ComplaintsforFlooringInc.com

• 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.  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13th, 2023 I placed an order through Flooring **** for 5 boxes of Mannington ****************************** (Max073). I was attempting to purchase the same flooring that was originally installed in my home 3 years ago. When I received the flooring, I attempted to install it and immediately noticed a significant difference between the two products. The new flooring has a smooth finish and our original flooring has a textured finish. I then attempted to call Flooring **** and was on hold for around 20 minutes and never spoke with anyone. This was on Friday October 6th. On Monday, October 9th, my wife attempted to contact Flooring **** again and when she finally spoke with someone, she was told that as long as we received what we ordered, we would be responsible for the return shipping costs which would be over 300 additional dollars. I said that this was not acceptable and this was not our fault. I supplied them with pictures of the existing along with what the new product was. Both have the same part number yet have a different finish. They confirmed with the manufacturer that they had changed the country where this product was manufactured from ***** to ***************** and in the process of doing this, the product had changed. I feel as a consumer, there is no way for me to have known this and for that reason, the return shipping should not be my responsibility. If as a company you are not willing to make things right with a customer when something like this happens then you should not sell products online and should limit your business to in-store local purchases only. Shipping costs are part of doing online business. In addition to this, Flooring **** is nearly impossible to contact over the phone and has several days between responses through email. ****** was my point of contact.

  

  Business response

  11/03/2023

  We contacted ********** directly and advised them of the issue with the planks that were purchased with Inc stores not matching what the customer pirchased elsewhere. We are not sure where the customers previous order was purchased from but we can confirm it was not through Inc Stores, nor was an order shipped directly to this customer from Mannington previosuly. ********** has stated that his purchase from another vendor may have been a product that was made in ***** and not in the *** as they have another Manufacturing plant in *****. They would have the same name & what not, but they are not always the exact same as what is manufactured in the US. We understand the customer is wanting to return his order, but this would be considered a standard return and we would need to request an RMA from Mannington directly as they provide us with that number. The customer would be responsible for the return shipping cost back to the Manufacturer **********. As stated previously we can not be held responsible for the product not matching what the customer purchased previosuly from another vendor. If both orders had been purchased through Inc Stores, we would be more than happy to advise ********** to return the product and reship the correct product for the customer or issue him a refund, Unfortunately we can not do so in this case, since we are not aware of where his previous order was purchased from. The customer did speak with one of our agents who did advise him of this information as well, that ********** produces materials in ***** as well as the US. We apologize for the inconvenience, we do have a 30 day Money back guarantee on non custom cut orders and so if the customer wishes to continue with a return we are more than happy to request an RMA for them.  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like pulling (your own) teeth trying to find an employee there willing to assist you with *their* screw-up.I received stair risers, but not stair tread from a single order with a single tracking number. Needless to say what I received was less than 20% of what I paid for. Despite this, I learned after repeated calls to them that the missing product had been discontinued months ago. Here it is instructive to describe said calls: you're routinely informed that they're experiencing high call volume, and that the expected wait time is 5 minutes. This expected wait time never varies, and is NEVER correct. Expect more like 30 minutes of repeated attempts to bludgeon you into dealing with a machine rather than an actual human. As often as not this *************************************** a machine telling you that 'we're sorry, it's not possible to speak with somebody at this time. Please try again later'. As maddening as this is, more maddening still is the de rigueur 'your call is VERY important to us' bald-faced-lie-to-your-face.On the 5th attempt I managed to get a reasonably attentive employee -- from whom I learned of the product discontinuation. I picture in my mind that individual responsible to fulfilling the order learning that there was no product to ship, and deciding to only send the risers -- and I just don't get it. Well, I do get it, but I don't like what it says about that individual or the company who would tolerate that level of laziness.You'd think an email at the least, or a phone call advising the customer would be in order, but no. As of this writing I'm FULLY expecting to have to subject myself to more wasted-time in their infernal phone holding pattern in an attempt to chase down a refund that doesn't begin to compensate for this frustration.

  

  Business response

  11/01/2023

  The Customer has been refunded in full at this time for $520.12 TTransaction ID: *****************, Customer should expect to see refund back to Paypal within 3-5 business days, and can contact PayPal with the transaction ID provided and PayPal can advise when the refund is expected to be released back to the customers bank account.  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In my search for coin flooring I found garage flooring via a ****** search. Their pricing was competitive and with free shipping as most other sellers and they also offered PRICE MATCHING. I was ready to order but not sure on colors so a rep recommended to send free samples which I did online around Oct 4th. I received the samples as well as several discount codes ranging from 25% to 28% off my order despite this product not being eligible for promotions. I went to place my order and the 2 - 7.5' x 17' rolls I initially saw at $156.99 per roll were now $199.99 per roll. I then tried to utilize the discount codes and none of them worked. At this point I contacted customer service and proceeded to deal with ***** who was very helpful over the next few days. Initially I was told that the price I saw never existed nor did they raise pricing in that time. At which point it looked as though I was making up the price. Luckily I had taken a screen grab of the item at the time I ordered the samples so I could order once I figured out which color.I then submitted the pics to customer service for them to do a price match. After several days of getting the run around from management and IT, I was ultimately told that they would not honor the price NOR the price match guarantee they offer online...... Despite offering the same material on their website for as low as $1.60sf, the $1.85sf I was requesting was apparently too much of a loss for them.Its obvious from this interaction, that Garage Flooring **** is making false claims on their website and involved in some type of bait and switch scheme with their pricing......

  

  Business response

  10/23/2023

  Good afternoon ****, I am more than happy to look into the discount code not applying for you. May I please ask for an order number so I may assist further? 

  Customer response

  10/24/2023

  If you had bothered to either read the statement or view the attachments you could have answered your own questions.  1) Based on the attachments we're clearly discussing Nitro material so you obviously know there are no discounts.  Which begs the question why you'd send multiple non working discount codes for a product you don't apparently discount.  2) As stated in the complaint, I wasn't able to place an order because I couldn't get back to the ORIGINAL price that are in the screen grabs.  Further, the customer service rep confirmed with MGT and IT that there was no price increase in the 3 days between seeing it and receiving my color samples.  3) So that leaves the price match that you were unwilling to do for your OWN pricing......

  

  Business response

  11/01/2023

  ****, I contacted our sales department to assist you with applying a discount code to an order. I was able to locate a Quote ID which is what I had been asking for in the first communication, That is Quote ID ******* for 2 Midnight Black Coin Nitro Rolls   - 5' x 17' - Standard grade Can you let me know what the discount code was for as I do not have that information on my end. I can attempt to add the code manually to assist you but ask that you please help me as well. Thank you. 

  Customer response

  11/07/2023

  Hello:

  I wasn't even aware of a quote number.  To reiterate, I was never seeking a discount.  I was merely seeking the material at the price that was initially shown to me when I went to your website.  The discount code was offered by you as a result of receiving the sample material.  Then the your company refused to both PRICE MATCH your own pricing or accept either of the discount codes.  Though ironically, when I misplaced the screen print MGT said they would need that to match pricing but then when I found it they refused to do so.    

  That said, I only sought to use the discount codes to get back to the original pricing I screen printed.  ******* worked.  One of the codes was "THANKYOU" for 30% and the other was for 28% but I don't recall what it was. 

  Thanks

   

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered 88 H3131373731363237**33H tiles and they were delivered on Aug 11th (order *******). An installation was attempted (by people we hired) on Aug 14th and 57 of the tiles were fine and 31 were cut incorrectly and were 1/8" shorter than the 57 that we&#**;ve placed down and are in use. On August 16th I called customer service to explain the situation. I spoke with ******************************* and she asked me to send her pictures. I emailed her pictures proving the situation. I expected a quick turnaround as the original order only took two days to get to me. I emailed her on August 17th asking for an update. Her response was, "I have reached out to the manufacturer and will provide you with an update by the end of the day today." I have not heard back from her since, despite my replying to the email twice. I&#**;ve called customer service 3 or 4 times only to be told each time that, "We&#**;ve contacted manufacturing and they&#**;re not getting back to us." One would expect something to the effect of, "We contacted manufacturing and they didn&#**;t get back to us and I&#**;m going to get my manager right now to make sure they answer me." Instead, I&#**;ve had 4 people give me that excuse as if that&#**;s a legitimate excuse. If I were to go online and order a new set, I&#**;d have it in ***** hours and yet, here I am, 8 days later, with nothing.

  

  Business response

  09/18/2023

  ***, I do apologize for the delay in response, It looks like ******* was waiting for an update on the replacement tracking from the production facility. I was able to see the replacement was shipped on 9/15 **************************************************************************************************************** for a 2 piece shipment and has been delivered.

   

  1Z5819150374938569

  Delivered
  Delivered On: Friday, September 15 at 10:52 A.M. at Met Customer  

   

  ****************** 

    Delivered On
  Friday, September 15 at 10:52 A.M. at Met Customer

   

  Please let us know if you need any further assistance. 

  Customer response

  09/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me despite the unconscionable delay and poor customer service. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cannot get anyone on the phone. Have waited on hold for over ten hours over the last week. Product was in stock and supposed to ship in three days. I was charged $1500. Several days after, it now shows out of stock. Instead they shipped two edge pieces I DO NOT NEED without the actual flooring. Weve left messages, used the text option. The one time we did get someone on the phone, they confirmed the product was available in TN, but the call was disconnected. We are about to charge the credit card back with our bank. This is absurd.

  

  Business response

  08/24/2023

  *****, I do apologize that the 44Black5/8" Evolution Rubber Tiles you purchased are on backorder. I was advised that **** did offer another product for you the  Diamond Evolution Rubber Tiles, but you wre not intersted, and that is ok. I understand you were wanting what you purchased. A refund request has been made at this time to refund your order in full for $1,483.15. Please allow 3-5 business days to see this refund back to your account. Once the transaction has been processed, I can provide the transaction ID for you which you can provide to your bank or CC company and they will advise when the funds will be released back into your acoount, on their end. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have already filed a complaint in regards to this matter but have yet to get a resolution. Its been 2 weeks now and I keep getting the response that they are waiting to hear back from the production facility to hear their response. Because of this, I cant continue my job for the customer and they are becoming impatient and frustrated. Although they know its out of my control, they are still very unhappy. I fear that this could jeopardize other jobs and word of mouth for future business. I wont get paid until this job is completed and need a response so that I can inform my customers. Although I get responses from the company they are very vague and get no responses when I ask questions. This turf was clearly damaged from the moving or loading phase as you will see the attached picture of what the inner tubing looks like. Please help in getting this resolved in a timely manner. Thanks in advance!

  

  Business response

  08/21/2023

  Good afternoon **** at this time we are showing that The replacement order has shipped
  
  Carrier: XGS
  Tracking: 13715350
  Delivered 8/17 
  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted this company to resolve a damaged product received. The damage was regarding artificial turf that comes in a roll. The website states to inspect your product for damage but does not specify to completely unroll the product and inspect. That would be very hard to do with a 15 foot by 11 foot product. That takes multiple people to do and the carrier did not wait around for this. Once I unrolled the product, I found multiple tears at the end of the turf roll (not possible to see unless you completely unrolled the product). A good portion of the product is unusable and in turn makes the entire product unusable. I called the company and they stated because I didnt fully unroll the product and inspect that they will not do an exchange or return. They said they will only credit the square footage of the damage. Again, there was absolutely no way to know this portion of the turf was damaged unless I completely unrolled the turf and inspected which would have taken multiple people to do. It looks like whoever loaded the item pierced the internal tubing that keeps the turf formed during shipping with the fork of a skid loader as the cardboard tube is completely damaged as well.

  

  Business response

  08/07/2023

  Good afternoon ****, I do apologize about the damage caused to your turf roll. I do see that your case manager ******* is currently working with the production facility to see how we can assist you further besides a salvage credit. Once I review this with her I am more than happy to update you with a resolution. 

  Customer response

  08/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait to see the resolution for this matter.  As mentioned, with this being a custom order, I dont believe a partial credit for only the areas damaged will be appropriate as any damage jeopardizes the entire piece.  I will wait for the business to respond.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 22 July 2023 with an expected shipping date. I recieved an email stating that they were experiencing productions issues. I asked for my money back and to cancel my order since they could not meet my timeline due to product long lead times.The agent then told me that my order was shipped but couldn't produce the Tracking number or BOL. They refuse to give my money back or to produce shipping documents. I have attached the email that I received from the company.

  

  Business response

  08/07/2023

  Good afternoon ******, I do apologize for the delay with your order shipping. I do see that this order was supposed to be a quick ship order and had a lead time of Jul 24 - 27 and the order was not picked up by the carrier until 8/1. May I ask if you would still like to return the roll? If so I can request a pick up label and have it returned as long as it is still palletized and uninstalled. If not I am more than happy to issue you a refund for $80.62 for the difference you paid for a quick ship order that did not ship within Quickship lead time. Please let me know how you would like to proceed so I can assist you further. 

*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. ↩