ComplaintsforExpress Floors

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to express flooring, picked out flooring in the warehouse and then changed my mind. I went back and picked out flooring again spoke with *****. She told me how much the price was and gave me a print out of the price I went to the bank and got a cashiers check and took it back then it was taking a while I called several times for **** and he wasnt available. I was inquiring about moving furniture I became very frustrated when I was told ***************** we have bent over backwards for you. I have paid and at that point I wanted to cancel they told me it was non refundable I had not signed any contract and they have never ***** over backwards or did anything but at this point provided poor customer service.

  Business response

  09/07/2023

  THE CUSTOMER INSTALLATION HAS BEEN COMPLETED SHE IS VERY HAPPY WITH THE WORK THAT HAS BEEN DONE!

  Customer response

  09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, they did not do any work, they refunded me all of my money. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 2, 2023 I paid $554.19 for 3 Boxes of CW68OV-Color Coffee flooring. I ordered it on Febuary 14, 2023. ****** was delayed because they said one of the boxes was damaged and they had to wait for another shipment. I picked up on March 2, 2023. Employee told me she inspected and it was ok, the box was opened and looked a little rough. I accepted her word. When my contractor got to that box he found damaged material. Corners broken and 2 pieces with 1" x 1/4" gashes on side of flooring. Returned the box that day on 4/12/2023. Employee told me she would mail the refund the next day. The "owner" of the business called me latter in the day and said he would not. I had to wait to get another box. My contractor was done with the job, he adjusted to not do the hallway and I accepted the cost of the unused portion of the 2 boxes I kept. The owner kept saying custom. Something that comes in a manufactured box is not custom. I would like a refund for the damaged box. I adjusted to Express floors delay and drove from ******* to ********* 3 times. I think that is enough. $184.73 is 1/3 of the bill and would be a fair settlement for my time, trouble, gas and materials returned to Express Floors.

  Business response

  05/22/2023

  ***************** came by Express Floors looking for new floors, the material she picked out was a special order and non-refundable. This information was given to ***************** at the time of purchase. The original box was damaged upon arrival and a new box was ordered the same day. We did call ***************** to let her know we had ordered her a new box, The second box came in was also damaged but not damaged where material could not be used. ***************** inspected the box upon pick up and decided it was ok and took  the material home. Once getting home she decided the box was damaged and could not be used she brought back to the office and demanded a refund, We explained to her again the material was a special order and refund could not be issued however we could get her a new box. ***************** did not want a new box. 

  Customer response

  05/23/2023

   
  Complaint: 20088514
  
  I am rejecting this response because:I did not inspect the box, I took the employees word that she inspected it.  If they can get a second and third box, I'm sure they can get their refund for damaged goods.  My contractor completed the job and I am not driving to ********* again.  If you display the companies products they should be glad to keep your business, I am not.  I want a refund for materials that were unusable according to my contractor and what I saw when he took them out of the box.
  
  Sincerely,
  
  *************************

  Business response

  05/30/2023

  ***************** came to pick up her boxes of material the Office Manager that was here had pointed out the damaged box to ***************** and she chose to take the box with her. The office Manager then loaded the boxes into her car for her. The box can not be refunded due to being a special order which was explained to *****************. We are more than happy to get her a new box but ***************** explained she didn't want it and would not accept it. 

  Customer response

  05/31/2023

   
  Complaint: 20088514
  
  I am rejecting this response because: The employee told me that she inspected the material and it was fine.  I am a senior citizen and took her word for it.  You are distributing damaged goods and with the timeline the materials are of no good to me. Return them yourself to your supplier.  Do they want your business???  Any other company would give me a refund for damaged goods.  Why should I absorb the cost of bad business.
  
  Sincerely,
  
  *************************

*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. ↩