CSM Flooring

We hired CSM to do a relatively small job: >1000 sqft of red oak hardwood flooring in our home. We ended up frustrated with an incomplete job that I elected to finish myself. From the beginning, communication with the staff wasn’t great. This was a red flag that I initially ignored because CSM seems to be the only flooring contractor in the area who has experience with hardwood and who also gets decent reviews. Throughout the process, I got the impression that our’s wasn’t a large enough job to warrant CSM’s attention. We were promised a start day of Monday, complete on Friday, with the ability to be back in our home on Saturday. On Friday morning, I called expressing concerns about them meeting the timeline because the crew was over 2 hours late. After speaking with Kim, their “Operations Manager”, it was clear that she was not aware of the status of our home and hadn’t spoken with the crew all week. She had a poor attitude and flippantly dismissed my concerns stating that “sometimes jobs take longer than expected” and “we have other jobs too.” She had zero knowledge as to how long the job would actually take, why ours was going beyond schedule, or where the crew was. Later that morning I spoke with Scott, the General Manager. Over the course of an entire day, Scott failed to get a straight story from his staff about the status of the job or when it would be finished. I asked him to complete whatever they could on Friday and not return. Frustrated with the process and overall failure of the management at CSM, I decided to complete the quarter-round molding and threshold installation myself. To his credit, Scott did promise to refund the cost of the labor that I will perform on his company’s behalf as well as a few hundred dollars for the inconvenience of dealing with him and his staff. I have no illusions about CSM’s willingness or ability to stand behind the work that was actually completed. In the end, the floor looks pretty good (hence the the one star) but the job remains incomplete. Credit for the floor goes to their crew. The two gentlemen they had working seem to perform in spite of the management who clearly over-promised and under-delivered this job. On day one, the crew was uninformed about the scope of work which my wife had to explain to them. It isn’t surprising that the job went beyond schedule. We came to find out that they had the crew working two simultaneous jobs- ours, in Sneads Ferry, and another, over an hour away, in Carolina Beach.

There is no doubt - my entire experience start to finish was FIVE stars. I was greeted by Diana a few weeks back when I was just initially thinking of doing a new stair runner and area carpet in the entry to my home and she was SO lovely. She listened to what I was trying to accomplish with my home renovation and pointed me in the direction of the perfect style for my home! She ordered me some samples so I could compare colors to my specific flooring and then came out and did all of my initial measurements super quickly! She gets extra stars for loving on my golden retriever while she visited us!!!! After she left, Christian helped get us scheduled and on the books for our installation. Again, the customer service was amazing. He was so flexible with us on dates and times and very efficient with response time. We had our carpets installed this morning and the installer (I cannot remember his name) was so sweet and caring. He made sure I loved everything as he did it and was very kind. Thank you guys so much! We absolutely love our new carpet and are so grateful for your amazing work and customer service.

We engaged CSM Flooring to address the floors in a house we were purchasing, dissatisfied with the existing ones. Ashley responded promptly, conducted thorough measurements, and explored various options with us. Inviting us to the showroom, Ashley showcased a diverse range of beautiful flooring choices, efficiently helping us narrow down our preferences. She generously allowed us to take samples home for a better assessment in the actual space. Upon selecting our preferred option, Ashley excelled in planning the project post-house closure. Even when we decided to expand the project to include the kitchen, she swiftly provided a revised estimate. Throughout our interactions, Ashley demonstrated excellent communication skills, combining knowledge, professionalism, and a prompt response to calls. The project unfolded seamlessly, resulting in a fantastic transformation of the space. Ashley's crew left the premises clean, completing everything within the agreed timeframe and budget. Without hesitation, I would highly recommend CSM Flooring to anyone in search of top-quality flooring solutions.

Let me just say that when doing a renovation project, MOST stores will maybe give you the install date that you want, and ~might~ give you a 3-4 hour window of when your techs will show up. Diana at Crystal Carpet was able to give us a great price on our new lvp flooring, quote me for 3 different install options and get the quote to me in about a day, give me a firm date with a one hour arrival window, AND they called to confirm that date and time THREE TIMES leading up to the date! The technician was incredibly nice, on time, and made sure to ask exactly how I wanted the flooring to look, and even made sure the floors were spotlessly clean! They even swept our outside patio off from hurricane debris! He walked through the whole project with me afterwards to make sure they were perfect. They also called after all was said and done to make sure I loved it.They new floors are absolutely beautiful, but the service was the best part. Can not recommend this business enough!

Overall a great experience with the staff and installer from Crystal Carpet & Flooring. After Hurricane Florence, Crystal Carpet & Flooring was the only place we could find a match for our existing hardwood flooring. Scott Cromartie, the sales rep, worked exceptionally well with us and was patient during the insurance claims process as it dragged on(even as their buidling suffered damage as well). David, the installer, was great at communicating 1) the installation process, 2) any decision options that needed to be made on the spot, 3) the cure time for the glue application, 4) how to take care of any tiny glue spots between planks that may show up later. David was also very personable and great to talk with during the install. The installation supervisor, Christian, made sure we were satisfied with the install and the craftmanship. Would highly recommend Crystal Carpet & Flooring, Scott Cromartie and David to anyone looking for hardwood flooring.