We shopped at the Sheridan Drive location. Karen Dallessandro was our salesperson. She was polite, professional, and very knowledgeable. She was also very patient, as we tried to figure out what type and color of carpet we wanted. Karen answered all out questions and even added knowledgeable insight that helped us pick out just the right carpet for our situation (pets, stairs, etc.). We will be visiting Karen again for all our flooring needs, and I would highly recommend her. I can’t wait to have our carpet installed!

Gary was extremely friendly, helpful and knowledgeable. He helped me get the rug I wanted at a great price. I was planning on shopping around but felt no need after meeting with Gary initially. I look forward to getting my rug installed and will be back if I ever need any additional services. I highly recommend Gary if you’re in the market for any carpet or flooring.

Doreen (Sheridan Store) provided the professional service I needed for the carpet replacement project at my house. She has the expertise, knowledge, and experience to help anyone arrive at the right carpet solution. I highly recommend Doreen and Custom Carpet Centers

Gary was great. Took the time to help me, make suggestions and give me a nice deal. Very professional. Very happy with the experience.

We recently worked with Gary Engl to carpet Mom’s new home. He was fantastic and guided us through the process. We had a short timeline and Gary delivered! We highly recommend using CCC and Gary for all your flooring needs!

Gary was our salesperson and did a great job of explaining things and answered all of our questions. Plenty of carpets to choose from. Great place.

I had a wonderful experience picking out my carpet. Karen was the salesperson I worked with and she was super nice. She answered all my questions and even sent me home with a little goodie bag! Great experience!

I went into the store on Sheridan Dr. TONAWNADA, NYI was plesenty greeted by Karen Dallessandro and she helped me pick out a beautiful wood vynil floor for my office. She was very knowledgeable and walked me threw the process. I would definitely recommend her if you need any flooring.Thank you again Miss Karen

Nothing but outstanding service from Karen Dallesandro. She was friendly, informative and thorough with our order and experience. Looking forward to new carpeting!

Gary Engl, our saleman did and excellent job helping us get the best product for our needs and the installation team did an efficient and great job the day of our installation.

I have worked with Karen twice during the past few months and she has been extremely helpful. I felt like I was working with someone that was knowledgeable, professional and extremely attentive. We sort of “got” one another and shared more than a few laughs. Great representative of Custom Carpet Centers!

Dorene was so helpful & full of great ideas and recommendations. We had a great experience & would recommend Custom Carpet Centers to anyone!

I just had a fantastic experience at Custom Carpet! Gary made it so easy to find and purchase a carpet that fit my budget! He made great recommendations to me. My experience was fast, easy and clearly understandable!

Karen was extremely helpful when we were picking out our carpet. She was attentive and addressed all our questions and concerns quickly. The installers were very pleasant and professional. But most importantly Karen went above and beyond to make sure everything went smoothly and installed on time.

Gary was very knowledgeable, professional, and helpful. We are so excited to get our new floors. I highly recommend speaking to Gary for you flooring or carpeting needs. He will walk you through stress free. Sal & Jamie V.

Gary at C.C.C. on Sheridan Dr in Tonawanda is one of the most knowledgeable sales persons Ive ever worked with. He knows the latest trends & fads, gave different options to achieve my objectives and even gave advice on how to save some money. Thats why Ive been working with him for years for my home and my rental properties.

Gary helped us out! Tracking down an elusive vinyl flooring and got a sample. We placed and order and Gary is following it thru the new post Covid process! Thanks

I worked with Karen and she was extremely knowledgeable about their products and both helpful and patient with me. Never pushed or rushed me to order, only urged me to make sure that I would be happy with my selection because carpeting is an expensive purchase. Very happy overall.

We bought both carpeting and vinyl flooring from the Transit Rd store and we couldn’t be more pleased! Kathy was great to work with! She is extremely knowledgeable and patient and helped us pick out the carpet and flooring that would work best for us. Installation was flawless. We would highly recommend!

Gary was friendly and accommodating. I was in a hurry to install carpet between closing and moving in to my new house, and he made it work, even coming to measure during his off hours. The installers were quick, efficient, and friendly. One forgot a mask, but accepted an extra I had and kindly wore it at my request, which I appreciated. The carpet looks and feels good.

Karen was most helpful in our carpet purchase. It took us a while to decide on a color and style,, and she was very patient in letting us make decisions. Best experence in carpet buying ever.

The buying experience was outstanding. Gary at the Tonawanda location is so knowledge, friendly, and patient. 5/5 for the sales experience. The installation is where everything went poorly. JC manages installation and is good, but it doesnt make sense to me that he is in the field doing measurements and estimates, but then needing to figure out an installation schedule. My install was 12/23/2020. Being new to home ownership I did not check all the work like I guess I should have. The new dining room floor and finishing work was great. The kitchen floor went in well, but all of the finish work is wrong. All of the cove base needed to be replaced. They completely forgot some shoe modeling and the transition stripes never even adhered to the floor at all. It took multiple calls to get a return call from JC about this and that required me to call and ask for JCs supervisor. At that point I had to wait for JC to come out and look at the things that were wrong. He took notes and pictures. Because items had to be ordered again I had to wait another 4+ weeks. I then had a date scheduled and was called the day of that they had call offs and wouldnt be able to get to me that day. I understand that happens, but it just felt like yet another thing. So finally the installers came today (3/10/2021). Somehow they had no cove base to fix that problem even though I know that JC made that note. Now I think I am going to have to call to follow up on this in order to have something scheduled again after perhaps having to wait for things to get ordered. Chances are this will involve multiple phone calls. Id love to use Gary for future sales but I will never use Custom Carpet again and I wont recommend them to anyone either. The product I ordered was worth it, but I wish I was handy enough to do the install because the installation and everything after was not worth what I paid.

Great experience from craddle to grave! We visited the store and was immediately greeted by Karen who was already working with another customer. She pointed us in the direction for the floor style we were looking for and assisted the other customer. As soon as she was done she came over and answered many of our questions and was so professional. She allowed us to take samples home. When we returned she had quite a bit of customers in the showroom. She handled the situation very well and did not become stressed or frazzled. She informed us that she will call us when the order has been placed, in which she did. She informed us of the delivery timeframe, it was spot on with what she said. We received a call setting up a delivery date and was told that they would call that morning with a 2 hour window. We received the call as told and the delivery came within that timeframe. The delivery guys were beyond accommodating and so friendly. Overall, it was an amazing experience to deal with the company. It is highly unlikely that you receive good customer service these days but they came through! We didnt have to make numerous calls, get upset, or stress about the process. We havent installed the floors yet but I am hopeful that they will be as beautiful as the sample that we took home!!!

I read reviews about bad service, that couldnt be further from the truth. I came in on a Saturday afternoon and Karen was all by herself with five people waiting and she kept them very calm and patient and she was very professional. My customer service rep has been Gary for all three carpet purchases. He has a good feel for what his customer is looking for and does not sway them into spending more money than they have to. He has always been patient and even if theres somebody else in the store he makes sure that you are satisfied before you walk out the door before he waits on the next customer. With the issues of covid, Gary was honest and upfront with me about the delivery of the carpet and not to expect delivery in a week. I have been to many flooring places and I will never shop anywhere else. Gary is quite an asset

Terrible customer service! Absolutely terrible! Ordered our carpet July 2nd, Karen told us that it would be ready in 3 weeks maybe 4 due to Covid-19. Which we understood. 4 weeks past no phone call. We had to the call the store ourselves week after week to find out what was happening with our order. And week after week Karen would tell us that she would call us which never happened. She said she would even check to see if we can get a discount which we never received a phone call back regarding it. I realize were in a pandemic, but a business, especially during this time, should have phenomenal customer service. I wouldnt be surprised if they close down. Needless to say we had our carpet installed in September. It looks nice. No issues with that so far.

Buyer beware. A very slow process. The contract said two day installation. Actually took 7 visits over a 2 month period. Not an expectation for only 4 bedrooms, hall and two flights of stairs.On the plus side, the carpet looks great, on the negative side, customer service response needs a ton of improvement.Customers should never be put in a place where they have to pester the staff with call after call only to get a meager response or promise of completion that is slow to happen.I wish I had paid attention to the negative reviews before ordering. The common themes are spot on.

We love our new carpet! Karen was knowledgeable, helpful, professional and kind. She explained everything in detail and helped us choose the perfect carpet. Our installers did a great job too! They were meticulous in their installation and clean up. We would highly recommend Custom Carpets!

I love my new carpeting! Karen was so very helpful in suggesting colors and textures. Even after I though I had the right color and took home a sample that didnt look exactly right, Karen worked with me to find the perfect one.The men who put in the new carpet did a terrific job. They were courteous and efficient.

Great customer service. Karen was excellent to deal with! She was very knowledgeable and extremely helpful in assisting me pick out my carpet. I never felt any pressure from her. She’s also very patient and never seemed to mind how many questions I asked or how many times I changed my mind.

My wife and I are so happy with our experience at Custom Carpet Centers. Karen was very helpful to us during the entire process of getting a new carpet for our home. She is fantastic! We even had a great experience with the installer, making sure we were pleased with how everything came out in the end. We would highly recommend Custom Carpet Centers!

We have been buying our carpets and flooring here for many years! Gary is great to work with! The selection is everything you could ask for, and the customer service has always been outstanding! Gary is very knowledgeable about the products he sells and makes great recommendations!

Karen was very helpful while we were looking at carpet options. Were very happy with our selection!

We purchased carpet from Custom Carpet years ago and when we decided to put carpeting in our current home, we stopped at Custom Carpet on Sheridan Drive first. Karen Dallessandro was extremely professional, personable and very knowledgeable. My wife picked out a carpet and I gave Karen measurements to calculate an estimate. In the mean time we visited several other carpet companies and by comparison Custom Carpet has the best showroom, selection and excellent staff. I peppered Karen with questions by phone and in person over several weeks as I compared carpeting and costs from their competitors. Karen bent over backwards to answer my questions and found a way to reduce our cost without compromising quality. The carpeting was installed today and David and his son Dave did an excellent job removing the old carpeting, stacking it neatly in the garage as I requested and had the 300 sq ft of carpet installed on stairs and hallway in 2.5 hrs. They cleaned everything up and vacuumed as well. I would recommend Custom Carpet to anyone.Ron MontgomeryAmherst

We just moved into our home and had lots of flooring to replace. We went to Custom Carpet as we have done in the past because of their good selection, pricing and service. But we really couldnt have done this house without Karens expertise! She helped us find exactly what we envisioned for each area of our home - which included hardwood, carpet, and vinyl tile. Karen is very professional, personable, compassionate and dedicated to her customer. Also, its evident she has a very good rapport with those whom she interacts with in the industry. Thanks to Karen our house is a beautiful home!

Salesperson Gary at Sherdan drive location was outstanding. Very knowledgeable and experienced.

Very easy transaction, lots of choices, very informative sales woman Karen, install was great! Carpet looks wonderful, went back to order carpet for other rooms!!!

Wonderful service!! Gary was extremely helpful when we needed to purchase a pet safe carpet. Installers were also amazing. We bought a new house a few months after and went right to Gary at custom carpets in Tonawanda again and he gave us the best deal and service. Thank you Gary!!!

Met with Karen who helped us select the “right” carpet for the job we needed done. She is very professional, patient and most certainly knows her products. Very thankful we had her to help guide our decision.

Great place, great prices and selection. Gary is awesome.

We had a really hard time finding just the right floor for our bathroom when shopping the regular home improvement stores. Were very glad we stopped into Outlet Carpet and Flooring, there were so many options available that we were able to find just what we were looking for at a price we felt really good about. Excellent customer service as well, will definitely come here again when we do our next home project. Thank you for the great product and service!

Quick service nice selection of carpet and very knowledgeable sales professionals

Great place to get flooring. Large assortment of flooring and Gary was great.

Bruce was great and very recommended. Made the process very easy and will definitely be returning in the future!!

We always go to Custom Carpet and have recommended them because of their selection, prices and great service!!! Karen was fantastic. Always very helpful and courteous!!

Outstanding service! Karen is knowledgeable and makes sure you are are aware of all of your options. She is highly recommended for all of your carpet and flooring needs.

Love my remnant rug!!

Karen helped me with some carpet for my rental apartment very attentive to details

Karen is excellent!! She gives lots of suggestions & recommendation.

Huge THANK YOU to Karen Dallessanzro for helping me choose my new flooring. This was a difficult process sorting through all my choices and Karen took the time to help me make the best decisions for our new home. Floors were just installed today and I’m so happy with the outcome. I would highly recommend Karen and the entire team at custom carpet in Tonawanda! Also...another HUGE thank you to David Turner our installer. He was not only courteous and professional but took the extra time to make sure everything was done perfectly! I’ll be back for my other flooring needs.

I could not disagree more with the reviews I’ve read on this store. We purchased the flooring and from start to finish, the employees were very attentive and helpful. Karen was a wonderful agent and I would recommend her to any customers of this custom carpet centers store.I will add that we did not use a CCC installer, so my review speak only to the attention and guidance we were given by Karen D. at the Tonawanda store on Sheridan drive.

Old carpets, no real selection. Place hasnt changed since the 80s.

Nice service, good warranty but the Installation isnt holding up that wrll at the seem. They will honor the warranty, however, unlike thr competitor Carpet Factory Outlet. We went through two sets of carpeting in less than five years. They only warranty Install for a year.These guys are head and shoulders above them.

Professional and courteous

Friendly people, lousy service. I can find better service in a sewer. I would NOT reccemend you wasting your money here

Great selection and much better prices !

Unfortunately my experience with the Sheridan Dr. Custom Carpet Centers location in Tonawanda, NY was extremely unsatisfactory. Not only did the experience I have result in Custom Carpet Center losing a customer in the future, it has resulted in creating an advocate against this business to all prospective customers. The original estimate for our flooring needs was $2500. Due to my own error in measuring, the actual price increased, which was acceptable and reasonable - I am no measuring expert. My frustration came because the actual price was $3930 and the salesman did not relay this until after the floor was partially installed. When calling us to tell of the increase in price prior to installation he quoted the new total as being $2983. We believed this to be the total for our floor. It wasnt until the installers asked for the balance that we knew of the $3930 price tag. This $1000 increase would have led us to decide to bring our business elsewhere. I have no problem with the increase in price after their professionals measured the room, they have to make a living too, I have a problem with the misleading nature of the salesperson. When confronted with this miscommunication, the salesperson refused to admit fault and was adamant the confusion was on our end. His behavior over the misunderstanding is the reason behind this 1 star rating. The flooring product is beautiful and the installation workers were professional and fast. When an error is made by a salesperson, intentional or not, the salesperson should accept the error and absorb the financial loses. The fact that we as customers had to absorb the financial loss is unacceptable to me and unethical business practice.

The reviews are right!! The people are very friendly but the customer service isnt worth a damn. The store where I bought the floor said I had to call Orchard Park about my problem and Orchard Park said customer service was closed because the guy was out of the office today!

If I could give these installers a 0 star that would be better. Installing was a complete nightmare. I have lots of horrible during and after floor installation pics. Do not get anything installed by them!!!

Thank you Jessica for your post ! I thought I was the only one that was misled. I started my journey at Custom carpet in late May. It is now August and still dont have my rug installed. When I called my salesman to see if I could schedule an installation date because I was never contacted, I was told that I had to contact the main office. After a couple days of calls and emails because no one seemed to know where my rug or order was at they finally told me that there was some problems with the person that was binding my rug and when they were done they would contact me. No problem, because I was doing other work in the house so Inwas understanding. Then the day came for delivery July 29th to be exact. Mind you the next day I was having a graduation party for my son at my house, and my husband and I just moved all the furniture out of my living room into other rooms in the house. The delivery men came with. Y rug but not the pad that I ordered( The pad that I ordered was according to the salesmen a better pad then I had and I paid extra money for this pad) I was told that the warehouse gave it to them and told them to make it work. I was livid ! I just pulled all my furniture out of that room, I have to put it all back in because Im having a party the next day, yes I was mad, mad at the fact that I never received a phone call to say hey we dont have your pad would you like a different pad or would you like to wait for your pad to come in? To me that would be good customer service. I immediately went to the Sheridan store and spoke to Michael my salesman asked for his manager after he explained well they are similar pads...... After weeks of going back and forth with Don which apparently is all in one at the office( no one above him except the owner)😳 My rug is still not installed. My problem is the salesman is telling me that the pad I bought is better I pay $200 more and then you bring me a pad that I already have in my house and say its the same pricing as the one I ordered. So why was I charged more $$$$$$. Then my next problem is their customer service which they really dont have any except Don, which is not for the customer. After all of this going back and forth and inconvenience all I was offered was a 50 gift card to my fav restaurant. After being a customer for over 20 years I will take my business elsewhere. Somewhere were customers do matter and where people are honest and are not trying to deceive you. If I wasnt at home that day or I didnt pay attention, that other pad would have been put into my house and I would have never known. That to me is not honest and makes me wonder how many other people have they done this too?

Terrible, terrible customer service. Once they have your money, they dont care if you have an issue with the flooring or the installation. You can call, stop in the store, send an email....you will be ignored. If you do speak with someone, they will tell you that theres nothing they can do for you.

Never again