Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased flooring from this company, total of $12,000. I was unhappy with the flooring as it was very bad quality and breaking as my installers were trying to put it in. Contacted the business who refused to pick up the flooring because it was no longer packaged properly for pickup, according to them. I told them I had no way of packaging a pallet and that this should not be my issue to deal with anyway as the flooring was defective. To this moment I have 2 pallets of flooring in my driveway that this company refuses to refund me for or pick up. Company was very difficult and non cooperative

  Business response

  07/27/2023

  The customer ordered the flooring from our company and we shipped the flooring to her. She did not like the color of the flooring and our sales team member offered to exchange the flooring for a different color, which the customer agreed to. We NEVER refused to pick up the original flooring from her at this time. We requested she send us pictures of the pallets and have the unopened cartons secured to a pallet so we could send a freight carrier to pick them up. The customer then filed a dispute with PayPal for a refund. Our sales team member NEVER offered her a full refund. If she were to return the flooring, there would be a restocking fee involved and she would have to pay the return shipping, which she was told. She NEVER told the sales team member she bought the flooring from at any point that the flooring was defective. She only stated this when she filed the PayPal dispute. It was then revealed that the flooring was left in her driveway from the date it arrived to her until her installers began installing the flooring. This particular flooring should be acclimated in the home for AT LEAST 48 hours before installing. This was not done. The flooring was left outside in the elements for a very long period of time and because of this, we did not want it back. She received the material, still has the material and was VERY uncooperative with us when we tried to retrieve the material for an exchange. I have included written correspondence with the customer backing the details I just explained to you. Thank you. 

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