S&G Carpet and More Pleasant Hill - Pleasant Hill, California

Cliff S.

We met with Tony on a Sunday in the Pleasant Hill store and after a lengthy discussion about pros and cons of various flooring decided that Calcore Portland series vinyl plank flooring would be best for our needs. We scheduled an in-home meeting the following Wednesday (our choice of days) with Armin who measured our layout and gave us a fair enough quote that we agreed to get the job done. They scheduled installation to start the following Wednesday and the installers. Sergio and Jose were right on time, efficient, Very Hard working, and Really paid attention to detail. After 3 1/2 days of hard work our house looks exactly as we hoped. The whole project took less than 2 weeks from start to finish and we are now ready to entertain at Christmas. C & S, Lafayette.

Marguerite M.

We had a carpet installed by S&g a couple of years ago. Every individual that has come to our house was extremely competent, courteous and efficient. Installation, cleanup and follow up cleanings have all gone smoothly. Interaction with phone assistants has been simple and clear.

Justin Baldwin recently was a great help to us. We needed to resolve a transition spot from carpet to flooring before a patient came home from hospital. Justin came up with a simple and effective solution! We are grateful to him.

We enjoy and respect this company!!

Dina W.

Had an urgent need to get carpet before an important inspection. Called S&G on a Tuesday late afternoon and spoke with Danika. She hustled and worked with her manager to get us a next day 9am estimator to come to our home to measure and bring samples. I had a quote by 10am that day. They did everything to make themselves available for whatever our needs were. It's nice to have a company work hard to satisfy their customers. I highly recommend them and their excellent customer service. And a very special to Danika who was very responsive and attentive. Price was great too!

Mackenzie B.

We used S&G Carpet a few years ago for carpet installation and had a great experience, so we returned to have new flooring installed in another area of our home. Unfortunately, this second experience didn’t live up to the first.

The installers left without finishing the job—several baseboards were missing, and one section was damaged. We called multiple times and got passed around with no clear answers. It took over three weeks to get the issue resolved after repeated follow-ups. I was eventually contacted after I was forced to find a director in the company on LinkedIn and email him.

To their credit, the work was eventually completed, and the final result looks good. But the lack of communication and delay made it a frustrating process. If you choose S&G, be prepared to stay on top of them if something goes wrong.

Judith S.

Outstanding business, all around! From the pleasant and competent salesperson on the floor of S&G Carpet to the schedulers to the installers and supervisor post installation, all was smooth and professional in my project of carpeting our home’s stairwell. I would recommend this business without hesitation.
Judy Shallat

L A.

It took my husband and I several months to choose LV flooring and carpet for our whole house. Kayla was awesome and a huge help - she is knowledgeable of the products, very patient and friendly. We never felt pressured each time we went into the Pleasant Hill showroom and she was happy to show us more samples. We interacted with many other sales persons during our visits and they were all knowledgeable and friendly. Brian gave us a great deal in the end and we are very happy with how it turned out. The installers were great as well and completed the job on time. We decided to change out the old baseboards months later, so Justin and Elizabeth in Customer Service did an excellent job helping us. I highly recommend having your flooring needs met with S&G!

Mike V.

The store manager, Brian Diaz, was fantastic and helped us through the purchase process. He was always there to help us decide on our luxury vinyl plank (LVP) flooring in our hallways and carpeting in our bedrooms. Good job, Bryan. The three stars are because of you; otherwise, there would be zero.

While the sales portion was fantastic, the installation was another story altogether. When the installers got to where our family room transitioned into the kitchen, they found that there was a difference in height between the two floors. They called the installation supervisor, Justin, and he came out to look at the issue. He immediately said that this was an issue the estimator should have caught and that they needed to add 1/2" plywood to the family room base to equalize the height before installing the LVP. I asked him how much this would cost me, and Justin said the issue was our fault, as the estimator did not catch it, and therefore, it was covered under the "NO SURPRISE GUARANTEE." Great. They fixed that issue and finished the installation.

Almost immediately after the installation was complete, the transitions to all of our bedrooms off the hallway began coming up. Justin again came out and said the installation of the transitions was not correct and scheduled the installers to return. They did and attempted to correct this issue. However, within a day, the transitions began coming up again. We re-contacted the company, who sent the installers out again. This time, the owner of the installation company (Jorge) came out to correct the issue himself and found that the transitions were not staying because the bedroom floors were lower than the hallway (the same issue as with our family room).

Jorge called Justin and Justin had him put a pressed wood shim in each doorway. This made an obvious decline when entering any of our bedrooms. I questioned Justin about this, and Justin told me, "If I chose, he would have them put pieces of pressed wood in each bedroom to raise the height, but this was going to cost me $1200. I reminded him of the issue in the family room and asked why that was their fault, but this (the same issue) was not. Justin continued to argue with me over the phone and kept telling me what they did met the industry standard and that if I wanted anything additional, it would be a cost to me. I also asked him why plywood was added to the other room and pressed wood here. Justin said he would not authorize plywood as a corrective measure for the bedrooms.

Per Justin, industry standards allow for 1/2" variation. I kept trying to get him to understand that 1/2" plywood topped by 1/4" LVP was equal to 3/4" and, therefore, outside the industry standard. Justin did not understand this and would not budge. I also told him that because their warrantee requires the carpet to be professionally cleaned every 18 months, I was concerned about the water contacting the pressed wood. He told me it would not be an issue. However, when I told him I wanted it in writing that the water would not be an issue, he said he couldn't do that. Basically, he would not stand behind what he was telling me. So now we have bedrooms we need to step down into, which are unacceptable.

Unhappy with this, I sent a letter to one of the owners of the company, Justin Ratajezak (not the same Justin), and explained the above and told him we were not happy customers. It's been a month now, with no response. The letter was sent certified with a return receipt requested, so I know they got the letter. I guess there is a limit to their "No Surprise Guarantee" that customers should be aware of, even though I could not find that limit on their webpage. When discussing their "No Surprise Guarantee" on their webpage, it clearly states the base falls within this guarantee! Buyer beware!!

Bailey G.

Stressful experience, but we are happy with the final product.

The sales rep, Dylan, who came out was very nice and professional.

We did get multiple quotes and although S&G was a much higher price, we went with them because someone we know recommended them and we thought they would have great customer service and less stress, although that didn’t really turn out. We even took out all the floors and baseboards ourselves, thinking that would save money, but it didn’t seem like it.

I thought S&G was one of the companies who said once we decided to move forward, scheduling was only a couple days out. It took a whole month between when we signed and put our deposit down and when the work was done, which meant I had started a new job and it became very inconvenient.

They had to order the product and Kayla told us it would be 3-5 business days for it to arrive. Crickets after that. I called them at the end of that window since I hadn’t heard anything, and it seemed like someone dropped the ball and didn’t order it because it just didn’t show up without explanation and had to be ordered again. Crickets again after that. I called again to confirm it was there the second time, which it was. I asked for the scheduling number myself since they weren’t reaching out or communicating with us. The girl who scheduled me seemed rude, but at least we finally got scheduled.

The installer was supposed to show up between 8-10am, but didn’t show up until 11am and didn’t seem to care that he was late per my husband’s conversation with him. I called S&G after all the stress we had already been through and talked to Brian and he gave me the customer service number. I planned on calling after the job was done in case there were additional problems but I didn’t because I just wanted to be done with all of this. No one ever did reach out to us. Didn’t turn out to be the customer service we paid a bunch of extra money for.

The installers did leave some scratches on the walls that will have to be painted over. Overall, we like the floors and baseboards, but not sure if it was worth all the stress. We’re glad it’s done.