Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Cali Bamboo flooring (approx. 700 sq feet) from Nebraska Furniture Store on 03/21/22 and recently had it installed professionally in the beginning of July 2022. Directly after installing, the flooring began separating and buckling and we immediately contacted Nebraska Furniture Store and filed a complaint. They directed us to file a warranty claim directly with Cali Bamboo, which we did. We submitted the claim and all the requested documents, purchase order and pictures and they have yet to be in contact with us. We have contacted them numerous times and left messages but with no avail. On one occasion, we actually got to speak to our claim rep but she stated that she would look into our claim and give us a call back but she never did. Our case number is ****** and we would like a resolution as our floor continues to separate and our contractor has no idea how to fix/correct the problem as he has never seen anything like this before. We are currently out almost $5,000.00 and the company refuses to acknowledge/correct or contact us concerning our issue.

  Business Response

  Date: 08/29/2022

  Hello, 

   

  Thank you for reaching out. Based on the case notes we have been speaking with ******* at the Dealer location and the warranty claim representative has offered to send out some replacement material at no charge as a courtesy. I would recommend following up with ******* for next steps. We look forward to resolving your concerns. 

   

   

  Thank you, 
  CALI 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased flooring May, 2022. Installed in 2022. Product is defective. There are little white pit marks all over it. Cali stands by that it is part of the design. They refused the claim and blocked my email. I've had three flooring places look at the floor. All said defective. The flooring was installed by our contractor. He called Cali when he noticed the pit marks. Based upon their telling him, it was part of the design, they installed the flooring. We were in ** at the time. When we came home and saw all the white marks, we contacted ******, who tells us they are only the vendor, and then attempted to contact ****. **** simply denied the claim. Oh yea, they offered us a 15% discount to buy additional flooring! Really? We paid almost $5,000 for the flooring. Another $5200 to have it installed. We want reimbursement from them. I see they had a class action brought against them in ****************************************************************************** 2021.

  Business Response

  Date: 10/24/2022

  The customer just didnt like the look of the flooring but installed the flooring, the spots are part of the design. The design characteristic is advertised on our website also, and installation is acceptance of materials.  We offered a 15% discount on replacements as a gesture of goodwill.
  

  
  

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received only a portion of my bamboo flooring and have asked for my refund for the portion I have not received since July ************************************************************** writing. Business customer representative agreed to refund the money but have twice failed to do so. As of this writing still no refund.

  Business Response

  Date: 10/24/2022

  The customer was refundedThe concerns with the flooring are part of the look of the flooring and were confirmed by our quality team. 
  

  
  

• Initial Complaint

  Date:07/29/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for bamboo flooring and underlayment around 6pm EST 7/28 and was told by sales rep to expect shipping in about a week. The total cost was $4,898.28. Then, I had my first available contractor come to give an estimate for installation at 9am EST on 7/29. (Side note: the sales rep repeatedly assured me that they could recommend a bamboo installer in my area, but it turns out they had no one to recommend where I live. This delayed me in doing my own scheduling of people who could install bamboo.)The contractor had significant concerns about the suitability of both the product and float installation method (both recommended by the sales rep) for my home, so I called my sales rep at 10:10 am EST to ask questions regarding the concerns he raised.After no answer, and not wanting to risk a 10% cancellation fee if I waited too long, I called customer service at 10:23 EST to cancel. I was told by the customer service rep that it was possible to cancel since the order was still pending. I asked whether there would be any charge, and was explicitly told there would not be.At 12:16 PM, I got a text from my sales rep to tell me the order had been shipped and was impossible to cancel without incurring significant fees (15% + return shipping). I called customer service again, and was told I needed to speak to someone in shipping (and that they would call me-- the day has ended and they have not). It wasn't until 12:14 PM that I got an email that my order had been processed, and it wasn't until 1:22 PM that I received an email that the order had shipped. According to their website, orders placed in the evening are processed the next day and then shipped the following day.From 1:11-1:28, I had a text exchange with the sales rep in which he repeatedly dismissed or ignored my concerns and offered solutions to problems I did not have. I am attaching the text exchange, and I know that both my conversations with customer service were recorded by the company.

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Vinyl Plank flooring product from Cali Bamboo in November of 2021 for $3,500. plus tax. I quickly noticed that the product was not as advertised and did not securely lock together the way every other flooring I have installed over the past 40 years has. After the flooring has foot traffic it gaps from the "locking mechanism" releasing. I believe this is because it is a "Longboard Plank" product that is approximately 6 foot long (71") and 9" wide with an attached pad. It is promoted as "Comfort Step" so it "gives" when weight is on it. Because the planks are so long, that "give" allows for separation and gapping. After seeing this issue I googled the product and saw a lot of posts with the same complaint. I contacted them and after months of effort on my part, the sent an inspector out that did not find any issues with the home, environment, or installation. In summary he said that "excessive tapping could cause a similar issue and some trim touches the floor and could pinch it." The trim is wainscoting that I put in place 5 months after having the issues and contacting Cali Bamboo. As a result, Cali Bamboo said they would do nothing, but I could purchase more flooring for 20% off. I need to remove all of the flooring and purchase and install a flooring that will look and stay good for many years, like every other flooring that I have installed. I have ********************************************************************** another room because of the problems. I would like to return them and get refunded on the defective balance of the installed product, which I would be happy to remove and return as well.

  Business Response

  Date: 07/08/2022

  Hi ****, 

   

  Thank you for reaching out. We try to maintain a transparent as possible warranty process and believe in our product. We understand you disagree with the inspection report and in these situations we would recommend that you commission your own independent certified inspection. If the inspector finds the issue to be due to a manufacturing defect we will issue a full refund no questions asked of the purchased product and refund for the cost of the inspection up to $500. Also, if you would like to return any of the unopened product we can take it back and waive the return fees. 

  Thank you, 
  CALI Floors 

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saw Cali Bamboo At Lowes and called the company in ********** to get a better price. We did get a better price. Free shipping on $5700.00 on Eucalyptus flooring. $650.00 was under layment for snaplock as it was sold to us in 2017. We followed all the instructions for snaplock. Our floor is twisting & separating. Our feet get pinched between boards. Cali sent a contractor out that was here for 4 hours. He even took 2 pieces of the snap lock with him, to show how they don't snap together correctly. They came back with, there was nothing wrong with installation or the product. We called ***************************** told us it's sold as a glue down. Why then did we have to buy all the underlayment. I have pictures and we have gotten no where with Cali. This is a shame and I can't afford an attorney. Cali said our flooring has a 50 year warranty, yet they say there is nothing wrong. They did tell us the would give us 30% off any of their product. Why would I do that if they can't stand behind this product. My floor looks like a big jenga game with twisted & separated pieces. I would greatly appreciate any help I could get. Thank You ***************************

  Business Response

  Date: 06/09/2022

  Hello, 

   

  Thank you for reaching out a manager will be contacting you to review your concerns. 

   

   

  Regards, 

  CALI Floors

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the worst customer service experiences of my life and they are keeping my money with no response. I had put in an order with them in Feb of 2022. The main part of the order never shipped. Two months later, in April 2022, after one month of me chasing them on the phone and email to find out whats going on, they finally notified me that the material was damaged in the warehouse. In the meantime, my job has been delayed and I am stuck. I got and email that a customer service team member will contact me in ****************************** even after waiting for one week. I called the customer service line and was told by that specific agent that someone else is handling may case and they transferred me to someone else. That someone else told me that they are not responsible for my case. I got transferred many times and finally just got a voicemail. I left a message but never got a call back. Then I emailed the sales rep, no response, after chasing after him with many emails and phone calls; I was able to talk to him on the phone. This is now May of 2022. I asked him to please find out what the damage is and whether I can still use some of the material, since that specific color of material is not produced anymore. He said he will contact the warehouse and have them send me photos. He never did. I had to again, call and email multiple times to get an answer. At this time my job has been delayed 3 months. I had them send me a different material with the same color to adjust the job accordingly since the above has happened to me. They only refunded part of my money and they are keeping the shipping cost for the large item that I never received. I contacted the shipping company and was given a quote for what they had sent me and it is only half the amount that they are claiming. I am extremely frustrated with this company. No one should ever have this experience. What I had to go through over the last almost 4 months is completely unacceptable.

  Business Response

  Date: 05/20/2022

  Hello, 

   

  Thank you for reaching out. We want to apologize for any communication confusion that has occurred and please know this was reviewed with the representatives manager to ensure that it was addressed. You were refunded for the new order that we no longer have stock of. We do not guarantee add on orders and as such would not be able to issue a refund on the **************** that was purchased in 2019. We can issue a $330 refund for the additional fascia that was purchased on the new order at the beginning of this year. 

   

   

  Thank you, 
  Cali Bamboo