Universal Floor Covering

We purchased a custom order carpet from this store. It worked out quite well for us. The item arrived on time and the installers were prompt and quick.
Cost of the carpet was reasonable and we were able to bargain a little bit on the price. I would definitely recommend it over HD.

this place feels like a used car dealership. i was in the store requesting to take home a carpet sample board so i could match the colors to my walls. the salesperson asked for a $ 50 deposit which i gave in cash. a few days later i came back (as i told them i would) to return the sample but they told me the sales person wasnt in and they promised me they would send me a check by mail the next day. a few days later i call in, and they have yet to send out the check. basically it took me a few more phone calls and a few trips to their store to finally get my money back. how can i trust a company with a few thousand dollars when it takes me forever just for me to get my $ 50 back.

Worse customer service ever! From not showing up on time to measure for the carpet, to not arriving for the install as arranged. On day of installation, appt at 9:30am, no show, we called at 10:30am was told truck is loading up and coming, 11:30am we called again, got excuse that a delay but truck was ready to leave, at 1pm we called again and was told truck is broken but would be coming soon. We went down to the store at 2pm, truck still not left yet. Asked to cancel order, was told we couldn’t do that, very annoyed but eventually canceled order after some legal threats.

I was overall disappointed with Universal Floor Covering. The Fremont location is supposed to be «S&G quality», i.e. same service and standards as S&G Carpet which got great reviews in Angie’s List. Our initial visit to the showroom was just fine, but the experience after that was just eh.
— The square footage they measured seemed high compared to what we thought it was when we got our email quote back. We wrote email to follow up but didn’t hear back. We then called several times but our sales guy was out of the showroom all day. Basically it was hard to get in touch with the guy and we were looking for a quick turnaround.
— Our sales guy told us he’d «hook us up» with a great deal but ultimately the price he quoted us gave us a whole lotta nothin. Finally he agreed to throw in an upgrade of the pad and give us the 9-​lb stuff he was pushing on us in the showroom versus the standard 6-​lb pad, but he later changed it and said he’d give us the 8-​lb because they were all out of the 9-​lb.
— On the day of the installation, the installers showed up with the wrong carpet color. They said that it wasn’t the first time this had happened to them. Luckily they had me confirm the color before they started anything. The installers themselves were good. They were committed to getting us the right color and willing to make the ~1hr round trip to fix things. The store was another story. They called back and wanted to reschedule. In the end they had to drive down to San Jose to pick up the carpet and we were delayed by a little over 2hrs.
— We’re happy with the carpet itself. We got their in-​stock Southwind Sonoma and it looks great. Occasionally we poke ourselves on staples if we step too close to the edge of the closet or stairs. I’m not sure if that’s to be expected or what, but…
— I wish they’d have asked us how we wanted to treat the area where the carpet meets bathroom tile. Apparently we could have added slightly elevated pad leading up to the tile so that we wouldn’t need a carpet bar. We didn’t figure that out until after they’d left.
— Last thing is that I was so tired and cold (the doors were propped open so they could go in and out) by the time the installers were done that I forgot to make sure they left us any spare carpet. They cleared out everything — old carpet and new — so sadly we ended up with no scraps to lay in the hall closet. Oops.
That’s about it! Next time we’ll try someone new. Maybe go direct with the installers, whose name I have to dig up so I can post about them too.