Castle Floors 4500 East Main Street, Mesa, AZ 85205

"We found the best prices, selection, and customer service at Castle Floors. We had our kitchen, main living areas, bathrooms, and hallways redone in 2021 and we are still loving them almost 3 yrs later!"

"Castle Floors is my go to for all my flooring needs! Their customer service is great and their professional insights helped us select a beautiful, quality product. Our whole house feels like it got an upgrade! Blake was professional, knowledgeable, and helped us get out new flooring quickly. 5 stars for Castle Floors!"

"This review is about 2 years late so hopefully things have changed. The price was decent and competitive. The service from the employees at the store was good, Sarah was the most helpful. That's about the only positive from our experience. Day 1: Demo guys didn't show up at the time they were supposed to and we got no calls letting us know. After a couple calls to the store we find out the material was not ready for pick up and the project is delayed. Day 3: Demo guys are scheduled to show up but don't show up until around 5pm TO START. The did end up finishing around 10pm. Day 4-21: Terrible quality of work. Installers wouldn't show up to start until 11am at the earliest and would work until 7pm because it was only 2 people. Even when told repeatedly we would not be home and they would have to be there by 9am or they would not be let in. We left as no-one showed and got a call at 11 asking where we were. They were also constantly on their phones while working, making this project take even longer. We noticed that they were also only using a dry angle grinder to cut the pieces. There was not a wet saw on site. They were not correctly informed of the project and I guess thought we were getting tile through the whole house even though the rooms were not demoed. They did not cut the tiles straight in the doorways that would switch to carpet. Once this was pointed out to them, they just used their angle grinder to cut a "straight" line that left it jagged and looked horrible. Not to mention it was VERY sharp. We found around 20 hallow tiles that they had to replace. To this day we still find terribly hallow tiles that we are concerned about. The grout work is also terrible. The grout in our house has 4 different shades of brown to white and obviously doesn't match. It was like they had no idea what consistency grout is supposed to be or how to mix it. All of this was being communicated to Castle but there was no change. We eventually told Castle we needed a different contractor out here to fix the problems. The first thing the new contractor said when they arrived (after a long while of silence walking around with a shocked look on his face) was "how did they do this?" He did what he could but its hard to fix a fully messed up job that they couldn't make any money on. We have tiles that have chipped and grout that's cracked. We also are still finding huge grout build-ups that were never properly cleaned, like on our new appliances. We were given a discount and a box of tile but I'm absolutely dreading the day I need to call them to fix something under their warranty. See pictures for why."

"I will start by saying the only reason I am giving Castle Floors 2 star’s is because the employee’s are friendly. We worked with Jacob in person, and Sarah often times over the phone. Jacob was helpful in helping us find a carpet and padding to fit our needs. Sarah was extremely friendly anytime we spoke on the phone and very understanding of our situation. However I would give Castle Floors one star when it comes to their process’ as a business. We ordered carpet, and waited 2 weeks for the install. No big deal, we are happy it was only a 2 week wait time. The installer showed up on install day and we right away noticed he had the wrong padding, it was obvious because we were paying for upgraded padding and knew what it looked like. Was this a trick to try and get more money out of us hoping we wouldn’t notice it was the wrong padding? Maybe. Only they can speak to that. My husband called in and they were very friendly and brought over the right padding. A couple hours go by and my husband notices the installer is bringing in the wrong carpet. It was very obviously wrong, wrong color, and wrong pattern. My husband now had to spend well over an hour on and off the phone with castle flooring finding the mistake and what happens next since they already ripped out our old carpet. Castle floors blames the manufacture for sending the wrong carpet. But don’t you think they should check the product or have a warehouse manager who is in charge of quality control before sending flooring off to the customers home for install? I would think so. Castle Floors then tells us we have to wait ANOTHER 2 weeks before they have an opening to install the correct carpet for us. Again, if this was a mistake on their end why are we having to pay the price as a customer and wait? I would think you should have bumped us up on the install list. Just my opinion. Over the next 2 weeks castle floors did not call us once. We had to call in multiple times to get an update, if the correct carpet had even been ordered, when the carpet will arrive, etc. Fast forward to install day round 2. A group of men showed up to install the correct carpet. It was obvious they were in a hurry to move onto the next job. I am very disappointed with how the carpet was installed. First off the carpet has a pattern, no one once asked me which way I preferred the pattern. I didn’t realize what way it was going until AFTER they had cut it. Nothing could be changed at this point. The installer told us there was barley enough carpet, so they couldn’t do seams like they normally would. They had to stretch the carpet a lot to get it to even fit. I understand stretching the carpet is part of the process. But I don’t believe it’s part of the process in the way that there wasn’t enough carpet to begin with. The edges are sloppy and there are lines left all long the edging of the carpet from them stretching it to fit. The pattern was messed up on a few parts close to the edge, I assume from the stretching it ruined the pattern? There are parts where the carpet isn’t even tacked down all the way. (Pictures attached for examples). I’m confused why there wasn’t enough carpet ordered for them to do the job correctly. There was more than enough padding and but not enough carpet? I would not recommend castle floors if you are looking for a professional business to install your carpet. Home renovations and upgrades are an investment. I trusted them to do a good job based of prior reviews. That’s why I feel the need to share our experience, so others don’t have to experience the frustration and disappointed we have experienced. Again, their customer service was very friendly. But the process and final product of the install was extremely disappointing and in the end that’s what you are paying for."

"This is the second time we have utilized Castle Floors for a project. Jacob and Angela were incredibly easy to work with and assisted in us picking an exceptional product. Karndean Looselay Luxury Vinyl plank floors were recently installed and the transformation to our home has been incredible. We are so pleased with the family friendly store and local flavor but also the incredible service and expertise."