I ordered two widths of the same wood flooring to use in my basement, as they were described as identical other than size. They are not the same color
I ordered wood flooring. ***** ***** called to let me know they had an inventory mixup and did not have enough to fill the order. He offered a different product but I explained that I was looking for a darker wood. I suggested supplementing what they had with the same wood in a wider plank. I asked if that would fit together and ***** said he thought that because they were the same thickness they would. The wood delivered not only did not fit together, but the color of the two widths were not even close. Obviously they come from different suppliers. ***** asked for a picture showing the discrepency, which I provided. After several attempts to call/email him, I explained that I would be contacting my credit card company to dispute the charge. Within minutes, he emailed to tell me they had looked into it and that natural variations in the wood species were the cause of they color issues. He further explained that they would not issue a refund and that I would "make it work". This is nonsense. They are clearly different products that do not in any way match. They are not issuing a refund b/c they do not have any more of these products and thus cannot re-sell them. In fact, the same picture used on the website to describe both widths I purchased is now being used to describe a new product they carry. Neither of the woods I received match the color shown online, but at least if they matched each other I could chalk it up to the cost of not dealing with a known product, or at least a retailer who is familiar enough with their own product to provide competent advice, or at least one who doesn't post stock photos they know do not represent the product actually being sold. This is a relatively small order, $2,000.00, so again, the only possible explanation is that they would rather stick me with their remnants than have to write them off. Purchase date, 1/27/14, payment by Visa.
I want $1,964.86 put back on my card, immediately, and the pile of wood taken from home at a mutually agreeable time by a professional delivery service, not later than 3/1/14
Contact Name and Title: ***** ***** Owner
Contact Phone: XXXXXXXXXX
Contact Email: *****@hursthardwoods.com
The customer did not find the two floors close enough in color so we agreed to take back the material and fully refund the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been promised a refund, and am returning the product as instructed. Assuming everything works as promised, and in a reasonably timely manner, as expected, I will overlook the fact that it is exactly 2 months since I placed my order and not re-open this complaint.
Thanks for everything.