Floor Coverings
Worldwide Wholesale Floor CoveringsComplaints
This profile includes complaints for Worldwide Wholesale Floor Coverings's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2024
Type:Product IssuesStatus: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 placed order # ****** on 12/01/2023 and it included:Legends ************************* laminate - special order Legends - quarter round malted barley - special order I have the following issues with this order:1.The quarter rounds I received are different colors than laminate. 2.The production date on the stickers of quarter rounds is 07/12/2022, so they were in stock and cannot be considered as special order.3.The quality of the quarter rounds I received is much worse than the items with the same production code sold in the ********** for the price of $10.98 each, as I paid for this worse quality special order price of $44.10.So, the store mislead me into buying the product of wrong color, worse quality, higher price, produced almost 2 years ago and now refuse to return my money because it was special order. I tried to address these issues to the store by email and in person, but they disregarded my complaint.The amount I paid for 9 quarter rounds is $396.90 plus NJ tax, altogether $423.19.Business Response
Date: 04/24/2024
I am sorry the customer is unhappy with the molding. I spoke to the store manager who was there, he confirmed the molding was the correct color. We do not stock the laminate or the molding therefore making it a special order and not returnable as outlined on the receipt. However, as a resolution of the customers concerns, I will send them a gift card in the amount of $422.00 which is equivalent to the purchase price of the molding and sales tax.Customer Answer
Date: 04/25/2024
Complaint: 21592277
I am rejecting this response because:
The content of the offer is ambiguous and requires clarification.
If they mean the gift card that could be used anywhere as cash, then it is acceptable.
However, if they mean their store gift card, which is actually the store credit, then it is definitely not acceptable, as I have no intention to buy anything in that store.
Regards,
***********************************Business Response
Date: 05/01/2024
Again, we are terribly sorry the customer is unhappy with the molding they ordered. However, there is nothing wrong with the molding, it is exactly what was ordered. The special-order terms are on the customers receipt, we are unable to take them back.
Yes, as an accommodation, we would send the customer a ********************** gift card for the full purchase price of the molding.
Customer Answer
Date: 05/01/2024
Complaint: 21592277
I am rejecting this response because:
As I mentioned in the previous communication - I will not accept the Worldwide gift card because I have no intention to buy anything in this store.
Regards,
***********************************Business Response
Date: 05/09/2024
I am sorry the customer feels that way.
Our return policy on the back of the customer's receipt states "All special ordered carpet, ceramic, trim pieces, wood, laminate and resilient flooring are non-returnable"
Nonetheless, I believe we offered the customer a very reasonable resolution of their concerns, by giving them a full credit of those materials, in the form of a Worldwide gift card.
We will not be offering any type of refund.
Customer Answer
Date: 05/09/2024
Complaint: 21592277
I am rejecting this response because:
The store mislead me by selling me the product made 2 years ago as special order and now refuse to return the money. I don't need the store gift card as I am not going to have any business with this store.
Regards,
***********************************Initial Complaint
Date:10/10/2023
Type:Product IssuesStatus:ResolvedMore 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.
On Sept. 8, 2023, I went into the Lawrenceville location of Worldwide Flooring and requested a quote for a Bruce Turlington hardwood floor. The salesperson I dealt with was Jeffrey G*****, Asst. Manager. I had obtained quotes prior to going to Worldwide. My floors had already been measured, but I was looking for a particular color made by Bruce Flooring. Mr. G***** located the flooring and sent me by email my 1st Quote at 12:39pm. I responded at 2:24pm indicating that I had other quotes which recommended an underlayment with a Quiet Walking surface. I asked him what underlayment does your quote include. He responded that they used a 3 mil quiet foam. Based on this information, I went into Worldwide (Lawrenceville) and paid a deposit of $4,500 for the flooring and underlayment. The Bruce Flooring came in and installation was scheduled. On September 29, 2023, the installers came and did an excellent job of putting the floors in. However, it was not until near the end of their work that I discovered that the underlayment I had purchased was not the underlayment that was installed. I got the packaging label from the underlayment which was installed and discovered it was a 2mil underlayment and not 3mil as I told on September 8th when I placed my order. I then looked closely at the Final Quote I received from Mr. G***** on 9/8/23 when I made my deposit on the order. It listed Real Sound with moisture barrier under one line item, as well as, includes premium sound reduce underlay and includes whisper step underlayment under another line item. On October 2, 2023, I advised Mr. G***** of my concern about the underlayment I received. He admitted they switched the underlayment. I was not informed of the switch and only found out about it inadvertently. He said there was no difference in the cost of the 3mil and the 2mil. He said the padding was at no cost. I did not ask for a no cost underlayment. My concern was for a quiet insulated floor padding. Need your help.Business Response
Date: 10/13/2023
There is no additional charge for the underlayment, we include it on the installation. Unfortunately, from time to time, whether due to supply chain issues or products being discontinued, we have to make comparable substitutions. However, the customer should have been notified. Although there was no additional charge for the underlay, it does have a retail value as some people will purchase it for DIY projects. Therefore, as a gesture of customer good will, we will send the customer a gift card in the amount of $440.00 which would have been the retail price for the underlayment.
I hope they find that to be a reasonable resolution of their concerns.
Business Response
Date: 10/31/2023
The customer acknowledges, the underlayment is comparable to what she looked at elsewhere. The fact other places may charge double of what we charge, shows you the value of what the customer received.
We will not be able to provide the customer with an Amazon gift card in any amount.
For our DIY customers we sell the underlayment for $49.00 per roll. The customer needed 9 rolls, that would total $441.00 if they had purchased it. In lieu of the gift card we would be willing to offer the customer a refund of $441.00.
I feel this is a more than reasonable resolution of the customers concerns considering the circumstances.
Customer Answer
Date: 11/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. This along with your previous agreement for your company to obtain and install a 1 piece match (Butterscotch) 1/4 round to finish the threshold on master bathroom doorway will settle this matter.
Regards,
**** *********
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