Cali Bamboo LLC

Last year we had a 20-year veteran contractor update our home. Cali bamboo was recommended as an excellent option for vinyl flooring. This replaced a mix of hardwood, older vinyl and carpeted areas over 2000 sq ft. We chose the south seas oak vinyl pro with step mute. Not the most expensive but certainly not the cheapest. Commercial grade, waterproof, 50-year residential warranty. A great flooring for a family of 4!
With in a few months the flooring started separating at the seams. Come summer I put in a complaint. I reached out to the company where we purchased the product through my contractor, A couple of months later, a gentleman representing Cali bamboo came to our home to inspect the flooring. He asked many questions, how was the flooring stored before install, what do I clean the floors with how many people live in the house, what’s our weight…and more. He measured inclines, humidity, tension of the boards…and more. I did not hear back from anyone. Finally called my contractor as he is the only one who will reply. He received a report saying the floors were not installed correctly, there is more than an 8th of an inch incline in some areas of our home, and this voids any responsibility on Cali Bamboos behalf.!
In my opinion this seems to be a very easy way of not backing a product.
We paid to have this installed by a professional, who recommended Cali Bamboo. Contractors Furnishing Mart, said it was a great product. I would like to have this fixed. In my opinion, don’t think we should be out thousands of dollars because of what I feel is a faulty product, that is not backed by its manufacturer. Please let me know how we can get this resolved.
Thank you.

Cali Bamboo has offered a resolution of a refund for the stair nosings as a gesture of goodwillPlease feel welcome to contact me if you have any questions or would like to schedule an appointment to discuss this information in further detail

Cali Bamboo, LLC Roman","serif"">Mesa Ridge Rd # San Diego, CA July 27, Ms [redacted] Revdex.com of San Diego [redacted] Re: Complaint ID [redacted] Dear [redacted] : This letter, together with the enclosed documents, forms our company’s response to the above complaint, and demonstrates why the consumer is not due credit in this dispute This dispute relates to order number [redacted] for Fossilized Antique Java Wide Click Bamboo Flooring, which was placed by [redacted] (the consumer) on June 29, (see enclosed document “ [redacted] ( [redacted] ”)On July 10, the consumer contacted Cali Bamboo to report that his flooring did not match his sample, some pieces of flooring had been received damaged, and the flooring did not match the transitions He subsequently sent photos of his flooring sample and one flooring plank to illustrate the difference in color The consumer did not send us any photos showing the floor had been damaged On July 10, after reviewing the consumer’s photos, Cali Bamboo sent the consumer an initial email with photos from Cali Bamboo’s website ( [redacted] ) showing the range of colors that can be present in an order of flooring and explained the reason for that variance (see enclosed document “Email Correspondence”)Our Antique Java series of flooring is naturally colored and does not have a stain, just a clear finishWe disclose color variation as a trait of bamboo flooring on our website, in our product literature, and installation guidelines Additionally, the consumer was sent a photo by his sales rep on June 24, prior to paying for his order that showed the color difference that can be present within one plank of flooring To account for this trait, Cali Bamboo recommends blending all boards before securing them to the subfloor in our Flooring Installation Guidelines: “As bamboo is a natural product, natural variations in color may occur within and between individual flooring planksTo visualize the range of colors within the flooring style you are considering, compare your samples to the photos on our web siteDuring installation, work from several cartons at a time to achieve a uniform appearance across the entire floorMix and mingle planks when dry-laying the floor for maximum aesthetic appearanceBlend moldings to planks that have similar colorNatural variations in color are not covered under warranty.” See enclosed document “Cali Bamboo Installation Guidelines.” The difference in color between the consumer’s sample and the flooring he received denotes a natural characteristic of bamboo flooring that contributes to its wide appeal In the initial email we also provided the consumer with tips from our installation guidelines regarding how to mingle the planks together At this time Cali Bamboo also requested that the consumer not continue to open boxes if he was still unhappy with the color (please see enclosed document “Email Correspondence”) The photos below show the consumer’s sample with the flooring he received, the photo that was sent to him by Cali Bamboo on June 24, 2015, and photos from our website that we sent the consumer to understand the difference in color to be expected within an order of flooring: Photo sent to Cali Bamboo by consumer showing the difference in color between the sample and flooring received Photo sent from Cali Bamboo to consumer showing color variation prior to [redacted] being shipped Photo from Cali Bamboo’s website demonstrating the amount of variation to be expected within an order On July 11, the consumer responded to Cali Bamboo’s initial email stating that he felt there was no variation of color only a distinct difference in color Although the flooring the consumer received fits within Cali Bamboo’s expected color range, we followed up with him on July 13, and provided an alternative resolution Cali Bamboo offered to exchange his flooring for a different product that was stained and would therefore have little to no variance between each board The consumer stated that he may exchange the product but required we reimburse him for his contractor’s time Later that day, the consumer called Cali Bamboo and stated he was surprised we offered to exchange the floor as opposed to offering him a big discount to keep the floor At that time Cali Bamboo informed him that we would not be offering a discount or paying for his contractor but would happily exchange his flooring The consumer subsequently asked Cali Bamboo to come pick up the flooring and stated he did not wish to order another color Although all of the boxes had been opened at this point, which violates our return policy, Cali Bamboo agreed to accept the return with our standard 25% restocking fee and return shipping paid for by the consumer (the consumer was emailed a link to this policy prior to the order being shipped out – see enclosed documents “Email with Terms and Conditions” and “Cali Bamboo Terms and Conditions”) At this point the consumer told Cali Bamboo that we must come to his home to repack and palletize the boxes for the return We told him Cali Bamboo and its affiliated carriers were unable to fulfill that part of his request for liability reasons At this time the consumer told Cali Bamboo he would be filing a chargeback with [redacted] On July 14, Cali Bamboo emailed the customer restating that we would be happy to accept the opened boxes of material and hoped that he may consider keeping the floor if this resolution did not appeal to him We did not receive a response to this email and the consumer subsequently filed a Revdex.com response and filed a chargeback with [redacted] Consequently, Cali Bamboo was not provided an opportunity to resolve this matter directly with our customer before a dispute was initiated with [redacted] Cali Bamboo’s options to settle this matter with the consumer were subsequently limited in the event of this dispute In conclusion, the consumer purchased and received a high-quality bamboo floor that meets all characteristics and standards advertised by Cali Bamboo Cali Bamboo has provided several alternative resolutions to the consumer which have been denied Therefore, Cali Bamboo should not be held responsible for discounting this customerFurthermore, as the consumer has filed a chargeback for the entire order, Cali Bamboo will need to resolve this dispute with [redacted] The enclosed supporting documentation demonstrates comprehensive efforts made by Cali Bamboo to resolve this matter directly with the consumer, and is relevant in disputing this complaint Your assistance in resolving this dispute is greatly appreciated Sincerely, [redacted] Customer Service Supervisor CALI BAMBOO, LLC Enc: [redacted] ( [redacted] ): customer’s original sales invoice Email with Terms and Conditions: showing customer was emailed a link to terms and conditions Cali Bamboo Terms & Conditions - disclosing company return policy Cali Bamboo Installation Guidelines – disclosing information regarding color variation and tips for installation Email Correspondence: demonstrating Cali Bamboo’s efforts to resolve this matter

We bought over square feet of Cali Bamboo from Lowes It was a new product and not even displayed at that time The salesman gave us a big pitch, that all turned out to be untrue It is not durable, it scratches just by rolling the vacuum cleaner over it The salesman told us no underflooring product was needed That was UNTRUE We paid a contractor over 2,to put it down - it cost over $5, and all Lowes would do and the Cali Bamboo people was to provide the proper under floor material that was necessary from the beginning No contractor would take on the job, because they were afraid of damaging it We finally found someone who would make it right, and after another $ we are into this $9, for one room one floor I would never ever deal with Cali Bamboo, or Lowes again

Roman","serif"">Cali Bamboo, LLC Mesa Ridge Rd # San Diego, CA July 27, Ms [redacted] Revdex.com of San Diego [redacted] Re: Complaint ID [redacted] Dear [redacted] : This letter, together with the enclosed documents, forms our company’s response to the above complaint, and demonstrates why the consumer is not due credit in this dispute This dispute relates to order number [redacted] for Fossilized Antique Java Wide Click Bamboo Flooring, which was placed by [redacted] (the consumer) on June 29, (see enclosed document “ [redacted] ( [redacted] ”)On July 10, the consumer contacted Cali Bamboo to report that his flooring did not match his sample, some pieces of flooring had been received damaged, and the flooring did not match the transitions He subsequently sent photos of his flooring sample and one flooring plank to illustrate the difference in color The consumer did not send us any photos showing the floor had been damaged On July 10, after reviewing the consumer’s photos, Cali Bamboo sent the consumer an initial email with photos from Cali Bamboo’s website ( [redacted] ) showing the range of colors that can be present in an order of flooring and explained the reason for that variance (see enclosed document “Email Correspondence”)Our Antique Java series of flooring is naturally colored and does not have a stain, just a clear finishWe disclose color variation as a trait of bamboo flooring on our website, in our product literature, and installation guidelines Additionally, the consumer was sent a photo by his sales rep on June 24, prior to paying for his order that showed the color difference that can be present within one plank of flooring To account for this trait, Cali Bamboo recommends blending all boards before securing them to the subfloor in our Flooring Installation Guidelines: “As bamboo is a natural product, natural variations in color may occur within and between individual flooring planksTo visualize the range of colors within the flooring style you are considering, compare your samples to the photos on our web siteDuring installation, work from several cartons at a time to achieve a uniform appearance across the entire floorMix and mingle planks when dry-laying the floor for maximum aesthetic appearanceBlend moldings to planks that have similar colorNatural variations in color are not covered under warranty.” See enclosed document “Cali Bamboo Installation Guidelines.” The difference in color between the consumer’s sample and the flooring he received denotes a natural characteristic of bamboo flooring that contributes to its wide appeal In the initial email we also provided the consumer with tips from our installation guidelines regarding how to mingle the planks together At this time Cali Bamboo also requested that the consumer not continue to open boxes if he was still unhappy with the color (please see enclosed document “Email Correspondence”) The photos below show the consumer’s sample with the flooring he received, the photo that was sent to him by Cali Bamboo on June 24, 2015, and photos from our website that we sent the consumer to understand the difference in color to be expected within an order of flooring: Photo sent to Cali Bamboo by consumer showing the difference in color between the sample and flooring received Photo sent from Cali Bamboo to consumer showing color variation prior to [redacted] being shipped Photo from Cali Bamboo’s website demonstrating the amount of variation to be expected within an order On July 11, the consumer responded to Cali Bamboo’s initial email stating that he felt there was no variation of color only a distinct difference in color Although the flooring the consumer received fits within Cali Bamboo’s expected color range, we followed up with him on July 13, and provided an alternative resolution Cali Bamboo offered to exchange his flooring for a different product that was stained and would therefore have little to no variance between each board The consumer stated that he may exchange the product but required we reimburse him for his contractor’s time Later that day, the consumer called Cali Bamboo and stated he was surprised we offered to exchange the floor as opposed to offering him a big discount to keep the floor At that time Cali Bamboo informed him that we would not be offering a discount or paying for his contractor but would happily exchange his flooring The consumer subsequently asked Cali Bamboo to come pick up the flooring and stated he did not wish to order another color Although all of the boxes had been opened at this point, which violates our return policy, Cali Bamboo agreed to accept the return with our standard 25% restocking fee and return shipping paid for by the consumer (the consumer was emailed a link to this policy prior to the order being shipped out – see enclosed documents “Email with Terms and Conditions” and “Cali Bamboo Terms and Conditions”) At this point the consumer told Cali Bamboo that we must come to his home to repack and palletize the boxes for the return We told him Cali Bamboo and its affiliated carriers were unable to fulfill that part of his request for liability reasons At this time the consumer told Cali Bamboo he would be filing a chargeback with [redacted] On July 14, Cali Bamboo emailed the customer restating that we would be happy to accept the opened boxes of material and hoped that he may consider keeping the floor if this resolution did not appeal to him We did not receive a response to this email and the consumer subsequently filed a Revdex.com response and filed a chargeback with [redacted] Consequently, Cali Bamboo was not provided an opportunity to resolve this matter directly with our customer before a dispute was initiated with [redacted] Cali Bamboo’s options to settle this matter with the consumer were subsequently limited in the event of this dispute In conclusion, the consumer purchased and received a high-quality bamboo floor that meets all characteristics and standards advertised by Cali Bamboo Cali Bamboo has provided several alternative resolutions to the consumer which have been denied Therefore, Cali Bamboo should not be held responsible for discounting this customerFurthermore, as the consumer has filed a chargeback for the entire order, Cali Bamboo will need to resolve this dispute with [redacted] The enclosed supporting documentation demonstrates comprehensive efforts made by Cali Bamboo to resolve this matter directly with the consumer, and is relevant in disputing this complaint Your assistance in resolving this dispute is greatly appreciated Sincerely, [redacted] Customer Service Supervisor CALI BAMBOO, LLC Enc: [redacted] ( [redacted] ): customer’s original sales invoice Email with Terms and Conditions: showing customer was emailed a link to terms and conditions Cali Bamboo Terms & Conditions - disclosing company return policy Cali Bamboo Installation Guidelines – disclosing information regarding color variation and tips for installation Email Correspondence: demonstrating Cali Bamboo’s efforts to resolve this matter

Customer purchased order through Lowe's, a retailer of Cali Bamboo flooringCali Bamboo abides by Lowe's policy which requires all matters to be directed through Lowe'sIn this customers case, Cali Bamboo made an exception and opted to communicate directly with the customer in an attempt to expedite and better support customers concerns To better understand this customer situation, we requested picturesUpon receipt Cali Bamboo provided customer with technical support to ensure her concerns were handled with the utmost careCali Bamboo worked diligently with Lowe's and the customer by offering the option of either a replacement order or a full refundCustomer opted to return the flooring to Lowe's and has since been fully refundedWe regret to hear that our mutual customer is not satisfied, as our number one priority is customer satisfactionIn regards to her disputed amount, Lowe's vendor policy requires any customer service matters involving a refund, return, replacement or any other monetary concession to be facilitated between Lowe's and the purchaser only

Cali Bamboo, LLC Mesa Ridge Rd Suite San Diego, CA May 11, Ms [redacted] Revdex.com of San Diego [redacted] Re: Complaint ID [redacted] This letter, together with the enclosed documents, demonstrates comprehensive efforts made by Cali Bamboo to resolve this matter directly with the consumer, and forms our company’s response to the above complaint This dispute relates to Cali Bamboo sales order number [redacted] for Java Wide Click Fossilized Bamboo Flooring, which was placed by [redacted] (the installer) on March 24, On April 6, Mr [redacted] emailed his sales representative at Cali Bamboo with concerns about his installed flooring Cali Bamboo requested photos and advised a customer service representative would review the photos and respond Mr [redacted] sent photos to Cali Bamboo on April 7, The photos revealed an occurrence that the National Wood Flooring Association (NWFA) defines as cupping and buckling On April 8, 2015, Cali Bamboo called Mr [redacted] to review his concerns and obtain information regarding the installationMr [redacted] confirmed the following information: · Prior to installation, the flooring was left in garage for a week, then brought inside and left in closed boxes until installation began · Expansion space was not provided between kitchen floor and bamboo floor · An expansion gap of ¼” was provided around perimeter of install · The concrete subfloor was not tested for moisture prior to installation · The recommended moisture control system (Titebond 531+ Moisture Control) was not applied Cali Bamboo’s technical team reviewed the information and photos provided by Mr [redacted] and determined that Cali Bamboo’s installation guidelines were not followed in the aspects noted above Cali Bamboo’s technical team determined that these factors contributed to the condition of Mr [redacted] ’ floor Cali Bamboo contacted Mr [redacted] on April 13th, to review his claim Mr [redacted] ’s request was for Cali Bamboo to provide compensation for sqft of flooring as he believed his claim fell under Cali Bamboo’s warranty Cali Bamboo’s residential warranty states, “Warranty only applies as long as you follow all the preventive instructions as prescribed in the installation guides.” According to the NWFA and as noted in Cali Bamboo’s installation guidelines, many of the aspects of Mr [redacted] ’s installation are directly related to the expansion and cupping taking place · Prior to installation, the flooring was left in garage for a week, then brought inside and left in closed boxes until installation began o Cali Bamboo’s installation guidelines state: § “Remove the flooring from boxes and cross stack planks at least 4” off the subfloor with even spacing between planks to allow for complete and even air-circulation around the flooring” § “Not properly acclimating wood flooring may cause excessive expansion, shrinkage, dimensional distortion or structural damageAcclimation is the responsibility of the installer/homeowner.” § “Do not store flooring under conditions that don’t reflect the home environmentGarages, and exterior patios, for example, are not acceptable areas to store wood flooring during acclimation.” · Mr [redacted] did not leave expansion space between kitchen floor and bamboo floor o Cali Bamboo’s installation guidelines state, “NEVER install flooring against any vertical or fixed object such as fireplace, columns, islands, door jambs, floor outlets, etcFailure to follow this guideline may result in tenting, separation or buckled floors ” · Mr [redacted] left only ¼” expansion around perimeter of install o Cali Bamboo’s installation guidelines state, “Since bamboo expands with any increase in moisture content, we recommend leaving at least 1/2” expansion space between flooring and all walls and vertical objects, such as walls, cabinets, pipes, etc.” · The concrete subfloor was not tested for moisture prior to installation o Cali Bamboo’s Installation Guidelines state, “Concrete subfloors must be tested for moisture vapor pressure in more than one place for consistent readingsIf test results show moisture vapor exceeds the minimum requirements below, do not install the floor without an impermeable vapor rder with a perm rating of less than designed to permanently block this moisture.” · The recommended moisture control system (Titebond 531+ Moisture Control) was not applied o Cali Bamboo’s Installation Guidelines state: § “For on-grade and below grade applications, adding a vapor rder is always recommendedInstall an impermeable moisture barrier/vapor rder systems with a perm rating less than or equal to Titebond® 531+ Moisture Control System should be used for all concrete applications.” § “Controlling flooring moisture content is important for successBamboo, like all hardwood flooring species, is hygroscopic; its size and shape changes naturally with the absorption or release of moistureThe amount of movement varies depending on the preventative steps taken at the time of installation (i.eacclimation, moisture barrier application, etc.) and the stability of the home environment thereafterCare should be taken to control fluctuating levels of moisture indoors, and to maintain humidity levels within the recommended 40-60% relative humidity range.” Please also see the attached document “NWFA Technical Publication NoC2nd Edition” for more information as to how these factors play a role in the condition of Mr [redacted] ’s floor The causes of buckling are identified on page six and the causes of cupping are identified on page seven Due to the fact that the flooring concerns are not product-related, Cali Bamboo was unable to honor Mr [redacted] ’s warranty claim for the full replacement of sq ft of flooring However, as a gesture of good will, Cali Bamboo offered Mr [redacted] a few boxes of replacement flooring at no cost to assist with repairsMr [redacted] expressed his dissatisfaction with this outcome, at which point Cali Bamboo recommended that Mr [redacted] contact the NWFA at his cost to seek a professional, unbiased opinion Cali Bamboo advised that if an NWFA inspection revealed manufacturing-related issues, Cali Bamboo would absorb responsibility for resolving the matter, and reimburse Mr [redacted] for the cost of the inspection On April 24, Mr [redacted] called Cali Bamboo to request boxes of flooring as only sq ft was needed to cover repairs At this time, Cali Bamboo again encouraged Mr [redacted] to hire an NWFA inspector and reiterated that if the report ruled his concerns were manufacturing related, Cali Bamboo would reimburse the inspection fee and assist Mr [redacted] with replacements Otherwise, Cali Bamboo would be unable to absorb responsibility for an installation-related issue The purpose of an NWFA inspection is to ensure that the matter is addressed and corrected appropriately, regardless of fault / the resolutionIt is in the customer’s best interest to seek a flooring inspection from the National Wood Flooring Association (NWFA)An inspection report will reveal whether the buckling occurrence relates to a shortcoming in maintenance, installation, or manufacturing – which in return will point the customer in the right direction in reaching a resolution/making repairs As a concession, Cali Bamboo would be happy to commission an NWFA inspection for Mr [redacted] at no cost to the customer If the NWFA inspection report concludes the buckling and cupping to be related to product defect, Cali Bamboo will agree to Mr [redacted] ’s desired settlement of flooring replacement If the NWFA report concludes the buckling and cupping is related to improper installation, Cali Bamboo will not be responsible for replacing any portion of Mr [redacted] ’s flooring We have extended this offer to the consumer in addition to this statement and hope this will assist in the next steps Sincerely, [redacted] Customer Service Supervisor CALI BAMBOO, LLC Enclosed: Cali Bamboo Installation Guidelines Cali Bamboo Residential Flooring Warranty NWFA Technical Publication NoC2nd Edition

Hello, Thank you for bringing this customer's experience to our attention! We take these matters very seriously, and pride ourselves in our excellent service, which obviously fell short hereWe have reached out to the customer to schedule a time to talk so we may hear his feedback and further assist him with any questions or needs he has Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Lowe's is a distributor and vendor of products and is not capable of handling manufacture defects or technical support for the products they sell I contacted Cali Bamboo for technical help with my floors and received mediocre service through slow response and unwillingness to admit the product was defective I am grateful that I made this purchase through Lowe's and returning the product was never an issue and that is not what my complaint is about I initially didn't want to return the product since sqftof solid hardwood flooring is not like returning a chandelier, I liked the look of the flooring, and I had/have a construction schedule to respect Interesting that Cali Bamboo's response was that they were working with me as a "courtesy." When I've had problems or questions with products purchased though a retail vendor (Lowe's, Home Depot, Amazon, Costco, Rakuten, for example) and contact the manufacturing companies directly (Kohler, Whirlpool, Keen, etc.), the manufacturers all deal with the issue in a open, timely and professional Standard Operating Procedure Cali Bamboo never once directed me to speak with Lowe's, so I am surprised that they are putting this on the vendor My complaint is not with Lowe's as they have been wonderful through this all Now if I were Lowe's and saw this response, I would put some serious thought into my buying list My experience with Lowe's has been wonderful; my negative experience with Cali Bamboo has made an exciting experience (building my dream house) quite heartbreaking, costly and anti-climactic as my house is done and beautiful but I have no floors...but a different one is on its way! Regards, *** ***

Cali Bamboo does offer the hardest hard wood floors, with a Janka rating of 5000+However, sans-serif;">Cali Bamboo makes no promise with respect to the flooring being “scratch proof”As with all hardwood floors, care should be taken to prevent wear The dents and chips that this customer has reported were by his admission, made by dropping items, such as his fridge on the floor and during installationCali Bamboo makes no warranty or guarantee of the quality of the chosen installer's workBamboo floors are not indestructible and need to be treated with a certain level of care, as does any natural wood flooring product The white scratches that the customer is seeing are markings in the finish and do not compromise the integrity of the floor itselfThese markings can be removed with cleaners and/or polishes Cali Bamboo requested that customer have a 3rd party NWFA inspector come out to identify the cause of the scratches and dents The inspection report was inconclusive, as tests were only completed to the sample piece of flooring and no tests were done on the floor installed in the customers home Although the report was not complete and did not prove any defect with the product, Cali Bamboo provided customer (the vendor from whom the customer purchased his flooring from) with a full refund The vendor in turn, provided this customer with a complete refund of his order We are sorry to hear that this customer is unsatisfied, but Cali Bamboo does not feel that this customer has realistic expectations for a hardwood floor and therefore decided to refund him rather than replace the floors

Cali Bamboo agrees that Lowe’s offers excellent serviceIn this case Cali Bamboo decided to work directly with our mutual customer to offer additional support and Lowe’s was advised of our direct communications along the wayFor this reason, Cali Bamboo did not advise that the customer also be in contact with Lowe’s Cali Bamboo understands the planning and time that this customer put into the project and it was never our intention to make it anything other than a great experience Cali Bamboo provided ample technical support to the customer and customer’s installerCustomer satisfaction is our top priorityTogether Lowe’s and Cali Bamboo provided the customer a resolution of either replacing the floor or providing a full refund Cali Bamboo abides by Lowe’s policy and cannot provide any resolution on their behalfWe are sorry to hear that this customer is unsatisfied

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below:Cali Bamboo obviously employs switch tactics and provided inaccurate information regarding their notice not to open any additional boxes when I contacted them First off, the boxes were already opened as I informed them when I called to complain that the floor was a different color I informed them that I followed the instructions provided by them; Cali Bamboo When the shipment is received they direct that you remove the material from the boxes and stack it on a pallet that is also shipped to the purchaser in order for the bamboo to acclimate to the environment I had someone at the home waiting for the shipment When the flooring arrived they did as instructed by the company and removed all of the planks and placed them on the pallet provided by Cali Bamboo When I returned home is when I noticed the color of the flooring The flooring is a different color than what was demonstrated to me in the sam ple and photos The issue of color variation, as explained and detailed to me ,was specific to color variations among the planks of bamboo received In other words all the planks received in an order will not be the same color as there will be some variation They do not explain nor do they advise that the sample of flooring provided to the customer may not represent the actual color of floor received, If so, why send out floor (color) samples? The floor I received is a completely different, as shown in the photo I provided the company When I asked about this specifically they told me this was a new shipment and the color sometimes is different I advised them that they should wait for the new shipments to arrive and take samples of the actual flooring, instead of using older samples that do not reflect the actual color They did not respondSecondly, They did offer to take back the product as long as I put it all back in their original boxes and I pay them 25% of the cost of the product It is absurd to think that a customer would have to pay to return a product that was not as described by the retailer I did get angry at the retailer as they are very arrogant and insensitive and will not work with the customer Their attitude is definitely "tough luck" What I said to them was they did not even offer any incentive as a discount or try to work with the customer at all I did hot ask for a discount, although it would have shown some empathy, they obviously are a company that really does not care.Therefore I did refuse their offer of returning their product and having to pay 25% for a restocking fee as well as for shipping for something that was bought under pretense The company should be embarrassed Regards, [redacted]

Ms [redacted] Revdex.com of San Diego Murphy Canyon, SteSan Diego, CA Good evening, This letter, together with the enclosed documents, demonstrates comprehensive efforts made by Cali Bamboo to resolve this matter directly with the consumer, and forms our company’s response to the above complaint.This dispute relates to [redacted] for the purchase of boxes of Antique Java Fossilized Wide Clock Bamboo Flooring, which was placed on August 3, 2016.Additionally, the below message outlines the communication with Ms [redacted] from today, 9/20/Please let me know if you have any questions or would like additional informationThank you From: [redacted] ] Sent: Tuesday, September 20, 3:PMTo: [redacted] yahoo.com' Subject: Following Up to Case Number [redacted] Hi [redacted] , It was a pleasure speaking with you today! I appreciate you taking the time to review this matter with meI sincerely apologize for the experience you had when seeking assistance from [redacted] Cali Bamboo strives to ensure the customer experience is wonderfulPer our conversation, Cali Bamboo would like to assist by refunding the cost of the product to youFor your records, I have attached the refund authorization to this message which includes both the product and the shipping feesPlease allow three (3) to five (5) business days for this amount to appear back on your original payment methodAdditionally, please do feel welcome to submit any further information to me regarding this matter Please don’t hesitate to contact me if you have any questions or would like to schedule an appointment to discuss any further information in detailI am glad we were able to bring resolution to your concernIt has been a pleasure assisting you! Best, [redacted] Customer Experience Team Leader www.CaliBamboo.com Mesa Ridge Rd#San Diego CA Direct: x Lowe’s Support & Fax:

I hope this message finds you well! I want to follow up with you regarding the case in which a complaint was filed against Cali Bamboo on 7/19/Please note the Cali Bamboo was unable to reach the customer to gather further information to assist prior to 8/1/However, as of 8/1, we have been in contact with Mr [redacted] regarding the product related concerns he sharedWe are currently investigating the matter so we can assist the customer with prompt resolutionI wanted to provide you with this information for the time being and will follow up with you shortly, regarding the outcome of this matter as we aim to assist this customer in timely and amicable manner

Cali Bamboo regrets to hear that this customer is unsatisfied When Cali Bamboo requested an inspection be done, the Customer asked that Cali Bamboo locate an inspector in his area, as he had a difficult time doing soCali Bamboo located an inspector and provided him with the information as an option to useCali Bamboo had no previous working relationship with this inspector and found the report to be lacking important information/ testing Cali Bamboo did attempt to contact the inspector for additional information on his findingsThe inspector did not provide any information and when asked for clarification on part of the report, the inspector asked that we delete that part because he had accidentally included it The inspector only performed tests to the sample piece and none to the installed flooringThe conclusion stated that the sample piece was a “different”, stronger product which is not trueCali Bamboo sample pieces are cut directly from planks of flooring, they are not made separately Although Cali Bamboo could make no conclusion based on the report, we did provide our customer with a complete refund for the flooring and in return this customer also received a complete refund Bamboo like any other hardwood does require a certain level of care and we did not believe that this customer would have been satisfied with replacement flooring either Cali Bamboo is 100% certain that this customer received our highest quality product

April 9, 2015Ms [redacted] ***Revdex.com of San Diego [redacted] ***Re: Complaint ID # [redacted] Dear [redacted] ,This letter, together with the enclosed documents, demonstrates comprehensive efforts made by Cali Bamboo to resolve this matter directly with the consumer, and forms our company’s response to the above complaint.This dispute relates to [redacted] for the purchase of Mocha Fossilized Eucalyptus Wide Click Bamboo Flooring, which was placed by [redacted] (the consumer) on May 1, This issue has been resolved between the customer and Cali Bamboo as of 3/24/Although the issues that were present with Mr [redacted] floor were not product related, Cali Bamboo has refunded the customer in full of $Please see below the history of events related to the complaint made.The consumer, unfortunately, had multiple issues with damage during the third party freight shipmentsDue to these issues, Cali Bamboo customer service team placed additional orders for customer at no cost for replacements as well as courtesy shipments for his troublesReplacement shipments totaling in $1,covered by Cali Bamboo.On February 16, 2015, Mr [redacted] reached out to the sales representative that sold him his flooring stating that his floor was “shrinking”That same day a customer service representative reached out to the customer to acquire more informationMr [redacted] was able to give the customer service representative more information regarding background of installation and issue that was occurringThe customer service representative, ***, gave him troubleshooting advice based on Mr [redacted] stated installation process and current conditions.Per the National Wood Flooring Association, “Gapping and associated noises usually occur when the flooring dries significantly from its summertime high moisture levelsSo, to reduce winter gapping, reduce the annual range of moisture levelsOr, more specifically, to reduce winter gapping, don't let the indoor RH drop too much.” The customer was informed that as a possible remedy, raising humidity in the home could cause the moisture to return back to the flooring and close the gaps that were occurring.Per our warranty policy, all wood flooring is subject to seasonal contraction and expansionExcessive moisture, heat, cold or dryness is not covered under warranty of the product.Mr [redacted] was dissatisfied with the resolution of the case at which time the customer service manager, [redacted] took over the caseDue to the causes of gapping differing from case to case [redacted] gave the customer an option to hire a National Wood Flooring Inspector to come to the home as a third party observer and assist with a resolution to the case [redacted] gave Mr [redacted] the contact information for the closest NWFA Inspector in the customer’s area.Per the NWFA, the most common causes of gapping are, “hot spots in the subfloor caused by poorly insulated heating ducts, hot water plumbing lines, radiant heating systems, register openings or appliance motors; debris left between boards during installation; improper nailing or nail positioning; cracked tongues; flooring installed with an extremely high moisture content or over a subfloor with excessive moisture; foundation settlement or subfloor movement; the use of improper subfloor materials that won't hold nails; and crushed edges on boards due to prior exposure to extreme moisture.” None of which are product quality related issuesAs our residential warranty states (was sent to Mr [redacted] on February 24, 2015), “Small cracks that develop from improper moisture control, flooding and/or excessive dryness is not covered under this warrantyExpanding and contracting of the bamboo floor is not covered under this warranty.”On March 21, 2015, Mr [redacted] had stated that an NWFA Inspector had been scheduled to come to his home and expect the flooringThe customer also stated at that time, “I’m keeping the line of communication open for the benefit here, but I will gladly return the product for a refund ”On March 24, Mr [redacted] initial customer service representative, ***, reached back out to the customer to assist with the resolutionThe customer had not had an inspection performed on the floor, but had preferred the resolution as stated before to return the product for a full refundUpon their conversation both parties came to a conclusion that the return of product and a refund was acceptableThat same day [redacted] sent Mr [redacted] confirmation of their verbal agreement and requested the customer to complete a release of liability as Cali Bamboo would be returning the product [redacted] created a return authorization for the flooring as wellas a bill of lading on March 24th for the product to be returned with Cali Bamboo absorbing the restocking fee and shipping charges.After revisions by both parties were made and agreed upon on March a post was made to the Revdex.com regarding the caseThe desired settlement requested was, “replacement without requirement of release of the claim”This had not been discussed and had been posted after the customer had already come to a resolution with Cali Bamboo [redacted] contacted Mr [redacted] the following day to verify the resolution was acceptable and the post was not indignant of a change of resolutionAt this time Mr [redacted] had confirmed that the previous arrangement of returning the flooring with a full refund was his desired settlement.The day following the post Mr [redacted] signed the release of liability and he was issued his return authorization as well as shipping information for the product to be returned to Cali Bamboo.In conclusion, Mr [redacted] purchased and received a high-quality bamboo floor that meets all characteristics and standards advertised by Cali BambooMr [redacted] floor experienced moisture and/or installation related issuesWhile trying to assist Mr [redacted] and achieve an optimal resolution for both parties a complaint was made that was contrary to communication made prior to that pointAfter this, Mr [redacted] confirmed that he did not want to change the prior arrangement and signed the release of liability and was issued a return and full refund for his purchase.Enclosed: Cali Bamboo Installation Guidelines Cali Bamboo Flooring Warranty – showing the disclosures discussed above Correspondence – showing acceptance of resolution prior to filing a claim Receipt of Refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The company is still investigating and has not yey made any offer to resole my complaint Once such offer is made, I will review same and respond with my decissionRegards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not understand how Calibamboo can claim the report to be inconclusiveI used the inspector THEY asked me to use, attached is the inspection report, the photos that the inspector took, as well as another document that the inspector emailed to Calibamboo because a Calibamboo ambassador called the inspector to question the inspector's finding
In the report you can clear see that just by the inspector using his instrument causes a scratch on the floorHow can a product claim to be so strong and high heel safe to be scratched and dented so easily, even kids playing with plastic toys can cause a scratch, even when moving a waste basket can cause a scratch, the same activity when performed on even laminated floors would NOT create a scratch! Look at all the pictures! In the conclusion of the report the inspector clearly states that the surface layer of the product is badIn his response to Calibamboo he also made it clear that the floor is NOT suitable for reasonable use
I do not have ridiculous expectation, but when I pay for a premium product I expect it to perform better than regular laminate floors.
I'm not asking for the worldI'm asking for the full cost of replacing this product; including the cost of the inspector, labor to remove the flooring, labor to install new flooring and the cost of glue during installation
Regards,
*** ***

Good Morning,Thank you for taking time to provide us feedback regarding your concernsWe sincerely apologize for any inconvenience the damaged shipment caused and value the opportunity to resolve this with you directly. The damage was first reported to us on the day of attempted delivery
4/11/The order was refused at time of delivery as damaged and order was cancelled by MrKairoff on that same dayCali Bamboo contacted the *** delivery terminal in Tuscon, AZ to evaluate the damagePhotos provided by *** show that the plastic shrink wrap and banding used to secure the shipment had not been compromised, nor was any visible or claimable damage presentPlease note, for returns of undamaged materials after an order is shipped, Cali Bamboo assesses a non-negotiable 25% restocking fee and the cost of return shipping from the refund (https://www.calibamboo.com/support/#policies). On 4/17/18, as a gesture of good-faith, and considering Mr*** poor delivery experience, Cali Bamboo waived the cost of return shipping on this returnAlternatively, Cali Bamboo offered to reship this order at no extra cost at a future date more convenient for the customerCali Bamboo has not received a reply regarding Mr*** preferred resolution as of 4/20/Cali Bamboo is happy to accommodate either of these resolutions. Please feel welcome to contact me if you have any questions or would like to schedule an appointment to discuss this information in further detail. Sincerely, *** ***Customer Experience Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I finally got my refund this morning from Cali Bamboo! Thank you!
Regards,
*** ***