Award Flooring

First we would like to say we understand Mrs***'s anger and frustration over this situation, however, her anger is directed at the wrong partiesWe are just as frustrated with [redacted] 's lack of a timely resolution as she isTheir delay in processing the return of defective material and issuing the refund to us has caused this to escalate to the extent listed in Mrs [redacted] complaint.The following is a time line that has transpired with regards to her project.7-21-Customer came into store to look at productTook samplesProject has been delayed.12-12-Customer took more samples.1-12-Customer came in with product they found in another country and wanted.Award Floor contacted company ( [redacted] ) inquired about purchasing.As we had no relationship with this company, they required us to fill out credit application and required to be C.B.D(cash before delivery)3-10-Customer agreed to pay for material to order floor(Deposit) $(material only, Award Flooring paid Massachusetts Sales tax $426.11)3-16-received check from customer.3-22-Purchase order to [redacted] with payment sent for materials.3-29-Materials arrive to our warehouse.4-No contact from customer or contractor with regards to installation dates.5-24-Spoke with Contractor about installing floorRequested floor be installed on Monday 29thExplained it was the Memorial day and we were closedWants us to start day after Tues5-30-5-26-received phone message from Mr [redacted] telling us we better "Get on it" as they had furniture coming the following week.5-30-Installers and Mr*** arrived at job to check site conditions Back to warehouse to get materialMaterial was found to be defective Contacted [redacted] (sales Rep) about gaps and spaces in material6-1- (1:30pm)Meeting with rep, she took pictures, contacted her company and it was agreed that the materials were in fact defective.They will replace productSending RA for defective material then once it was received at their facility, would ship new stock.6-1-(4:30pm) Called Mrs [redacted] to alert her to the defective materialShe told us that we should have check the stock when it came into our warehouseBecame verbally abusive, and told us to "deal" with [redacted] her (contractor)6-2-Spoke with [redacted] (contractor), told him that the company will replace stockDoes he want us to reorder material or cancel? We told him we were not comfortable installing the product at this point6-2-(12:21pm) Received email (attached) from Mrs [redacted] stating they spoke with another installation company and he would be in touch with us about picking up "their" [redacted] r.6-2-(3:16pm) Received email from [redacted] (rep) reviewing the phone conversations she had with both Mr*** and Mrs***( attached) stating the terms of the return, credit, and issuing of refund check.6-11-Contacted [redacted] regarding the pick up of defective materialReceived an "out of the office" auto replyContacted Rep she forwarded request to another contact6-13-received a forwarded email that said customer service rep and [redacted] have been out of the office all week and that they will try and get it a.s.a.p(See attached)6-20-Request from Mrs [redacted] looking for updateSent email to [redacted] , auto reply states "out out of the office".6-21-Sent another email requesting an update on picking up material and issuing refundFinally received back a BOL from [redacted] Material was picked up by common carrier that day.7-11- Requested another update from [redacted] regarding refund No reply until 7-(see attached)7-13-Received email from [redacted] from customer service that they will try to get to this "asap".7-17-Credit being issued Check to be issued 7-21-177-21-Emailed to find out if check went outNo response"out of office auto reply" received(see attached)7-24-Email from [redacted] stating that they had "hoped" to send out check on Friday 7-21-but credit didn't get in on time(see attached)7-25-Email from credit deptregarding check status(see attached)7-31-Check received from [redacted] Issued check to Mrs [redacted] (ch # 11393)8-1-Mailed check ***-Certified Mail ReceiptAgain we stress that we understand the frustration of Mrs***The timeline listed above shows that the delays were NOT related to Award Flooring Award Flooring did not cancel her contractMrs*** chose to use another installation company Award Flooring did not charge Mrs [redacted] for anything other than the material she paid for (less the sales tax)Mrs [redacted] agreed to wait until the credit was issued to receive her refundWe did issue her refund for the total amount she paid to Award FlooringIt is unfortunate that this situation was delayed this longBut the delay was not caused by Award Flooring.We only wish the best for Mrs [redacted] and hope that she will be happy with her new flooring.Regards, [redacted] ***Award Flooring, Inc

First we would like to say we understand Mrs. [redacted]'s anger and frustration over this situation, however, her anger is directed at the wrong parties. We are just as frustrated with [redacted]'s lack of a timely resolution as she is. Their delay in processing the return of defective material and...

issuing the refund to us has caused this to escalate to the extent listed in Mrs. [redacted] complaint.The following is a time line that has transpired with regards to her project.7-21-16 Customer came into store to look at product. Took samplesProject has been delayed.12-12-16 Customer took more samples.1-12-17 Customer came in with product they found in another country and wanted.Award Floor contacted company ([redacted]) inquired about purchasing.As we had no relationship with this company, they required us to fill out credit application and  required to be C.B.D. (cash before delivery)3-10-17 Customer agreed to pay for material to order floor. (Deposit) $6817.74 (material only, Award Flooring paid Massachusetts Sales tax $426.11)3-16-17 received check from customer.3-22-17 Purchase order to [redacted] with payment sent for materials.3-29-17 Materials arrive to our warehouse.4-17 No contact from customer or contractor with regards to installation dates.5-24-17 Spoke with Contractor about installing floor. Requested floor be installed on Monday 29th. Explained it was the Memorial day and we were closed. Wants us to start day after Tues. 5-30-17. 5-26-17 received phone message from Mr. [redacted] telling us we better "Get on it" as they had furniture coming the following week.5-30-17 Installers and Mr. [redacted] arrived at job to check site conditions.  Back to warehouse to get material. Material was found to be defective.  Contacted [redacted] (sales Rep) about gaps and spaces in material. 6-1-17  (1:30pm)Meeting with rep, she took pictures, contacted her company and it was agreed that the materials were in fact defective.They will replace product. Sending RA for defective material then once it was received at their facility, would ship new stock.6-1-17 (4:30pm)  Called  Mrs. [redacted] to alert her to the defective material. She told us that we should have check the stock when it came into our warehouse. Became verbally abusive, and told us to "deal" with [redacted] her (contractor). 6-2-17 Spoke with [redacted] (contractor), told him that the company will replace stock. Does he want us to reorder material or cancel? We told him we were not comfortable installing the product at this point. 6-2-17 (12:21pm) Received email (attached) from Mrs. [redacted] stating they spoke with another installation company and he would be in touch with us about picking up "their" [redacted]r.6-2-17 (3:16pm)  Received email from [redacted](rep) reviewing the phone conversations she had with both Mr. [redacted] and Mrs. [redacted]. ( attached) stating the terms of the return, credit, and issuing of refund check.6-11-17 Contacted [redacted] regarding the pick up of defective material. Received an "out of the office" auto reply. Contacted Rep she forwarded request to another contact. 6-13-17 received a forwarded email that said customer service rep and [redacted] have been out of the office all week and that they will try and get it a.s.a.p. (See attached)6-20-17 Request from Mrs. [redacted] looking for update. Sent email to [redacted] , auto reply states "out out of the office".6-21-17 Sent another email requesting an update on picking up material and issuing refund. Finally received back a BOL from [redacted]. Material was picked up by common carrier that day.7-11-17  Requested another update from [redacted] regarding refund.  No reply until 7-13 (see attached)7-13-17 Received email from [redacted] from customer service that they will try to get to this "asap".7-17-17 Credit being issued Check to be issued 7-21-177-21-17 Emailed to find out if check went out. No response. "out of office auto reply" received. (see attached)7-24-17 Email from [redacted] stating that they had "hoped" to send out check on Friday 7-21-17 but credit didn't get in on time. (see attached)7-25-17 Email from credit dept. regarding check status. (see attached)7-31-17 Check received from [redacted]. Issued check to Mrs. [redacted] (ch # 11393)8-1-17 Mailed check [redacted]-Certified Mail ReceiptAgain we stress that we understand the frustration of Mrs. [redacted]. The timeline listed above shows that the delays were NOT related to Award Flooring.  Award Flooring did not cancel  her contract. Mrs. [redacted] chose to use another installation company.  Award Flooring did not charge Mrs. [redacted] for anything other than the material she paid for (less the sales tax). Mrs. [redacted] agreed to wait until the credit was issued to receive her refund. We did issue her refund for the total amount she paid to Award Flooring. It is unfortunate that this situation was delayed this long. But the delay was not caused by Award Flooring.We only wish the best for Mrs. [redacted] and hope that she will be happy with her new flooring.Regards, [redacted]Award Flooring, Inc