ComplaintsforFlooring.org, LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased ***** square feet of red oak, 2 1/4 x 3/4 solid hardwood flooring from Flooring.org in March of 2023. We stored it inside the climate-controlled envelope of our home to allow the wood to acclimate. In February of 2024, we hired Timbercreek Floors to install the hardwood.After laying an area of around 60 square feet, the installers refused to install any more of the wood as it was clearly mis-milled. ****** notified ******************* of Floors.org of the situation and he, in turn, notified the mill of the problem.To validate the claim we asked a local, independent mill to examine the planks and give us their assessment. The planks did indeed appear to be mis-milled. Every plank we pulled had the same issue. When placed together it appears the line between the boards is waxing and waning, tight in some places with gaps in others. We received confirmation of this from a master ********* along with two other flooring installers. See video link.VIDEO:******************************************* Unfortunately, both ******************* of Flooring.org and the mill refused our request for a refund. Each time I note what happened in a review on the Flooring.org website, it is deleted. Buyers need to beware.

  Business response

  07/02/2024

  After possessing this flooring for about 10 months, ***************** contacted us to place an order for more of the same material.

  Then, after placing that second order, she contacted us with a quality complaint about the material she had received 10 months prior.

  We attempted to take the proper steps to (1). Verify the customers quality concerns, and (2). Hold the proper party (ie the mill or the finisher) accountable.

  ***************** declined to take the next step in that process, which is to hire an independent NWFA certified hardwood flooring inspector, and instead declared the product to be defective, and purchased replacement product elsewhere, therefore eliminating the option of replacement.

  That is where we left off with her.

  Customer response

  07/02/2024

   
  Complaint: 21817358
  
  I am rejecting this response because:

  ******************* instructed us to store the flooring indoors and we did so upon its delivery. Laying the floor was delayed due to our house taking longer to build than expected. Whether we were in possession of the flooring for 10 months or 10 minutes, it was mis milled from the get-go. This was not our verdict. A mill owner in business since the 1970s testified to this on a video which we provided to **************.
  

  CLICK TO VIEW VIDEO:
  *******************************************

  I forwarded the correspondence from ************** and ***************************** (the mill owner) to the National Wood Flooring Association (****). After reviewing the video, ******************* of the **** reached out to me and recommended that I contact ***********************, a floor inspector in ******, ****** I called ****************** and sent her the correspondence along with the video.

  After discussing the situation with ******************* and ***************************** of the ****, ****************** called to tell me she could perform the inspection and provide a report for $700 to deem the wood mis milled, but after reviewing the online conditions of sale on the Flooring.org website, i.e., "Returns must be made within 30 days of purchase. All requests to make a return after 30 days of purchase will be denied. No exceptions," she felt I would be wasting my money. She provided me with contact info for an **** certified wood inspector in ***********, *************************, and ***********************, a forensic wood inspector, but mentioned ******************' fee would be $2,200 to $*****. In closing, she told me the video made it pretty obvious the wood was mis milled; however, she gathered from reading the letter from ****************** that he had no intention of providing a refund. In other words, having the **** submit a formal report deeming the wood flooring was mis milled would serve no purpose. 
  
  Not giving up, I contacted **********;******** and sent him the correspondence and a link to the video. He called and said he would be happy to inspect the flooring in person and provide a report, adding the video was ample proof to him the wood was mis milled -- but, as with ******************, after reading the correspondence from ******************, it was clear that neither ************** or ****************** had any intention of standing behind their product whether it was proven to be mis milled or not. He told me buying flooring off the internet is NOT a good idea!
  

  When I posted a negative review about the flooring on the Flooring.org website, it was promptly removed. I can only imagine how many other negative reviews have been removed. I wrote to the BBB as I feel ************** is being deceptive in removing negative reviews. I feel I have every right to post what happened and to warn prospective customers. I would never want anyone else to go through what we did. 
  

  My complaint will not be resolved until we receive at least a partial refund of the $23,000 we spent for ***** square feet of worthless flooring. 
  

  Sincerely,
  *************************
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to order 50' of flooring on 2/22 and was told they would put together a quote for my approval. I hadn't heard back so I called again on the morning of 2/24 and was told my salesperson wasn't available but would call me back as soon as he was off the phone. I didn't hear back so I called again on 2/25 and they said my order was being prepared. On 3/1 I received a receipt of my purchase via email. The order went out on 3/2 and I received it the evening of 3/4. When I opened the two boxes of flooring, I was shocked to find that the wood was severely bowed. Every single board. I'm not sure how they expect anyone to use it for flooring. I sent an email to the person that sent me the order confirmation on 3/8 to express my displeasure and included pictures of the faulty boards. I didn't hear anything back. On 3/11 I sent another email to the *****@flooring.org email address. Again, no response. If you read their return policy, it is basically impossible to return defective flooring in this case because of the pallet break expense and the shipping (you still pay it all). So, I would never use this company again and want to warn others of their faulty product and lack of response.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ Contact Name and Title: Eric H. Contact Phone: XXX-XXX-XXXX Contact Email: ****@flooring.org After discussing the product issues with the customer, we were in agreement that the product quality was inferior. We offered to issue the customer a 100% refund and allow them to keep all the materials. The customer felt uncomfortable with a 100% refund since they are planning to attempt to make the flooring work for their application. They proposed a 50% refund instead, and that is what we agreed to. That refund was issued this afternoon (March 24th). Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The phone call I had with the representative wasn't ideal, but they wound up offering a larger refund than I thought was fair to them. I appreciated that. We settled on a smaller refund that I believe is fair to both parties and I am satisfied with the resolution.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered stair treads on 2/3 after being assured they would be in production and shipped to me within approximately 7-10 days. I have emailed and called multiple times every week since the end of February requesting updates and each time have received emails back stating they would be shipped within a matter of days. Then another week will pass and I will then get another email stating they would ship by X day and again they are not shipped. Now we are dangerously close to having to push our Certificate of Occupancy (CO) because we cannot complete the necessary work, including handrails.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/23) */ Contact Name and Title: Eric H. - President Contact Phone: XXX-XXX-XXXX Contact Email: ****@flooring.org This customer is correct in that there were multiple delays in getting their products manufactured. It was very unfortunate that despite frequently urging the manufacturer to complete this order, a series of setbacks occurred that, simply put, made this order late. This order shipped on March 15th and tracking information was sent to the customer via email on March 16th. Delivery was made on March 18th. We are terribly sorry for any inconveniences that we caused. Consumer Response /* (2000, 7, 2022/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the floor treads and am satisfied with them.

*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. ↩