Great Floors, Bozeman MT

I really hate to leave negative reviews but our experience with this company was awful! I just want to save someone the frustration we experienced if I can.

We recently moved and decided the first room we wanted to renovate was my home office. We went into Great Floors because they were fairly new and we figured they would have a good variety to choose from.

My husband is a contractor and has worked with Mohawk Flooring in the past and wanted to see samples from that brand. We took color samples home, made our pick, and went back to GF the same day and placed our order.

We were working with Lisa Taylor who was nice but seemed nervous or just lacked confidence. She kept having to ask someone to come over and help her. None of this was grecious, we were patient and waited for 30-45 minutes while she tried to get us pricing and then get the order placed.

I cant remember what the hold up was but eventually we just left our payment information and asked her to process it when she could get the invoice finalized. She told us that the flooring would be delivered within 10 days, but most likely before that. She put it in writing when she finally emailed us the invoice.

The following day I get a phone call from Lisa saying she had made a mistake and quoted us the wrong price and we would have to pay an additional $450-$500. I asked to just cancel the order.

The next day I get a phone call from the manager saying that they would honor the pricing we were quoted and that our flooring should be there tomorrow. Ok great I say.

Two weeks go by and we haven't heard a word. My husband goes in to speak to someone and he gets a vague answer that they will check on it and give us a call.

We never once got a call from them! We have been getting the run around for 6 weeks! Their customer service needs serious attention! I have never seen such lack of communication!

Last week after being told it was on the truck, but then no it got delivered to Spokane, and then it was finally going to be delivered to the Bozeman store on Thursday, but once again most of Thursday goes by without a phone call. I called and asked about the status they transferred me to Lisa who was going to go talk to the warehouse and then hangs up on me. So I call back and am told Lisa is with a customer, I explain that she just hung up on me and Id like to wait to talk to her. The lady who answered said she would help me after placing me on a brief hold. By this time Im sure everyone in the store knows who we are. The lady says that the warehouse is still waiting for 2 trucks to come in. I asked when the warehouse closes they said 5 (it's 4pm) I said that I expected a phone call first thing in the morning to get an update if the flooring actually came in or not.

Not surprisingly we didn't get a phone call and my husband went in Friday afternoon and told them to refund our money and cancel the whole thing! They said it might come in Monday but we never got a call.

As business owners ourselves we can't believe that this was an acceptable way to conduct their business. We cant in good consciousness let people do business with this company without knowing what they're in for. My husband has told all of his builder contacts what we've experienced and they can't believe it and have stated they won't be going there.

We highly recommend Kim Bennett at Great Floors in Bozeman. Very professional and excellent customer service, Kim is amazing she was able to find the exact tile we were looking for, kept us informed during the entire process.

I went with Great Floors for carpeting and vinyl flooring in my home, and I am very pleased with all of it, from beginning to end! Kim Bennett (sales) was excellent to work with because she is professional, knows the products, and is patient. I am also very happy with the guys she lined up to handle the install (Lee and Nick). I have the other half of my house to do next, and I will definitely be working with these same people to get it done. Very professional! Denise in Ennis