Customer ReviewsforFLOFORM Countertops

We ordered countertops from FloForm Victoria in March 2023. We are very disappointed with the way our situation was handled by management. Our order did not arrive on the scheduled day of install. They found it and booked an appointment a week away. We were without access to water, sink and our stove in our kitchen, as they were all disconnected. They would not compensate us for not having our sink, stove etc. hooked up again so we could use our kitchen while we waited that extra week. Even though this was entirely an error on their part they said they would not give us a "discount".

We unfortunately had to delay the install of the customer's countertops. Their countertops were supposed to arrive from our fabrication plant the night before the install. We discovered the next morning that the tops were not on the load with the other countertops. We called the customer right away to let them know that we wouldn't be coming because the countertops were missing and we were trying everything to find them. We located them finally at a different branch. Our shipping department at our fabrication plant made an error and shipped them to the wrong location. They were very upset when we called and couldn't understand why we didn't know exactly where they were. **** ******** ** ** ****** ******* ***** ***** ******** **** ** ***** ** ******* **** ** ************* ****** **** *** **** ******* ** ****** *** **** ****** ** **** ***** ***** ********** *** ** ***** ****** *** **** we needed to get people at different branches to help locate the countertops. We had to delay the install by a week because of the logistics of getting the countertops shipped back from the incorrect branch. They demanded that we pay them **** for every day it was delayed. for a total of ******* They didn't indicate that this was to cover extra costs but just that they wanted that amount because we had a warning on our paperwork that says there is a **** charge if we come to site and the site isn't ready for install. We tried to explain that this charge is to cover vehicle and crew costs for the wasted time if they go to site and things aren't ready and that it isn't charged if the customer just has to cancel ahead of time. They never mentioned that they were out money because of an extra plumbing bill or anything like that. They only mentioned wanting **** ** because they thought it was in line with our terms. I denied paying this to the customer. I will reach out to the customer and see if there was an extra plumbing bill or anything like that and offer to take care of that for them. Please let me know if you have any questions or would like clarification of anything. I can also forward email correspondence regarding their requests as they made those in writing.

We sent a lengthy email to Floform on 24 Mar 23 explaining our situation and frustration. The tone was not hostile and at no point did I “demand” anything ** **** ******* **** ** **** * ***** *** **** ******* ** *** *** ***** *** *** ******* *** ** *** *** *** **** ** we are asking for a refund of $1,925.00 for the inconvenience of having to set up/tear down our kitchen again for a week and the company’s absolute lack of ability to keep us informed. Floform would have charged us $275.00 had our job site not been ready so it seems reasonable for Floform to reimburse us for their inability to complete the job as promised. 7 days X 275.00 = $ 1,925.00.” * *** ****** ** **** *** ***** **** *** **** **** ***** **** *** *** ** **** ** ***** **** **** ***** **** ******* ** ** * ******* *** ************ *** *** ***** **** ** *** ** ** *** *** ***** ***** * ******** ******* ** **** **** **** **** **** ** ***** ** **** ** *** ***** ****** ** ** **** *** ****** ** *** ** ** ***** **** **** ** ************ They could have said yes your purchase order number shows your counter-tops were fabricated on .... and our records show they were shipped .... Instead all anyone would say when they would take our calls was that they were looking into it and would get back to us. We were wondering if maybe our order had not been processed at all and we would have to get back in line to have them made up which could be a couple more months of waiting. ** **** **** ***** ** *** ****** ***** ** *** ******** ** ********* ** **** **** ********** ***** ** ** ******* ***** ** *****  Should we put out kitchen back together or would they show up the next day. ** ******** ** ******** *** ***** *** ** ** ************ *** ****** *** ****** ****** **** *** *** ******* ******* *** ********** **** *** ******* ***** *** ******* ******* ** **** ****** **** *** *** *********** ******* **** *** ***** *** ****** **** ****** **** *** ****** **** ** **** ***** *** *** ***** *** ****** *** *** **********. We just had new floors put in so moving a stove made me worry that the floor could be damaged. Everything was piled on top of tables and chairs and even the sofa. I have a large kitchen, lots of drawers. *** *** ************ **** **** ***** ***** ***** *** ***** **** *** **** *** * * **** * ****** *** ****** *** *** ** * *** ** *** ** ******* **** ** ******* **** **** *** ***** ****** ***** ** *** * ******* *********** *** ***** ** ***** ** ** ******** *** *********** ****** **** ** *** ******* ** *** *****  When this happened and we could get no information we decided out of desperation to try and hook up our sink again. ** *** ** **** ** *** ******* *** **** *** ***** **** ** **** ****** ** *** ** *** ***** *** ** ******* ******* *** **** ** **** ********** *** *** ** **** *** *** ****** *** ** *** * **** ** ***** **** **** ** ** * ******  I wish Floform had asked us what they could have done to help us. Having met the installers and seeing how nice they were for the install I’m sure Floform could have arranged for them to come by and help us for half an hour. We are in our sixties and I am not the strongest person in the world to help carry heavy counter-tops. **** *** **** ******* ** *** ** ** ******* *** ***** ****** ****** **** *** ****** * ****** ******* *** ******* *** ***** **** *** ** ****** ***** **** **** * ******** **** ******** ** **** **** ****** * **** ** * ******* *** ****** ******** ******** *********** *** ** ******* **** ********* **** * **** **** ******** **** *** **** **** ** ** **** ** ** ***** ******** *** ***********  Then we waited a week and did this all over again. **** does not seem to recognize the physical work this situation caused us not to mention the frustration. This situation was entirely a mistake on Floform’s part, we did nothing but order $9,000.00 worth of counter-tops from them and expected a seamless experience. **** ****** **** ** ** *** **** ******* ***** ****** ***** ********* ***  I feel our time and effort is just as valuable as a mover or a cleaner or a plumber. This is from the email I sent **** on 28 Aug 23 and have heard nothing since. “It's difficult to put a number on the amount of time, effort and frustration caused by the way our situation was handled. I am asking for compensation of $500.00 which will at least demonstrate that Floform recognizes what we went through”