Complaints
This profile includes complaints for Floors To Your Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2025
Type: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.
Placed 2 separate orders for vinyl plank flooring. Website advertises most orders are free shipping. Both orders I completed and paid for, showing shipping cost of $0.00. I receive a voicemail stating there was an error on their website and shipping was not free. Total additional cost to pay for shipping is $2034.14. I emailed asking for reconsideration as the site advertises this and it allowed me to complete the transaction without issue. I have received no follow up response, my orders were cancelled and the inventory amount listed on the website increased--meaning they are listing the amount of product I purchased, for sale again, further confirming they cancelled my order and do not wish to discuss. I continue to still want to purchase the flooring without a shipping charge.
Business Response
Date: 07/21/2025
Please see the attached explanatory documents regarding the customer's issue.Customer Answer
Date: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and am ceasing discussion.
Initial Complaint
Date:03/27/2025
Type: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.
Floors to Your Home falsely advertises free shipping on orders over $500, but when I tried to place my order, the website refused to honor it. I was forced to call customer service, where I spoke with ******* in customer service. He told me explicitly the owner is fully aware of this issue but has not fixed it!This is blatant fraud and a classic bait-and-switch tactic. I even have screenshots proving their false advertising, yet they still refused to make it ******** make matters worse, I chose cancelled this company over another flooring retailer, thinking I was getting a better deal, I missed out on inventory from another company that I originally planned to buy from. I did this believing Floors to Your Home would be the better option.Business Response
Date: 03/28/2025
Customer has been contacted and situation has been resolved to his satisfaction.Customer Answer
Date: 03/28/2025
*** the owner reached out to me and honored the price I was locked into. Thank you, ***! I will be sure to modify the reviews once the product comes in. I appreciate ***** quick response!Customer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. The Owner Reached out to me and honored the price I was locked into. I will correct all reviews to include the responsive nature of the owner.
Regards,
**** ******
Initial Complaint
Date:02/25/2025
Type: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.
We purchased discounted lot of vinyl planks from Floors to your home for $837.53. The boxes arrived to our home, we checked the boxes. They were in good condition. When the installer came install them, he opened the boxes one by one and noticed that the planks inside had broken lips. That is the mechanism where you lock the vinyl planks. I called and emailed the customer service (***** *******) from **********************. He said that they will compensate us with 1 box out of 13 boxes.we couldn't use the entire shipment. Had to purchase new flooring from the local floor company. Floors to your home is shady business with bad reviews. They owe me $837.53. They are not reputable business!Business Response
Date: 02/26/2025
Attached please find the complete response (11/4/24), with attachments and references thereto, to the customer's credit card dispute from November 2024. The customer's original order was placed 9/2024. The dispute from her credit card issuer was found in our favor on or about 11/5/2024. As can be seen on the dispute response and the original dispute information that the customer supplied, she had additional issues and claims over and above the alleged damage.Customer Answer
Date: 02/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ********Customer Answer
Date: 02/27/2025
This the proof, that the flooring couldn't be used although the boxes have been in tact.we had no interest in damaged planks? We lost the money the Floors to your home gained. Who is the one inconvenienced here?Customer Answer
Date: 02/28/2025
Letter from the installer regarding the damaged vinyl floors he couldn't instal.Customer Answer
Date: 02/28/2025
Letter from the installer regarding the damaged vinyl floors he couldn't instal.Initial Complaint
Date:08/16/2024
Type: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.
installers made a mistake with the installation. We have large movable island, the installers were to run flooring under the island but failed to do so. Even though the installers were told the island needed moved, and my on had already moved it to one side and would move it again once that part of the floor was finished, they answered "SI" but did not notify. Installers wrapped the floor around the island. The island is not in a place that will pass code- it is too close to the sink, not to mention it is not straight. The guy who measured was told the whole floor needed replaced. The company will not stand behind their work. non English speaking crew caused the issues. store owner directed us to installer manager who was very rude and non workable, wanted to charge the entire install fee again for them to fix their mistake.Business Response
Date: 08/19/2024
Unfortunately these facts are not accurate. Customer never told the measure tech they wanted flooring under the island so it was never included in the quote or on any paperwork. The installers on site don't control where to install the flooring. They follow what is on the work order which is built from the quote and the signed paperwork. After paperwork is signed by the customer and paid for, any changes would also have to be paid for. We regret the customer is unhappy, but we followed what the customer originally asked and exactly what the customer paid for.Customer Answer
Date: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.the installer was told that the island was moved and would be moved again, when they got to that section. The island is too big to move out of the kitchen and needed to be moved to one half of the room and then back again. the store measured the entire room and was not told to take the island out of the measurements. the store was told that both rooms floors needed to be removed, they did remove the bedroom floor but not the kitchen. an additional charge to remove the floor was paid. a second trip had to be made due to this. the second trip they installed the flooring around the island which is not what was asked for.we paid for ****** sq feet and the room is 12x11 plus a 4x4 pantry totaling 136 feet. this would cover the entire floor, however the installers did not cover under the island. so the flooring company over charged if not covering the island, furthermore the installers wanted to price ***** and charge us more than the original install to fix the issue.
Regards,
***********************Business Response
Date: 08/22/2024
Unfortunately the cusotmer does not understanding that flooring purchases must include waste since not every inch of flooring is able to be installed because of cuts. Again, communication with the installers on the day of install is not how we work. We must go by what is on the paperwork.Customer Answer
Date: 08/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
how much extra flooring did they think they needed? The sq footage was 132 including a section of the sink cabinets that they did not go under, and we purchased ****** sq feet. again, the sq footage measured for was the entire floor. Which they insisted coming out and measuring for and stated because if there is a mistake they were liable.My husband has laid many floors and stated he could have made this work, if their installers are wasteful, we should not have to pay for that. and at the time of measuring, it was stated the entire floor including the pantry. so, if they did not measure that way, again not our fault. but with all that said it seems the installers they used is the biggest issue. wanted to charge us almost the same price as original install to fix the issue and wanted us to purchase 3 additional boxes of flooring. And the manager of that install company was very rude.
Regards,
***********************Initial Complaint
Date:08/12/2024
Type: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.
We bought 141 boxes of engineered hardwood flooring from them. What we received are not we ordred. The color are not even, and what we received are scrapes and cuts. When I called to ask for return and refund, they claim it's cabin grade flooring. Although they did say cabin grade on the description, but how would I know what it means. I'm just a regular consumer, not a contractor. I talked to their sales ******* before I placed an order, I was not informed this is a cabin grade and how bad the quality is. Even for cabin grade, it should be 80% usable. But my floorer cannot install the floor even by following the instructions the company sent. Over 90% cannot be used. I request to send them back and get a full refund. They refused my request.Business Response
Date: 08/13/2024
Please be advised that we have attached a complete response to the customer's complaint with attachments.Customer Answer
Date: 08/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We are regular consumers, not contractors, and they are selling products that require professional knowledge. Very few retailers offer cabin grade flooring to regular consumers. They should have included more obvious warnings. None of the pictures on their website show uneven colors or indicate that the products may have scrapes and cuts. While they mention "cabin grade" in the description, there are no other notices or reminders. This is clearly misleading and deceptive to consumers, taking advantage of them. Even when I spoke with their sales team, I wasn't informed about the grade I was purchasing.
We request to return the materials for a refund. We are willing to cover the shipping fee and the 3% credit card charge, but we cannot agree to the 20% restocking fee. Alternatively, they could send us the standard flooring instead.
Regards,
*******************Business Response
Date: 08/15/2024
From the information previously provided, the customer clearly acknowledged the quality and grade of the merchandise that he/she was purchasing, however the customer failed to read the entire product page and/or any links to further descriptions, by their own admission.
In this particular case, we offered the customer the opportunity to return the order within our standard first quality no questions asked policy, even though the purchased material as sold AS IS with NO WARRANTY and NO RETURN provisions. Based on the customer's refusal of our offer, that offer is now considered withdrawn and cancelled.
Pursuant to electronic online purchases with a credit card, issuers require proof of acknowledge of our terms of sale. Customer had to acknowledge our terms of sale, in their entirety, prior to checkout.
Based on the above information, and the information, along with verifiable proof and examples, unfortunately we have nothing else to add to our response.
Initial Complaint
Date:04/08/2024
Type: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.
Purchased ***** sqft of LVP flooring from this store on March 18, 2024. We were told it was a major name brandArmstrong flooring. The flooring was advertised to be Floor Score Certified, phthalate free, with a lifetime warranty. After installation, we noticed a lot of off gassing from the product in our home. We also noticed an odd taste in our mouths while in the home unless windows were kept open. My two young children have had respiratory complaints as well. This led me to ask more questions about the manufacturer. Floors to Your Home cannot tell me who the manufacturer is because they dont know. They purchased it from a supplier who purchased directly from *****, ***************************. I asked how they would be able to verify the flooring certifications are factual vs illegal false labeling or that it was safe for my home. They said there was no way for them to verify these claims. I asked for a refund and they have refused. *** asked the owner of the store to call me to address this and he has not done so. Im left with flooring directly from ***** with no way to verify it meets safe flooring criteria or US regulations. Im seeking a refund and removal of this product.Business Response
Date: 04/10/2024
This customer has distorted the truth. We have turned this matter over to our attorney.Customer Answer
Date: 04/10/2024
Floors to Your Home owner, ******************* has had an attorney send me a letter demanding removal of my complaint. I was truthful in my claims, but cannot risk the financial consequences of having to defend myself legally.Initial Complaint
Date:03/11/2024
Type: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.
They have been running an add on the internet and I called about it. $1.59 for tulip wood flooring was what the ad said. The store said they did not have any of the flooring available, and I asked them if they ever had the flooring available or if this was just a bait and switch. They told me they would rather not answer. I told them they should take the ad down if it is not accurate, and they have not.Business Response
Date: 03/11/2024
We don't show any record of having an advertisement for tulip hardwood. Could you provide a copy of the ad so we could properly respond?Initial Complaint
Date:02/26/2024
Type: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 bought flooring from floors to your home and recently attempted to install it in my home. The flooring as I was pulling it out of the box was very cupped (this is a vinyl product with all rubber/plastic). I immediately called floors to your home where the customer service representative told me to install it anyway and it would flatten out. Well its been weeks now and the flooring has not flattened. I contacted floors to your home again so that we could come to a resolution, but the conversation has only devolved into a he-said-she-said around what quality of product that I bought. When I bought I scoured the webpages available to me and it seemed that I was getting a product that was good quality with a good warranty. According to floors to your home, this was not true. They claim that the product was b-grade (first Ive heard that term) and they said that there is nothing they can do. Floors to your home claims with no evidence that their webpage was clear and up-to-date (and that I was well informed), at the time that I bought the flooring, that the flooring was not first quality and factory overstock. This claim is not true. Additionally, no documentation (quote/recipt/etc) that I have shows the factory overstock status. Floors to your home either does not have documentation that says the product is factory overstock or is unwilling to provide it.Business Response
Date: 02/28/2024
This customer purchased B-Grade overstock material in 2021. B-grade or overstock flooring can sometimes be imperfect and that is clearly stated on the product page. Please see the attached screen shot of the product page I took last week after getting involved in this matter. During our correspondence I asked the customer what other documentation she needed or wanted other than the webpage regarding the product not having a warranty. She did not answer or clarify - also I am still wondering what documentation we would need to provide other than the product description on the products webpage. This product does not hold a manufacturers warranty and is sold as is. Floors To Your Home placed a 1 year structural warranty on this product to help but obviously that year has passed. The customer is stating that she was unaware that the product was B-grade at the time of purchase. Our sales people discuss this in great detail when these details becomes an issue at the time of sale and our product page clearly states what is going on with this product. When she reached out to us for help we were trying to offer solutions for her issue because the product is clearly out of the 1 year warranty and also could have imperfections. We are very sorry that the customer is having any issue at all and we would obviously like to satisfy all of our customers but unfortunately with no warranty there isn't a lot we can do to help other than try to offer solutions to help resolve the issue she is having with the flooring. The customer is saying that we dont have evidence that she purchased B-Grade or overstock material. What other evidence is there other than the actual products webpage of the product that she purchased? If a customer wont read the details on the product page we arent sure what else could be done. We are not claiming that the flooring is B-grade or overstock, we are telling you that it is with a product webpage that explains that in detail.Customer Answer
Date: 03/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My purchase in November 2021 Was made for flooring that was not marked with any indication of AS-IS status. The provided screenshot is a screenshot of the product as it exists on the businesses webpage at the current date. However, this webpage was not the same as when I purchased the product and when I purchased the product, there was no indication of it being a lesser quality product. On my receipt and on the pallet slip there is no indication that this product is of lesser quality, or covered by some alternate warranty. Floors to your home claims to go to great lengths to ensure their customers know what theyre buying, but in my case this status for this product was not made aware to me until there was an issue with the product. Seems very convenient that there is no indication of my purchase being an as is product until theres an issue with said product.
Regards,
*******************************Initial Complaint
Date:02/20/2024
Type: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.
Subject of Grievance: Disputed Transaction and Order Cancellation with "Floors to Your Home"On February 17th, I ordered flooring from "Floors to Your Home." Two days later, a representative, ****, informed me of an undercharged shipping fee, requesting an additional $211.48. I requested the company honor the original sale terms, as reflected in my receipt. However, they insisted on the extra fee. Seeking to understand my legal rights, I confirmed the transaction's authorization with my credit card company but discovered upon calling customer service that my order was canceled without my consent. ****, another representative, justified this by stating the company's right to select their clientele.To meet a crucial deadline, my father placed a new order, which was accepted. Yet, we were then told payment could only be made via wire transfer, a change communicated by *************************. The credit card transaction had already been authorized. This abrupt demand for wire transfer payment raises concerns about the potential receipt of damaged goods, limiting my recourse and highlighting inconsistencies in the company's policies and practices.Business Response
Date: 02/21/2024
See attached response to the complaint.Customer Answer
Date: 02/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
See attachment for response and proposed resolution.
Regards,
*****************************Business Response
Date: 02/22/2024
We have nothing more to add to our original response.Customer Answer
Date: 02/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Company has neglected to address the complaint or offer a resolution.
Regards,
*****************************Initial Complaint
Date:12/18/2023
Type: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.
On Nov 29th 2023, I purchased ***************** ************ Peppercorn Hardwood 5" Wide 3/8" Thick Engineered Wirebrushed Hickory Hardwood. SKU: SHHARD-PEPP, UPC: ************. I chose this product by using their website filters to select only GRAY toned hardwoods. They sent me BROWN **** Peppercorn Hardwood, SKU: SHHARD5-05003, UPC: ************. Not only did it arrive 2 days late, but they refuse to even acknowledge that they sent me the wrong product, even though I have irrefutable proof directly from their own website.Business Response
Date: 12/21/2023
Unfortunately we don't have any control over when it gets delivered once the product is in the hands of the carrier. They determine when they deliveries are made but we do apologize that you feel as though your order was delivered 2 days late. We are also very sorry that you feel that you received the wrong product. Unfortunately we did send you the correct product (SHHARD-PEPP) but we are sorry to hear that you were so unhappy with the color. That is why we offered you the ability to return the product under our return policy even though the product you purchased is cabin grade and not returnable.
All hardwood flooring comes from a tree and it is a natural product and it contains a natural color variation. Furthermore the variation can range even further with a cabin grade product like the one that was ordered in this instance. Even further there is no possible way for us to calibrate color on every computer out there. All of these reasons is why we highly recommend ordering a sample before making a final decision. A sample was not ordered in this particular case and again this is why it is so important to order samples.
Customer Answer
Date: 12/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They DID NOT send me what I ordered, which I have already proven with the *** numbers, pictures, and video of filtering by gray toned wood on their website. These people are scumbags and liars and should not be allowed to continue doing business. They have numerous complaints and bad reviews. I ordered gray toned, cabin grade wood SHHARD5-PEPP, which is supposed to have a mix of lengths, color tones and have some quality issues, also known as factory seconds. Which is exactly what I wanted. They sent me BROWN, all the same exact shade and tone, and all in perfect condition. No flaws, no color variation NO GRAY. BECAUSE, they sent me SHHARD5-05003, or **** 0288W05003. Also, they did not truly offer me a refund. They offered a refund minus a 25% restocking fee, minus the boxes I opened to check the color, and minus shipping fees, which would turn out to be almost nothing. I will accept nothing short of a full refund from these lying crooks.
Regards,
*****************************Business Response
Date: 12/26/2023
As we have explained previously the customer received the product that he ordered. Color ***** is Peppercorn and that name comes from the manufacturer. We have multiple Peppercorn products in stock and as I explained on the phone to the customer when we spoke our internal SKU's *** not appear on the cartons. The product that he ordered is real hardwood so it will contain a natural color variation. On top of that the product is a cabin grade product and that usually means it will contain even more color variation than normal. The customer also did not order sample and if color is very important it is vital to order a sample. The customer has filed a dispute with his CC so we be responding to that as well.Customer Answer
Date: 01/03/2024
This guy is such a complete ***** and liar, it's not even funny. Fortunately, he is too stupid to realize there is irrefutable evidence on their website that proves I am telling the truth, and that he is lying through his teeth. In his last response,he says the following:
"As we have explained previously the customer received the product that he ordered. Color ***** is Peppercorn and that name comes from the manufacturer. We have multiple Peppercorn products in stock and as I explained on the phone to the customer when we spoke our internal SKU's *** not appear on the cartons. The product that he ordered is real hardwood so it will contain a natural color variation. On top of that the product is a cabin grade product and that usually means it will contain even more color variation than normal. The customer also did not order sample and if color is very important it is vital to order a sample. The customer has filed a dispute with his CC so we be responding to that as well."
Let's break this down lie by lie.
Lie #1 - the customer received the product that he ordered
That is absolutely not true. I DID NOT ORDER the ugly medium brown ***** like he keeps falsely claiming. I ordered (GRAY) SHHARD-PEPP. Provided in the attachments, is a screen shot of my order for proof clearly showing the gray SHHARD-PEPP, NOT the ***** that they sent me. I will happily forward that email to anyone at the BBB that wants to see it.
Furthermore, please take notice that he admits they sent me Peppercorn *****, or ****-0228W*****, as it is labeled on the boxes that I sent them pictures of. This is in fact true, and is what I have been saying the whole time. But again, the problem is, ***** is NOT what I ordered. It is completely different than the SHHARD-PEPP that I ordered. This is easily and plainly proven in 2 different ways with information from their website.Below is a link to the SHHARD-PEPP that I ordered. It is Gray toned, Cabin Grade, and has color variation.
********************************************************************************************************************************************************************
Here is a link to the ***** that they sent me. It is medium Brown with NO color variation, and First Quality, NOT cabin grade like he keeps saying it is.
*******************************************************************************************************************************************************************************************
Lie #2 The product that he ordered is real hardwood so it will contain a natural color variation.
Lie #3 The product is a cabin grade product and that usually means it will contain even more color variation than normal."
Again these statement is true about the SHHARD-PEPP that I ordered, as you can see in the link above. But it is NOT true about the product they sent me, which is what he is referring to as I already explained. I am repeating myself in the hopes that it will get through to someones head this time.
Number 1, the product they sent me is not the Gray SHHARD-PEPP I ordered, it is the Brown *****. Number 2, the ***** has no color variation like he says, and Number 3, it is First Quality not Cabin grade, or factory seconds, which is what I needed for this job.
Finally, to further prove the point that I ordered GRAY SHHARD-PEPP and not Brown *****, I recorded a video on my phone using the filters on their website to select gray toned hardwoods, which is exactly what I did when I ordered it. As you can see in the video that I provided a link for below, the SHHARD-PEPP I ordered, is the first product that shows up on their website when you use the filters to search for "GRAY" hardwood. Here is the link to that video, which I included a link for in the file I attached to my initial complaint.: ******************************************
Again, what I ordered is not what they sent me. It was supposed to be SHHARD-PEPP which according to their website is Gray toned, cabin grade, with color variation. What they sent me, as he freely admits, is the *****, which according to their website is ************** first condition, and has NO color variation. I also attached pictures of the product they delivered to me as more proof.
At this point, I will not accept this complaint as being resolved under any circumstances. They have wasted countless hours of my time and money dealing with this problem that was 100% caused by them sending me a different product than what I ordered, and not only refusing to take responsibility, but lying repeatedly about it. I had to order new flooring from a different company, rent a truck to pick it up 2 hours away, and spend more money to install it, because I had to order real hardwood, not the click and lock I ordered from these jokers, because it was the only product I could find that I could get quickly that was in the right Gray color spectrum that I needed.
Additionally, I am going to consult with one of my lawyers that I get free from my employer, to pursue legal action against them for fraud, and for damages and expenses related to their mistake and lies.
Customer Answer
Date: 01/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This guy and this company are such complete crooks and liars, it's not even funny. Fortunately, he is too stupid to realize there is irrefutable evidence on their website that proves I am telling the truth, and that he is lying through his teeth. In his last response, he says the following:"As we have explained previously the customer received the product that he ordered. Color ***** is Peppercorn and that name comes from the manufacturer. We have multiple Peppercorn products in stock and as I explained on the phone to the customer when we spoke our internal SKU's *** not appear on the cartons. The product that he ordered is real hardwood so it will contain a natural color variation. On top of that the product is a cabin grade product and that usually means it will contain even more color variation than normal. The customer also did not order sample and if color is very important it is vital to order a sample. The customer has filed a dispute with his CC so we be responding to that as well."
Let's break this down lie by lie.Lie #1 - the customer received the product that he ordered
That is absolutely not true. I DID NOT ORDER the ugly medium brown ***** like he keeps falsely claiming. I ordered GRAY SHHARD-PEPP. Provided in the attachments, is a screen shot of my order for proof clearly showing the gray SHHARD-PEPP, NOT the ***** that they sent me. I will happily forward that email to anyone at the BBB that wants to see it.
Furthermore, take notice that he admits they sent me Peppercorn *****, or ****-0228W*****, as it is labeled on the boxes that I sent them pictures of. This is in fact true, and is what I have been saying the whole time. Again, the problem is, ***** is NOT what I ordered. It is completely different than the SHHARD-PEPP that I ordered. This is easily and plainly proven in 2 different ways with information from their website.Below is a link to the SHHARD-PEPP that I ordered. It is Gray toned, Cabin Grade, and has color variation.
********************************************************************************************************************************************************************
Here is a link to the ***** that they sent me. It is medium Brown with NO color variation, and First Quality, NOT cabin grade like he keeps saying it is.*******************************************************************************************************************************************************************************************
Lie #2 The product that he ordered is real hardwood so it will contain a natural color variation.
Lie #3 The product is a cabin grade product and that usually means it will contain even more color variation than normal."
Again this statement is true about the SHHARD-PEPP that I ordered, as you can see in the link above. But it is NOT true about the product they sent me, which is what he is referring to as I already explained. I am repeating myself in the hopes that it will get through to someones head this time.
Number 1, the product they sent is not the Gray SHHARD-PEPP I ordered, it is the Brown *****. Number 2, the ***** has no color variation like he says, and Number 3, it is First Quality not Cabin grade, or factory seconds, which is what I wanted.
Finally, to further prove the point that I ordered GRAY SHHARD-PEPP and not Brown *****, I recorded a video on my phone using the filters on their website to select gray toned hardwoods, which is exactly what I did when I ordered it. As you can see in the video that I provided a link for below, the SHHARD-PEPP I ordered, is the first product that shows up on their website when you use the filters to search for "GRAY" hardwood.Here is the link to that video, which I included a link for in the file I attached to my initial complaint.: ******************************************
Again, what I ordered is not what they sent me. It was supposed to be SHHARD-PEPP which according to their website is Gray toned, cabin grade, with color variation. What they sent me, as he freely admits, is the *****, which according to their website is ************** first condition, and has NO color variation. I also attached pictures of the product they delivered to me as more proof.
At this point, I will not accept this complaint as being resolved under any circumstances. They have wasted countless hours of my time and money dealing with this problem that was 100% caused by them sending me a different product than I ordered, and not only refusing to take responsibility, but lying repeatedly about it. I had to order new flooring from a different company, rent a truck to pick it up 2 hours away, and spend more money to install it, because I had to order real hardwood, not the the click and lock I ordered from these jokers, because it was the only product I could find that I could get quickly that was in the right Gray color spectrum that I needed.
Additionally, I am going to consult with one of my lawyers that I get free from my employer, to pursue legal action against them for fraud, and for damages and expenses related to their mistake and lies.
Regards,
*****************************Business Response
Date: 01/04/2024
The customer stated in his rejection that he will not accept this complaint as being resolved under any circumstances so I am not really sure what else there is to say on our end. The customer was sent the correct product. As we have explained a number of times color ***** is Peppercorn determined by the manufacturer. We have multiple peppercorn products in stock and and we have explained our internal SKU (SHHARD-PEPP) may not be reflected on the cartons. The customer is referencing SKU and codes that are not even in our system. ****-0228W***** is not a product in our system at all. The product is a cabin grade product and we are not sure how the customer would be able to come to the conclusion that it is first quality. The product does in fact have color variation because the product is real hardwood - real hardwood comes from an actual tree and will always contain natural color variation. That is not a company policy or anything like that - that is just an actual fact. The customer stated "I had to order new flooring from a different company, rent a truck to pick it up 2 hours away, and spend more money to install it, because I had to order real hardwood, not the the click and lock I ordered from these jokers, because it was the only product I could find that I could get quickly that was in the right Gray color spectrum that I needed." The product he ordered (and what he received) is real hardwood and it is a tongue and groove product which you can clearly see in the pictures he sent us. That means that product is not click and lock - not sure how the customer is coming to the conclusion that it is click and lock. In conclusion, as we have stated before, this customer did not order a sample and if color is very important in your decision making process it is very important to order samples.Customer Answer
Date: 01/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This guy is the most stupid lying sack of s*** in the world. The proof and evidence of everything I have said in my complaint is right there in front of everyone's faces on their website. Everything he says is a lie and a contradiction that anyone can see if they take 2 minutes to look at the information I sent. I included pictures of the model number of the wood that they sent me and he claims that it is not a product that they carry!? I guess I went out and purchased it from somewhere else to take pictures of it?! What an absolute asshat of a fool this guy is! It is painfully obvious that he is either the dumbest tool in the world to keep lying when the proof is right there in front of his face on his own website, or he hasn't bothered to look at any of the links or other information I sent. Bottom line is, SHHARD-PEPP and the ***** are NOT THE SAME PRODUCT!!!! FOR THE LAST TIME YOU **************, I ORDERED ******-PEPP (****)!!!! CABIN GRADE!!!! AND YOU SENT ME ***** (BROWN) FIRST QUALITY. LOOK AT THE LINKS I SENT FROM YOUR OWN WEBSITE!!! LOOK AT THIS PICTURES I SENT AND STOP LYING LIKE AN IDIOT!! I'm going to *** you for anything and everything I can regardless, so enjoy your stupid lying life as your company goes out of business. I bet you father is really proud of his stupid lying son that is ruining his business and family name.
Regards,
*****************************
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