Business ProfileforPerformance DIY

Another company that does not live up to customer service. Had unauthorized charges on my bank card and they only shipped partial order. I purchased 2 kits to cover 750 sf garage. I was told by sales rep to upgrade to freight shipping because Fed-Ex was unreliable & would likely lose my packages plus freight would only be 4-5 days. Since I was racing against cold weather I paid the extra shipping charge. Then 12 days later my material arrived (what happened to 4-5 days). I asked Epoxy-Coat about the delay and they said it wasnt their fault since they are not responsible once it leaves their hands. I asked why did I get charged for 4-5 day service if they can take as long as they want. They claimed they misquoted shipping (their error not mine) so they cant do anything for me. After spending the weekend taking EVERYTHING out of my garage, renting equipment ($200) to diamond cut the floor plus masking material I realized they didnt send me the entire order. I contacted Epoxy-Coat and they said their shipping team failed to completely fill the order (another error) so they would ship the missing items. It would take ANOTHER week but no guarantees since they arent responsible for shipping. I explained that this would put me past our cold weather time frame and I would have to put everything back in the garage, wait until spring, empty it back out, re-prep the floors, complete the project and put everything back AGAIN. I felt since I was out $200 for rental equipment and my time they should refund my $175.95 shipping costs. They informed me that since they misquoted shipping the actually charged my card $235 (unauthorized) for shipping not what I was quoted ($175.95) therefore would not refund the shipping costs. I reminded them of their owners/CEO ********************* mission statement that his #1 goal is customer satisfaction guarantee. *************************** then gave me the option to pay for the shipping to return all the material (approximately $250-$300) AND pay a 30% restocking fee or just shelf the items until spring and then finish my project. Not much of an option for me. Its sad when a company does not stand behind their own mission statement that specifically says #1 goal is customer satisfaction guarantee. I will file a dispute with my bank card for a FULL refund and they can pay the return shipping costs AND have no sale. Somehow wasting all that shipping costs makes more sense to them then refunding me my shipping & making a profit on the sale.