ComplaintsforNature Wood Floors LLC

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a home and the flooring was damaged so we were going to the warehouse to purchase more flooring so my wife decided to do the stairs along with the other repairs. Upon arriving to another retailer to pick up the flooring to be attached to the stair nose and repairs they couldnt find the flooring. The next day my wife called ***** to cancel the order. He tells my wife his manger was out and he would call us back shortly that was a Friday morning before 10am. We didnt here back from ***** until Tuesday Afternoon he told my wife it was to late the order was processed and we couldnt cancel no refund after we had to wait for someone to come back in the office. So yes we were frustrated because its a waste with no opportunity for restocking fees and he quickly tells my wife to look at the website for the policy. Okay we said oh well our mistake. Heres the issue when we finally received the floor because it was sent to ******* by mistake. We get the boxes and we have so much material. When my wife spoke to ***** she said we had 15 stairs and he said the floor was being discounted we have 19 would you like extra my wife says yes give me 17. We get the stair noses and ** trying to figure out why he sale us all these stair noses knowing we have 15 steps he works at the flooring store it never dawned on him that was not how much we needed. As a buyer we called based of what the installer says we needed. Clearly you would think hes the professional Why didnt it **** on him the material is to be cut. Or why would she need all these stair noses for 15 steps. We could have probably only needed maybe four not 17 stairs noses. As a consumer its very disappointing that we call a flooring company and tell them what we are doing because we didnt know we knew we needed materials. Its a big miscommunication between two parties. I would like a refund on the additional stair noses that were uncertainly purchased. We didnt even call the company because we felt we wouldnt get anywhere like the first time but this is unacceptable and something needs to be done.

  Business response

  01/09/2023

  Business response taken verbally by BBB:

  The product that the customer wanted was discontinued. We told the customer our vendor only has ******************************************************************************************************************************************* even all ************************************************************************************* replace the stair noses. After the recommendation the wife decided to take 17 just to be safe and signed both the estimate and invoice with the vendor policy. After product was shipped out the wife called us attempting to cancel. Unfortunately our vendor's policy states that once product is shipped, there is no cancellation, no exceptions. We tried to work with them in coming up with an alternative solution but the customer was not agreeable to our attempts and just wanted to cancel.

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