ComplaintsforMcCool's Flooring Outlet

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have brought around **** sq ft of luxury vinyl flooring from ******** flooring from ******* Out of which 2 packs were damaged. We have around 8 packs which is unused too. We asked if we can return the damaged goods but the request was refused.We have never faced this with any of the business, we really need help.

  Business response

  02/07/2022

  From: ******************************* <*******************************>
  Sent: Friday, January 21, 2022 2:04 PM
  To: ************************************* <***********************************>
  Subject: ref ID ********
  
  Good morning, I received a refund/exchange complaint in yesterdays mail. 
  
  I would prefer to discuss this on the phone with BBB and have left three separate messages with no response, so I will provide the information electronically.  To be clear, I still am requesting someone to call me to discuss via phone.
  
  The name on the complaint does not even closely match who we believe this is in reference to.
  
  Regardless, we feel confident which customer it is as this is the only person with whom we are having a communication issue.
  
  The situation is as follows:
  
  Customer purchased this cash and carry through our Carmel ********* They did their own measure/installation and even picked up material themselves at our Kokomo warehouse on 11-13-21.  Our warehouse team hand loaded the material in customer's vehicle and no damage was noted at that time to any of the boxes. We inspect material as it is received in our facility and again when it's loaded to customers. We understand there can be unseen damage inside boxes.  It is our policy that even when a customer signs that all material was received in good condition, we will still reorder and replace damaged material upon return of the said damaged boxes.  The product in this situation was a special-order item.  We do not stock this sku so the customer signs there is no return of special-order material.  (We inventory many skus and these are returnable for up to thirty days for any reason.  We simply place them back on the pallet of stocked material.) But, we will, of course,replace any damaged material immediately upon return of those damaged back to our store whether its from our stock or ordered in. Material can be returned to local store front; it is not necessary to return to main Kokomo warehouse where they picked up.  Customer understood this upon purchase and hung up on staff when we attempted to explain it to them. We do offer full service, if this is what a customer wishes.  This includes free measurement of the home where material is to be installed. We then schedule and have material professionally installed.  In this situation we are responsible for the amount of material used.  If we are short, we pay for additional material.  If we have boxes left over, we return even if it is a special-order material as we were the ones that mismeasured.  But in this situation, it was a customer measure and customer install.  Therefore, it is the customer's responsibility to measure for material and perform install. The customer originally called to request return of unused boxes.  We reviewed the special order, no return policy as noted above with them at that time.  The customer is now calling with "damaged" boxes to return. 
  
  To restate, we will be happy to exchange the two (2) said damaged boxes upon their return.  There is never a time we refund money for damaged materials.  The other boxes are non-returnable as this material is special-order item.
  
  It is always regrettable when there is a communication issue, as this clearly is.  It is our intention to make this good with this customer as we would with any of our customers.   
  
  I would still appreciate a return call as requested.
  
  
  Sincerely,
  
  *********************
  ******** Flooring
  Kokomo-Carmel-Avon
  ************
  ******* 6:33
  

  Customer response

  02/07/2022

  This could be because it was on my spouse name '*********************'. My only concern if we are saying out of **** sq.ft plank if 8 planks are damaged and 5 boxes are planks are not used, we should be able to return it. We do the same for *********** lowes. Its just wastage of resources. Please let me know if you need anything else from my side. 

  Business response

  02/11/2022

  Customer purchased this cash and carry through our Carmel ********* They did their own measure/installation and even picked up material themselves at our Kokomo warehouse on 11-13-21.  Our warehouse team hand loaded the material in customer's vehicle and no damage was noted at that time to any of the boxes. We inspect material as it is received in our facility and again when it's loaded to customers. We understand there can be unseen damage inside boxes.  It is our policy that even when a customer signs that all material was received in good condition, we will still reorder and replace damaged material upon return of the said damaged boxes.  The product in this situation was a special-order item.  We do not stock this sku so the customer signs there is no return of special-order material.  (We inventory many skus and these are returnable for up to thirty days for any reason. We simply place them back on the pallet of stocked material.) But, we will, of course, replace any damaged material immediately upon return of those damaged back to our store whether its from our stock or ordered in. Material can be returned to local store front; it is not necessary to return to main Kokomo warehouse where they picked up.  Customer understood this upon purchase and hung up on staff when we attempted to explain it to them. We do offer full service, if this is what a customer wishes.  This includes free measurement of the home where material is to be installed. We then schedule and have material professionally installed.  In this situation we are responsible for the amount of material used.  If we are short, we pay for additional material.  If we have boxes left over, we return even if it is a special-order material as we were the ones that mismeasured.  But in this situation, it was a customer measure and customer install.  Therefore,it is the customer's responsibility to measure for material and perform install. The customer originally called to request return of unused boxes.  We reviewed the special order, no return policy as noted above with them at that time.  The customer is now calling with "damaged" boxes to return.
  
  To restate, we will be happy to exchange the two (2) said damaged boxes upon their return.  There is never a time we refund money for damaged materials.  The other boxes are non-returnable as this material is special-order item.
  
  It is always regrettable when there is a communication issue, as this clearly is.  It is our intention to make this good with this customer as we would with any of our customers.  
  
  
  
  
  Sincerely,
  
  *********************
  ******** Flooring

*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. ↩