Initial Business Response /* (1000, 5, 2015/06/03) */
When the customer picked the product they were told that the one they liked more of the options was not a commercially rated productThey decided to go with it anyway and had their own installer put it inWe would never have installed that
product in that environment through our storeDespite this we STILL offered the customer a replacement product with a commercial warranty even though we are under no obligation to do soThey replied saying we don't want to deal with you, we just want 100% of our money back so we can buy it somewhere else
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were sold a commercial floor , with a warranty We had a professional installer put the floor in The sales person knew exactly where the floor was going to be installed , in fact he delivered it and at no point in time did the application come up We do not want to deal with a company who deals with a manufacture who will not stand behind their product or even respond back to them This problem was all settled with the sales manager of your store , I am confused as to what the problem is You stated you would give us a replacement floor , we do not want any floor you have to offer given the issues we have had .Just a refund for the floor that is clearly not standing up that the manufacture will not contact you back about
Final Business Response /* (4000, 14, 2015/06/18) */
The manufacturer did get back to us and stated as shown on the box that there is no commercial warrantyThe salesperson did deliver the product after telling the customer that it was not warrantied for commercial useAt the end of the day the customer can put it wherever they want regardless of warranty issuesDespite this we are still offering a replacement floor in good faith to try and make both parties happyHowever we will not give a full refund of a product that has been installed and in use for this length of timeAs for the picture attached showing a year commercial warranty, the customer came back into the store and took a picture of a box of a different product than they purchasedThe picture they took is of the product that we are offering to replace the current floor with, which is a more expensive floor with a commercial warranty attached
Final Consumer Response /* (4200, 16, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Have had several conversations with the sales manager of the store , in fact I had a minute meeting with him at your store and the manufacture according to him would not return his phone calls or e-mails How much of a refund are you willing to do to clear this matter up , clearly there is a cost in the new floor you are offering to put in
Initial Business Response /* (1000, 5, 2015/06/03) */
When the customer picked the product they were told that the one they liked more of the options was not a commercially rated productThey decided to go with it anyway and had their own installer put it inWe would never have installed that
product in that environment through our storeDespite this we STILL offered the customer a replacement product with a commercial warranty even though we are under no obligation to do soThey replied saying we don't want to deal with you, we just want 100% of our money back so we can buy it somewhere else
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were sold a commercial floor , with a warranty We had a professional installer put the floor in The sales person knew exactly where the floor was going to be installed , in fact he delivered it and at no point in time did the application come up We do not want to deal with a company who deals with a manufacture who will not stand behind their product or even respond back to them This problem was all settled with the sales manager of your store , I am confused as to what the problem is You stated you would give us a replacement floor , we do not want any floor you have to offer given the issues we have had .Just a refund for the floor that is clearly not standing up that the manufacture will not contact you back about
Final Business Response /* (4000, 14, 2015/06/18) */
The manufacturer did get back to us and stated as shown on the box that there is no commercial warrantyThe salesperson did deliver the product after telling the customer that it was not warrantied for commercial useAt the end of the day the customer can put it wherever they want regardless of warranty issuesDespite this we are still offering a replacement floor in good faith to try and make both parties happyHowever we will not give a full refund of a product that has been installed and in use for this length of timeAs for the picture attached showing a year commercial warranty, the customer came back into the store and took a picture of a box of a different product than they purchasedThe picture they took is of the product that we are offering to replace the current floor with, which is a more expensive floor with a commercial warranty attached
Final Consumer Response /* (4200, 16, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Have had several conversations with the sales manager of the store , in fact I had a minute meeting with him at your store and the manufacture according to him would not return his phone calls or e-mails How much of a refund are you willing to do to clear this matter up , clearly there is a cost in the new floor you are offering to put in