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Big Bob's Flooring Outlet (Headquarters) Reviews (8)

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

they installed new hardwood floors in my new house, they buckled and squeaked.They said it was water damage.Floor inspector says faulty install.I am building a new house and went to big bobs flooring to purchase and install hardwood floors in the whole house. they came around end of oct.or beginning of nov.2013 and installed the floors.The first floor is one open space and near the patio door I had them install a 36 inch medallion in the floor,I talked to them about this before I bought the flooring. In a week or two the floor started to lift up so I called them.They came and said it looks like moisture is the cause and water must be coming in but they would have [redacted] look at it. he did and that's what he said it was and he has seen it a thousand times. He said they could come and cut out some of the flooring for a charge or I could and it would show where the water is coming in .The next day I went and ordered a new door and it would take 4 to six weeks to come in.A few days after that I spent some time cutting out some flooring boards. There was no water , no moisture, nothing ! I called [redacted] and he told me to take a hose and spray the door. I did that and nothing ! The new door came in beginning of January 2014 and by this time we had rain ,sleet,snow and high winds up against the door and nothing so I called [redacted] and told him I don't believe its moisture but rather no spacing between walls and flooring that caused the cupping. I invited him to come and we could spray the door with a hose until he is satisfied.He said he would think about it and that was the last time we had contact. I found out that there are hardwood flooring inspectors and contacted one for an inspection. He came and determined that there is no water problem and also that the entire floor was installed with incorrect spacing and incorrect nailing schedule causing squeaking throughout and cupping .I have the report along with pictures and meter readings showing moisture count ,humidity levels ,and the hardwood tight against walls and threshold. I have lost months in finishing the house.I purchased a new patio door for 3300. dollars that can't be returned . The original cost of 12,300. for the flooring and a 36 inch medallion around 700. and now I'm thinking the whole floor will have to be replaced. Desired SettlementI have no interest in having them do any work or supply any material for this job. I put one third down payment and financed the rest about 8100. dollars for which I am still paying for a total around 12,300. dollars .. I think the floor needs to be removed and replaced so I want 6000. dollars to replace the floor and 1500. to take up the old floor and replace the medallion .Business Response We have entered into an agreement with the consumer to resolve this complaint. It was caused by a problem in the consumers home, but we have agreed to help fix the issue at no cost to them. We are currently waiting for the agreement letter to be signed before we complete the service.

On Nov. 17 my husband and I went to this Big Bob's Flooring to purchase hardwood flooring for my house and I paid a total of $5,283.73 by check. On Tuesday my husband brought in a cupon for 20% discount that was advertised on their website that I printed off on Nov 9 good until 12/21/2013. They called me to say they could not honor the 20% cupon but would give me 10% off and since they had already cashed my check would send me the $500.oo check which I still have not received. On Friday 11/22 I realized that I needed more wood as I had not given measurements for one room by mistake and neede an additional 230 square feet. I called twice on Saturday 11/23 and received no call back to explain finally I got ahold of the salesman and told him I needed to cancel the flooring and oick out something less costly as I could not afford an additional $3,000 or more. I went in on Saturday afternoon and picked out a more reasonable priced flooring and waited for them to call saying they had cancelled my order and placed the new order. They called me late afternoon on Monday saying they could not stop the order and trying to get me to purchase more of the expensive flooring which I told them I could not do. Mean time I do not have my money they cashed my check, I do not have the $500.00 discount check and today they tell me they have not ordered the new flooring and the original flooring is in and I will have to pay a restock amountof $500 to return it. What do I do to get this corrected? They said the owner would call me and so far he has not and it is 5:20PM. I am out the money can't afford to purchase more and have no product!Product_Or_Service: hardwood flooringOrder_Number: CGXXXXXXDesired SettlementI would like for them to refund my full purchase price as I let them know as soon as I could( 6 days after purchase) what the situation was and I feel I am left hanging and out $5,832.68. I would gladly oder the second flooring I picked out and they could have reimbursed me the difference about $2,000, but now I don't trust them to be honest with me.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@bigbobsflooringne.comThe customer purchased a special order product. Our invoice and materials clearly indicate that on any special order product, if cancelled, all deposits or payments will be retained for liquadated damages. The customer has since worked with one of the owners and they have come to a mutual agreement on how to resolve things so that the customer gets a floor they desire based on their new increased quanitities.

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

I signed a contract stating I paid $425.29 for rubber interlocking tile on 6/23/14, I used my VISA. A few hours later the salesman Bob called me back to say he misquoted the price, it is now $852.00. When I explained I signed a contract for the other price he said he would call the company and see if he could get a better price. He did call me back a few hours later with a new price of $1,118.13. Said he was sorry but a mistake was made. I feel since I signed a contract they should honor it.I went back to the store the next day to speak to the manager who said he would look into it and call me back, he did call me back and said he had to look into it further. I called on 6/26 to see the outcome and left a voice mail, no call back. On 6/27, I went to the store and spoke to the manager who stated they could not honor the contract and I should rip it up. He spoke to the owner who would not honor the contract.I feel if after signing the contract I decided to cancel the order they would have kept my money as it was a special order. They did confirm this with me.Product_Or_Service: endurance sports flooringOrder_Number: CGXXXXXXDesired SettlementI would like the flooring for the contracted price of $425.29Business Response Thank you for notifying us of this customer's complaint. We take customer service very seriously and do not want anyone to be unhappy with our company.We are aware of [redacted]'s concerns and had been very pro-active in trying to resolve them. When Mrs. [redacted] came into our store, we had a newly sampled product that she expressed interest in, we contacted our supplier and they quoted us the price incorrectly, leading us to quote it to her incorrectly. All of our orders are subject to management approval and while we would love to have been able to honor that price, it was well below our cost.We immediately contacted Mrs. [redacted] that same day and informed her of the mistake and expressed that we were willing to sell her the product at our cost (literally, no profit, simply pay us what we pay the supplier for the material) as our way of trying to make up for any inconvenience or offered to issue a full refund on the spot.She asked us to try and find some alternate choices for her, but nothing that met her specifications, was less expensive then what we had offered her at our cost. We left her messages and asked her to call back to let us know what she wanted to do, and we had not heard back from her in over 2 weeks at the time of your letter.While we would have been happy to issue a refund, we cannot without her credit card information and her telling us that is what she decided to do. Also we are not allowed to keep credit card information on file and must collect it at the time the credit is processed.Since your letter we have once again contacted Mrs. [redacted] and extended our offer to provide her a full refund, or allow her to purchase anything in our facility for that space (or square footage) at our cost to accommodate her. in addition, at her new request I did find one other product that is slightly- less expensive, with a slightly different color. I have left her a message asking her to call me again, and will follow up with another call on Monday if we haven't heard back from her.Once she decides what she would like to do, we will respond very quickly.We can provide her original choice at our cost of $1136 less her deposit.We can provide an alternate choice at our cost of $898 less her deposit.We will gladly provide a refund of her deposit of $425.29 (but will need her information).We have copied her on this correspondence as well and we look forward to hearing how we can resolve this to her satisfaction.Consumer Response 8/3/2014ï

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Description: Floor Coverings & Installation, Tile Sales, Floors – Hardwood, Vinyl Flooring, Carpet & Rug Dealers-New, Floors - Laminate

Address: 470 Southbridge Street, Auburn, Massachusetts, United States, 01501

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