The short answer: A lot of it boils down to product knowledge, customer service, and the service you get after the sale and on installation.
Local store vs. big box store
I can't speak for all the local stores, but here at this store, we have around 60 years of combined experience. It's kind of hard to substitute experience with a short training course at a big box store.
Plus, we're living among our neighbors and friends. We're far more likely to go out and try to resolve an issue, rather than just fall back on big box customer service policies.
Local store vs. buying online
Buying online is a whole different set of problems. The biggest one is: how are you going to get something installed that you bought online?
And who do you trust if you just look at an ad on KSL? How do you know if they're good, and who do you call after?
When you buy from a local store, you call the store. Whoever they have install it, the store is responsible for the work, regardless of who they send. If you hire an installer directly and he doesn't do a good job, what's to say you'll ever be able to contact him again?
How far do you travel?
Just in general, most of our work is in Utah County and into Salt Lake County, and we also go into Wasatch, Carbon, and Juab Counties. Once you leave Utah County, there starts to be a mileage charge, and the farther you go, the bigger the mileage charge. (More on that in Commercial and Rental Flooring.)
Come see us in Provo or Lehi. We offer free measuring and free estimates.