I brought a sample of my current hardwood flooring to the showroom. The sales representative helped me match it. What I received wasn’t even similar! I was told I received exactly what I ordered. NOT! No REFUNDS or EXCHANGES. The sales representative said that once installed it would look fine. What happened to customer service? What a waste of $2000!
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- Company Response
It is unfortunate that you are unhappy with the floor you selected. We are very forthcoming with regard to our return policies, and aim to set realistic expectations for clients who are trying to achieve a colour match (often very challenging).
You brought a single board from your previous flooring purchase from years ago in order to make your selection. We recommended more than once that you take home samples to see them in your lighting, and right up next to the existing floors you wanted to match. You declined to do so.
When you made your selection and purchased Wheat Nuance, we explained our return policy. However, you later changed your mind and wanted the ProSeries Santa Fe instead. We are very accommodating where possible, and were able to change your initial order per your request to the ProSeries Santa Fe. Timing was on our side as the order had not yet been produced by the manufacturer. We also issued a credit for the difference in price despite our return/exchange policy.
To date we have not seen a sample of the floor you purchased. The boxes we shipped you identified the product as ProSeries Santa Fe, which is what you purchased. If you believe you have received something else in error, please reach out to us.