Exceed Floor and Home

We went to Exceed for a remodel that we were doing on our bathroom. Everything seemed great until they actually ordered the tile. When we were notified that our order was in, we drove out and picked it up. We received another call a few days later that one of the boxes of tile was accidentally not placed on the pallet and we would need to return in order to pick it up. That wasn’t a big deal to us at all, mistakes can happen. However after picking that box up and starting the installation, we realized that the bullnose portion of the tile was ordered in the matte finish even though the rest of the tile was semi-​gloss. Again, we took another trip back to Exceed because we were advised over the phone that they wouldn’t place the order for the correct tile until we paid for it, even though they made the mistake. When we went back to pick it up, we were pretty surprised that the tile in the box was not the tile that we spoke to the designer about ordering (it was a different size). It turns out that the actual tile we wanted wasn’t available and hasn’t been for over a year! I’m curious why Exceed doesn’t check inventory to make sure something is even available? We went into Exceed on two different occasions and spoke with designers to get recommendations and each time we were met with an ‘I don’t care’ attitude and were told each time to «just cut the tile.» We weren’t totally against cutting the tile, but it created additional expenses for us so we just wanted Exceed to right their wrong. So, we took another trip there and were met with the same attitude when we asked to speak with the owner. We were told, by a girl who sat with her back to us and had an attitude, that he was out to lunch and would be back in a few hours and would call us at that point. As I type this, it is almost a week later and we have yet to receive a PHONE call. So today, I posted a comment on their Facebook page stating that I had been in and was wondering why I hadn’t heard back. I also stated that I understand that mistakes happen, but that we were just looking for some sort of resolution. A few hours later, the owner Haig, left some very unprofessional and unnecessary comments saying that our tile layer didn’t know how do his job, that I was lying and we never approached the issue with his company before blasting him on Facebook, that it was too much grief for a $ 300 order (in actuality, the order was about $ 1000 – 1100), that we actually requested they order the wrong tile (that’s believable), and that if I came into his store again he would escort me out. The funny thing is, all of the purchase orders are in my boyfriends name. If we never approached them regarding a problem, how would he have any clue what order I’m referring to since I have never once given Exceed or any employees my name and he had no clue of a problem order?! He also complained on Facebook that he had to come out to measure the bathroom in the middle of a snow storm. If my memory serves me correctly, and I know it does, that date was planned in advance. I can’t control the weather and I certainly didn’t call that morning and force them to come out right away. All they had to do was call and ask to reschedule due to weather, we would have been absolutely fine with that! Furthermore, he stated that he measured even though «he knew» we weren’t going to have them do the install. I may be wrong, but isn’t that called CUSTOMER SERVICE? If that’s an issue then they shouldn’t measure until they have a commitment, but that’s not my issue. The end result is that we’re resolving the issue on our own with another company and even if I hadn’t been so kindly BANNED from his store, I wouldn’t go back anyway.
I’m sure the owner will take to here in an attempt to belittle me and let you all know that I’m a liar and his company has been in business for an impeccable 27 years. He’ll also say that we ordered a closeout tile at a deeply discounted price, something that we were not aware of because his employees failed to tell us that. Let our headaches be a lesson to you. In closing, I will say that the way a person responds in a stressful situation is a great reflection of their true character. When someone shows you who they are, believe them.

Recently spent $ 4,700 to carpet two levels of our house with Exceed. When dog decided to put a hole in the carpeting I called Exceed, as the installer, to see if they would repair the damage. They would, but required a $ 150 deposit, which I would not pay in advance of services rendered. When I spoke with Haig on this and to tell him we had purchased a lot of carpet from him, he said he had problems with people not paying after they weren’t happy with the work. Also said «there was little money» in maintenance. Didn’t give me a warm and fuzzy that they service what they sell. Would not reconsider. I went elsewhere and was very satisfied. I will not consider Exceed for any flooring work again.