Smith’s Carpet Connection

Lydia Stern

6 months ago

Working with Marina was such a pleasure! She was incredibly helpful with our bathroom tile selection. My husband and I were undecided on our choices and kept going in all directions. Marina made the perfect suggestions and we felt so confident in our final selections. She was super communicative and prompt with everything too. We’re so happy with our choice to use Smith’s Carpet Connection for our master bath remodel.

P Home

a year ago

On 3/16/23 Smith’s Carpet Connection accreditation in The Better Business Bureau (BBB) was suspended. Received/installed the wrong carpet which we ordered from Michelle Smith, the owner of Smith’s Carpet Connection & they refused to correct the problem. The BBB attempted to mediate a resolution, but Smith’s refused to go through the mediation process, which caused its accredited BBB status to be suspended on 3/16/23. With so many other great options for flooring, we highly recommend looking elsewhere for better customer service, honest business practices, and professionalism. Experience Overview: After our old carpet was ripped out & Smith’s was less than halfway through the installation, we noticed the new carpet didn’t look like what we had ordered. We notified the installer (hired by Smith) as soon as we noticed the issue. The installer immediately notified Smith, but the installer still proceeded with install (primarily citing safety concerns for our kids & dogs as there were nails/tacks/staples & exposed boards everywhere with the original carpet being ripped up). After notifying the installer, we called, emailed, & eventually visited Smith’s office in person (as once we got through by phone we were told by Smith, she couldn’t confirm there was an mis-match from the pictures the installer had sent, so she wanted a physical sample brought in . . .We’re still not sure why Smith and her team didn’t offer to visit our house or coordinate that with their installer). When visiting the store, the unprofessionalism and blame for the problem was appalling. Smith told us we should have directed her installer to stop (again we notified the installer as soon as we thought something looked wrong) & eventually were told nothing could be done & they would have to contact a representative for the carpet manufacturer. After Smith contacted the rep, she admitted to ordering the wrong carpet, but continued to blame us for allowing their installer to continue. They did offer replacement carpet material, but not the cost of the install (about 1/3 the price). In the end, Smith gave us less than 1/3 of the total cost of carpet & install & refused to do anything beyond that. We engaged an attorney as well, but ended up deciding that the legal fees & time taken to go through the legal process could prove to be more time consuming & costs than we had already spent/lost. Either way, we just wanted the correct carpet as we ordered & not a long drawn out legal battle. In the end, we’re stuck with living with the (wrong) carpet that doesn’t match what we ordered or having to pay to replace/install it again (elsewhere). This was just overall a terrible experience with owner, Michelle Smith, and her company, Smith’s Carpet Connection. Bottom line, we highly recommend looking elsewhere for good customer service, honest business practices and professionalism for flooring needs. For more information on the 3/16/23 suspension of Smith’s Carpet Connection accreditation in The Better Business Bureau, please contact the BBB.

Troy Johnson

3 years ago

LOVE our new carpet!!! Michelle was awesome to work with and she did a fantastic job helping us.

Jessica Mace

3 years ago

Huge shout out to Michelle and the team at Smiths Carpet Connection. They just did our whole home while prepping for sale, so glad we did!

Chad Penkhus, Penkhus Properties

4 years ago

Can’t say enough about Michelle Smith and her crew at Smith’s Carpet Connection. Michelle is fantastic and runs the best flooring company in Colorado Springs. She knows customer service and goes above and beyond for her clients. If you are looking for anything flooring, give them a call. You will be happy you did!

Roger Haywood

5 years ago

We have worked with Michelle on a number of projects to include carpet, tile, and other flooring. It has always been a pleasure to work with Carpet Connections, as they provide exceptional service at a great value. Would highly recommend.

Paul Miller

5 years ago

I have worked with Michelle and her crew for well over 15 years. They have been helpful to every customer I’ve sent to them. Their expertise is second to none in the industry and I believe them to be the best flooring company in Colorado Springs. Their creativity has allowed my customers to exceed their expectations at every turn.

Travis Froehlich

5 years ago

This place is great! The customer service is above and beyond. It is a referral only business, so if anyone needs any flooring or tile needs, look me up!

Caryn M

5 years ago

I had a terrible experience at Carpet Connections. I have been working with a rep there since May, purchasing over $8000 worth of products with another $10,000 to purchase. The rep I worked with misrepresented the products she sells and ordered the wrong products multiple times for my remodel. When I brought her mistakes to her attention she got angry, rude and has told me I cannot purchase from them again. She is not a manager and I asked to speak with a manager but she refused to let me speak with one. I have placed a formal complaint with the BBB. Her mistakes have delayed my project multiple times which has cost me money and time. Consumer Beware! Make sure the person you are working with orders the correct supplies so they don’t get mad when you ask them to fix their mistakes!

Sarah Chavez

6 years ago

Had such a good experience! We worked directly with Michelle, but all of the ladies were so warm and welcoming. Very polite to my little one as well. We were offered refreshments and snacks while visiting. We left satisfied with our options. They were so willing to work with us, as soon as we had arrived we had several options to choose from based around our budget. I would highly recommend them!