Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flooring from the company and after getting it home, I realized that I did not have the correct flooring. When I took it back I was told they don't take back flooring and that there would not be a refund. My mistake because I didn't check what they ordered. I had this company but in the floor originally so didn't think they would make a mistake with getting me more of my type of flooring. I was called by someone from the company and he told me to just take the flooring and put it down some where else.I just want to return the boxes of flooring and get my refund.

  Customer Answer

  Date: 08/24/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/29/2023

  The Client ************************* called the us and asked if we are able to order a **** product. Using a Style code and color name that she provided us we were able to source the product and let her know that it was available for order. Later in the week that the client had taken the product home, she called to inform us that the product she had did not match her existing floor. Southern Maien Floors went back through our order and receiving to make sure the right product was delivered. After the inspection the product information that was given to Southern Maine Floors it does not match the product that is down on the existing floor. We then looked into the new product to find out that the product down on the floor is discontinued and cannot be ordered. After the client asked for a return, we informed the client that the vendor will not take back a return of less than 100Ft. When she voiced that this would not work, I called my rep at ****. I was able to get the rep to return less than the 100 ft limit for a 30% restocking fee plus Freight. This is the normal return policy and is stated at the bottom of all Southern Maine Floors Estimates.

  We then Informed the client of the new proposed return that we had worked on with the vendor. The client would still not accept the Return offer. (Actual Cost $ ****** less the 30% return fee plus shipping and handling of $ ****** for a total refund of $ ****** )