Cali Bamboo LLC

Cali Bamboo does offer the hardest hard wood floors, with a Janka
rating of 5000+. However, 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.

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.
I finally got my refund this morning from Cali Bamboo! Thank you!
Regards,
[redacted]

Cali Bamboo, LLC[redacted]Ms. [redacted]Revdex.com of San Diego[redacted]Re: Complaint ID [redacted]Dear Ms. [redacted]:Many of the consumer’s concerns have already been addressed in Cali Bamboo’s initial response to complaint ID [redacted]. Cali Bamboo maintains that the color variance of the flooring received by the consumer is within the industry’s standards and represents what Cali Bamboo advertises. However, as a gesture of goodwill, Cali Bamboo is willing to offer a 20% discount to the consumer for his flooring order. We understand that the consumer did not ask for a discount; however, in the initial complaint he said he would “entertain a good discount on the material” and also mentioned this in a voicemail to Cali Bamboo prior to this complaint being filed. We hope this offered discount is satisfactory to the consumer.Should the consumer feel that the discount offered above is not acceptable, Cali Bamboo still stands behind our offer to authorize a return of the opened boxes of flooring. We understand based on our conversations with the consumer and his subsequent complaints that should he return the flooring he does not feel he should have to repackage the flooring in boxes. Unfortunately, due to liability concerns, Cali Bamboo and its affiliated carriers are unable to enter the consumer’s home to repackage the flooring nor are any shipping carriers able to pick up a shipment of loose planks. However, we would be willing to waive our 25% restocking fee if the consumer pays for the return shipping and is able to substantiate the flooring is in resale condition and has not been installed or damaged.We are very sorry that the consumer feels we have not been willing to work with him and that we have given him the impression that our attitude is “tough luck.” That is certainly not Cali Bamboo’s intention and we hope that the concessions offered above are able to provide the consumer with the resolution he is seeking.Your assistance in resolving this dispute is greatly appreciated.Sincerely,[redacted]CALI BAMBOO, LLC

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 AM To: '[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 PM To: [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]

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 respond. Secondly, 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 false pretense.  The company should be embarrassed.
Regards,
[redacted]

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. The issue was responded too and due to latency in the time with the Revdex.com, the situation escalated outside of the liability of the vendor. I think it would be ideal that the Revdex.com retract this complaint.
Regards,
[redacted]

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]

Cali Bamboo is in contact with the consumer regarding this matter to assist with resolution of the flooring concerns Ms. [redacted] shared. The e-mail correspondence relating to this case is below. I have also attached the pictures relating to this matter, for your reference. This is currently an open...

case. To date, Cali Bamboo has provided the customer with (1) a Deluxe Maintenance repair kit, (2) offered to hire a third-party certified National Wood Flooring Association inspector to review the flooring concerns and  (3) has offered to assist with product for repairs. As indicated, Cali Bamboo is in contact with Ms. [redacted] regarding this matter and aims to assist with resolution.   From: [redacted] [mailto:[redacted]] Sent: Friday, September 16, 2016 3:22 PM To: '[redacted]' <[redacted]> Subject: RE: Follow up to the concerns you shared Hi [redacted], It was a pleasure speaking with you yesterday! I’m glad to hear that you received the Deluxe Maintenance Kit. Per our conversation, I’ll follow up with you on Monday. I look forward to assisting you!   Best,  [redacted] Customer Experience Team Leader www.CaliBamboo.com 6675 Mesa Ridge Rd. #100 San Diego CA 92121 Direct: [redacted] Lowe’s Support & Fax: [redacted]  From: [redacted] [mailto:[redacted]] Sent: Wednesday, September 07, 2016 6:36 PM To: [redacted] <[redacted]> Subject: Re: Follow up to the concerns you shared Hi [redacted],  This is my correct address.  Thank you for calling and taking the time to listen to my concerns! I will be sure to contact you after I use the kit.  Sent from my iPhone On Sep 7, 2016, at 20:41, [redacted] <[redacted]> wrote:Hi [redacted], It was a pleasure speak with you today! I greatly appreciate you taking the time to review your concerns with me so I may address accordingly. I sincerely apologize for the negative experience you had when seeking assistance from Cali Bamboo. Cali Bamboo strives to ensure the customer experience is wonderful. As we were able to discuss, I would be happy to provide you with a Deluxe Maintenance Kit to assist. I have input the order to the following location. Can you please confirm this is the accurate address when you have moment? [redacted] Per our conversation, I would like to remain your point of contact moving forward. 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 hope you have a wonderful evening!  Best,  <image001.jpg> [redacted] Customer Experience Team Leader www.CaliBamboo.com 6675 Mesa Ridge Rd. #100 San Diego CA 92121 Direct: [redacted] Lowe’s Support & Fax: [redacted] <image002.gif><image003.gif><image004.gif><image005.gif>