ComplaintsforFlooringInc.com

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Flooring on April 19. Was told it was on backorder until June. Got an update with Tracking on 5/22. Yet it just said awaiting pickup. Emailed to ask if they do the sketchy create a label to appear to be fast and then don't ship for weeks. Was told the next day 5/23 on same label it shows going out. Yet I track and it's still awaiting pickup since 5/22. No on responds to emails, you call, it says 2 min eta and after 10 mins, it tells me I called outside of their open window ending at 7pm EST. Its 2:50pm EST. Chat can't find anyone. Is this a scam? I just want my order Order *******

  

  Business response

  06/11/2024

  The customer Placed the order on Pre-Order so the product was not in stock when it was purchased. We provided a lead time on the customers receipt that the product was Coming Soon
  Gunmetal ships 05/15/2024. The Product is still unfortunately on backorder. The customer did contact us to find out why there was a tracking number stating label created with no movement and I personally contacted the customer back on 6/3 as we are not open over the weekend when he had sent his inquiry on 6/1. I advised the customer that I would contact our warehouse for an update and at this time the product is still currently on backorder. At this time we can offer to cancel the order and refund in full or we can look into other color options if they are interested of colors that are in stock. After my response to the customer he has not contacted me back. If the customer would like to cancel the order and receive a refund we are more than happy to assist in moving forward and doing so although we do apologize for the backorder issue with his tiles he purchased. 

  Customer response

  06/13/2024

  The dates are not true  and no one contacted me so how can I contact them back? I had to repeatedly email and call because no one would respond.

   

  I have the floor down other than the two boxes I need. So unless you are going to refund all of it so I can rip it all out and use another color, that isn't going to work.  I have no choice but to wait. The issue is you failed to communicate the backorder status beyond 5/15 and then lead me to believe it was shipping as stated on 5/22 when I was sent a tracking update and number. 

   

  You keep creating ***** labels for product that isn't shipping why is this? Is it to mess with metrics and your "fast shipping"? I got yet another update that it was shipping and yet, label created and not picked up. If its on backorder until July, why do I keep getting tracking notifications with packages that go nowhere? 

  Why tell me 5/15 on the order, which I knew, generate a tracking number on 5/22 and then nothing.....if you knew it wasn't coming in? This is incredibly deceptive and I have received 3 of these such notices with nothing happening. 

  

  Business response

  06/14/2024

   At this time we can offer to cancel the order and refund in full, I can offer a courtesy refund of $15.00 on the  $47.72 order or as previously stated we can look into other color options if they are interested of colors that are in stock.  Please let us know how you would like to proceed. 

  Customer response

  06/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The action being the $15 courtesy refund.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a oak Modular Dance Floor Kit earlier this year (Order #: *******). After assembling the floor tiles, the last piece of the floor edging section was an incorrect piece and did not fit the last open spot. Since a section of the floor is missing the edge, it is now a tripping hazard. I have contacted Flooring **** via email MANY times since assembling the floor and sent multiple pics illustrating the issue and the incorrect edge section. After sending my first message (with pics), DoriRose at ******************************************************* responded with "This was reviewed by management at the manufacture level and they stated that the pieces you were sent were correct that you did not install the edges correctly and where they should be installed. They will not be sending any replacement parts. I have re-reviewed with them and this is what they are stating. I apologize for the inconvenience. Have a great day!" This response is incorrect, since I had already assembled the full dance floor (minus the one piece) so I know if the last piece of edging fits or not. I've also sent multiple pics, including the ones I've attached here. If you look at the pics, you can easily see that the edging section is incorrect and will not fit (i.e. the rounded section is on the wrong side so is meant for a different corner of the floor). Following their initial response, the only messages I've received from them is that they are busier than usual and I should hear back within 2 - 5 business days. I've also tried to call them directly but have had no luck getting through to an actual person.

  

  Business response

  06/03/2024

  We apologize, we are reviewing to find out exactly what edge piece is missing and sending one as a replacement. We will be providing a new order number as well as an update on a new tracking number to the customer as soon as it is available. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the flooring and only received the order confirmation. I have called repeatedly and waited on hold, only to be notified that due to high call volume I have to leave a message. I reached a live person who gave a ship date that has already passed, so I want to cancel the order, but their policy says I have to speak to someone to do so. I can't reach a live person to cancel. I put the charge into dispute with my credit card company.

  

  Business response

  03/22/2024

  A refund has been processed at this time in the amount of $995.79. We ask that the customer allow 3-5 business days to see the refund in their account. 

  Customer response

  03/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rubber Flooring ordered. Three separate rolls with three different thicknesses leading to unacceptable tripping hazards. Contacted customer service. No timely response. Required additional $63 to source subfloor material to compensate for product defect. Company eventually responded. Requested to send out representative. Replied back on 29 Jan and have not heard back since. Seeking company pay additional cost ($63) to correct their defective product.

  

  Business response

  02/29/2024

  Good afternoon ****,
  
  I regret to learn about the challenges you've faced with your rubber flooring order, particularly the varying thicknesses of the rolls resulting in tripping hazards and the delayed response from our customer service team. I completely understand your request for compensation to cover the additional expenses incurred due to the product defect.
  
  I'm reaching out to address your request for a refund of $63.00. I am more than willing to issue this refund to your account if it would assist in resolving the issue satisfactorily for you. Please let me know how you would like to proceed, and I'll ensure that the refund is processed promptly. I sent you an email as well if you are able to get back with me, so I can assist you further. 

   

  Thank you, 

   

  ***********************;
  
  
  

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to contact Flooring *** after receiving my damaged shipment. All I wanted was the damaged planks replaced. After all I paid for **** square feet of useable material. Not **** of usable and 300 of chipped up garbage. ***** DOZENS of failed attempts, I finally made contact with someone and I thought I was finally getting somewhere. But now they are totally ignoring my emails and when I get lucky and do get a person on the phone Im put on hold and back into their automated system which hangs up on you after 20 minutes. I have given them ample opportunities to correct this. I have given them everything they asked for and I am being made to jump through hoops because they dont want to pay for their mistake. This business is the worst Ive ever had to deal with in my life and if I dont get some form of restitution, I WILL be contacting an attorney to discuss my options for litigation.

  

  Business response

  12/26/2023

  Good morning *****, I do apologize that your order was damaged in transit. I do see that ******* has requested a replacement order for you back on 12/21/2023 Order #: *******, this is for 7 Copano Oak COREtec Pro Plus 7" Rigid Core Vinyl Planks   - 7" x 48" x 5mm. The lead time on the order is Dec 26 - Jan 3 at this time. Once the order has been shipped we will provide you with a new tracking number. 
  

  
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from Flooring **** website. I own schools for children diagnosed with Autism. The flooring ordered was supposed to go into a sensory gym. There is no way to contact this company for a refund, or to re-deliver the order. The order is over ***** US dollars.

  

  Business response

  12/18/2023

  Hello Team,  I have spoken with our customer ****** and the accessories that show delivered have not been received.. We have started a trace with the carrier. The tiles on this order are currently back ordered until January ****. We have a follow up set with our customer for 12/28/24 to review the loss of accessories and for 1/23/24 to review tracking for the tiles. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, Order #******* Date Placed: October 05, 2023 Product: Dura Lock Rubber Tiles (Blue Gray - 10%)Quantity: 45 tile(s)This dispute is because the company provided an incorrect number of tiles. I received 9 extra corner pieces as opposed to the expected 4 corners, meaning I did not have the required number of tiles to fill in the floor space. I have attempted to contact the company via phone, email, and online chat within the original 30-day guarantee period, but to no avail. I did eventually get a hold of an email ******************************************** who requested photo evidence of the extra tiles, which I provided.Because it has taken so long to get any resolution, I placed a NEW order with the tiles that I needed (Order #******* Date Placed: October 31, 2023). However, I have yet to receive the partial refund from the original order. Their phone number rarely connects to a human. Their call back function never works and I do not receive a call. Their online chat just redirects to a phone number to call. Their text function just ends up with a generic "we will call you later" response. While I am grateful that ****************************************** was the only person to email me, I have yet to hear back on the status of my partial refund. From my original order date of Oct 5 to today December 4, it is now 2 months since the transaction. The business has not tried to resolve this problem.It is now well past the 30-day window, but I would like a refund for the incorrect 9 extra pieces of corner tiles but they have not helped me do so. The rest of the order is fine since I have already installed the floor pieces.Thanks

  

  Business response

  12/11/2023

  *******, I'm sorry to hear about the frustrating experience you've had with the order and the challenges in reaching customer support. It's certainly not the kind of service one expects when making a purchase. I have reviewed the order notes and I have requested your refund for the 9 tiles back to your account + tax and shipping cost. Please allow 3 days to see the refund back to your account.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order# ******* Order date Sept 2, 2023, Affirm loan processed on Sept 5. Product originally was scheduled to ship on Oct 23 and was set up to install on Oct 25. Product was shipped on Oct 12th but was first examined on Oct 24th.First call was made on 10/25/2023. After opening pallets, I immediately noticed that colors were inconsistent. I stopped installation to call vendor. It took me several attempts to get a phone call through but I did get through and talked to ********. She told me to get a count of the colors and email pictures. After further examination of the floor, I discovered it was not only the colors that were inconsistent but also the thickness and the gaps in the interlocking tabs. I took pictures. Out of 198 tiles only 37 were the right color.I have no idea how many dye lots were used to fill my order but I would say at least 4 or 5.I sent email on Oct 26, explaining the safety issues of the different thicknesses, I would no longer be able to install flooring. The flooring was to be installed in a building for my son, **** to train service dogs. My son had a brain tumor removed in 2007. He had a stroke and was left with balance issues, fine motor skill challenges and walks with a gait. Uneven surfaces are a hazard for him.I did not receive a reply. Oct 30-Nov 2 made several attempts to call. I left messages, was placed in call back queues, set up call appts, none of which were answered. I finally was able to call new sales and was placed on hold for ********. She said she would send message to team for review. On Nov 6 I received an email from her thanking me for my patience, the photos were being reviewed & she would be in touch by the end of the day or next.Nov8 sent email checking on updates-no response Nov9 I left 1 star ****** review Nov10 received response from review & was assured of a resolution Nov13 was sent a link of one other flooring option, I asked for sample Nov14 requested refund&return Still no response

  

  Business response

  12/18/2023

  Hello Team, we have refunded this order in full on 12/07/23. 

  Customer response

  12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/20/23 we ordered 3 different color tiles. When we received the package there where 28 boxes instead of the 33 that was supposed to be, all the red colored ones where missing plus black ones, not to even mention some where damaged . After spending weeks with no one answering I finally got in contact with someone that put me on wait indefinitely. The level of unprofessional this company operates is unmatched.

  

  Business response

  12/26/2023

  Good morning *****, I do apologize that you did not receive all of the tiles you ordered. I see that one of our customer service agents has requested the replacement order for you to be released, but that there is a credit card dispute open as well on Order #: *******. We are more than happy to release the order for you so it can ship soon, inorder for us to be able to move forward though we need to clear up the CC dispute first. May I ask if you can mark the dispute as resolved so we can release Order #: ******* for 124 Black Indoor Court Tiles   - 12" x 12" Tiles and 168 Victory Red Indoor Court Tiles   - 12" x 12" Tiles. Please reach out to ***************************************** with an update so the replacement can be released to you ASAP. Thank you. 
  
  

  
  

  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Rosco Adagio Rolls (Black) on 10/23/2023 as part of order #******* ($992.78 total)Quantity: 2 roll(s) ****' x 7'Total: $366.80 ($183.40 each)Rolls were delivered on 10/28/2023. But, one roll was only 80'' long the other 40'' long (each should have been 84'' long). It is as if they took a 10' long roll and split it into the two pieces and shipped it to me... I have since: Emailed about the issue with no response. Called the customer service line and waited over 20 minutes twice only to be told I cannot be served at that time. Left both online and phone messages for someone to call me back and have not heard back from the company.

  

  Business response

  11/06/2023

  We have reached out to request more information in regards to the rolls received. We are requesting pictures of the 2 rolls as well as the measurments and we would like to know if they have been installed.  

*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. ↩