Complaints

This profile includes complaints for McSwain Carpets & Floors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McSwain Carpets & Floors

  2430 E Kemper Road Unit B Cincinnati, OH 45241-5806

  
• 

  McSwain Carpets & Floors

  7931 Mall Road Florence, KY 41042

  
• 

  McSwain Carpets & Floors

  1170 Smiley Avenue Cincinnati, OH 45240

  
• 

  McSwain Carpets & Floors

  4730 Glendale Milford Road Cincinnati, OH 45242

  
• 

  McSwain Carpets & Floors

  8394 Beechmont Avenue Cincinnati, OH 45255

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife & I checked out McSwain over 2 months ago. After making decisions on 2 carpet & 1 vinyl products, a tech came & made measurements. The salesman called to discuss the quote & left a voicemail. After a week of calling back & not being able to reach him, we went into the store to finalize the order & were met with excuses on why he had been MIA the past week. We were assured that the install would be able to happen before our deadline 5 weeks out when furniture had to be moved. I waited 2 weeks with no communication from McSwain before calling to get a status update. The flooring was in, & they were waiting on bull nose & transition strips before the install could happen & everything had been ordered. A week later, I called for another status update & learned the materials hadn't been ordered until after my aforementioned call. Despite this, we set up the install dates in time for my deadline assuming that the materials would arrive in time. The vinyl install was first- the crew was skilled & respectful, but they borrowed my extension cord without asking and almost walked off with it until I confronted them. They cut the bullnose too short on accident and ran out of material and would have to come back. The carpet guys came the following day and were awesome. However, they mentioned that the transition strips were done incorrectly the previous day and tore them out and put a temporary solution in place to hold the carpet down. The installer talked to his boss and had him order the correct materials. After another 2 weeks of no updates, I call and the follow-up install is scheduled. When the installer came, he looked at the job and apologized because the material they ordered was incorrect and he would not be able to complete the job. It has been 2 over months since we began the process, and based on the time it has taken for materials to get in, it will be at least another 2 weeks before this gets completed, assuming they ordered it correctly this time.

  

  Business Response

  Date: 04/25/2025

  Our Senior Director of Installation, Tony, has spoken with *** *****. The job is scheduled for completion during the week of April 28, 2025. Tony and *** ***** also discussed compensation and are currently working together to finalize the details.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:03/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our builder used McSwains to provide flooring and tile for the new home we purchased. We chose an Armstrong hardwood product for multiple areas of our home. Apparently the product they sold us had manufacturing issues that McSwain knew about but Armstrong went out of business. We notified McSwains that there were problems with the flooring last April (2023) and they had an independent inspection of the flooring in May. Since then we have gotten the run around from McSwains and no resolution. They initially said that they “couldn’t guarantee anything” but they would “make it right”. I last emailed them 2/19/24 to ask them to give me a response by the end of the month and received a I’ll get back to you tomorrow email and nothing since…

  

  Business Response

  Date: 03/04/2024

  This complaint should not have been filed against us. Our customer is Homewood Development, not the individual homeowner since we did not sell directly to the consumer. The floor was installed in 2019. April 2023 our Director of Installation Services went to the home to inspect the floor. There were no installation issues. McSwain was in contact with the builder. McSwain contacted the manufacturer and requested an independent inspection. An independent inspector from the National Hardwood Flooring Association (NWFA) inspected in June 2023. We received the inspection report in September 2023. This report was also shared with the builder at this time. The manufacturer found the issue is not manufacturer related and is not the type of problem covered by the warranty. The full report is attached. 
  

  Customer Answer

  Date: 03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ********

  I am amazed at the quick reply by McSwain's.  As noted one of my complaints was their terrible communications.  This reply proves this point as NONE of the information in their response was ever sent to me.

  Their initial statement that our builder was their "customer" not me is a ridiculous attempt at avoiding responsibility.  My wife and I were present in their showroom to make selections and worked with their staff directly.  We were present during both inspections and have been communicating with McSwains. 

  They knew the material was substandard and verbally told us that this product from Armstrong was known to have these issues.  They stated that since Armstrong was out of business they would not be able to get any resolution from Armstrong.  I believe that they still should be held responsible for selling a defective product and should fix the issues with the product by refinishing the floor.

  I have included information from out meetings, correspondence with our builder, and email with McSwains 

  Thank you.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: ******* $1200 ********** Inconvenience Refund.. McSwain installed hardwood in the study then refinished the hardwood on the entire first floor and the stairs, Jul 10 - 14, '23. As a result of poor workmanship/training, the floors were refinished a 2nd time (re-do), Jul 24 -28, '23 without charge and they paid for the lodging, food, dog boarding expenses we incurred during the re-do... They did not refund us $1200 for the 11 inconveniences caused by poor workmanship/training including 1) Rehanging plastic on doors/kitchen cabinets to reduce dust for re-do, 2) Dusting walls/furniture in family room b/c torn plastic seal, 3) Coming home nightly to check fountain, 4) Calling 4X after re-do to finish the work, 5) Resealing 5 upstairs bed/bath doors for re-do... Photos: **** - Sealed 8 upstairs bed/bathroom doors, ******* - Thrown heater register puncture, **** - We hung plastic in kitchen then rehung for re-do, **** - Blue 1.5" stripe stair-riser example for 15 stair risers stained brown after first refinish, **** 3-4 ft hole in plastic sealed family room.

  

  Business Response

  Date: 01/14/2024

  The ********** experience was an anomaly and McSwain has apologized for the inconvenience and poor experience. Our Senior Director of Installation & Customer Experience communicated with **** **********. McSwain agreed to reimburse the **********s for any out of pocket expenses that occurred while we completed their project. A total of $1563.96 was credited back to the initial form of payment for food, lodging, paint and dog boarding in October. This was communicated with **** ********** in October and she was in agreement. She reached back out in December requesting we credit an additional amount.  Our Senior Director of Installation & Customer Experience replied back to **** ********** stating that no additional credit would be given, as McSwain has already reimbursed the customer for the expenses as agreed upon.  This job contracted has been completed. 

  
  

  Customer Answer

  Date: 01/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business and find it unacceptable.  My reasons for rejecting McSwain's response are included in the uploaded document.  If you can edit out my name on the original complaint and in McSwain's response that would be helpful.
  

  Thank you,
  *****
  

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022, I financed and hired McSwain Carpets **** ** ******** ** to install a Luxury Vinyl Plank floor in my residence. The amount was $5,058. During installation, I questioned places that seemed to not lay flat, and was told not to worry as it would lay down. Also, after the installation, I noticed a scratch approximately 1 1/2' long where the refrigerator was pushed back into place. I have been calling for months about the situation. A manager has been to my house and took pictures and I was told that the floor should be "replaced", and that the work order was put in. I received a call from customer service and was told the material was in and they put me on the schedule or a week later. Then they called back and said that i was taken off the schedule and they were in touch with the manufacturer. I have continued to call. They tell me they will contact a specific person. No response. I call. They tell me they will look into it. No response. It is now 10 months later and my floor is getting worse. Seams separated, planks loose and uneven. The last contact 3 days ago has been again left with no resolution and no hope that they will do the right thing

  

  Business Response

  Date: 08/21/2023

  We are very sorry for the issues our customer is experiencing. We have filed a claim with the manufacturer and are awaiting their response to move forward with resolving this matter. This information has been communicated to the customer. 

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been dealing with issues with mcswain carpet since June 28 I stopped into their ******** location. I paid for my carpet and installation on 28 June I had not been contacted by anyone for McSwain carpet for 7 days so I contacted my sales person to inquire about scheduling an installation because I had expected a phone call already to schedule the installation she stated that her and the work order was sitting on her desk and she was pointed submitted the next day and they would be contacting me later that week to schedule an installation so basically I get a phone call on July 5 and they knew I was already annoyed with waiting so long so my installation was scheduled for the next day the installer they sent out was fantastic he was personable he was professional he installed the tack strip and the padding and when he brought the carpet in he was 3/4 of the way done when we realized that the carpet was about 5 feet short this was about it 5 PM on this July 6th. He told me he was frustrated because he wanted to get the job done and that this never happens and when he found out that the sales representative who is required to come out and measure the room did not come out and measure he was extremely frustrated and he told me that his boss will be contacting me the next morning to get the situation resolved and more than likely he would be coming out the next day with an entirely New roller carpet that was cut to the correct length the next day I expect a phone call and I didn’t get a phone call that day until almost 2:30 PM and they were not apologetic they were actually kind of rude and at that point I was furious because they left my home a mess with carpet halfway installed. The supervisor for the CustomerService said they will come out today and remove the carpet and provide a full refund but they wanted to remove the carpet and leave without providing proof of the refund. I allowed them to remove half of the carpet until I have a refund I can’t trust them

  

  Business Response

  Date: 07/14/2022

  To: Cincinnati Better Business Bureau
  From: McSwain Carpets & Floors
  Re: *** **** ****, Complaint ID # ********
  
  
  The following comments briefly detail the situation with *** **** **** regarding his carpet order with
  McSwain Carpets & Floors.
  
  • *** **** went to the ******** store on 6/28 to purchase carpet for his basement
  o Our salesperson did not go to *** ****** home to measure because he was adamant that
  he had the correct size.
  o The sale was based on the customer’s measurements
  o This is the text conversation that was sent to *** **** from Lisa on 7/8/22 after *** ****
  hung up on Lisa as she was trying to explain this:
  
  o Text from Lisa to *** **** on 7/8/22 at 12:42pm
  § "****, since I evidently lost you on the phone call, I am texting to continue our
  conversation. You were in on June 28th, I had said that I cannot schedule installs &
  that our Customer Service does when they receive our work orders (IPGs). when
  you drew out the room you had the original size at 13 x 22. I did say that I needed
  to measure it myself and your comment was "I have remodeled this room 3 times,
  I know the size." Then I called to go over it with you on 7/4 and you remeasured &
  it was 16' x 24' with the 2 large areas coming out for bar & fireplace. The 12 x 25
  was plenty. The room actually measured over 27' per our installer. Since I did not
  insist on coming out we have more of this carpet & can get it finished up for you
  fairly soon, if you like, I can have our scheduling department call you."
  
  o *** ****** text response to Lisa on 7/8/22 at 12:44pm
  § "There's no need to call me the phone call didn't drop I deliver hung the phone up
  I'm not sure who you think you are speaking over top of me and speaking to me in
  that tone or in that manner but that will never happen again please don't contact
  me again And I can just deal with whoever else calls me thank you have a great
  day but you're not going to point the finger at me you're not gonna disrespect me
  you're not gonna talk over top of me and you were definitely not gonna take that
  tone of voice with me have a great day best of luck to you I have nothing else to
  say to you"
  o Lisa's response to *** **** 7/8/22 at 12:49pm
  § "There was no tone nor did I talk over you sir. I am simply trying to see if you will
  allow the installer to come and finish or not. The fault lies with me for not insisting
  that I had to measure."
  
  o *** ****** response 7/8/22 at 12:49 pm
  § "I asked you not to contact me again I won't ask again"
  
  o At that point Lisa did not contact him again.
  
  • Our company procedure was followed for *** ****** order as every other order.
  • The order was entered into our computer system and customer care received the actual
  paperwork on Tuesday 7/5/22 in the afternoon. It was then reviewed by installation
  management the next morning.
  • A customer care rep (Kaci) called *** **** on Wednesday 7/6/22 at 1:28pm to schedule
  installation
  o He was very upset about the delay from the salesperson
  o He was also upset because we couldn’t give him an exact time for when the installer will
  arrive
  o Kaci apologized to him multiple times during the call
  o She scheduled the installation for the next day (Thursday 7/7)
  o The call with *** **** lasted over 9 minutes
  • On Thursday 7/7, the installer discovered that the job was short about 5 feet of carpet
  o He had already installed the majority of the carpet
  • On Friday 7/8, Kaci called *** **** at 12:50pm to try to resolve the shortage issue and schedule
  the completion of the job
  o *** **** was upset because of the shortage and said that the salesperson kept
  contacting him and he wanted her to stop (please see the text conversation above
  between *** **** and Lisa)
  o He asked Kaci if she agreed that Lisa was harassing him by continuing to contact him
  o Kaci apologized to him and said that she would contact her supervisor
  o He then became very irate with Kaci and was using profanity, accusing her of “side
  stepping” his question
  o When she asked him not to use profanity, he lectured her about who he was and told
  her that he would not adhere to McSwain’s principles and that if she didn’t like it, she
  could end the call and refund his money
  o The call lasted just under 9 minutes
  • Our Director of Customer Care, BiBi, then had two phone calls with *** **** on Friday 7/8, one
  at 3:47pm and one at 4:15pm. Both calls lasted about 14 ½ minutes.
  o These phone calls with *** **** consisted of listening to him talk about his carpet
  purchase with McSwain
  o He used a lot of profanity, threatened to sue the company multiple times, and said that
  he was going to write a terrible review on social media
  o *** **** yelled and screamed and demanded that we finish the job on Saturday
  o The installation manager was contacted and he tried to find an installer for Saturday
  o He was unable to find anyone and there was also no one to open up the warehouse on
  Saturday (our company typically installs Monday-Friday, and will try to accommodate a
  Saturday request when necessary. We were unable to accommodate this time.)
  o BiBi called *** **** back to let him know and he was upset and still demanded that we
  come out on Saturday
  o I offered Monday but he said no and that he wanted his money back
  • On Monday 7/11, *** ****** “attorney” called and wanted to know why he had not received
  his refund
  o BiBi told him that in order to get the refund, we would need to come out and get the
  carpet and padding that we installed
  o This was set up for Tuesday 7/12
  o *** **** would not allow us to take up all of the carpet
  • It was difficult speaking with *** **** as he talked over us and was very irate, which made it
  difficult to communicate with him. We tried to the best of our abilities to resolve his issues but
  were not able to satisfy his needs.
  
  
  We have recordings of all 5 phone calls between *** **** and Customer Care. We are happy to provide
  those if necessary.

  Customer Answer

  Date: 07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The reason for the original issue is that the sales person is required to come to the home to do an official measurement to ensure that the proper amount of materials are sent and my sales person did not come out to measure and then when they came out to install they were short on materials which meant they would have to bring additional materials and seem the carpet multiple times which would show once the job is completed I did not pay for that when they came out to remove the carpet the supervisor for the installation team came out as well and was very rude and disrespectful in my home. Everything that they have told me they have changed or not kept their word on so I did not feel comfortable allowing him to remove all of the materials without a refund because once they have the materials then I have no recourse in order to get my refund they’re welcome to the materials I had another company remove them yesterday and new carpet was installed by a different company this morning… They have intentionally try to get to irritate me and to cause me to become upset even the installer has intentionally trying to upset me and play games with me I just want my money back and they can have the materials it’s that simple they did not fill her I This morning… They have intentionally try to get to irritate me and to cause me to become upset even the installer has text me and told me they are intentionally trying to upset me and play games with me I just want my money back and they can have the materials it’s that simple they did not for fill her obligation because they didn’t show up with enough materials I can’t takeoff work constantly because they didn’t do their job correctly and come out and measure the space like they need to or they are required to in order to provide enough materials 
  Regards,
  
  **** ****
  

  Customer Answer

  Date: 07/14/2022

  7/15/2022 - additional rebuttal:  Per our conversation on the phone please find the attached agreement and contract and proof of payment as well as the carpet was uninstall by another professional company it was rolled up and take an is an insecure clean safe environment once I have some type of documentation that the refund has been initiated they are welcome to come pick up the remaining materials

  Date Sent: 7/14/2022 2:48:31 PM
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The reason for the original issue is that the sales person is required to come to the home to do an official measurement to ensure that the proper amount of materials are sent and my sales person did not come out to measure and then when they came out to install they were short on materials which meant they would have to bring additional materials and seem the carpet multiple times which would show once the job is completed I did not pay for that when they came out to remove the carpet the supervisor for the installation team came out as well and was very rude and disrespectful in my home. Everything that they have told me they have changed or not kept their word on so I did not feel comfortable allowing him to remove all of the materials without a refund because once they have the materials then I have no recourse in order to get my refund they’re welcome to the materials I had another company remove them yesterday and new carpet was installed by a different company this morning… They have intentionally try to get to irritate me and to cause me to become upset even the installer has intentionally trying to upset me and play games with me I just want my money back and they can have the materials it’s that simple they did not fill her I This morning… They have intentionally try to get to irritate me and to cause me to become upset even the installer has text me and told me they are intentionally trying to upset me and play games with me I just want my money back and they can have the materials it’s that simple they did not for fill her obligation because they didn’t show up with enough materials I can’t takeoff work constantly because they didn’t do their job correctly and come out and measure the space like they need to or they are required to in order to provide enough materials 
  Regards,
  
  **** ****

  

  Business Response

  Date: 07/18/2022

  *** **** was issued a credit on Wednesday, July 13, 2022, 16:17:54 as noted on the attached credit transaction. *** **** is able to keep all of the materials that he has as we will not be picking them up. Based on the interactions on the phone and in person with *** ****, we are not comfortable picking these items up. 

• Initial Complaint

  Date:07/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 75 sq ft of ********* ****** ****** ****** from McSwains in ********* **. I originally purchased the flooring for my house in 2015 from there. I was quoted a price of $10.20/sq ft. With tax I was charged $815. I picked the flooring on 07/06/2022 after 4pm. After looking online, I found the exact ****** flooring for $6.44/sq ft. I called McSwain around 10am 07/07/2022 to see if I could return the purchased flooring. I was informed they would not take it back because it was a special order. I was provided no receipt, since I purchased the flooring over the phone, and did not receive a receipt at pickup explaining the return policy. I understood since it was a “special” order supposedly, so I asked for a partial refund of $2/sq ft ($150) to make it a fair market value price. I am not asking for the full difference of $3.84/sq ft, since it happened to be a special order, even though Armstrong has it stocked in their warehouse.

  

  Business Response

  Date: 07/08/2022

  Our retail sales manager as been in contact with customer. McSwain is going to issue a credit of $150 for his material only order. Our sales contract clearly states that all material only sales are final.  In this case, our salesperson neglected to follow procedure in writing up a sales contract. We do apologize for any inconvenience and a credit will be issued to the client. 

  Customer Answer

  Date: 07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Tom Wolfe did an very good job explaining the process of why the other vendors were offering such a low cost compared to the price I paid.  He was very professional and easy to talk with, and he took the time to answer all questions I had. I am pleased with his offer.
  
  Regards,
  
  **** ******* **