Ogden's Flooring & Design

We just finished a big project using Ogden Flooring in Lehi. We are very happy with the outcome. We worked with Mason first who came out to the house to measure everything and walk through what we were looking to do. We chose to go to the store to look at samples and found one we were excited about. Mason clearly communicated the timeline and what we could expect. He stuck with us throughout the whole process, ensuring we were well taken care of. After a few weeks of waiting our turn we got to have Fernando install our floors. Fernando was absolutely incredible. He was a great communicator and took so much pride in the job, and it really showed in his work. He cut no corners and made sure we got exactly what we were looking for. We love the way everything turned out and wouldn’t hesitate to recommend Ogden Flooring in Lehi.

We purchased high-end engineered hardwood floors (Granada Herringbone by Bravada Hardwood) from Ogden Flooring for the entire upstairs of our 100+ year old home. We chose herringbone for the bedrooms and closets, and ordered straight planks of the same wood for the hallway to minimize waste. We expected a premium experience to match the premium price tag. Unfortunately, what we got was an unfinished job, a price increase and inexperienced sales staff.

They assigned a new sales person to pick up samples, measure our home and provide a bid on the scope of our project. We were upfront that we were seeking multiple bids and had samples from other companies laid out, but Ogden underbid everyone—only to increase the price by $3,000 at installation time. We should have fought it, but it felt more like a mistake from an untrained staffer rather than malice, and the wood had already acclimated in our home for 3 weeks, so we moved forward.

The job was estimated to take one week but dragged out for two and a half. We were understanding—after all, we wanted it done right and not rushed. We were sleeping on a mattress in the living room during that time, but fine. Things happen.

What makes this a 1-star experience is how Ogden's Flooring and the installer handled (or rather, refused to handle) the final phase of the job. Their installer was overbooked and simply left—without finishing our hallway. He left the subfloor completely exposed, and Ogden claimed this part of the hallway wasn’t included in the original bid. That’s nonsense. We had specifically ordered straight planks for the hallway, ALL OF THE HALLWAY, which were delivered with the rest of the flooring.

They then told us that using the wood we already paid for would require too many cuts, and that the installer didn’t want to spend the time. If we wanted it finished, we’d need to pay another $350 and wait until the installer had time—despite already paying for this portion of the job. They offered zero help and made everything feel deliberately more complicated than it was. I ended up researching and solving the issue myself, and we settled on them giving me stair noses to install on my own. Meanwhile, I still have a bunch of unused wood just sitting in my house, paid for but unused. (Not including the 10% extra I purchased)

Yes, the floors look great. But no one should have to deal with this level of hassle and unprofessionalism—especially after spending so much money. I’ll update this review in a few years with how the floors hold up, but based on customer service alone, I absolutely cannot recommend Ogden's Flooring & Design.

Update:After we contacted the owner, he replaced our floors.

In Aug of 20 I accepted Ogden Flooring's bid even though they were not the cheapest option since they are "known for having the best installers”(See pic)

That was not my experience! LVP is supposed to last 10-20 years. In less than a year, I had SEVERAL cracks in our new flooring.
I requested this be repaired. As the cracked flooring was removed, large debris were found. The original installers did not clear the debris before installing. There were additional issues with the initial installation, & when I addressed them with Ogdens flooring the response was defensive.

Examples-
During floor prep, the guys removed the door stops. When they came slamming through the front door they made a hole in the wall. When this was later addressed they alluded to us that we were lying b/c their guys won’t use the front door. We had to show them our doorbell camera footage to prove it!

Installation was not done on time. We had to move in mid-project with me 6m pregnant & 3 young children in the house, they did not clean at the end of each day. They left exposed nails & power tools/saws out while there were children about.

When the project was over (or so we assumed as several days had passed with no more workers but we weren't told anything) we called in. A pile of trash/sawdust was left in our garage. We were told that was normal and they were probably not done yet.

We also had to call to request the trim pieces be installed.

Amidst this, the dishwasher stopped working. Ogdens denied involvement, citing no reason to touch it. We sent them pictures of pieces of baseboard labeled by their workers with the words “Dishwasher”. After having a tech out, it turns out the guys had disconnected the waterline and did not reconnect it.

The removal of the baseboards left large indents all along the wall/ chips. To this I was told baseboards were not included in the fee. (see pic)

The hard floor transition to carpet on the stairs is bunched and the seam is clearly visible. (see pic) The installer told me, “Well I’m not a carpet guy”

When I addressed these issues, the manager had an answer for everything. We had to FIGHT for anything to be made “right” by sending pictures, rebutting, & having other techs visit. The ultimate solution- $150 credited back to us for the cost of the drywall & having the Dishwasher tech come out

Present Day-
So over 3 years, the lumps have turned to cracks, the repaired panels have peeled, places are scratched etc. These issues have to be addressed since we are selling. I went into the store with 2 requests: replace the damaged LVP panels & carpet 1 room ASAP.

I summarized why I needed panel repairs for the 2nd manager. They estimated around $300 for the carpet; first pick got discontinued. The next option was higher quality at $700. The final choice, within the $300 range, would arrive in about a week. The manager said he'd measure it in 2 days.

After measuring, he indicated it might be closer to $400 due to the larger room, but he'd send an official cost sheet via email soon. I stressed the timeline and requested a prompt install. 6 days later, this manager sent me a text asking if I remembered what carpet I had picked out! 3 days later I reached out to see if the carpet had been ordered & confirmed that the panels of LVP will be replaced as scheduled.

The carpet hadn’t been ordered.

Ogden’s LVP repairman told my husband that the panels were not installed correctly. Un-sanded seams and lingering debris were causing chipping and cracking, necessitating a complete floor replacement. He left saying he will contact his boss & we should expect a call.

A few hours later I reached out. Our text conversation left me stunned.[see pic]

As of yet there has been no resolution.

After 2 separate installers have told Ogden's flooring directly that this was a bad install, no refund or replacement will be agreed to by them. They want me to use the original installers they fired to replace the damaged panels & let the rest be “someone else's problem”

We own a couple properties in Utah county and have tried several flooring places and Ogden's is by far our favorite place. We've had them put in new flooring in a new construction, rip out and replace flooring, and do a pad replace after flooding. Chase is so good to work with budgets and timelines and goes above and beyond to make sure you're happy. This last time we used them I was so impressed with their install guys. They worked so quickly and when I checked their work there was not a single scuff mark or indication that they had ripped up old carpet and put in new. Really you won't find a better place for the quality, customer care and turn around time.