came back just to sit and wait for them. Geez. I tried to talked to the superiors about how I was treated by both John and Brenda and it turns out John is the owner and Brenda is his daughter and runs the business. Oh and then the installers were super rude. I was double checking their work and they acted annoyed with me. On the stairs, they were going to leave all of these extra staples all over the place and wouldn't clean them up despite my asking to pick them up before installing the carpet over them. So I got pregnant self down on my hands and knees and picked up myself on 2 sets of really long staircases. Ugh.