Cali Bamboo LLC

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.
Please see the attached photo of the goods as they appeared when they were recieved by me. Does this look like a shipment of undamaged goods? Despite the business's response in trying to resolve this by way of waiving the return shipping fee, they still want to charge me a 20% restocking fee. I did not want to take the chance in evaluating every single plank to determine which planks were damaged or not and neither did [redacted] or the business itself. There may have been damaged flooring planks in the shipment however for me to take a chance and lose my leverage as a consumer to accept such a poorly delivered and packaged product would have been unwise and would have potentially jeopardized my flooring project. Thus, I will continue to argue my case until the business makes this right and refunds my money in full.
Regards,
[redacted]

We bought over 1000 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 2,000.00 to put it down - it cost over $5,000. 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 $2000. we are into this $9,000. for one room one floor. I would never ever deal with Cali Bamboo, or Lowes again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
Regards,
[redacted]

Ms. [redacted]
Revdex.com of San Diego
5050 Murphy Canyon, Ste. 110
San Diego, CA 92123
 
 
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 4 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, 9/20/2016. Please let me know if you have any questions or would like additional information. Thank you. 
  From: [redacted]] Sent: Tuesday, September 20, 2016 3:46 PMTo: [redacted]yahoo.com' <l[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 me. I sincerely apologize for the experience you had when seeking assistance from [redacted]. Cali Bamboo strives to ensure the customer experience is wonderful. Per our conversation, Cali Bamboo would like to assist by refunding the cost of the product to you. For your records, I have attached the refund authorization to this message which includes both the product and the shipping fees. Please allow three (3) to five (5) business days for this amount to appear back on your original payment method. Additionally, 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 detail. I am glad we were able to bring resolution to your concern. It has been a pleasure assisting you!   Best,
 
[redacted] Customer Experience Team Leader www.CaliBamboo.com 6675 Mesa Ridge Rd. #100 San Diego CA 92121 Direct: 858.492.7880 x 350 Lowe’s Support & Fax: 858.800.3843

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.
 I accept the offer to refund of the purchase price for the nosings.  CaliBamboo is still looking into what can be done regarding the treads. 
Regards,
[redacted]

Wonderful to work with. They worked with me on timing of when to purchase, send samples, held my order. Just excellent customer service. I LOVE the product also. So easy to install and is beautiful.
My only two things are: the shipping department doesn't deliver on the weekends and you need to inspect the order quickly for any issues.

April 9, 2015Ms. [redacted]Revdex.com of San Diego[redacted]
[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, 2014. This issue has been resolved between the customer and Cali Bamboo as of 3/24/2015. Although the issues that were present with Mr. [redacted] floor were not product related, Cali Bamboo has refunded the customer in full of $1703.73. 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 shipments. Due to these issues, Cali Bamboo customer service team placed 6 additional orders for customer at no cost for replacements as well as courtesy shipments for his troubles. Replacement shipments totaling in $1,437.39 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 information. Mr. [redacted] was able to give the customer service representative more information regarding background of installation and issue that was occurring. The customer service representative, [redacted], 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 levels. So, to reduce winter gapping, reduce the annual range of moisture levels. Or, 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 expansion. Excessive 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 case. Due 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 issues. As 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 warranty. Expanding 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 flooring. The 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, 2015 Mr. [redacted] initial customer service representative, [redacted], reached back out to the customer to assist with the resolution. The 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 refund. Upon their conversation both parties came to a conclusion that the return of product and a refund was acceptable. That 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 24 a post was made to the Revdex.com regarding the case. The 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 resolution. At 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 Bamboo. Mr. [redacted] floor experienced moisture and/or installation related issues. While 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 point. After 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: 1. Cali Bamboo Installation Guidelines 2. Cali Bamboo Flooring Warranty – showing the disclosures discussed above 3. Correspondence – showing acceptance of resolution prior to filing a claim 4. Receipt of Refund

Cali Bamboo has offered a resolution of a refund for the stair nosings as a gesture of goodwill. 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.

Cali Bamboo agrees that Lowe’s offers excellent service. In 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 way. For 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 installer. Customer satisfaction is our top priority. Together 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 behalf. We 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.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 decission.
Regards,
[redacted]

Roman","serif"">Cali Bamboo, LLC
6675 Mesa Ridge Rd #100
San Diego, CA 92121
July
27, 2015
 
 
Ms.
[redacted]
Revdex.com
of San Diego
[redacted]
[redacted]
 
 
Re:      Complaint ID [redacted]
[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,
2015 (see enclosed document “[redacted] ([redacted]”). On July 10,
2015 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, 2015
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 finish. We 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, 2015 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 planks. To visualize the range of colors within the flooring style you
are considering, compare your samples to the photos on our web site. During
installation, work from several cartons at a time to achieve a uniform
appearance across the entire floor. Mix and mingle planks when dry-laying the
floor for maximum aesthetic appearance. Blend moldings to planks that have
similar color. Natural 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, 2015
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, 2015 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, 2015
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 customer. Furthermore, 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:
1.   [redacted] ([redacted]):
customer’s original
sales invoice
2.   Email with Terms and Conditions: showing customer was emailed a
link to terms and conditions
3.   Cali Bamboo Terms &
Conditions - disclosing
company return policy
4.  
Cali
Bamboo Installation Guidelines – disclosing information regarding color variation and
tips for installation
5.  
Email
Correspondence: demonstrating Cali Bamboo’s efforts to resolve this
matter

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.
I do not understand how Calibamboo can claim the report to be inconclusive. I 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 floor. How 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 bad. In 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 world. I'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,
[redacted]

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 installation. Cali Bamboo makes no
warranty or guarantee of the quality of the chosen installer's work. Bamboo 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 itself. These 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.

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 7/19/2016. Please note the Cali Bamboo was unable to reach the customer to gather further information to assist prior to 8/1/2016. However, as of 8/1, we...

have been in contact with Mr. [redacted] regarding the product related concerns he shared. We are currently investigating the matter so we can assist the customer with prompt resolution. I 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.

Customer purchased order through Lowe's, a retailer of Cali Bamboo flooring. Cali Bamboo abides by Lowe's policy which requires all matters to be directed through Lowe's. In...

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 pictures. Upon receipt Cali Bamboo provided customer with technical support to ensure her concerns were handled with the utmost care. Cali Bamboo worked diligently with Lowe's and the customer by offering the option of either a replacement order or a full refund. Customer opted to return the flooring to Lowe's and has since been fully refunded. We regret to hear that our mutual customer is not satisfied, as our number one priority is customer satisfaction. In 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.

Please see attached correspondence with regard to this matter. I have also included the communication below. Please feel welcome to reach out to me if you have any questions. Thank you for your attention to this matter. 
 
    From: [redacted]] Sent: Wednesday, October 05, 2016 9:58 AMTo: '[redacted]' <l[redacted]@yahoo.com>Subject: RE: Following Up to Case Number [redacted]   Hi [redacted],   Thank you for following up on this! I apologize for the delay; I want to confirm that the accounting department received the request to process the refund; however, there was a delay in processing time. They informed me this was an known issue that has since been addressed. I have attached the refund authorization for your records. They informed me the refund has been processed and, based on the bank processing time, should appear on your original payment method no later than the end of the week. I will monitor accordingly as well.   I want to apologize again for the delay in retrieving this information. We appreciate your patience as this matter was addressed. Please don’t hesitate to call me if you have any questions or would like to schedule an appointment to speak in further detail. Thank you again and I hope you have a wonderful day!     Best,  
[redacted] Customer Experience Team Leader www.CaliBamboo.com 6675 Mesa Ridge Rd. #100 San Diego CA 92121 Direct: 858.492.7880 x [redacted] Lowe’s Support & Fax: 858.800.3843
      From: [redacted] [mailto:l[redacted]@yahoo.com] Sent: Tuesday, October 04, 2016 3:09 PMTo: [redacted] <a[redacted]@calibamboo.com>Subject: Re: Following Up to Case Number [redacted]   Hi [redacted],   I am following up with you in regards to the above case number. Have you spoke with your accounting department? Is there away I can pick the funds up at your San Diego office? Is there a reason for the delay? Please advise! Don't mean to bother you, just would like status on what was promised to me. Thank you! [redacted] On Sep 30, 2016, at 9:27 AM, [redacted] <a[redacted]@calibamboo.com> wrote: Hi [redacted],   Happy Friday! I apologize for the delay. I reached out to my accounting department as soon as I received your first e-mail, requesting the specifics on the refund. I just followed up again and expect to have the information for you shortly. Please let me know if you have any questions in the meantime!   Thanks! [redacted]

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 so. Cali Bamboo located an
inspector and provided him with the information as an option to use. Cali
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 findings. The inspector did not
provide any information and when asked for clarification on 1 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 flooring. The conclusion
stated that the sample piece was a “different”, stronger product which is not
true. Cali 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.

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 1000 sq. ft. of 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,
[redacted]

Ms. [redacted]Revdex.com of San Diego5050 Murphy Canyon, Ste. 110San Diego, CA 92123  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 4 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, 9/20/2016. Please let me know if you have any questions or would like additional information. Thank you.   From: [redacted]] Sent: Tuesday, September 20, 2016 3:46 PM To: [redacted]yahoo.com' <l[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 me. I sincerely apologize for the experience you had when seeking assistance from [redacted]. Cali Bamboo strives to ensure the customer experience is wonderful. Per our conversation, Cali Bamboo would like to assist by refunding the cost of the product to you. For your records, I have attached the refund authorization to this message which includes both the product and the shipping fees. Please allow three (3) to five (5) business days for this amount to appear back on your original payment method. Additionally, 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 detail. I am glad we were able to bring resolution to your concern. It has been a pleasure assisting you!   Best,  [redacted] Customer Experience Team Leader www.CaliBamboo.com 6675 Mesa Ridge Rd. #100 San Diego CA 92121 Direct: 858.492.7880 x 350 Lowe’s Support & Fax: 858.800.3843

Cali Bamboo, LLC
Roman","serif"">6675 Mesa Ridge Rd #100
San Diego, CA 92121
July
27, 2015
 
 
Ms.
[redacted]
Revdex.com
of San Diego
[redacted]
[redacted]
 
 
Re:      Complaint ID [redacted]
[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,
2015 (see enclosed document “[redacted] ([redacted]”). On July 10,
2015 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, 2015
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 finish. We 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, 2015 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 planks. To visualize the range of colors within the flooring style you
are considering, compare your samples to the photos on our web site. During
installation, work from several cartons at a time to achieve a uniform
appearance across the entire floor. Mix and mingle planks when dry-laying the
floor for maximum aesthetic appearance. Blend moldings to planks that have
similar color. Natural 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, 2015
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, 2015 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, 2015
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 customer. Furthermore, 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:
1.   [redacted] ([redacted]):
customer’s original
sales invoice
2.   Email with Terms and Conditions: showing customer was emailed a
link to terms and conditions
3.   Cali Bamboo Terms &
Conditions - disclosing
company return policy
4.  
Cali
Bamboo Installation Guidelines – disclosing information regarding color variation and
tips for installation
5.  
Email
Correspondence: demonstrating Cali Bamboo’s efforts to resolve this
matter