Big Bob's Flooring Outlet

UPDATE***** I was hoping they would do the right thing!!! But Nope!!! I paid over $6,000 for carpet installation in two bedrooms, my basement, and two stair runners, and the entire experience with Big Bob’s has been a nightmare. Installation on 11/28/25 was poorly done. The installers barely spoke English, making it difficult to communicate concerns during the process. One of the entry stair runners is visibly crooked, and there are noticeable spots all over the basement carpet. These spots are difficult to see at first, but once the area was vacuumed, they became very obvious. I contacted Lindsey at the Overland Park location the very next week—not months later. Someone did come out to inspect it, but since the spots wouldn’t come up, they tried to blame me, even asking if I had recently painted the ceiling. I provided proof that the ceiling was painted months before any flooring was installed, yet they still refused to take responsibility. My sales rep Chris in Independence stayed in contact initially—until it became clear I wasn’t going to let this go. After that, communication dropped off completely. For weeks, I had to repeatedly reach out for updates. Funny enough, the moment I demanded to hear from a manager ASAP, I suddenly got a call and an email—only to be told that they did nothing wrong and will not replace the carpet. This is especially unacceptable because I paid for the warranty, which now seems completely meaningless. They refuse to replace or even refund at least the basement carpet, effectively making the warranty worthless.

Here is how they left my kitchen floor. (see pictures) The installer left gaps in four places that started to break away from the traffic. Apparently, the box of extra flooring they left us was damaged and they couldn't replace it so we asked how much to replace, and we found out that flooring has been discontinued and no other flooring would fit with the existing floor. They could only find 3 different colors of that brand, and this is what we are left with. One side of this dark floor is higher than the rest of the floor and we have already tripped on it. When I called Chris (the salesperson) back after he told my husband he could no longer help us, he was very condescending. Chris was supposed to bring by some samples for us to look at after quoting us a price of $1200 to get the kitchen floor replaced, and yet again he didn't bother to do that. I would not recommend this place. Go to someone who stands behind their work.