ComplaintsforThe Wood Floor Store, LLC

• Initial Complaint

  02/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased flooring from the Wood Floor Store. The product code matched exactly yet we DID not receive the correct flooring. We notified the company immediately. the warehouse manager immediately refused to take the product back since the boxes had been opened. In order for the hardwood to acclimate, the boxes had to be opened. We followed recommendations on the mastercraft website. Referencing the WFS warranty that they have posted on their site, it states that "it is the owners responsibility to inspect the wood prior to installation." I explained this to the employees but they remained firm in their response. I have requested the warranty and return policy multiple times, from multiple employees, but have not received them. In fact, when the manager finally reached out, she stated that they don't have a "written return policy". This company DID NOT inform us of any return policy or provide the warranty before, during or after purchase. The pictures and videos show that the flooring we received is NOT the same color, finish or quality that we chose yet they all ignore that fact. We were offered a very low discount after continuing to press for a refund. We decided to accept the offer after realizing that they were not going to correct their mistake or their distributors mistake. Once I inquired about the refund and when it would be mailed, the manager stated we must sign a release. We don't feel it's necessary for us to sign a release as we are not at fault. We did not receive a warranty or explanation of their unwritten return policy. We received the incorrect floors despite the name, code and quaintly being the same. We contacted the store immediately and they offered no assistance. The owner doesn't return calls. We were forced to install flooring we did NOT chose as we could not afford additional flooring. We paid THOUSANDS for floors that we did not chose but are forced have to live with because the WFS refused to do what's right

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/07) */ Mrs. ******' assertion that she did not receive the correct flooring is incorrect. She called our store requesting a price on one of our products. She provided the name of the product to our sales associate. Mrs. ****** never visited our store to view samples and verify that it was the color, finish, and quality that she called requesting. At no point did Mrs. ****** take issue with finish or quality of the product that she received. The only concern expressed was with the color of the material. This entire transaction was completed over the phone. The Wood Floor Store does not provide delivery service for purchased materials. The customer offered and paid our Warehouse Manager to deliver the hardwood during non-working hours and outside of the business. Mrs. ****** was present at the time of delivery. The customer called the store the following day and said that she thought she had received the wrong product because the color looked different. After checking the paperwork and verifying the name, color, and item code on the material that was delivered, it was determined that she did in fact receive the product color, finish, and quality that she called requesting and ordered. After discussing the product, she asked to return it. After being informed that she could return any unopened cartons, Mrs. ****** informed us that they had ripped open all 53 cartons of material, removed each piece of hardwood, removed the protective paper between every layer of boards in each carton and discarded both the cardboard and paper. In this condition the material is no longer resalable because it would have been required to be returned in individual pieces and not original packaging. For this reason, she was told that it could not be returned. In an effort to appease Mrs. ******, Wood Floor Store LLC did offer a small discount. Wood Floor Store LLC made the offer of discount while requesting that Mrs. ****** and her husband sign a release form preventing any further pursuit or action related to this complaint. The discount was solely a good-will gesture from Wood Floor Store LLC and was only offered as an attempt to alleviate Mrs. ****** dissatisfaction with her purchase. The discount was refused, and Mrs. ****** continued to request a full refund or full replacement. Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from The Wood Floor Store is unacceptable. As I have explained, we did NOT receive the flooring product we chose for our home. We found a sample of "Carrabelle Birch Hand Scraped Solid Hardwood - Toffee" at Wolde Flooring in Huntsville, AL. The Wood Floor Store provided this flooring sample to Wolde FLooring. We loved the sample but after discussing the price per square foot we decided to continue looking for more affordable flooring. However, after searching, we could not find flooring comparable> We really loved Carrabelle. I In a last ditch effort, I decided to search online to see if we could find Carrabelle Birch Hand Scraped at a lower cost. I was pleased to find the product online and in a store in Alabama. I called the Wood Floor Store immediately and I spoke with ****** She and I discussed the product. The product was verified by my personal pictures of the sample, Product name, species, color, and product availability (20,000 square feet at that time) Also, The Wood FLoor Store was the ONLY store to sell this exact flooring. With all of these various confirmations, I didn't feel pressure to visit the store because the product was verified multiple ways. ***** did not recommended that I visit the store either. It is common for wood to have slight variation in color and in graining but I felt confident that we would be receiving the product we chose and it would be beautiful. I was excited to learn that the Wood Floorings price per square foot was in our price range. When we decided to purchase, we first paid a deposit. We paid the remainder close to install date. We planned to pick up the flooring ourselves by borrowing my parents trailer. However, the week before installation, and the time we planned to get our flooring we had snow and ice in the forecast. We live a little over an hour away from the Wood Floor Store and so it was not feasible to attempt that trip. We were unable to reschedule the date for that week due to my husbands work schedule. Knowing we were nearing install date and the flooring needed to be acclimated, I called the Wood Floor store and asked ***** if they delivered. Kasey stated "we have someone that works here that does it on the side" Soon after our phone conversation, ****** the Warehouse Manager (and managers husband) called me to set the delivery up. ****** delivered the flooring on Saturday January 8,2022. Not once did ****** inform me of the return policy or our warranty. He did not offer any information regarding acclimation. It didn't seem odd to me at the time but looking back now he should have made me aware. He is after all the warehouse manager and the managers husband and with those facts he was negligent in informing me of their policies. ***** did not inform me of a return policy or warranty. With four days until installation, I researched the proper way to acclimate solid hardwood. I performed the steps from "the Master's Craft Flooring Company" after watching their tutorial. I was not able to open all 53 boxes the first day, it was a process. I did NOT "rip" open the boxes. I carefully opened each box and removed the plastic barrier between each piece of wood. I stacked the wood exactly as it was stacked in the box and cross stacked the boxes as recommended from the site. I noticed the flooring was not the same and I contacted ***** by email and test message on January 9 ,2022. In these messages I sent her pictures and videos. Initially she seemed helpful but it quickly changed and she told me they would not take the flooring back once the boxes has been opened. Again, I was never informed of this. ***** said she would forward my information to ******* ****** was not helpful and was rude. As I mentioned, he was cold and to the point. Zero customer service. I could tell that he was not willing to budge as he refused to transfer me to the manager or give me the owners contact info. I continued to text him and send pictures of the flooring. I explained to him that the color/stain, finish and quality was not the same. ***** ****** is incorrect, I explained to ***** and ****** that the stain/color, quality and finish was not the same. On January 10,2022 at 4:55 I am discussing this exact issue in a text message with ******* I state the color/stain, finish and quality is not the same. I have NEVER stated that the issue was "just the color". NOT ONCE, has anyone from the Wood Floor Store offered to see the product for themselves in person. I have invited them to our home. They remain firm with stating that they cannot take flooring back once boxes are open yet they do NOT have a written return policy - per ***** ****** - AND we were NEVER informed of a return policy. In addition to the above, I was not provided a warranty even though I have requested it also multiple times. However, I located the warranty information on the Wood Floor Stores website. It specifically states "it is the responsibility of installer, and homeowner, to inspect the wood, prior to installation." Boxes have to be opened for the homeowner to inspect the wood and boxes have o be open in order to acclimate the wood correctly. As I stated previously, I was extremely intentional when verifying that the sample we got from Wolde was the same flooring from the Wood Floor Store. The sample at Wolde was supplied by The Wood Floor Store, Therefore, anyone who chooses that sample will get the wrong product. Wolde is aware of the drastic differences in the sample and what we received. Wolde has stated that they will require a new sample if the Wood Floor continues to provide that product because it is NOT the same. It is the Wood Floors responsibility to ensure that their samples, the ones they set in stores, match the product they will be selling to customers. The Wood Floor store did a pathetic job when it came to customer service during a problem. It is obvious the sample and product are not the same but it does not matter to them. They offered nothing. It was only when I continued to call, text, and send pictures that we were offered the very low so called "good-will" gesture. We spent thousands on a product that we didn't chose and this company did not provide any resolution initially and eventually offered only pennies in comparison to what we paid for regarding the wrong floor. Why not contact the distributor? Why not come to our house and see it in person? They simply do not care. As I mentioned before, I contacted them immediately regarding the product. I spoke to ***** and ****** several times. I spoke to ***** ****** on the phone twice before installation date. They had multiple opportunities to attempt to correct the problem but they chose, and still are choosing, not to. During an already stressful situation, we found a product we loved. I verified this product with ***** at the Wood Floor Store. We received the wrong product OR the distributor has changed their product. Either way, the fault is not ours yet we are stuck living with this floor that we did not choose and that we do not like. Beyond disappointed. Business Response /* (4000, 10, 2022/03/23) */ The customer received Carrabelle Birch Hand Scraped Solid Hardwood in the color Toffee. This was confirmed with the item code on the cartons. The customer states that they were "extremely intentional when verifying that the sample we got from Wolde was the same flooring from the Wood Floor Store", yet they handled every piece of hardwood in every carton before voicing any concern about whether or not they had received the correct color. These two actions are hard to reconcile. We do wholesale hardwood to other retail stores. We provide them with hand board samples. We do not provide large hanging samples for them. They may choose to make the larger samples themselves. It is the customer's responsibility to verify they have received the correct product. First, they should verify the item number on the carton. If this matches, they should open one carton to confirm the color and character of the hardwood is correct. If the customer determines they have the correct product, they should continue to open cartons for installation. However, if the customer believes they have the wrong product or something is wrong with it, they should stop and contact the Retailer immediately. THEY SHOULD NOT OPEN EVERY CARTON AND REMOVE ALL PROTECTIVE LAYERS OF PLASTIC FROM EVERY CARTON. It is the installer's responsibility to make sure that proper acclimation has taken place, that installation environment is acceptable, and to inspect the boards throughout the installation process for material manufacturing defects. Had the customer opened one carton and determined that the color was wrong, we would have taken the order back with a full refund. Unfortunately, all of the cartons were opened and pieces of the cartons were discarded. The protective layer between the individual boards was also removed and discarded. Because of the condition of the packaging, the product could not be returned without damage to the boards and was no longer resellable. We are very sorry that the customer is unhappy with the flooring, but we sold them the product they requested. We would have taken the product back if it had been in the original packaging. They initially wanted to return the product, which was not an option given the explanation above. However, we did offer a good-will gesture in an effort to assuage the customer's unhappiness. The flooring was installed 4 days after delivery. The customer states that no one from Wood Floor Store has been to view the flooring in her house. We were not made aware that the flooring was installed until after the installation was completed. At that point there was no good reason to try and schedule a time to view the material. When the customer chose to install the flooring, this matter was closed. They accepted the material and willingly installed it in their home. Again, we are sorry that the customer isn't satisfied with the selection that they made. Our goal is for every customer to be happy with their purchase and return for future business. We know that the flooring that the customer purchased will serve them well for years to come.

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