ComplaintsforArmand Flooring Products, Inc.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 9/12 and immediately sent an email with the order number asking about lead time. I sent another email on 9/13 letting them know that I had not received a confirmation email and asking if they are able to complete the order. I sent one last email today; three emails in total, one per day. As of 9/14, I still have not received a response and their phone line does not accept calls. The charge has now gone through but I've received no communication from the company. The tile I'm ordering is in short supply and I can not wait for weeks to see if this company can actually fulfill the order. It is unreasonable to accept over $700 in payment for a product, then not only never proactively contact the customer, but also become unresponsive to the customer's outreach attempts.

  

  Business response

  10/13/2023

  Your order was refunded in full on 9/14/2023.  Once we were notified from the manufacturer that the product you selected was out of stock and unavailable, an email was generated to notify you that the order your placed on 9/12/23 was not available and you were being refunded in full.  We are experiencing technical difficulties with our website internet which also is tied into our emails and phone systems.

  Our correct email is:  ********************************    

  Thank you for your business and understanding.

  Customer response

  10/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a box of flooring on July 26th. The price for the flooring was a bit high but not extreme, the shipping charge however was CRAZY, it cost me 100 dollars shipping for one box of flooring. For a little more my amazon prime delivers millions of items to my door next day for FREE! They charged my card IMMEDIATELY and then nothing. I emailed and called with no response. Then I received a email on 8/15 claiming that it would be shipping that week. They gave me some strange app to download to get the shipping information. Its a shopping app of some kind where all the prices are listed in English pounds, which is weird for a company based in *******. The app was useless and keeps sending me notifications about things totally unrelated to my purchase. It is now 9/12 and I have not heard or received anything further. I have called a thousand times and emailed over and over and they do not answer the phone, I cannot leave a message and they do not respond to emails. I have left comments and reviews everywhere I can find to try to get some sort of response and nothing works. I don't know if this is a legit company or a scam or what.

  

  Business response

  10/13/2023

  Your order was delivered on 9/12/23.  Armand Flooring Products does not determine the shipping costs.  Those are determined by the freight carrier.  We do extend any discounts we receive from the freight carriers to our customers.

  I apologize for the non-communication, we are experiencing technical difficulties with our website, which is tied into our e-mails and phone lines.  We did try to reach out to you via phone, but you do not provide a phone # with your order.  Our correct email is:  ********************************    We thank you and appreciate your business.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order places on 8/22. No updates have been provided. Unable to contact business, the phones simply plays a recording telling to you email them. Email is unresponsive. I want a status update as to when my order will ship, or a full refund.

  

  Business response

  10/17/2023

  Regarding an update on your order, we place the order with the distributor/manufacturer and then we request a status report, due to the Covid Pandemic, most organizations have reduced personnel for various reasons, so the response time for an update is much longer.  Distributors and Manufacturers in the flooring industry do not send out notifications of discontinued items. Once an order is placed, then they will inform us if the item is in stock, available to ship, or discontinued.  Once we learn of any discontinued items, we then remove the item from our website.

  Your order was refunded in full on 9/7/23.
  

  I apologize for the non-communication, we are experiencing technical difficulties with our website, which is tied into our e-mails and phone lines. Our correct email is:  ********************************  

  We thank you and appreciate your business.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered flooring on August 14th and have received no further contact with the business. The "view your order" button in the confirmation email takes me to an error page, and the phone numbers listed on the website are not answered. I have waited weeks for an email response and have not heard back.

  

  Business response

  10/17/2023

  Regarding an update on your order, we place the order with the distributor/manufacturer and then we request a status report, due to the Covid Pandemic, most organizations have reduced personnel for various reasons, so the response time for an update is much longer.  Distributors and Manufacturers in the flooring industry do not send out notifications of discontinued items. Once an order is placed, then they will inform us if the item is in stock, available to ship, or discontinued.  Once we learn of any discontinued items, we then remove the item from our website.

  Your order was refunded in full on 9/13/23.

  
  I apologize for the non-communication, we are experiencing technical difficulties with our website, which is tied into our e-mails and phone lines.  We did try to reach out to you via phone, but you do not provide a phone # with your order.  Our correct email is:  ********************************   We thank you and appreciate your business.

  Customer response

  10/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 13th I ordered flooring for $3813.00 that was "in stock". On June 19th I received and email telling me it would not be in stock till mid-july, I asked if I could get a refund on my order. On June 20th the company said they were forwarding me to their billing department. After not receiving an email for some time I just decided to wait till it was in stock as mid-july was approaching. On July 24th I emailed asking for an update. On July 25th I received an email they were looking into my order. I sent another email on July 27th asking them to please give me an update or just cancel and refund my order. I have not received any other emails from them concerning my order. There is no way to get ahold of the company, as they're phone numbers tell you to email them and then they just don't respond to your email.

  Customer response

  07/28/2023

  They refunded me my full amount this morning after the complaint and having my credit card company send them a dispute. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered flooring material on April 2nd in the amount of $1,324.00 - ORDER #**** . Had to contact company for shipping since the shipping cost did not populate at time of online order completion Company did not contact me for shipping. Freight - $200.00 paid on April 20th or 21st. Material was shipped via Forward Air. Material was damaged at time of delivery and I refused to take delivery of material and discussed with driver and terminal manager about filing claim for damaged freight. Forward Air claims that there is a dispute between them and Armand Flooring and I have not been able to get an answer or update from Armand Flooring. They will not answer phone calls or emails.

  

  Business response

  07/07/2023

  I apologize for any inconvenience this has caused you.  Armand Flooring Products uses a 3rd party to ship all materials.  If material is refused at time of delivery, it is returned to the freight terminal.  Forward Air is responsible to contact us once the freight has been inspected for damage. Upon receiving confirmation from Forward Air that the material was damaged, a claim has been filed.  Armand Flooring Products has reached out to the customer via email, seeing no phone number was provided.  Once we hear back from the customer a full refund will be issued.

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for some flooring. I was on the website and there is no way to check the status of my order or to even know when it is arriving. I have called the 800 number to customer service and it just continues to ring no answer. I have also e-mailed the sales e-mail that was provided.3 times I have yet to receive a response. I just want to know what's going on if i am being scammed or whatever. I need the status. the website should provide a order status option. Or provide a reliable source so that I can talk to someone

  

  Business response

  05/23/2023

  I apologize for any inconvenience this has caused you.  Thank you for alerting ** of our phone lines just ringing, and not going to a voice mail box.  We have contacted our phone service provider of this issue and it is resolved.

  You should of received a response to your emails within ***** hrs. at the latest.  Our Executive Sales Manager has addressed this issue with the sale reps.  Not responding to emails is unacceptable work ethics and not tolerated by the management team at Armand Flooring Products.

  It was a pleasure speaking directly with you on 5/22/23.  Your flooring order was delivered to you on 5/22/23.

  i emailed you my direct line, please contact me at anytime.  Armand Flooring Products #1 Goal is always **************** & Satisfaction!

   

   

  Customer response

  05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Placed an order from their online site on May 13, 2021 and as of today Aug 25, 2021 still have not received order. They promptly debited the funds from my bank account one day after the time of transaction. I was emailed on May 20, 2021 from one of their "Sales Executives" named ***** **** that the item I ordered was on back order and he would give me regular updates on its status. I emailed him back on Jul 17, Jul 28 to no avail because I get no response. I then emailed the sales department directly on Aug 18 asking for updates and yet no response. Today (25 Aug 21) I left a voicemail, I think but who knows, it was probably a voice account they don't monitor, especially after being on hold for 10 minutes before the ability to leave a voicemail even came up. If there are so many complaints about this company, which I wish I had investigated prior to placing order, how are they still in business.

  

  Business response

  11/05/2021

  Consumer Response /* (2000, 9, 2021/09/19) */ Thank you for your assistance in this matter. Armand Flooring has made good on this issue and have refunded the entire cost associated with what I ordered and have given a discount from what I originally ordered. They have sent the ordered carpet and when received I will send them discounted payment for the carpet. I am glad to see that they have made good on this issue but sad that it took a complaint to the BBB too resolve. They informed me that the sales person had left the company and did not know how this fell through the cracks.

*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. ↩