ComplaintsforBest Buy Flooring, Inc.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased hardwood flooring for two rooms in my house. I made my first payment in July of 2022 ($2556.41), the floor wasn't installed until September and I made my second and final payment in October of 2022 ($2556.40). Once the floor was installed I noticed that the wood was chipped and there were spaces in between each plank on about 90% of the floor in both rooms. It took over a month for an inspector to come out who agreed that the floor looked bad and needed to be replaced. It wasn't until January of 2023 that the bad floor was pulled. Once the new boxes were opened we noticed that a lot of planks were cracked and had small holes all the way through on the planks, some pieces were very smooth and others had texture to them. I talked to the manager, ***** about this issue and he told me that this is what I chose. One thing he would do is pay the installer extra to look through the boxes to make sure that no bad pieces were put down. This is brand new hardwood fresh out of the box why would this need to be done? Also, the wood isn't stained all the way through so when the planks are connected you can see the natural wood color, the ends aren't lining up and some pieces are thicker that the other. A touch-up marker is being used on the wood to try to hide the unstained wood. Again, why would you need to do that on brand new hardwood fresh out of the box? Got a call from *** at the store and without asking any questions, he started by saying we are not going to replace the floor, we installed it once, we spent $10, 000 dollars on this floor and we need to wrap this up. He said we are not going to replace the floor just because you don't like it and the manufacturer said that this is what the wood is supposed to look like. So instead of admitting that this is a another bad batch of hardwood. the store is blaming me saying that this is what I chose. I was told that I couldn't get a refund. Now, we are in March of 2023 and I still don't have a floor or a refund.

  Business response

  03/22/2023

  Dear Better Business Bureau,

  This letter is in response to the complaint filed by our customer Ms. ********* ****.  As she indicated in her complaint, she purchased hardwood flooring from us that was initially installed last year.  Following the installation, she contacted us to inform us that she had noticed defects regarding the installation.  Although it took a bit of time, we hired a certified flooring inspector to inspect her hardwood floor.  The inspector informed us that, while there did seem to be some defects in the hardwood, Ms. ****'s complaint was primarily centered around errors made by the installation crew.  We agreed to replace the floor at the store's expense.  Although it took some time to begin the replacement, the floor was a special order item that required time to be received.  Additionally, we felt it best to wait to replace the floor until after the holiday season so to cause as few disruptions at Ms. ****'s home during the holiday season as possible.

  Following the holiday season, we began installation of the replacement floor.  Unfortunately, Ms. **** identified characteristics of the floor with which she wasn't happy.  These included worm holes in the wood and stain that failed to reach the end of some of the planks.  Although worm holes are a natural characteristic of hardwood, we ordered additional boxes of the floor so that our installation crew could sort through the boxes of the floor and discard the pieces with the most worm holes.  Additionally, the foreman of the installation crew informed us that he believed he could use stain to color the boards that contained the stain issues.  While the replacement of the floor has taken several weeks, we have been doing our best to accommodate Ms. ****'s schedule by working primarily on Saturdays. 

  During the installation of the replacement floor, Ms. **** has informed us that she is still dissatisfied with the product and only this week informed me that she would like a refund. I informed her that we need to work with the distributor, who in turn needs to work with the manufacturer, to address Ms. ****'s concerns.  We informed Ms. **** this week that it would be very helpful if the distributor's representative could inspect the floor, which is common in the flooring industry when issues are identified with a product.  I have reached out to the distributor's representative to see if he can work around Ms. ****'s schedule by inspecting the floor this Saturday.  I am currently awaiting his response.  Following his inspection, we will proceed with all deliberate speed to identify a resolution to Ms. ****'s concerns, up to and including a refund.  At this moment, we are waiting to hear back from the distributor's representative regarding the inspection.  As soon as I hear back from him, I will let Ms. **** know.  I have been in contact with her, except for the past week and a half, during which I was out of town.  Please consider this matter as continuing toward a resolution.  

  Sincerely,

  ***** ******

   

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased and they installed kitchen flooring for me. I purchased the flooring about 15 months ago. I paid $2100 for flooring. Now it is coming up. The installation was bad. They sent the installer. Now they won't have anything to do with it. They said they would repair it but they would charge me for it. There was no warranty on the flooring or installation.

  Business response

  11/08/2022

  Dear Better Business Bureau, 

  As *** ***** mentioned, he purchased flooring from us last year, which we installed in August 2021.  It is our practice to provide our customers with a one-year installation warranty.  He contacted us last Friday, November 4, 2022, and informed us that he was experiencing a problem with the floor.  When we inquired as to the nature of the problem, he said that the floor was fine, but that he was having an installation-related problem.  We explained that he was provided a one-year warranty on the installation and that it was now 15 months after his flooring had been installed.  We informed him that we would be glad to have the original installer get in touch with him to perform a repair, but that the installer would most likely charge for the repair.  *** ***** was dissatisfied with that answer.  When he began to use profanity, we ended the conversation.  He phoned the store again and it was again explained to him that he had been provided a one-year warranty on installation.  Because it is now 15 months after his floor has been installed, he will need to pay for the repair.  

  Sincerely,

  Best Buy Flooring

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought carpeting from the Best Buy on Florissant in St. Louis, Mo. The carpeting is defective. I had the store come out and they said they would not replace it. The person that came out even said it was defective. There are creases in it, the padding is crumbling. The carpet color has changed. They said they would replace place it but I would have to pay for it. I paid approximately $500 for the carpet.

  Business response

  07/12/2022

  Dear BBB,

  
  

  This email is to respond to the complaint of **** **** regarding carpet she purchased from Best Buy Flooring (complaint ID ********).  As Ms. **** claims, she did purchase carpet from the store.  However, that purchase was made several years ago, on June 2, 2018, without any express warranties (see attached invoice).  Additionally, her invoice does not reflect that she purchased installation services from the store.  Furthermore, her invoice does not reflect that she purchased any pad from the store.  No one from the store has been to her home to inspect the carpet.  Moreover, she paid $150.00 for the carpet, not $500.00.  As Ms. **** stated, she was informed that if she would like to replace the carpet, she would need to pay for it, and that is still the case.  This concludes Best Buy Flooring's response to Ms. Neal's complaint.  If any additional information is needed, please let us know.

  
  

  Sincerely,

  Best Buy Flooring, Inc.

  **** ** ********* ***** ********** ** ***** ****** ***** ******** **** ***** ******** ****** *************************

  Customer response

  07/18/2022

  Complaint: ********
  
  I am rejecting this response because: their response was incorrect.  The carpet is disgraceful.
  
  
  
  Sincerely,
  
  **** ****

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