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Complaint Details
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Initial Complaint
03/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called to order 50' of flooring on 2/22 and was told they would put together a quote for my approval. I hadn't heard back so I called again on the morning of 2/24 and was told my salesperson wasn't available but would call me back as soon as he was off the phone. I didn't hear back so I called again on 2/25 and they said my order was being prepared. On 3/1 I received a receipt of my purchase via email. The order went out on 3/2 and I received it the evening of 3/4. When I opened the two boxes of flooring, I was shocked to find that the wood was severely bowed. Every single board. I'm not sure how they expect anyone to use it for flooring. I sent an email to the person that sent me the order confirmation on 3/8 to express my displeasure and included pictures of the faulty boards. I didn't hear anything back. On 3/11 I sent another email to the *****@flooring.org email address. Again, no response. If you read their return policy, it is basically impossible to return defective flooring in this case because of the pallet break expense and the shipping (you still pay it all). So, I would never use this company again and want to warn others of their faulty product and lack of response.Business response
03/30/2022
Business Response /* (1000, 5, 2022/03/24) */ Contact Name and Title: Eric H. Contact Phone: XXX-XXX-XXXX Contact Email: ****@flooring.org After discussing the product issues with the customer, we were in agreement that the product quality was inferior. We offered to issue the customer a 100% refund and allow them to keep all the materials. The customer felt uncomfortable with a 100% refund since they are planning to attempt to make the flooring work for their application. They proposed a 50% refund instead, and that is what we agreed to. That refund was issued this afternoon (March 24th). Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The phone call I had with the representative wasn't ideal, but they wound up offering a larger refund than I thought was fair to them. I appreciated that. We settled on a smaller refund that I believe is fair to both parties and I am satisfied with the resolution.Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ordered stair treads on 2/3 after being assured they would be in production and shipped to me within approximately 7-10 days. I have emailed and called multiple times every week since the end of February requesting updates and each time have received emails back stating they would be shipped within a matter of days. Then another week will pass and I will then get another email stating they would ship by X day and again they are not shipped. Now we are dangerously close to having to push our Certificate of Occupancy (CO) because we cannot complete the necessary work, including handrails.Business response
03/30/2022
Business Response /* (1000, 5, 2022/03/23) */ Contact Name and Title: Eric H. - President Contact Phone: XXX-XXX-XXXX Contact Email: ****@flooring.org This customer is correct in that there were multiple delays in getting their products manufactured. It was very unfortunate that despite frequently urging the manufacturer to complete this order, a series of setbacks occurred that, simply put, made this order late. This order shipped on March 15th and tracking information was sent to the customer via email on March 16th. Delivery was made on March 18th. We are terribly sorry for any inconveniences that we caused. Consumer Response /* (2000, 7, 2022/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the floor treads and am satisfied with them.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.