BIXBY KNOLLS CARPET
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WARNING - The reasonable carpet prices will fool you into purchasing from Bixby Knolls in Orange, but be prepared for the WORST possible installation experience. The installers were incredibly inconsiderate of our home and our new carpet. When they refused to put on "booties" over their shoes and then proceeded to walk on our new carpet with their dirty shoes, "Jim" and Vicky came out to our home and threatened to take away the carpet [after they already had pulled out our old carpet] and not finish the job. This all was because we wanted the workers to put booties over their dirty shoes. When we finally relented, the installers did the job, but didn't finish until around 9 pm. The topper was that they left trash in our home -- soda bottles, candy wrappers. I would never again do business with these folks.
Hi Cynthia, Even though this job was done well over two years prior to your recent review, we do remember this situation well. Given the time it's been since we did the job for you, it's unfortunate that there isn't much more we can do to rectify this now. We feel we did what we could at the time after you had us complete the work for you. Upon Jim's quick arrival after the installer called us on the morning of installation, it was clear you were very upset. You requested that the installers wear booties, and of course we complied as that is a simple request. But, you continued to make it clear to Jim how upset you were and didn't want them walking on your stairs or stepping on the new carpet (both requests make it impossible to complete the job). Upon realizing that nothing would rectify the situation, we offered to leave and refund your money. Thankfully, all parties involved were able to come to an agreement and the installers were able to complete the job (we are sorry the installation took so long). We value our installers and have respect for them as installing carpet is a very physically demanding job. We would never ask that they stay and work where they are not welcome, so we are glad it all worked out in the end. We hope you have been enjoying your beautiful carpet. We also installed carpet for you back in 2009 and since you returned in 2017, it's safe to say it was a better experience for you the first time. Amy Fipps
3 months ago
We used Bixby Knolls to redo the flooring in pretty much the entire house. Jim and staff were friendly and very helpful in the showroom. Pricing was good and we were able to get an installation date that fit our schedule. We had both carpet and luxury vinyl flooring installed. Installers worked fast and installation was completed ahead of schedule. Jim was very flexible with any requests we had during the installation process. They have excellent customer service. We would definitely use Bixby Knolls again and would not hesitate in recommending them to others.
3 months ago
We recently used Bixby Knolls Carpet to install vinyl plank flooring in a rental house. We were very pleased with the whole process. We especially appreciated their guidance with choosing the perfect flooring (and also more suggestions regarding the house). They took no shortcuts, removed and disposed of all previous flooring (including an unexpected BONUS layer of flooring under our carpet and padding) to thoroughly prep for the new floor. The finished product is gorgeous. All was left very clean and ready to show to prospective tenants. We will use them again.
7 months ago
I've had carpet installed in multiple homes and this is The WORST customer experience I have ever received. I went in for a carpet sample after they were recommended by my realtor. I took a carpet sample and left my name and number since salesperson was on vacation. No one called me back. I reached back out and was able to get a quote over the phone from VICKY since they have installed in my unit previously and ordered the installation for the following Friday. I told her I had movers coming in Saturday and VICKY assured me that they would be able to get the carpet shipped in time and asked me to call back the following Tuesday to "remind" her to follow up as according to her " it would be on my mind more than on hers". RED FLAG! I called back on Tuesday and she said she will follow up. What followed became an Huge ordeal as she called me and advised my carpet will not be here for another week and to push the install back. She acted like it was no big deal and when I got irritated she proceed to tell me " You are the one that picked out the carpet not me, and You really should have had a back up since your carpet was being shipped from Georgia. I have no control on what gets loaded to the trucks!" Completely enraged with her response I told her to look for options that would give me a Friday install time. She gave me 2 options and told me they were all in the same price range, however I never got another statement therefore was just charged for the original carpet she quoted. Come install day, I texted VICKY to see if installer was confirmed for 9am arrival and her response was " Sure, don't know I'm not in the office" FINAL Straw was the installers damaged my railing in which I texted VICKY and NO RESPONSE. Completely ignored my report of damage with no accountability. WORST CUSTOMER SERVICE EVER! DO NOT WORK WITH VICKY. Take your business else where where someone will actually care of your business. UPDATE: post review, I received a call and text from Amy as follow up for on feedback and apologized for the poor customer service I received. She offered to credit me for the repair fee and was diligent in following up to ensure all was taken care of. Appreciate a business that takes ownership of this actions and reiterates the importance of customer service.
8 months ago
These guys saved my life! On a Saturday morning, I needed 2 pcs of stair molding so my installer could finish the job. The place I originally purchased the flooring no longer carried what I needed (and didn't bother to tell me I could pick these up at Shaw's warehouse in Cypress if they called it in). While 2 other local stores tried to take advantage of my desperation, Bixby Knolls came through with an honest, reasonable quote, $60-$150 less than the others. Even though it was a minor sale for a flooring business, the owner also took the time and trouble to contact Shaw's headquarters to make sure my order got released to me that morning without a hitch. That's great customer service!!! They renewed my faith in mankind.
They are super helpful and are easy to work with. Their installation people are first rate. We have used them several times in the past including last week and will always use them in the future.
We had some carpet installed just before Christmas and could not be more happy. Vicky was our sales person. She was helpful and very friendly. She allowed us to take home large samples and never pressured us. We ordered our carpet which was in stock so we were able to get it right away. The cherry on top of the whole experience was the wonderful installers. They were a father and son team. They were nice and respectful and did a top notch professional job. I would highly recommend Bixby Knolls!
Great customer service!
This place is awesome never have I ever been treated with such royalty
2 years ago
Bixby Knolls installed carpet and upgraded padding in our entire 1-story house. We also had new tile installed for a bathroom and entry way. We used them previously to re-carpet an entire 2-story house, so obviously we like them! They do a high-quality job, are on-time and responsive. Their price was reasonable and in-line or slightly below other competitors that we got bids from. I highly recommend this company for your carpet and flooring needs.
2 years ago
They're the best for I've found for service and sales
2 years ago
My new floor is beautiful! John helped us choose exactly the right materials, color, and style, then installed it perfectly and on time. I couldn't ask for more.
3 years ago
I have done business with Bixby Knolls for years, thousands of yards of carpet and overall been satisfied until now. The last carpet they installed was not properly stretched when installed and I was initially told they would take care of it under warranty. The problems started with ripples appearing in the upstairs hallway almost immediately after the installation, however since there were tenants in the home I could not have it re-stretched at that time. When the tenant moved it was a few months past the warranty and I ended up paying for the re-stretch of the whole house. I tried to reach a compromise with them but I ended paying the full amount. I will not do further business with this company.
3 years ago
Charles, We appreciate the feedback on your re-stretch out of warranty and understand your frustrations with having to repair your carpet after your tenant moved out nearly four years after the install. We strive for customer satisfaction and although we feel our three year warranty is generous, we will work harder on communicating with our customers that it is imperative to have such warranty work done within that three year time frame. Thank you, Bixby Knolls Carpet
3 years ago
I had purchased carpet and flooring 13 years ago from Bixby Knolls, now it was time to replace carpet, I shopped around but was so happy that I went back to Bixby Knolls, everyone was very helpful and friendly. It took a few trips back and forth to get the right color for me. I just had the carpet installed this past weekend and could not be more pleased!! The installers were on time, clean and very professional!! Highly recommend!!
3 years ago
Best price of the seven stores I shopped hardwood flooring. Jim helped me find exactly what I'd been searching for. Their installers did a great job. They cleaned up each day and took care to protect my walls & furniture. Highly recommend.
3 years ago
I bought my carpet from Bixby Knolls Carpet about five years ago. I loved the carpet, but after I'd had it about a year, it had stretched out and there were rolls and loose spots. I called Jim, the man I had purchased the carpet from and he arranged to have someone come out and "restretch" the carpet, no problem. It is now three years later and I once again have the same problem. I've never seen this before except with extremely old carpet (like at grandma's house); my carpet still looks new and is in great repair except for this issue. So I called BK Carpet, spoke with Jeff this time and was told they could send someone out to do it for about $150. I don't know about you but never before in my lifetime have I needed to get my carpet stretched and now I've needed to do it twice in five years! To me, that means it's either a product issue or an installation issue; in either case Bixby Knolls should have offered to fix it. Jeff told me that my carpet was "probably covered by a warranty" last time which is why they offered to fix it for free. I hope the $150 was worth losing a customer for good. It's really too bad. Jim was wonderful, I love my carpet, but I won't be going back.
3 years ago
We are glad they were recommended to us for floor installation. Laminate and carpet of choice. They were prompt, professional and delivered an excellent product and service! All persons we dealt with were polite and helpful and delivered as promised. I highly recommend them.
3 years ago
Just had Bixby Knolls install new wood flooring in a living room and dining room. We were expanding an already 1000 square feet of 5-year-old wood in adjacent areas Not only did Jon find the same wood, it was a near-perfect match. The installers did an outstanding job, were clean and very easy to work with. We could not be more satisfied. Bixby Knolls is our new go-to for anything flooring related.
4 years ago
I have been in several carpeting showrooms recently, and none have been as beautiful and welcoming as this one. The owners clearly demonstrate pride of ownership and keep the premises looking clean and inviting. Not only that, Vicky, who helped me look at berbers today, was so pleasant, down to earth, and savvy. Her customer service skills are tops! She is a real person, sincere, genuine, and friendly--not phony and out for a sale! (My type of person to do business with!) I would shop here for my floor covering in the future without feeling the need to shop around; but unfortunately I'm moving to Wilmington, North Carolina on Wednesday. Very impressed with this showroom! Oh... and I forgot to mention that I was equally impressed with the gentleman who assisted Vicky & me briefly, whom I believe may be Vicky's husband. What an awesome couple! HIGHLY recommend!
4 years ago
We hired Bixby Knolls Carpet to demo out our master bathroom and shower including our upstairs 2nd bathroom and laundry room. Replacing all tile on the floor and walls. We also hired Bixby Knolls to replace our carpeting with sculptured carpet and replacing our baseboards. Friendly and nice all the workers went over and beyond the normal to complete our project in a timely manner. The initial design by Jim could not have been better we are very happy with the end result Also, Vicky was very informative, professional and extremely easy to work with. We compared pricing at other companies but found Bixby Knolls to be more reasonable. Jim recommended other options that the other companies did not. Their competitors were not thorough enough and left my wife and I bewildered as to what was being estimated leaving us to wonderabout too many potential problems. We are probably some of the pickiest people on earth and Jim, Vicky and Bixby Knolls employees really hit it out of the ballpark on our project. Thank you everyone that made our project a reality.
4 years ago
I had a dishwasher break and leak, ruining our laminate floors. I wanted to replace the laminate floors with a waterproof product. On the sales end I worked with Vicky. She was very helpful at helping me find the right product that would work for me, which was Shaw's Floorte luxury vinyl plank. Vicky was no-pressure, very informative, accommodating, and gave me plenty of time to make a decision. I had contacted five other local flooring companies for estimates and Bixby Knolls was the lowest bidder that was able to perform my total scope of work. After checking references I decided to go with Bixby Knolls. Chase and Zack were my installers. They were friendly; worked very efficiently (finished 99% of the job yesterday after 3.5 days instead of the full estimated 4); exhibited high quality workmanship (they did a better job than the crew that installed my original floors, the finish carpenters who installed my original base boards, and the painters that painted them); and they also had a great eye to detail (they spotted some planks that came from the factory with minor blemishes and had them replaced out quickly). As mentioned be fore the job is 99% done. All that is left is the installation of two transition strips that are on back order. So far I am extremely pleased with the the whole experience. I would not hesitate to use Bixby Knolls Carpet again and highly recommend them. ** Update 5/9/2016: I forgot to update the review once the job was completed. Chase came back out the following week once the transition strips were in stock. He completed the job in a little over a half hour. The flooring still looks great!
4 years ago
I have been using Bixby since the late 1990's and have never been disappointed! I have been extremely satisfied, with their prices, customer service and the quality work of their installers. There is so many other competitors to choose from and I appreciate there hard work and ethics and I would recommend them to my friends and family.
4 years ago
I called to get prices on mannington. At least 25% more than other places. Still, I won't knock them since they're not a preferred mannington dealer. I gave them an option to see if they would be more competitive for mannington and they never called me back.
4 years ago
Always friendly and accommodating, the owner and salespeople are well informed about the vast inventory and are very helpful. Best of all, their installers are experienced, courteous and provide excellent customer service for both carpeting and hard floors. I highly recommend this family owned business.
5 years ago
Can I give ZERO stars? I'm in the building trade and quiet a bit how things work behind the scene. Stopped by the other day and got some quotes on floor samples (I took notes) so when I came back and brought the samples back I was told I would get a phone call within hour. That "hour" turned into more like 26 hours...already unprofessional. Then came the quote...first of all he quoted me a much higher price per SF than he told me in the store, then he argued it was my mistake. Well, I wasn't alone that day. Also, I never got a "trade" discount offered which is standard practice. I asked he would email me the quote and name of the material...guess what. Never got it. Final: I find this place to be very unprofessional and when you see how much competition is out there I would suggest to avoid this place at all cost. Don't get burned. I found a different place with a much better price and product.
5 years ago
I was impressed by Darren and his professionalism from the beginning. Bixby came highly referred from one of their past clients. I am an extremely diligent and thorough researcher. I compared Bixby's pricing throughout the Anaheim carpet/textile row. Ultimately, they had the best pricing and I bought all of my flooring through them. I was impressed by their installers, their incredible attention to detail and I love the end result in my house! I would highly recommend Bixby to any and all homeowners looking for new flooring and amazing results!
5 years ago
We looked at EVERY carpet store in Orange County prior to deciding to buy carpet from Bixby Knolls. Our salesman, JON G., was excellent, knowledgeable and extremely helpful. We had other things that needed to be done prior to the carpet installation, and JON G. worked with us in ordering, shipping and storing our carpet and awaiting our call to set up the actual installation. JON, himself, came out to measure, and came back a few days prior to actual installation to confirm measurements. Our installer, JERRY, was beyond incredible!!!! He is truly a master of his craft!!!!!!! He arrived exactly when promised with his son and another young man, and worked diligently to help us move furniture back and forth, from room to room, over a 4-day period. These guys were ALWAYS cheerful and helpful and went above and beyond to help us every day. The installation is excellent, the carpet we chose is perfect (Mohawk, Aladdin), and the entire experience made less painful by these wonderful people. Thank you so much Bixby Knolls and JERRY for going above and beyond with customer service!!!!!!
6 years ago
I have used Bixby Knolls Carpets since the 1980's and I have never been disappointed. Frank is so knowledgeable & helpful. I have used them to carpet my home, my rentals, my brother's rentals, my uncle's rentals, my grandparent's home & my mother's house. Excellent work & quality products.
7 years ago
Nice to work with at the beginning and that's how they get you hooked. They make careless mistakes and then the customer has to pay for them literally. They installed the wrong color since they didn't confirm the color name or number when they ordered it. Good thing is that it didn't cost to return and get the correct color (the manufacturer has a customer satisfraction guarentee deal), but Bixby charged us to reinstall the correct carpet even though it was their fault. What a hassle. It's not like their prices were any better than other places. So just do yourself a favor and go somewhere else. You will have peace of mind that where ever you go, it will be more professional and it will be done correctly the first and only time.
7 years ago
After a water leak damaged our laminate flooring, our contractor set us up with Jim@ Bixby Knolls Carpet. I walked in and actually found way too many choices for replacements for our laminate. Jim gave me the tour, let me have all the time I needed to pick out some samples, and even helped me load them into he car. The best part was yet to come. Their installers came, did a great job laying down the flooring, and left each day without so much as leaving a trace that they were there at all. It was a great experience working with them. The installers were very meticulous. Thank you so much. I will be spreading the word!
8 years ago
We recently bought a house in the area with wood floors in all of the bedrooms and living room. We weren't able to enjoy these rooms with our growing baby. We were unsure about the best way to bring in carpet and keep the wood floors for the future. Large area rugs are crazy expensive. Steve at Bixby Knolls discussed the various options with us. We decided to go with bound edge carpets with felt backing in the bedrooms and a nonslip backing in the living room. Our selection included three colors of Shaw Carpet in two styles. Steve was nice enough to come out to assist with the measurements and we had the carpet a week later. We are very happy with the service and our baby loves playing in all of the rooms now. Their guidance, solutions and no pressure sale is well appreciated. Thank you Steve and Bixby Knolls Carpet!
8 years ago
We used Bixby Knolls Carpet seven years ago. Our entire home was renovated. They tiled two showers, put a back splash in our kitchen, carpeted every closet, and put hardwood throughout our home. I can't say enough about them. Their contractors even put out a small fire that some painters I hired started in my kitchen. If they were not there that day, I don't know what might have happened. Thank you BNC, everything still looks great!
8 years ago
The best experience for your flooring needs
In the 12 years I have lived in my house I have used Bixby Knolls Carpet for my flooring needs. When I originally moved in I had tile and carpet put in the house. Then 6 years later they installed hardwood and more tile. It was not…
8 years ago
In the 12 years I have lived in my house I have used Bixby Knolls Carpet for my flooring needs. When I originally moved in I had tile and carpet put in the house. Then 6 years later they installed hardwood and more tile. It was not because of the quality it was done twice, its because of my personal choice. I would say if I shopped there twice.. it must have been good. They have always offered affordable pricing and the installation was quality. I would recommend this company to anyone looking for new floors!
9 years ago
So bad..almost comical
TUES.... I should have known it was going to be bad when I had to walk out in the middle of the street to flag down the estimator, who was unable to find my house.\r After he had taken gotten all his needed info he left…
9 years ago
My family has used Bixby Knolls Carpet several times over 20 years. I've referred them to friends and they have never disappointed. If I ever had a question about the way something looked either the salesperson or the owner came right out and resolved it quickly. One family i referred them to had an unusual issue with a carpet installation and the owner got the whole thing replaced. They were thrilled! I rate companies based on quality of product and service first, then price. They already have me on products and great service, and as luck would have it, Bixby Knolls Carpet on Taft is hard to beat on price too. I have and do highly recommend them! Kate B.
9 years ago
My wife and I have always trusted in Bixby Knolls carpets to take care of all of our family's flooring, and they have never failed to please our large families,and friends flooring needs. We have bought our Carpets and Wood flooring from them for years and have been very pleased with how professional the staff and installers were. My daughter and her husband just had their flooring done by Bixby and they were very clean and professional,and they did a wonderful job on their floor, it looks so beautiful. My wife and I will be getting our Kitchen done again soon, will be putting carpet in our Master bedroom and Laminate in the Kitchen I am confident in Bixby to continue to do wonderful work for us and our friends. And about Mr.Steve he always makes sure that he does his best to get the job done. He is such a kind and professional staff member of Bixby. He even called my son-inlaw on the weekend to assure him that eveything was on schedule and set to go....I would recommend Bixby Knolls carpets Mr. Kristian C.
9 years ago
Would Highly Recommend Bixby Knolls Carpet
My wife and I have always trusted in Bixby Knolls carpets to take care of all of our family's flooring, and they have never failed to please our large families,and friends flooring needs. We have bought our Carpets and Wood flooring from…
9 years ago
Bixby Knolls Carpet was super knowledgeable and upfront right off the bat. My husband and I felt comfortable with them and didn't feel like they were being pushy. Steve was great to work with. The problems came when it came time to install. We hired BKC to install carpet upstairs, hardwood downstairs and marble in the master bathroom and all guest bathrooms. When installing the wood, the workers messed up and stopped short in two areas which eventually had to be ripped out and redone. They also put two 11" planks of wood in the middle of our downstairs bedroom when the rest of the planks were at least 3 feet long. These also had to be ripped out and redone. After this had all been fixed, we started seeing large gaps between the boards- large enough for us to be able to peek glimpses of the unfinished wood underneath. Steve had stated that it was done on purpose because the wood needs room to expand. First of all, that's what quarter rounds are for and secondly, I've lived in three houses and been to tons of houses with hardwood floors and there was not one instance where there were gaps in the hardwood let alone gaps big enough to show the light, unfinished wood underneath. Steve had the wood manufacturer come out to the house to take a look at it because he thought it might have been because of a faulty product but the manufacturer stated that the installer just needed to clean it up and close up the gaps. Steve agreed to have his installer close up the gaps but that never happened. Not only that, we've noticed that there are splintered planks of wood from when the installer cut the wood. There are little pieces splintering off of our hardwood floors! There is also wood glue that oozed out and dried. This can be cleaned but BKC sure didn't make the effort do to it. I was hoping that since carpet is more straight forward, I wouldn't run into any issues with the quality of their work. In every area that the carpet meets the bathroom floor, there were nails that completely poked out all along the line! The carpet also did not meet the bathroom floor cleanly. The installer left large and inconsistent gaps between the marble and the carpet. Not only that, looking down the hall, you can see that the carpet wasn't tightly installed along the wall because the carpet is wavy along the wall. I got them to tap down the nails (they had to rip out the carpet again) but now whenever I step in that area, I can feel with my feet that the carpet is not flush to the ground- there is space between the carpet and floor. I didn't want to bother with them anymore so didn't bother with the rest of the issues. All in all, there is a huge lack of supervision of BKC's installers. After I reported the first few mistakes, Steve should have been watching his installers and their work closely to make sure they didn't make any MORE mistakes. Instead, the installers continued to work unsupervised and did a sloppy, horrible job. I would not recommend BKC for your flooring needs.
9 years ago
Would Not Recommend
Bixby Knolls Carpet was super knowledgeable and upfront right off the bat. My husband and I felt comfortable with them and didn't feel like they were being pushy. Steve was great to work with. The problems came when it came time to…
11 years ago
This place was cool. I support family owned mom and pop shops. They were real personable and nice. The process was quick and easy. highly recommended
13 years ago
Bixby Knolls Carpet It's not like you drive past this place and expect much to be inside. It's in a mid-century store front that most people pass at 40mph. But, guess what? The place is PACKED with flooring materials. Hundreds of types of carpet, hardwood and tile. My man Frank "H" in there has always provided good advice and good deals with quality installation. His dad started the place something like forty years ago. I've had at least five jobs in the last 12 months done by him and his people. If you're looking for carpet in the 90807, be sure to stop by and talk to the humans at Bixby Knolls Carpet. They also have a store somewhere in the OC that is also branded Bixby Knolls Carpet, which confuses the people there who have no idea where Bixby Knolls is.