Complaints

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:10/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 1/25/23, Order #**********, we purchased Red Oak (Trowel Ready), Size,: 3 Gallon, SKU: RO35-TR, $139.99 and again Order # ********** on 2/23/2023. We began applying it early Feb 2023 and began encountering problems. We followed the very limited instructions on the website and product. It sank into the cracks and began cracking. My wife , *******, called ***** who told her double application is needed on deep cracks, additional instructions, cracking is normal, none of which were in instructions or description. No instructions on product. My wife followed his instructions, but they continued to crack. My wife continued to work in this project until Sept 2023. I called ***** on 9/5/23 and requested full refund because of all the issues. He was very rude and was offended that we said his product didnt work and asked for a refund. I asked to speak to a manager and he said, Youre talking to the owner! He requested pictures and order info, which I provided 9/5. He replied by email and asked a series of questions he had already discussed with my wife during the first call. She followed all instructions he gave because we want this project to succeed. 9/6 he hadnt replied to my refund request, so I emailed and asked if we would receive a refund and he said cracking was normal and he would refund the unused 3 gallons if we ship it. 9/18/23 I email & asked if he would consider providing a label for this return, citing we were very disappointed in his product and that his product says Will not shrink, crack, or fall out on website, but it does!! He never responded. 9/30/23 I emailed asking about providing a label. No reply. Since then, my wife has had to appt several more coats to patch where this product continues to come up. Additionally, product smells like cow manure. We request a full refund of $279.98 due to all our trouble and the rude demeanor and failure to reply from ***** at GoodFilla.