ComplaintsforAffordable Flooring & More LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased new flooring ordered on 07/08 or 07/09 . in store sales person told us material was a laminate floor of which we wanted. Paid for and ordered material, when flooring was received on Friday 07/12 it was vinyl not laminate like we were told and wanted. We immediately brought it to their attention but store refused to make it right. Sales person will not own up to her mistake, probably afraid of being let go if she tells the truth. Owner hides and does not work out of the store and will not take back the material unless we pay restock fee of 25% . This was their mistake the sales person did not know the product and gave us bad info. Now we are stuck with a vinyl floor that we did not want. No where in the store does it say no returns or anything about a re stocking fee. Again owner hides and will not face up to their mis representation of product.

  Business response

  08/14/2024

  Thank you for your request for an honest response and documented timeline against a targeted complaint in order to protect our hard earned reputation & name of our small locally owned and operated family business with combined 30 + years of experience in the community we are located.
  
  
  7/2/24
  The customers first came into our showroom on 7/2/24 inquiring about waterproof flooring they never specified not wanting a Vinyl or SPC laminate product nor did the term laminate come up until after product purchased and taken home.
  Laminate is considered a floating floor and there are several products that are in the category of laminate floorings with SPC, LVP & Fiberboard type flooring all belonging to that family.
  The customers freely looked through several displays with our office personnel, they picked a few based on color/tone which was her main concern. My office manager was on speaker phone reviewing pricing with our office personnel & answering any questions that day almost their entire visit as our office personnel isnt a sales specialist which they were informed and why the  call was made to office mngr as she doesnt have pricing or product knowledge. So she verifies everything, every time shes in office and a customer is inquiring.
  They selected two theyd like to see in their home at which time, I (*************************)on my way to the office had arrived where I introduced myself.
  Im the sole owner of Affordable Flooring & ********* I interacted with both the ************* they had several questions regarding installation recommendations, I thoroughly discussed the differences and prep work needed, I personally answered questions, reviewed the product & installation guidelines etc. explained the difference of some of the different products. The product information for the product they selected is also clearly stated on the back for research information.  
  Customer took samples home for review after giving their information to my office personnel.
  
  
  7/3/24
  The customers returned back the next day 7/3/24 to return samples, they informed my office personnel (same office personnel) that they really liked the product in question, they had family coming from out of town the next day or that week but would be back to purchase after their family returns home.
  
  7/8/24
  Mrs had come back in to our showroom at which ****, a different office personnel was in office and she had explained she was in a few days ago spoke with the other lady & is planning to purchase and already took samples home, but would like to borrow the samples again one last time to be sure between the two she took home the first time. She did look at a few more again with **** and said she was set with the originals at which point we kindly obliged. 
  7/9/24
  Mrs came back in the next day happy to see our original office personnel. 
  Mrs stated she found the same product at another competitors location for less money, stated she had an estimate from the company in writing asking if we would match pricing as shed like to give us the local small family owned her business. 
  Our same original office personnel made the call to me asking if we could match pricing for the customers who we helped the week prior, at which point I kindly obliged if she had a written estimate. I also verified over the phone that theyre fully aware of policy, all special order product purchases are final sale. Special order products are not stocked in our personal warehouse,  I personally heard it conveyed directly to them and acknowledged. She (our office personnel also conveyed that when they had come in for the initial visit & obtained pricing for purchase. 
  Product would also have to be paid & full upfront. We ask for it to be paid upfront when its a special order product because of our no refund, returns or exchange policy on special orders. Which again reiterated.
  The customer wrote the check, product ordered and informed it would be ready by end of the week 7/12/24
  7/12/24
  Product was on its way in, we wanted to help make it easier for them so we called her letting her know if she could make it within the next 45 we would kindly load the order as they didnt want to pay for delivery. Both ************ came to pickup product at which time they took our installer on the side and asked if he does side workwhat he would charge for prep and what labor price hed charge as the price our store personnel quoted was a little high for them. He did inform us after they had left. He also explained its a great product and had given tips on the product installation as waterproof LVP/SPC laminate type products are top selling, being installed on the daily. 
  7/13/24 
  Next day after taking product home they came back and started with the product was mix represented. Office personnel called mngr, the Mngr spoke to both and kindly stated they ordered a special order product, confirmed she was the one who was on the phone each time they came into the store and verified the return policy. 
  The owner wasnt hiding or not showing face as I spoke directly to them and I do all of our installations so I cant sit in the office everyday.
  We are a small family business, struggling in this economy, and I cant afford to purchase excess special order materials someone selects and changes their mind about after they take it home. They demanded a refund immediately, which was declined. They did get nasty with both mngr & office personnel.
  The had taken the product with full information on the backside home twice from our location and researched it with another dealer whose info we also have as she stated it to us. They could be researched it online, Im 100% certain they were fully informed from our side what they were purchasing as I personally informed the day I was there and reviewed it all with them.
  This is a case of either buyers remorse, they didnt realize what they were getting into with installation, possibly couldnt afford installation since we know it was inquired?
  Id also like to notate that she paid with two different checks as she stated ************ was helping purchase flooring for them. Maybe they hoped to receive money back if they returned it? I can only speculate. 
  As a moral person with integrity & being a small business having to worry about dishonorable people out there who want to smear a reputation I work hard to keep, I offered to see what the distributor would help with if we needed to restock or if theyd let us exchange for another product in their line in order to help keep customers happy. I informed them I wouldnt have an answer until Monday. Monday comes and we get a phone call with confrontational demands for a full refund, they didnt want no exchange. Office personnel informed them we couldnt do that but we are trying to help them with a possible exchange & waiting for confirmation on what restocking fees would be if allowed. Later that afternoon they did get a call with offer for exchange or option of 25% restock fees. They refused and threatened a lawsuit if full refund was not made. As to date we have not heard
  Rd back until we received this BBB request.
  Also notate they did call owner of distributor who also informed them the product they selected is in fact part of the laminate family (his statement is available if needed) he fully educated them about his products. He also informed them that we are telling the truth there is always restocking fees and cost involved with exchange. **** with Diamond Surfaces & Supply. He offered to help discount if they wanted to exchange in to an alternate product from his line.
  To summarize nobody was hiding not sure where that came from, nothing was misrepresented, we have offered above & beyond in trying to make them happy. We always strive for customer satisfaction and have a very good reputation that has earned us repetitive business & referrals.
  
  
  Best Regards, 
  ************************;
  Affordable Flooring & More 
  ********************************************************

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