Purchased hardwood flooring from Mike - chose two separate colours to install in our home. Prior to purchase, Mike told us that we could return unused, unopen boxes of material. This was confirmed several times not only with us but also our contractor friend who was with us at the time of purchase.
When we came back to return one box of material, Ruslan told us we could not return it because it was a special order item.
Policy or not, this is contrary to what we were explicitly told on several occasions before and during purchase. If a mistake was made by staff, why should the customer have to pay for it?
AA floors is competitive on price but their customer service experience is severely lacking and leaves me feeling like I could not recommend them to friends because we cannot trust anything they say. If they were upfront about their return policy, we would have been satisfied. Since we could not return the material, they are not competitive on price or service and I would not recommend them to others.
- Approximate cost of services:
- $4,000.00
- Company Response
We apologize if one of our sales associates was a little vague on our return policy. But the terms were clearly spelled out on your invoice, and ultimately, this is the most important document which governs the rights and responsibilities in the customer-retailer relationship.
It is also advisable to do precise measurements of the rooms in order to eliminate waste and unnecessary product being ordered. If working through a contractor, ensure no more than 5% is being ordered for waste/cuts as some contractors will insist on margins of 10% or more for their own expediency, leaving the customer to deal with unused material.
Finally, we're disappointed with your rating since our product and price were clearly better than the competition, which is what drew you to our business in the first place. This unfortunate misunderstanding with returns was a very small part of the transaction. We ask for a more fair evaluation.