ComplaintsforBaker Bros

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found my desired flooring at Baker Brothers.The salesperson told me it was back-ordered until August and I should order quickly to be sure to get it in time, so I did.I didn't need it until the end of the year but I wanted to be safe.I gave them my measurements and purchased 3453 sq ft. totaling $18,816.16 The salesperson suggested we also have their guy measure for an extra charge of $75. to be safe since the flooring was back-ordered and didn't want to be short.After the measurement the Salesperson came back with a new figure (3824 sq ft), so she said that I needed an extra 371 square ft added to my order.Then she said she forgot to add the trim pieces that I needed for the installation. We can't install it without the trim pieces.The new invoice totaled $3955.86 (including $75. measure fee).The flooring arrived very early.Once I saw the trim pieces I told her they reminded me of 1970 and I was not putting this in my new custom home.She said it's not returnable.We just installed the flooring 2 weeks ago without the "needed trim pieces" EVERYTHING ON THE SECOND INVOICE WAS LEFT OVER, EVERYTHING! 371 sq ft plus the trim pieces.I did not need the supplemental flooring. I WANT A REFUND THE COMPLETE SUPPLEMENTAL ORDER THAT I DID NOT NEED $3955.86 After reading other yelp reviews and the SAME complaints, over-sold product and not able to return it, I realized this was a bad business practice and a way to up their sales.Another person said they were told Baker Bros adds 10% to an order, which it EXACTLY what happened to me, via the supplemental invoice.I wrote them and told them I needed to return the excess because their measurement was way off and that's on them!They responded with, "Sorry, try to sell it on **** or ******** market place"

  Business response

  04/15/2024

  We provided all that was ordered. The customer waited 6+ months to request a return of material. While our contract states that it is special order and cannot be returned, the vendor would not do an accomodation after such time. In addition, since we did not install the material, we can take no liability for what was installed and the method or layout that it was or was not installed. We have reviewed this before and supplied the same information.

  Customer response

  04/25/2024

  What do I need to do to get this complaint back on track? I emailed my response on the 20th-- 2x with NO RESPONSE. I had noway to respond on the site.
   
  I feel that I explained very well what happened with Baker Bros and their bad business practices.
  Baker Bros took almost 2 weeks to reply.
  I never received your email dated 4/15. BUT I did respond on the 20th, via email, which is 5 days, as required. 
  There was no link for me to respond via your site.
   
  This is very upsetting to duped like this. and they do it all the time, based on other online reviews.
  Below is my response in Red. 
  Baker Bros in black.
   
  *********************************
  ************
   

  Business response

  04/25/2024

  We provided all that was ordered. The customer waited 6+ months to request a return of material. While our contract states that it is special order and cannot be returned, the vendor would not do an accomodation after such time. In addition, since we did not install the material, we can take no liability for what was installed and the method or layout that it was or was not installed. We have reviewed this before and supplied the same information.e...

  Customer response

  04/26/2024

  I ordered what I needed for my house. My measurements were correct. Baker Bros called me to "ADD" a supplemental order of $3955.This was done AFTER they had their person come to measure ($75.). 371 sq ft plus trim pieces they said I "Needed" to do the install.They told me I needed to get this ordered ASAP or I would be short, as supply was back-ordered. Fear tactic! I didn't need any of it!AND my flooring was NOT a special order.  It's regular product that is on display in their showroom. They could sell this to another customer. I didn't pick it up until the end of the year, as they knew I didn't need it until the end of the year, as it was a new build. Just a way to boost sales.My flooring was not a special Order. It is on their showroom floor, everyday flooring that they sell, and if they wanted to make things right - they would take it and re-sell it. This verbiage is in place to boost sales. My square footage does not change due to layout or method of install. This is what BB has said on other sites too. It's his standard response.This is how they get away with forcing consumers to buy more than they need. The tell them they need it, when they DO NOT need it. Basically a forced sale.As a consumer, I depended on their expertise in the flooring business. I had no reason to NOT believe what they were selling/telling me about my flooring needs.The complete supplemental order was not needed and it sits in my garage.They need to refund my $3955. The entire Supplemental Order with No restocking fees. I will gladly drop the flooring/trim pieces at the store.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a luxury vinyl floor from baker brothers. During the sales process we were told all pieces would lay flush. We made arrangements for installation and to be gone during this process as we could not stay in our home. Upon return the product was not as described during the sale. The floor does not lay flush on the stair noses. We communicated our concern with Baker Bros and were told that the top stair would not be able to lay flush unless we installed the pieces in a way that was not recommended and would end up voiding our warranty. This was not communicated to us upon purchase and would have changed our purchase decision. We have requested full refund but the company has not offered any resolution.

  Business response

  02/15/2024

  Tell us why here...Luxury vinyl is designed to appear very much like hardwood at a substantially lower cost. We have installed hundreds of thousands of square feet for our customers with very little issue. We have reviewed the project both visually along with numerous conversations with your husband, and it clear that the stair noses were installed incorrectly by the installer you independently hired to do the project for you. Your husband concurred with that on the phone as late as this morning. We provided 100% of the products your reviewed and purchased from the showroom sample, nothing different. There are not 2 different colors and the "layered" issue you mention is because your installer installed a flush stairnose as an overlap stairnose, which is not the way it was designed. We cannot take responsibility for that error, as you did not contract to have the installation done by us. We understand you are unhappy, but we totally disagree with your characterization of our company operating without integrity or care. For 79 years we have been taking care of our customers and it is also one of the reasons we recommend contracting with us for the installation. Your installer should have reviewed the installation instructions available on the manufacturer's website. You may re-order new stairnoses and have the installer install them correctly do give you the finished look you were trying to achieve.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/23/23 I purchased tile flooring from Baker Bros to be installed throughout my home (tile was Vertuo 12X24, Maestro Matte color). On 11/6/23 when the installers started installation they informed me that the tile was not flat & they couldn't install it. They took samples back to their installation manager who called me and told me the tile was fine and he was sending different installers the next day. I expressed my concern to him as well as the salesman about moving forward with installation but was told the tile was fine. Tile installation was completed on 11/16/23 at which time I noticed many of the tiles were not flat and the edges were sticking up making it uncomfortable to walk on, as the sharp edges were digging into my feet. I immediately notified the salesman of the issue. I have requested multiple times to have the issue repaired. Baker Bros has told me they will re-grout but that the tiles "are within manufacturer specs". I met with the installation manager at my home on 11/21/23 and 1/5/23 and he stated this is how this tile is manufactured and is not guaranteed to be flat by the manufacturer. He also stated this tile has straight edges, rather than beveled, which makes it more noticeable when walking on it. At no time during the sale process was I informed that these tiles were not guaranteed to be flat or that different tiles had different types of edging and that these would be sharper to walk on. I now have flooring throughout my house that is uncomfortable to walk on. I feel Baker Bros was not forthcoming with the known possible issues with this tile at the point of sale. Had I known of these issues, I would not have purchased this tile. They are stating they will not replace any of the tiles as they "meet industry standards", despite the initial installers stating the tile was too uneven to be installed. I would like the uneven tiles to be replaced.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TRANSACTION occurred OCTOBER 30th, 2023 I purchased flooring as a prior customer of **********************. The ********************** representative came to my home for measurements and provided me with the information/amount of purchase needed for the project. I asked to have 2 boxes extra ordered. I did not complete the master closet. And I did not choose to have Baker Bros. install the flooring due to their high cost estimate. After completing the project, I am still remaining with 13 1/2 boxes of the flooring product, which is clearly in excess as of what was needed.I am willing to keep back 6 1/2 boxes of the flooring (which still leaves me with 7 boxes of material. I am willing to keep the extra 4 rolls of underlay and the transition pieces. YET, 7 boxes of flooring plus taxes are almost $1000.00 . Even so the measuring is a "courtesy" service from Baker bros, In good faith, I have entrusted Baker bros to supply me with the necessary material not excessive material. If I am the one measuring and ordering - that's my responsibility. However, if I am being sold an extra amount of product vs what is needed, that is NOT ok and I am asking the business to take back the merchandise. I am aware that their policy is no returns (unless damaged/or restocking etc.) BUT I beg to differ in this situation as I trusted being told what was needed for the purchase. I am herewith asking that the merchant takes back 7 extra boxes of product and reimburses me for such , plus tax, with no restocking fee. I expect the business &given I was a return customer to function within ethics and integrity of doing business. Thank you! Sincerely, ********************************** *************

  Business response

  12/07/2023

  The customer chose to have someone other than ********************** install the material. We are not responsible for material shortages or overages when we are not installing flooring. Every installer has their own method of installing and we cannot be held repsoble for that. In addition, each installer should pre-measure their own jobs and supply homeowners with the quantity they need to do all the rooms. All special orders (which this was) per the contract and non-cancelable and non-refundable. 

  Customer response

  12/11/2023

  TO WHOM IT MAY CONCERN,

  Please note that I reject the business response. 

  The measurement performed by Baker Bros. came as a courtesy and an enticement, in order for me as the customer to purchase from **********************. As I said to the sales person: IF measured wrong, mistatkes happen. IF measured correct, the sales person and business reviewing the details is aware of how much product is needed for the square footage of the home. THUS is irrespective of WHO installs the flooring. The contracted , outsourced job by Baker Bros. to some installer vs my personal installer, does NOT change the square footage requirement of the product of the home. 

  The recommended amount of product vs what was needed is EXCESSIVE - I have a total of 13 12/ boxes left... I don't think the square footage and product supply add up here. Just as if I were to go get gasoline at the pump - it takes an ethical way of doing business & this is/was clearly too much product sold for as what was needed. 

  If this happens to me - how often does this happen to other customers/month and per year? And then, a contract of non-refundable and non-returnable (special order) is being used to intimidate and bully the customer that they are stuck with an excessive amount of product, as recommended by the business so I'd buy from them? 

  Accusing the customer that the installer is the issue vs the product is a non-acceptable point. The issue is not how the floor was placed, the issue is that I was clearly OVER sold the product. 

  If Baker Bros has a contract with Karastan, that is not my issue. That is an internal issue for Baker Bros. 

  My concern is soley with Baker Bros, having been oversold the procuct by 13 1/2 boxes. As said, I am willing to keep 6 1/2 boxes, as well as the excess underlay and the transition pieces. HOWEVER, I do request return and refund for the material, no back stocking fee & taxes for 7 (seven) of unopened, in excess oversold flooring material. 

  Sincerely,

  ****** Prigatano 

  Business response

  12/11/2023

  We were not on site and did not do the install, and have no record of what was or what not installed versus what was measured. As per our previous correspondence it is up to the installer the customer hired to measure and provide material quantity for the areas that were/will be installed. We provided all the materials that the signed contract provided for. Because it was special order, the manufacturers will not even consider taking unused material back without return freight and re-stock charges which the customer does not want to pay.

  Customer response

  12/16/2023

  AGAIN - 

  irrespective if Baker Bros contracted installer performed the job or not, it doesn't change the sqft of a home, and to be left by an excessive amount of material of 13 1/2 boxes of extra flooring. 

  The measurement was done by Baker Bros as a courtesy so I would purchase from the store. 

  If the measurement was wrongly done (mistakes happen), and Baker Bros. uses a Non-refundable, non-returnable contract right of the start, it is an intimidation and unwarranted way of doing business & ethically wrong. 

  If Baker Bros has a contract with their supplier of restocking and return issue, THAT is NOT the customer's concern or problem and should not be passed on to the consumer. That happens to be an issue that Baker Bros needs to manage with their supplier. It is unwarranted to be pass down such a way of doing business to a consumer. 

  If, I, as a consumer make the mistake in measuring, I take responsibility. I as the consumer have for example ordered the transition pieces, yet not used them . Have I asked to be reimbursed for them? No  - I take responsibility for my action and as a return customer and consumer am asking for a basic, ethical way of Baker bros to do business and be refunded the cost of 7 boxes of material, plus taxes and no restocking cost. I will drop the boxes of, unopened at the store location. 

  If this particular incident happens to me .......How many other customers have the same experience and are being overcharged? The response and way of this matter being handled by Baker Bros, to a return customer is simply unacceptable!!!

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Baker Bros was hired to install floor tile in my kitchen and bathroom. This included measuring, ordering the tile, moving appliances, and toilet. Also included was removing the old tile and installing the new tile baseboard and putting all appliances back to original. They measured and ordered the tile and informed me that I would have 1or 2 boxes left. They also demanded payment up front before the job was completed. Baker Bros would not provide an itemized list of work. When the first crew arrived they were unaware that they were to remove the old tile. Upon confronting BakerBros they said tile removal was extra. Upon futher discussion they relented and agreed to tile removal at no extra charge. Upon completion of the tile installation there were 8 boxes of tile left. BakerBros would not take back any of the boxes for credit but offered to take the boxes and dispose them for me. When it came time to replace the appliances they were unable to do so. They agreed to refund the cost of moving the appliances but without an itemized list it is impossible to tell what that cost is. Instead its whatever they see fit to refund.Since I relied on BakerBros expertise to measure and order material for this job and they measured grossly incorrectly I would like the following.At a minimum I would like BakerBros to take back 7 unopened boxes of tile for credit. Further I should be reimbursed for actual cost to place my appliances back to their original location.

  Business response

  02/09/2023

  Customer was emailed on 2/7/23 to advise that we would be issuing a credit fot 7 boxes of tile and additional funture moving. Credit was applied to customer credit card.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My paper is **** words. I have attached it below labeled (PLEASE READ).

*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. ↩