Echo Flooring Gallery Reviews (%countItem)
Echo Flooring Gallery Rating
Address: 560 Montgomery Pike, South Williamsport, Pennsylvania, United States, 17702-9590
Phone: |
Show more...
|
Fax: |
+1 (570) 323-9504 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Echo Flooring Gallery
Add new contacts
I ordered over two thousand dollars of kitchen and dining room flooring recently. I gave the store the measurements I needed and worked very closely with them on my project. I had to order another box of flooring after all the initial flooring came, as one box was damaged, which was taken care of. However, even though I worked closely with the store and was told that I would have extra flooring to complete my job, I had to order yet a second box of flooring, as the measurements were not correct even though I was supposed to have extra. When I got home I realized I was charged eighteen dollars and two cents in shipping charges. I already paid shipping charges on my first order and was not under the impression or informed by the store that I would be charged again. When I went into the store today they told me I would not be refunded the shipping. I do not feel this should have had to be paid again and am disappointed that the store would not refund this amount to me. I would like to get this matter resolved asap.
July 17, 2018
The following information is being provided to the Revdex.com in response to the consumer complaint and request of a refund for charges on products purchased on June 1, 2018. The charges in question are standard shipping charges for custom order products through our store and prominently itemized on invoices upon purchase.
The consumer contacted our flooring store to measure and quote products to be installed in the home by our professional and trained installation crew. The consumer decided to purchase the products cash and carry and have the product installed by a private installer not affiliated with our store. As a courtesy to customers Echo Flooring Gallery will provide our measurements to consumers if requested, but they are only based on how our professional and trained installers would install the job if we were hired to do the work. All non-installed purchases or “Cash and Carry” purchases made at our store are provided with specific and direct information regarding our liability for quantities ordered as provided in attached information. Echo Flooring Gallery assumes no responsibility on how the private installer hired by consumers installs the product, creates waste, determines their own waste factor or damages products during the install process they choose to use.
At the time of the purchase in question on June 1, 2018, the consumer provided information on a damaged box that required a claim to be filed for a replacement box at no additional cost and also requested to purchase an additional box of material. At no time during the purchase of the additional product in question, payment procedure or the during the wait time of several weeks for consumer to pick-up ordered material did the consumer question the charges of shipping on the additional material they had requested to purchase through our store. The consumer did however attempt to obtain a refund of the shipping charges on June 20, 2018-- 19 days after the order date, once all materials had been ordered and arrived at our location. As our return policy states (also prominently displayed on all invoices) any changes or discrepancies must be reported. no more than a maximum of 72 hours after a custom order has been placed.
The consumer was aware of the same shipping charges on previous custom order purchases made through the store March 24, 2018. The order in question on June 1, 2018 was a separate shipment several months after the original order had been purchased, received and picked up from our store, therefore any new products purchased required a shipping fee to bring the additional merchandise in as it was in no way part of the original order. The fee for the shipping of merchandise purchased was the flat rate fee for that product without a limit to the amount of boxes ordered in any given single order.
We are also providing copies of documents consumers are given at the time of purchase to show exactly what the consumer was made aware of at the time of purchase and agreed to up until the time the consumer decided to pick up the merchandise 19 days after the sale was completed. We feel that the consumer was made aware of all policies and procedures by our company that would allow an informed decision on purchases at our store and at this time we do not feel the consumer is entitled to a refund of any shipping charges they agreed to pay during this or any previous purchases.
Please review documents A & B as attached as this information is how we based our decision on this particular denial of the request for refund of shipping charges. Any additional questions can be directed to the following person as she has been the management person in contact with the consumer making the complaint during this and previous attempts to obtain refunds, discounts and additional free of charge services through our store in the past several months::
Christine B.
Facility Director
August 7, 2018
The following information is being provided to the Revdex.com in response to the additional consumer concerns and follow up on the request of free binding of materials July 31, 2018 in which the consumer states they did not receive.
Echo Flooring Gallery does not have an in-house binding service or offer free binding service on carpet products purchased through our store. This service is completed by a third party vendor in which product is shipped from and returned to the store for consumer pickup typically within two-four weeks after all original custom ordered product is received to Echo Flooring Gallery and then sent out for binding service. Echo Flooring Gallery offers binding service of carpet purchased at the store for a fee per linear foot plus shipping costs and applicable taxes.
Consumers can request to have binding services completed on “waste material” left over from a carpet installation service is completed. Or if it is determined the consumer will not have enough "waste material" available to create the area rug size they want-- additional material can be purchased at the time of a custom order to create the area rug after the install.
The consumer requested a measurement be taken of carpet areas for full wall to wall installation and a hallway area for the possibility of having enough waste material to create a bound runner for this space. During the time of the in home measure the space in question was indeed measured to determine if enough product would be available to create a bound runner within the scope of the material needed to complete other areas of the home. Upon measurements taken of the area to be covered by a bound area rug it was noted that an additional 12x2-00 piece of material would need to be purchased to create a carpet runner to the size of the area requested. The consumer did not purchase extra material or purchase the binding service provided by the company. The consumer has received all goods and services that were purchased to date.
Christine B.
Facility Director
Again, I feel as if the business is okay with losing a consumer, as they are unwilling to refund the shipping charge and have made statements they did not follow through on. I do not desire any more product from them at this time. My main concern was to be refunded for the shipping charge on the one box which I believe was a total of $ 17.00 plus tax. I feel upset that the business is unwilling to resolve this issue and refund that charge.