Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.
Share
Business Profile

New Carpets

Horton's Carpets

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Filter by

Showing all complaints

Filter by

Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Hortons Carpet installed carpet for me in March 2021. The installers scratched my dining room laminate as they were moving my furniture. They showed me the scratch and told me Hortons would fix the scratch. I've contacted Jesse (store manager) many times. I've sent him pictures and the name of the brand and model numbers of the laminate. He came by my house when this first happened and tried to cover the deep scratch with stain. He said that would not work and he would need to replace the piece where the scratch is. He never contacted me after that. I repeatedly call him. He tells me he is checking and he will get back to me. This has been going on since last March. I have be patient considering the supply chain, but I have not heard from him in over 3 months. I'm tired of trying to work with him when he Never gets back to me . I always initiate the call. He says he will check on it. ?? Can you help me get Hortons Carpet to take care of this. Thank you very much. Iola ******

    Business response

    05/04/2022

    Business Response /* (1000, 5, 2022/04/08) */ Contact Name and Title: Jesse ***** manager Contact Phone: ********** Contact Email: *************** Yes we will replace the trim piece with the closest available trim piece. Original trim piece was not purchased here and is not available to us. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because this is the same answer I have been given for the last 13 months. At some point I feel Hortons has to actually take some action. I realize my laminate in my dining room was not purchased from Horton's butI feel they are responsible for the scratch and they need to either replace the part with a matching piece or replaced the laminate in the dining room/kitchen area to fix this problem. Horton's never gets back to me and when they do they tell me over and over that they cannot match the piece. At some point I feel they need to take responsibility for this damage. Thank you. Iola ******. Business Response /* (4000, 9, 2022/04/11) */ Contacted customer 4/11/22 and customer is out of town until 4/17 Customer will contact us when she is back in town and we will match trim piece for repair

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.