Bryan's Flooring

Initial Business Response /* (1000, 5, 2016/02/05) */
Bryan's Flooring is committed to complete customer satisfaction. Bryan's Flooring is and has been a flooring leader in the South Oklahoma City Community for over 38 years.
Our customer service reputation precedes us, prompting most customers...

to only consider us and our quality flooring and installation for their next home project.
Bryan's Flooring feels terrible that Ms. [redacted] does not like her new floor.
In regard to Ms. [redacted]' comments, she neglects to write all of the facts...only what she wants this audience to read to disparage Bryan's Flooring.
A steam mop can be used, however in order to protect the manufacturer it is not recommended, because just like an iron if you left it in one spot too long it would cause damage. Our salesman discussed with Ms. [redacted] that while she would be gone during the summer and that a reasonable home temperature would not damage the floor. Oklahoma summers without air conditioning could reach over 100 degrees in a home. Any flooring she put in would deteriorate rapidly; as would her cabinets, her sheetrock, etc, most of the home would have problems without air conditioning. This product in her home would not have any problems in higher temperatures, such as 85 degrees, in our experience, but as stated anything would have problems in 100 degree heat.
She mentioned the new flooring looks "defective" and "awful". The "pit" marks are the design and style of the flooring Ms. [redacted] chose. The "pit" marks oe distresses marks are texture that make the flooring look more like real stone. Ms. [redacted] picked out the new flooring herself, took the sample home, and was very eager to put this particular style and color in her home. Bryan's Flooring installed the new flooring without flaw.
Ms. [redacted] wrote that Bryan's communicated "all lies" in regards to " if you don't like it we will replace it". This statement does exist on our website. What she didn't tell you is that the warranty promo specifically says "certain products apply". We are a part of the Abbey buying group. The products that are a part of the program, which are vast, come with this warranty. Unfortunately the product Ms. [redacted] chose was not part of that program. We have replaced flooring for customers that were unhappy with the color or style through this program
The bottom line is Ms. [redacted] is having buyer's remorse. She simply does not like the style and color she chose. For some reason Ms. [redacted] believes that she should be given $3000 of new flooring simply because she is upset with her choice.
Bryan's Flooring has offered many low cost options, all of which Ms. [redacted] has refused, but we cannot simply replace a floor with no manufacture defects or installation defects just because the customer is unhappy with the color and/or style they choose.
A majority of our residential customers are referred by other customers. We are saddened Ms. [redacted] is disappointed in her new flooring. We wish this were not the case, but we would like to refer you to one of our thousands of satisfied customers.
It is our genuine desire that each customer's new flooring gives them years of satisfaction and that their shopping experience at Bryan's Flooring is enjoyable.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, Bryan's Flooring states that most homes would have problems w/o air conditioning. Surely they aren't saying that all builders leave the air on until they have a buyer for their new homes? And they sit empty for quite awhile sometimes. But I can deal with the temperature problem.
As to their comment that I'm having buyer's remorse. Well yes it IS buyer's remorse. I regret that I ever stepped foot in that store. But it's not because I don't like the tile or the color of it like they said. I DO like the color and I like the type of tile it is that's why I chose it. If you look straight down at the floor, it looks nice. The colors blend well with my other flooring. But if you see it from a distance and ANY kind of light is reflecting off of it, you then see all the pit marks and there are so MANY of them. But you can't SEE that in one piece of tile. If it wasn't for all the distressed marks, I would love this floor. But I had no idea there were that many, from looking at just one tile piece; and when you get the tile pieces together, it DOES look defective. What the manufacturer has done is ruin what could have been a very pretty floor. I would bet none of the people who work in that store would want this floor in their homes. They would be unhappy also; and if they would come out and look at this floor and see for themselves, they would understand why I am so unhappy with it. I have covered up as much of it as I can with scatter rugs and an area rug but even what shows looks horrible. So again, it's not a few intermittent distressed marks I could deal with that. But it's like one big area of each tile is literally covered with the pit marks; and when you get the tile pieces together, it's not a pretty sight. I think the salesman should have pointed that out to me so I would have been aware of how it would look in a room. That's his job. It's hard to tell what a floor is going to look like from looking at a 12 x 28 piece of tile. I was told by the salesman that "it looks good down". I took him at his word, but apparently, he never saw it down or he wouldn't have said that. When he came out and looked at it, he said he "could see what I was talking about." I think they should warn other potential buyers of this particular tile about the distressed areas so the customer can make a more informed decision, because I can't imagine ANYONE liking this particular tile after it's down. They will have a lot of unhappy customers with "buyer's remorse" if they sell this particular tile and don't warn them of how it looks once down.
According to Bryan's Flooring response, they said I "was offered many low cost options, all of which I refused." That is not correct. I was offered ONE, and that was, if I picked out a different flooring I could get it "at cost" but I would have to pay to have my floor taken up and also pay for installation of the replacement floor. As I told them, I don't have another $3,000 hanging on the fence in order to do that.
As to their other low cost options offered to me I'd like to know what they were. I was only offered the one.
Also, I received a voice message from the manager, [redacted], on Feb. 1st. He said he would like a rep to come out and look at the floor to see if there are any flaws in it. I returned his phone call when I got home later that same day but he wasn't in so I had to leave a message. I asked him to call me back he never did, and today is a week later. They call that good customer service? I don't.
Bottom line is, the only flaw in the floor are the number of distressed areas (or pit marks); however, it LOOKS defective. If I was trying to sell my home, no buyer would want this floor in their home, and they would probably want a "flooring allowance" because of it.
I feel the customer service at Bryan's Flooring's isn't as good as they'd like to think it is, and I will never shop there again. I would bet that statement won't show on their website reviews.