This company had been recommended to me. I went to their showroom on several occaisions and found a hardwood floor I liked to do an entire house.
I went in January to get an additional sample of the flooring I liked to show the kitchen designer. The salesperson said the flooring was on sale and I should buy it now. I told them I did not need it until March and they said no problem, the wood would be held for me if I bought it now.
Well, i did buy it and nothing was said about returns or re-stocking. BEWARE: read the fine print. My contractor finished with the job in March and had a lot of boxes left. He went to return it to the company and they refused to take it as they said it was a 30 day return policy. The salesperson was horrible and swore at my contractor.
I go the name of the store manager and left a message explaining the situation and asked for a return call. NO return calls.
This company is all about getting the sale.. After the sale the customer service is the worst.
- Approximate cost of services:
- $9,000.00
- Company Response
We are happy that our many years of great service and excellent reputation resulted in you being referred to us, and we honestly did all we could to please you. However, your comments are inaccurate and misleading.
Our time-limited return policy, which is clearly evident on our invoices and on signs all over our showroom, is not arbitrary. It is required because of the nature of the products we sell.
As was explained to you, hardwood flooring is an organic product that is very sensitive to climate. It must be kept within certain temperature and humidity levels to maintain its quality. Storing the flooring in areas such as basements or garages, even for a relatively short period, can have serious detrimental effects and render it unsellable.
Thus, we advise all of our customers to: carefully measure the amount of flooring needed to avoid undue excess; take the flooring home as close as possible to the actual installation date to ensure that it is not stored in less than optimum climate conditions; and for the same reason, return any excess product to us as soon as possible.
You elected not to follow our advice.
The flooring you selected happened to be on sale at the time, so we offered to let you buy it at the reduced price well in advance of when needed and to store it for you free of charge. Instead, you took the hardwood home rather than leave it with us until installation a couple of months later.
Furthermore, you bought way too much flooring as your measurements were grossly inaccurate.
Lastly, you took your time in returning the extra material. Had you simply left the flooring with us until just before installation as we recommended, all of this could have been avoided.
Our employee swearing at your contractor is a completely untrue fabrication. Customer service is paramount to us, and all customers are treated with respect and dignity.
We understand that you are frustrated, but we would ask that you not try to blame us for your own errors.