ComplaintsforFloor-Mart

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thursday April 20, 2023 Hello BBB,The reason for our complaint: Dissatisfied with service promised & provided by Floor Mart Note: We are a repeat customer of ********************** located at ********************************************************. On 4.17.23, we purchased a 12 x 20 remnant & padding from Floor Mart. Sales Agent: ************ to purchasing carpet & padding, it was discussed with the sales agent the services for installation. We confirmed the carpet would be power stretched and *** guaranteed the carpet would be power stretched during the installation. On 4.20.2023 8:30 am the installer, punctual and professional installed our carpet. However, when the installer was installing, ******* asked for the carpet to be pulled tighter at the corners and power stretched. The installer indicated he could not power stretch the carpet because his claw spikes were too long and would mess up the plywood underneath. He said he did not have the equipment to power stretch the carpet. On 4.20.2023 @ 11:30 am ******* went to the store location and discussed the lack of power stretching. *** indicated he would speak with the owner. On 4.20.2023 @ 4:04pm *** phoned ******* and indicated they would not do anything to resolve the issue because the installer said we were satisfied with the service. We are satisfied with the quality of the carpet however not happy with the lack of service we were specifically promised prior to paying for the carpet. The salesman shouldve made sure he sent an installer who had the equipment to install our carpet as promised. Respectfully, ********************************* Expected Resolution:1. Resolve the issue with Power Stretching as expected 2. Reimburse any additional monies paid if we find someone to fix the issue. In addition, we are requesting one hour reimbursement of our time. Requesting money credited back to our credit card. No store credit. **************** ****************************************************************************** ************ ************

  Business response

  04/21/2023

  We were NOT told that the unit was a trailer during the sale process or prior to our arrival.  A power-stretcher can not be used in a trailer because the force would put a hole through the wall.  A crab-stretcher was used instead.  The customer was assured that their labor warranty is still fully intact.   The customer became irate on the phone with our salesperson.  We installed the carpet the same day it was purchased.  We went above and beyond.  I'm not sure why this customer feels the need to give a ****** review on ****** and file a claim with the BBB.  NO deception was used, NO sub-par service was given, and the value the customer received was not matched or beaten by our competitors.   

• Initial Complaint

  03/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have used this company several times in the past always having a few issues BUT this time they really cost us lots of money. Knowing the tile we were ordering was expensive we had a representative from Floor Mart of ********** come to measure. We then ordered what was recommended by Floor Mart after the completed job was completed, we had such excess of tile that it cost us well over $1,000.00 After speaking with the owner **** he completely refused us any credit due to their mistake.

  Business response

  03/04/2023

  My reply emailed to Mr. and *****************:

  *****, *****, and ****,
  
  
  I received the BBB complaint this morning.  I have to tell you, I'm pretty disappointed.  
  
  After Hurricane *** devastated our area, we made you our first priority despite the hour and half distance.  We provided you with a tile quote with enough tile that would ensure you wouldn't run short.  At the time, materials were going quickly.  Knowing that you wouldn't get to your tile project for months, purchasing the same dyelot was a priority.  You were aware at the time of purchase that this material was a special order and we could not accept returns after your project was finished.  You also had time for you and YOUR OWN INSTALLER to review our quote.
  
  We stored your material for over 4 months, AT NO CHARGE.  
  
  
  You selected a large format tile, which usually requires more waste.  Out of your 1250/ft order, you had 140/ft left.  We eliminated the risk of falling short of material.   We aren't happy that you have leftover material any more than you are.  
  
  We can't return the material, and we especially can't return it to our vendor 4 months later.  Again you were aware of all of this prior to your purchase.
  
  How are **** and I thanked for the outstanding service post hurricane?....you file a complaint with the Better Business Bureau.  This is my 1st and only complaint in 19 years.  
  
  Needless to say, our business relationship is over.  Please don't contact us again.
  
  
  Thank you.
  
  
  ****
  Floor Mart

  Customer response

  03/08/2023

   
  Complaint: 19532490
  
  I am rejecting this response because:

   

  I would like to clear up a few things with *************'s response from Floor Mart. In the attached document you can see we only received our tile on 12-30-2022 and it was delivered in January.  Therefore, they could not have been stored it for 4 months.  Also being that our house was uninhabitable due to the devastating lost we incurred during hurricane *** we were not living in town.  We relied on Floor Mart since they had done our last job only 3 years ago, see attached for the measurements.  The square footage had not changed, and we were replacing the exact same areas as before.  The sales associate said could use the same measurements to place the order and we trusted them.  But somehow, they ordered an extra 148 sq sf. which cost us over $900 extra.  We picked the tile from the floor display at their showroom.  Now addressing the distance from their showroom and our location we paid an extra delivery fee to have it delivered to our home.  When it was delivered, we were a pallet short and **** the owner brought it to us.  When he delivered the remainder of our tile **** realized we had a broken box and being over $76,00 a box he should have returned it immediately and gave us a credit.  But said instead we were to drive it back an hour and half to Floor Mart to receive the credit even though he knew it to be broken when he delivered it!  We RECEIVED  an immediate refusal when we tried to address the overage issue that had changed from our initial order by over a 100 foot. These are issues we hoped that **** would have addressed being our family have been long time repeat customers.  What we are asking for is some compensation due to cost we incurred due to the large overage, and we would like to be credited for the broken box of tile that was knowingly delivered, 

  SEE ATTACHED DOCUMENTS THAT CONTAIN PREVIOUS AND CURRENT ORDER.

  
  Sincerely,
  
  ***** and ***********************

*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. ↩