Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ Contact Name and Title: [redacted] , Office Mana Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fcainc.com Revdex.com RE: Complaint Case # XXXXXXXX [redacted] On April 7th 2014, [redacted] & [redacted] purchased Mannington, Jumpstart vinyl flooring # XXXXX; (Note: this is a "Travertine" pattern with no grout lines) [redacted] stated she did not want any pattern lines in the floor On April 29, the vinyl flooring was installed by FCAUnfortunately, the wrong seam sealer was ordered and used for the seam along the west wall of the kitchenWhen it was determined a high gloss seam sealer was used instead of the recommended low gloss, the correct seam sealer was ordered On May 6, the fill piece of vinyl was replaced, and the correct seam sealer was usedLater that day Mr [redacted] called FCA complaining about the seam; a meeting was set up to inspect the seam On June 6, [redacted] the [redacted] 's son [redacted] and I met and inspected the installationIt was determined the seam is structurally and cosmetically sound, and meets industry standardsBoth Mrs [redacted] and her son stated they thought the seam looked goodA small hard spot in the vinyl was taken care of by the installerMrs [redacted] stated she was happy and thanked us for coming out and looking at the installationMr [redacted] called FCA later that day and spoke with [redacted] Mr [redacted] stated that he was not happy and would not accept our decision [redacted] asked Mr [redacted] to meet with meMr [redacted] agreed and a meeting was scheduled On June 18, Mr [redacted] met with [redacted] and I at FCA, the vinyl seam was discussedI reiterated that this seam was both structurally and cosmetically soundMr [redacted] stated that his previous vinyl seam was invisibleI explained the reason for this was because the seam was in a grout lineThe vinyl Mrs [redacted] chose has no grout lines; therefore, the seam could not be hiddenAfter explaining this I offered to replace the floor at a 50% discount; with FCA paying for half of the cost and the [redacted] 's paying the other halfMr [redacted] stated he was not willing to pay halfHe further stated he would never do business with FCA again and would do everything he could to tell everyone not to buy from FCAMr [redacted] then asked about the $credit [redacted] had offered himI asked Mr [redacted] if he would take the $credit only to leave and bad mouth FCA, he said yes, and then left the store On June 27, I contacted Mrs [redacted] to tell her the $check was at FCA and they needed to come in to pick it up and sign a wavierMrs [redacted] stated she would discuss this with Mr [redacted] and get back to me FCA's position is that the [redacted] 's selected the product for their home, and specifically did not want a product with grout linesThe installation of the flooring they chose is good, the offer to share the replacement cost is valid, the credit and release form are ready for the [redacted] 's to pick up [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) hello , No we do not accept their response to our complaintAt issue here is their sales person not advising us when we were looking at patterns that the one we chose would have a visible seam line when finished , we just went the other day to another flooring store and the first thing they said when picking out samples that the pattern ones would NOT hide the seam , we are not flooring experts and if at the time their sales person would have advised against it we would have made other selection Now for their offers ,the $offer was for our trouble to have them come over and replace the wrong seam they put in and in the process used up a piece that I could have used in one of our bathrooms ,that was for our trouble and not as a offer to live with this flooring Secondly the offer to replace a floor from them at half the cost , our position is that if they would have done AS PROMISED by conversation with sales person after the flooring looked unacceptable he said they would even replace it for no cost , they wanted us happy Then in the in store meeting that is when they wanted to replace at half the cost , what a rip off .yes I do admit I will give them bad reviews , sign in my front lawn , bumper sticker , and a hat and shirt which I will wear letting others know of our bad experience with this store All we wanted and expected was a better floor to replace the old one , we both wish we could have the old one back I do not want them in my house again I just want the money we paid for it to have it replaced by another company They refund our cost and will call it even and not talk down their store We are seniors living off a fixed income and now will have to replace it for the extra cost thank you for your help in this matter [redacted] PS the high gloss seam was never replaced in the laundry area , they said it was my wife's fault for not mentioning that Final Business Response / [redacted] (4000, 10, 2014/07/17) */ 7/18/ FCA's response is the same as stated on 7/2/The Baileys selected the vinyl they wanted, no grout linesThe vinyl seam is structurally and cosmetically acceptableThe offer and check for $is still available for the [redacted] 's to pick upAt no time did FCA offer to replace the Baileys floorFCA will replace the floor at a 50% discount, plus the $creditUntil Mr [redacted] contacted the Revdex.com there was never a mention of an issue with the Laundry Room seamSince Mr [redacted] refuses to allow FCA in his house again, there is nothing FCA can doMr [redacted] has the right to express his feelings, as long as he doesn't break any laws in doing soAt this time FCA remains willing to complete as offered on 7/2/ Final Consumer Response / [redacted] (4200, 12, 2014/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for your help to try to work this out Broken promises from this company , the salesperson in discussion when we were going to withhold other half of payment did say they would replace the floor if we were not happy ,, wish we would have withheld it now but that is a lesson in trusting people I want the money we spent on the floor refunded and will now use the small claims court to try and resolve issue I will post my yard sign , bumper stickers , my hat and tee shirt just to tell others that I am one unhappy FCA customer Will also give them a review on Angie's list and my facebook page Again , thanks for trying to help a consumer to make things right [redacted]
Initial Business Response / [redacted] (1000, 7, 2014/03/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @efloors.com To Whom It May Concern: As published on our website within our Shipping Policy, "Freight shipments will be unloaded curbside It is your responsibility to arrange movement of the materials beyond this pointDelivery personnel are not permitted to enter a customer's home at any timeIt is your responsibility to arrange for assistance carrying the shipment into their homes if it is needed; delivery personnel are not permitted to assist with this in any way." This language is also included via link within our emailed receipt to Ms [redacted] As such, we ask that this case be closed as Efloors delivered Ms [redacted] 's shipment as promised Best regards, Efloors.com
Dear Ms [redacted] : We sincerely apologize for the delay with your replacement shipment Unfortunately the merchandise is still in production with the manufacturer The material that was initially available for shipment was found to be defective, and certainly not released for shipment Efloors communicated this delay to you by leaving a voicemail on October 13, at 8:49AM The molding pieces are scheduled to complete production on December 16, at which point we will promptly move the order into shipment to you Efloors will overnight the pieces at no additional charge Efloors will provide tracking information via email as soon as it becomes available.Best regards,Efloors.com
The below message was submitted to the BBB portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am. To Whom It May Concern: We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted] . You may track your shipment on www.***.com. Please do not hesitate to contact us should we be of further service. Best regards, [redacted]
To Whom it May Concern: Although Efloors has acted in accordance with all published policies provided to our customers at the time of order and within their receipt email, Efloors has granted a return for the two molding pieces shipped to MsNichols Upon receipt of the returned merchandise, a refund will be promptly issued back in the form of original payment Our returns address is provided below Please label the return with [redacted] .Efloors Returns Department [redacted] Best regards, Efloors.com
Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: *** ***, **
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
To Whom it May Concern:
Due to the delay, Ms*** has been issued a full refund for her purchaseMs*** has been
informed of this resolution and is satisfied
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: *** ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
Dear *** ***: We at Efloors pride ourselves in our ability to satisfy each of our valued customersAt times, products
become backordered, and take a bit longer than we anticipate to shipOur website advertises: TYPICALLY ships next business dayIn the unlikely event your product is backordered, you are immediately informed via emailAs you requested, we also immediately refunded your payment after you decided against waiting the minimal backordered timeframePlease contact us should we be of further service
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@efloors.com
To Whom it May Concern:
Upon receipt of Ms***'s wish to cancel the order placed with Efloors.com, the transaction
was immediately refunded under Transaction ID: XXXXXXXXXXAs noted via email to Ms***, we kindly as an allowance of 3-business days for the credit to post with the credit card companies
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2014/09/22) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@efloors.com
To Whom It May Concern:
Efloors.com has attempted to coordinate return pick up with Pereira Construction LLC three times since
confirmation of incorrect merchandise receivedEach time, our freight carrier, R&L Carriers has been turned away and refused from the delivery locationAs per our agreement with PayPal, the buyer's payment choice, Efloors.com will issue a full refund once the merchandise is returnedI have enclosed a copy of the case records from PayPal: Case #PP-XXX-XXX-XXX-XXX
We ask that Pereira Construction LLC provide a firm date in which we can proceed with scheduling the return pick up as the refused appointments are associated with costly chargesPayPal has provided a deadline of September 25,
Best regards,
*** ***
They can not deliver in a timely mannerWhen I contacted them regarding the damages they were causing me and simply wanting to know when I could expect my order which was placed Nov 2nd to be delivered November 8th at the latest, now here we are 11/and being told again the order would arrive later this week and I demanded a manger who very rudely and quickly said she was cancelling my order and then hung up on meDO NOT USE THIS COMPANY
I have placed two orders with this company and both have been a disaster, both times taking a month or more to receive what I orderedTheir customer service is completely non-responsive I had to call repeatedly to get anyone to pay attention to the fact that my order was weeks lateOne time they sent the wrong product and then took two plus weeks MORE to get the right one to me I will happily pay more for the product to buy from a different company in the future!
Initial Business Response /* (1000, 6, 2015/10/16) */
Contact Name and Title: Brittaney ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
To Whom It May Concern:
Ms***'s claims are falseShe was contacted immediately via email, and refunded on September 18,
0215: prior to the date of this caseMs***'s refund was issued in accordance to our published return policy on our websitePlease do not hesitate to contact us with any further questions
Best regards,
Efloors.com
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is as follows:
1.The conversations were nothing more than promises by efloors of a refund weeks prior and still nothingThey never responded quickly it wasn't until I told them that I had filed a complaint with the Revdex.com did they actually start looking into my return which I returned a month prior
I did finally receive a refund but it was less than we had discussedBrittany had told me she also would accept the returning of the pails of the glue we purchased because of all the inconveniences I was experiencing with themI returned the glue and did not receive any money for themWhen I called them about that, a women told me she would ask Brittany and let me knowI never received a call back, as usual, and the refund went threw without the addition of the glueI called AGAIN and the women said oh Brittany forgot to add that in the total and that she would look into thatBrittany finally emailed me she had to make sure it was refundable after she had told me she would accept it as a return from me a month prior
Up until today they(efloors)has an extra case of flooring and pails of glue that I had returned and still have not received any refund for any of themI am pretty sure that is considered STEALINGI rightfully deserve a REFUND for them, as well
Check all the phone calls and emails I had made to them and see what was promised if they so call want to call these all accusations
Dear Ms* ***:
At Efloors.com we pride ourselves on customer satisfaction We have a fully staffed call center readily available to assist our customers via telephone and live chat We apologize that you have experienced difficulties in contacting us Please
verify that you are calling 1-888-522-5456.
We would like to inform you that your samples delivered to you on December 7, at 10:44AM You may track and verify your shipment via Fed Ex tracking *** You may also follow the link provided below:
https://www.fedex.com/apps/fedextrack/?tracknumbers=***
We will gladly process a no charge replacement order for you should you wish Please contact us so that we may further assist you
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Brittaney ***, VP
Contact Phone: ***
Contact Email: b@efloors.com
Dear Lara,
We at Efloors utilize the most reputable freight carriers to ensure the safe delivery of your orderIn the rare
case of an incomplete delivery, we ask that you allow 48-for the freight carrier to conduct a "tracer" on the missing product(s)As indicated in our shipping policy, linked here: http://www.efloors.com/shipping-policy.aspx, if the merchandise is not located within this specified time frame, Efloors promptly ships replacement merchandise and processes a loss claim internallyAs promised, on Monday, July 20th, a replacement order has been processed against your orderThe merchandise is shipping directly to you via expedited UPS services for delivery by the end of the weekAn email was sent to you with your tracking informationPlease contact us should we be of further serviceWe can be reached by calling toll free at 1-***
Best regards, Efloors.com
To Whom It May Concern:
We at Efloors process all orders within the following business day. The merchandise purchased was advertised on our website as "Typically Ships in 5-7 business days". As noted on our website, in the unlikely event that your product is back ordered,...
Efloors.com will notify you immediately and will provide timely updates as they become available. Efloors.com provided updates via email and voicemail in regards to the status of the merchandise purchased. In efforts of resolving this case, Efloors.com will accept this return of 30 cartons of: Daltile Rittenhouse Square: Modular White Semi-Gloss 3" x 6" Ceramic Tile K10136MOD1P4. We kindly as Sarita [redacted] to contact the Efloors.com Customer Service team to obtain return authorization for this merchandise.Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2014/07/02) */
Contact Name and Title: [redacted], Office Mana
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fcainc.com
Revdex.com
RE: Complaint Case # XXXXXXXX
[redacted]
On April 7th 2014, [redacted] & [redacted] purchased...
Mannington, Jumpstart vinyl flooring # XXXXX; (Note: this is a "Travertine" pattern with no grout lines). [redacted] stated she did not want any pattern lines in the floor.
On April 29, 2014 the vinyl flooring was installed by FCA. Unfortunately, the wrong seam sealer was ordered and used for the seam along the west wall of the kitchen. When it was determined a high gloss seam sealer was used instead of the recommended low gloss, the correct seam sealer was ordered.
On May 6, 2014 the fill piece of vinyl was replaced, and the correct seam sealer was used. Later that day Mr. [redacted] called FCA complaining about the seam; a meeting was set up to inspect the seam.
On June 6, 2014 [redacted] the [redacted]'s son [redacted] and I met and inspected the installation. It was determined the seam is structurally and cosmetically sound, and meets industry standards. Both Mrs. [redacted] and her son stated they thought the seam looked good. A small hard spot in the vinyl was taken care of by the installer. Mrs. [redacted] stated she was happy and thanked us for coming out and looking at the installation. Mr. [redacted] called FCA later that day and spoke with [redacted] Mr. [redacted] stated that he was not happy and would not accept our decision. [redacted] asked Mr. [redacted] to meet with me. Mr. [redacted] agreed and a meeting was scheduled.
On June 18, 2014 Mr. [redacted] met with [redacted] and I at FCA, the vinyl seam was discussed. I reiterated that this seam was both structurally and cosmetically sound. Mr. [redacted] stated that his previous vinyl seam was invisible. I explained the reason for this was because the seam was in a grout line. The vinyl Mrs. [redacted] chose has no grout lines; therefore, the seam could not be hidden. After explaining this I offered to replace the floor at a 50% discount; with FCA paying for half of the cost and the [redacted]'s paying the other half. Mr. [redacted] stated he was not willing to pay half. He further stated he would never do business with FCA again and would do everything he could to tell everyone not to buy from FCA. Mr. [redacted] then asked about the $150 credit [redacted] had offered him. I asked Mr. [redacted] if he would take the $150 credit only to leave and bad mouth FCA, he said yes, and then left the store.
On June 27, 2014 I contacted Mrs. [redacted] to tell her the $150 check was at FCA and they needed to come in to pick it up and sign a wavier. Mrs. [redacted] stated she would discuss this with Mr. [redacted] and get back to me.
FCA's position is that the [redacted]'s selected the product for their home, and specifically did not want a product with grout lines. The installation of the flooring they chose is good, the offer to share the replacement cost is valid, the credit and release form are ready for the [redacted]'s to pick up.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hello ,
No we do not accept their response to our complaint. At issue here is their sales person not advising us when we were looking at patterns that the one we chose would have a visible seam line when finished , we just went the other day to another flooring store and the first thing they said when picking out samples that the pattern ones would NOT hide the seam , we are not flooring experts and if at the time their sales person would have advised against it we would have made other selection . Now for their offers ,the $150.00 offer was for our trouble to have them come over and replace the wrong seam they put in and in the process used up a piece that I could have used in one of our bathrooms ,that was for our trouble and not as a offer to live with this flooring . Secondly the offer to replace a floor from them at half the cost , our position is that if they would have done AS PROMISED by conversation with sales person after the flooring looked unacceptable he said they would even replace it for no cost , they wanted us happy . Then in the in store meeting that is when they wanted to replace at half the cost , what a rip off .yes I do admit I will give them bad reviews , sign in my front lawn , bumper sticker , and a hat and shirt which I will wear letting others know of our bad experience with this store . All we wanted and expected was a better floor to replace the old one , we both wish we could have the old one back . I do not want them in my house again I just want the money we paid for it to have it replaced by another company . They refund our cost and will call it even and not talk down their store . We are seniors living off a fixed income and now will have to replace it for the extra cost .
thank you for your help in this matter .
[redacted]
PS the high gloss seam was never replaced in the laundry area , they said it was my wife's fault for not mentioning that .
Final Business Response /* (4000, 10, 2014/07/17) */
7/18/14
FCA's response is the same as stated on 7/2/14. The Baileys selected the vinyl they wanted, no grout lines. The vinyl seam is structurally and cosmetically acceptable. The offer and check for $150.00 is still available for the [redacted]'s to pick up. At no time did FCA offer to replace the Baileys floor. FCA will replace the floor at a 50% discount, plus the $150.00 credit. Until Mr. [redacted] contacted the Revdex.com there was never a mention of an issue with the Laundry Room seam. Since Mr. [redacted] refuses to allow FCA in his house again, there is nothing FCA can do. Mr. [redacted] has the right to express his feelings, as long as he doesn't break any laws in doing so. At this time FCA remains willing to complete as offered on 7/2/14.
Final Consumer Response /* (4200, 12, 2014/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your help to try to work this out . Broken promises from this company , the salesperson in discussion when we were going to withhold other half of payment did say they would replace the floor if we were not happy ,, wish we would have withheld it now but that is a lesson in trusting people . I want the money we spent on the floor refunded and will now use the small claims court to try and resolve issue . I will post my yard sign , bumper stickers , my hat and tee shirt just to tell others that I am one unhappy FCA customer . Will also give them a review on Angie's list and my facebook page .
Again , thanks for trying to help a consumer to make things right.
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I never received anything at all. I was calling the correct number. As I noted in my prior email, I did not receive any of the flooring samples I ordered so I purchased flooring from another company. I am requesting a refund. Samples are useless to me now.
My name is not Ms[redacted].
Sincerely,
L [redacted]
Dear [redacted]
Your order was processed with Efloors.com on Friday, 10/30/15. As with all orders, your order was processed the following business day on Monday, 11/3/15. Our website indicates that the items on your order typically ship within 5-7 business days. Once your...
order was processed, Efloors.com learned that your order's merchandise would ship slightly later than the date advertised. As such, an alert email was promptly sent directly to you. Your order was immediately cancelled, and refunded as soon as Efloors.com learned that is how you wished to proceed. Your order was refunded on 11/3/15 at 12:45PM. Your transaction ID number is [redacted] A copy of this transaction was emailed to you upon processing. Please let us know if we can be of further service.Best regards,
Efloors.com
The below message was submitted to the Revdex.com portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am.
To Whom It May Concern:
We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted]. You may track your shipment on www.[redacted].com. Please do not hesitate to contact us should we be of further service.
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
The moment Efloors learned of the mistake in shipment to Ms. [redacted], Efloors issued a UPS call tag for...
return shipment. UPS was unsuccessful in three attempts of picking up the merchandise delivered to Ms. [redacted], advising the merchandise was not ready for pick up. Nonetheless, on September 8, 2015, the merchandise was received back into the Efloors warehouse for return. On September 8, 2015 at 2:26PM Ms. [redacted] received a full refund for $205.70. Transaction ID: XXXXXXXXXX. Please advise if we can be of any further service.
Best regards,
Efloors.com
Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ Contact Name and Title: [redacted] , Office Mana Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fcainc.com Revdex.com RE: Complaint Case # XXXXXXXX [redacted] On April 7th 2014, [redacted] & [redacted] purchased Mannington, Jumpstart vinyl flooring # XXXXX; (Note: this is a "Travertine" pattern with no grout lines) [redacted] stated she did not want any pattern lines in the floor On April 29, the vinyl flooring was installed by FCAUnfortunately, the wrong seam sealer was ordered and used for the seam along the west wall of the kitchenWhen it was determined a high gloss seam sealer was used instead of the recommended low gloss, the correct seam sealer was ordered On May 6, the fill piece of vinyl was replaced, and the correct seam sealer was usedLater that day Mr [redacted] called FCA complaining about the seam; a meeting was set up to inspect the seam On June 6, [redacted] the [redacted] 's son [redacted] and I met and inspected the installationIt was determined the seam is structurally and cosmetically sound, and meets industry standardsBoth Mrs [redacted] and her son stated they thought the seam looked goodA small hard spot in the vinyl was taken care of by the installerMrs [redacted] stated she was happy and thanked us for coming out and looking at the installationMr [redacted] called FCA later that day and spoke with [redacted] Mr [redacted] stated that he was not happy and would not accept our decision [redacted] asked Mr [redacted] to meet with meMr [redacted] agreed and a meeting was scheduled On June 18, Mr [redacted] met with [redacted] and I at FCA, the vinyl seam was discussedI reiterated that this seam was both structurally and cosmetically soundMr [redacted] stated that his previous vinyl seam was invisibleI explained the reason for this was because the seam was in a grout lineThe vinyl Mrs [redacted] chose has no grout lines; therefore, the seam could not be hiddenAfter explaining this I offered to replace the floor at a 50% discount; with FCA paying for half of the cost and the [redacted] 's paying the other halfMr [redacted] stated he was not willing to pay halfHe further stated he would never do business with FCA again and would do everything he could to tell everyone not to buy from FCAMr [redacted] then asked about the $credit [redacted] had offered himI asked Mr [redacted] if he would take the $credit only to leave and bad mouth FCA, he said yes, and then left the store On June 27, I contacted Mrs [redacted] to tell her the $check was at FCA and they needed to come in to pick it up and sign a wavierMrs [redacted] stated she would discuss this with Mr [redacted] and get back to me FCA's position is that the [redacted] 's selected the product for their home, and specifically did not want a product with grout linesThe installation of the flooring they chose is good, the offer to share the replacement cost is valid, the credit and release form are ready for the [redacted] 's to pick up [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) hello , No we do not accept their response to our complaintAt issue here is their sales person not advising us when we were looking at patterns that the one we chose would have a visible seam line when finished , we just went the other day to another flooring store and the first thing they said when picking out samples that the pattern ones would NOT hide the seam , we are not flooring experts and if at the time their sales person would have advised against it we would have made other selection Now for their offers ,the $offer was for our trouble to have them come over and replace the wrong seam they put in and in the process used up a piece that I could have used in one of our bathrooms ,that was for our trouble and not as a offer to live with this flooring Secondly the offer to replace a floor from them at half the cost , our position is that if they would have done AS PROMISED by conversation with sales person after the flooring looked unacceptable he said they would even replace it for no cost , they wanted us happy Then in the in store meeting that is when they wanted to replace at half the cost , what a rip off .yes I do admit I will give them bad reviews , sign in my front lawn , bumper sticker , and a hat and shirt which I will wear letting others know of our bad experience with this store All we wanted and expected was a better floor to replace the old one , we both wish we could have the old one back I do not want them in my house again I just want the money we paid for it to have it replaced by another company They refund our cost and will call it even and not talk down their store We are seniors living off a fixed income and now will have to replace it for the extra cost thank you for your help in this matter [redacted] PS the high gloss seam was never replaced in the laundry area , they said it was my wife's fault for not mentioning that Final Business Response / [redacted] (4000, 10, 2014/07/17) */ 7/18/ FCA's response is the same as stated on 7/2/The Baileys selected the vinyl they wanted, no grout linesThe vinyl seam is structurally and cosmetically acceptableThe offer and check for $is still available for the [redacted] 's to pick upAt no time did FCA offer to replace the Baileys floorFCA will replace the floor at a 50% discount, plus the $creditUntil Mr [redacted] contacted the Revdex.com there was never a mention of an issue with the Laundry Room seamSince Mr [redacted] refuses to allow FCA in his house again, there is nothing FCA can doMr [redacted] has the right to express his feelings, as long as he doesn't break any laws in doing soAt this time FCA remains willing to complete as offered on 7/2/ Final Consumer Response / [redacted] (4200, 12, 2014/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for your help to try to work this out Broken promises from this company , the salesperson in discussion when we were going to withhold other half of payment did say they would replace the floor if we were not happy ,, wish we would have withheld it now but that is a lesson in trusting people I want the money we spent on the floor refunded and will now use the small claims court to try and resolve issue I will post my yard sign , bumper stickers , my hat and tee shirt just to tell others that I am one unhappy FCA customer Will also give them a review on Angie's list and my facebook page Again , thanks for trying to help a consumer to make things right [redacted]
Initial Business Response / [redacted] (1000, 7, 2014/03/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @efloors.com To Whom It May Concern: As published on our website within our Shipping Policy, "Freight shipments will be unloaded curbside It is your responsibility to arrange movement of the materials beyond this pointDelivery personnel are not permitted to enter a customer's home at any timeIt is your responsibility to arrange for assistance carrying the shipment into their homes if it is needed; delivery personnel are not permitted to assist with this in any way." This language is also included via link within our emailed receipt to Ms [redacted] As such, we ask that this case be closed as Efloors delivered Ms [redacted] 's shipment as promised Best regards, Efloors.com
Dear Ms [redacted] : We sincerely apologize for the delay with your replacement shipment Unfortunately the merchandise is still in production with the manufacturer The material that was initially available for shipment was found to be defective, and certainly not released for shipment Efloors communicated this delay to you by leaving a voicemail on October 13, at 8:49AM The molding pieces are scheduled to complete production on December 16, at which point we will promptly move the order into shipment to you Efloors will overnight the pieces at no additional charge Efloors will provide tracking information via email as soon as it becomes available.Best regards,Efloors.com
The below message was submitted to the BBB portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am. To Whom It May Concern: We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted] . You may track your shipment on www.***.com. Please do not hesitate to contact us should we be of further service. Best regards, [redacted]
To Whom it May Concern: Although Efloors has acted in accordance with all published policies provided to our customers at the time of order and within their receipt email, Efloors has granted a return for the two molding pieces shipped to MsNichols Upon receipt of the returned merchandise, a refund will be promptly issued back in the form of original payment Our returns address is provided below Please label the return with [redacted] .Efloors Returns Department [redacted] Best regards, Efloors.com
Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: *** ***, **
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
To Whom it May Concern:
Due to the delay, Ms*** has been issued a full refund for her purchaseMs*** has been
informed of this resolution and is satisfied
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: *** ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
Dear *** ***: We at Efloors pride ourselves in our ability to satisfy each of our valued customersAt times, products
become backordered, and take a bit longer than we anticipate to shipOur website advertises: TYPICALLY ships next business dayIn the unlikely event your product is backordered, you are immediately informed via emailAs you requested, we also immediately refunded your payment after you decided against waiting the minimal backordered timeframePlease contact us should we be of further service
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@efloors.com
To Whom it May Concern:
Upon receipt of Ms***'s wish to cancel the order placed with Efloors.com, the transaction
was immediately refunded under Transaction ID: XXXXXXXXXXAs noted via email to Ms***, we kindly as an allowance of 3-business days for the credit to post with the credit card companies
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2014/09/22) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@efloors.com
To Whom It May Concern:
Efloors.com has attempted to coordinate return pick up with Pereira Construction LLC three times since
confirmation of incorrect merchandise receivedEach time, our freight carrier, R&L Carriers has been turned away and refused from the delivery locationAs per our agreement with PayPal, the buyer's payment choice, Efloors.com will issue a full refund once the merchandise is returnedI have enclosed a copy of the case records from PayPal: Case #PP-XXX-XXX-XXX-XXX
We ask that Pereira Construction LLC provide a firm date in which we can proceed with scheduling the return pick up as the refused appointments are associated with costly chargesPayPal has provided a deadline of September 25,
Best regards,
*** ***
They can not deliver in a timely mannerWhen I contacted them regarding the damages they were causing me and simply wanting to know when I could expect my order which was placed Nov 2nd to be delivered November 8th at the latest, now here we are 11/and being told again the order would arrive later this week and I demanded a manger who very rudely and quickly said she was cancelling my order and then hung up on meDO NOT USE THIS COMPANY
I have placed two orders with this company and both have been a disaster, both times taking a month or more to receive what I orderedTheir customer service is completely non-responsive I had to call repeatedly to get anyone to pay attention to the fact that my order was weeks lateOne time they sent the wrong product and then took two plus weeks MORE to get the right one to me I will happily pay more for the product to buy from a different company in the future!
Initial Business Response /* (1000, 6, 2015/10/16) */
Contact Name and Title: Brittaney ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@efloors.com
To Whom It May Concern:
Ms***'s claims are falseShe was contacted immediately via email, and refunded on September 18,
0215: prior to the date of this caseMs***'s refund was issued in accordance to our published return policy on our websitePlease do not hesitate to contact us with any further questions
Best regards,
Efloors.com
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is as follows:
1.The conversations were nothing more than promises by efloors of a refund weeks prior and still nothingThey never responded quickly it wasn't until I told them that I had filed a complaint with the Revdex.com did they actually start looking into my return which I returned a month prior
I did finally receive a refund but it was less than we had discussedBrittany had told me she also would accept the returning of the pails of the glue we purchased because of all the inconveniences I was experiencing with themI returned the glue and did not receive any money for themWhen I called them about that, a women told me she would ask Brittany and let me knowI never received a call back, as usual, and the refund went threw without the addition of the glueI called AGAIN and the women said oh Brittany forgot to add that in the total and that she would look into thatBrittany finally emailed me she had to make sure it was refundable after she had told me she would accept it as a return from me a month prior
Up until today they(efloors)has an extra case of flooring and pails of glue that I had returned and still have not received any refund for any of themI am pretty sure that is considered STEALINGI rightfully deserve a REFUND for them, as well
Check all the phone calls and emails I had made to them and see what was promised if they so call want to call these all accusations
Dear Ms* ***:
At Efloors.com we pride ourselves on customer satisfaction We have a fully staffed call center readily available to assist our customers via telephone and live chat We apologize that you have experienced difficulties in contacting us Please
verify that you are calling 1-888-522-5456.
We would like to inform you that your samples delivered to you on December 7, at 10:44AM You may track and verify your shipment via Fed Ex tracking *** You may also follow the link provided below:
https://www.fedex.com/apps/fedextrack/?tracknumbers=***
We will gladly process a no charge replacement order for you should you wish Please contact us so that we may further assist you
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/21) */
@efloors.com
Contact Name and Title: Brittaney ***, VP
Contact Phone: ***
Contact Email: b
Dear Lara,
We at Efloors utilize the most reputable freight carriers to ensure the safe delivery of your orderIn the rare
case of an incomplete delivery, we ask that you allow 48-for the freight carrier to conduct a "tracer" on the missing product(s)As indicated in our shipping policy, linked here: http://www.efloors.com/shipping-policy.aspx, if the merchandise is not located within this specified time frame, Efloors promptly ships replacement merchandise and processes a loss claim internallyAs promised, on Monday, July 20th, a replacement order has been processed against your orderThe merchandise is shipping directly to you via expedited UPS services for delivery by the end of the weekAn email was sent to you with your tracking informationPlease contact us should we be of further serviceWe can be reached by calling toll free at 1-***
Best regards, Efloors.com
To Whom It May Concern:
We at Efloors process all orders within the following business day. The merchandise purchased was advertised on our website as "Typically Ships in 5-7 business days". As noted on our website, in the unlikely event that your product is back ordered,...
Efloors.com will notify you immediately and will provide timely updates as they become available. Efloors.com provided updates via email and voicemail in regards to the status of the merchandise purchased. In efforts of resolving this case, Efloors.com will accept this return of 30 cartons of: Daltile Rittenhouse Square: Modular White Semi-Gloss 3" x 6" Ceramic Tile K10136MOD1P4. We kindly as Sarita [redacted] to contact the Efloors.com Customer Service team to obtain return authorization for this merchandise.Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2014/07/02) */
Contact Name and Title: [redacted], Office Mana
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fcainc.com
Revdex.com
RE: Complaint Case # XXXXXXXX
[redacted]
On April 7th 2014, [redacted] & [redacted] purchased...
Mannington, Jumpstart vinyl flooring # XXXXX; (Note: this is a "Travertine" pattern with no grout lines). [redacted] stated she did not want any pattern lines in the floor.
On April 29, 2014 the vinyl flooring was installed by FCA. Unfortunately, the wrong seam sealer was ordered and used for the seam along the west wall of the kitchen. When it was determined a high gloss seam sealer was used instead of the recommended low gloss, the correct seam sealer was ordered.
On May 6, 2014 the fill piece of vinyl was replaced, and the correct seam sealer was used. Later that day Mr. [redacted] called FCA complaining about the seam; a meeting was set up to inspect the seam.
On June 6, 2014 [redacted] the [redacted]'s son [redacted] and I met and inspected the installation. It was determined the seam is structurally and cosmetically sound, and meets industry standards. Both Mrs. [redacted] and her son stated they thought the seam looked good. A small hard spot in the vinyl was taken care of by the installer. Mrs. [redacted] stated she was happy and thanked us for coming out and looking at the installation. Mr. [redacted] called FCA later that day and spoke with [redacted] Mr. [redacted] stated that he was not happy and would not accept our decision. [redacted] asked Mr. [redacted] to meet with me. Mr. [redacted] agreed and a meeting was scheduled.
On June 18, 2014 Mr. [redacted] met with [redacted] and I at FCA, the vinyl seam was discussed. I reiterated that this seam was both structurally and cosmetically sound. Mr. [redacted] stated that his previous vinyl seam was invisible. I explained the reason for this was because the seam was in a grout line. The vinyl Mrs. [redacted] chose has no grout lines; therefore, the seam could not be hidden. After explaining this I offered to replace the floor at a 50% discount; with FCA paying for half of the cost and the [redacted]'s paying the other half. Mr. [redacted] stated he was not willing to pay half. He further stated he would never do business with FCA again and would do everything he could to tell everyone not to buy from FCA. Mr. [redacted] then asked about the $150 credit [redacted] had offered him. I asked Mr. [redacted] if he would take the $150 credit only to leave and bad mouth FCA, he said yes, and then left the store.
On June 27, 2014 I contacted Mrs. [redacted] to tell her the $150 check was at FCA and they needed to come in to pick it up and sign a wavier. Mrs. [redacted] stated she would discuss this with Mr. [redacted] and get back to me.
FCA's position is that the [redacted]'s selected the product for their home, and specifically did not want a product with grout lines. The installation of the flooring they chose is good, the offer to share the replacement cost is valid, the credit and release form are ready for the [redacted]'s to pick up.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hello ,
No we do not accept their response to our complaint. At issue here is their sales person not advising us when we were looking at patterns that the one we chose would have a visible seam line when finished , we just went the other day to another flooring store and the first thing they said when picking out samples that the pattern ones would NOT hide the seam , we are not flooring experts and if at the time their sales person would have advised against it we would have made other selection . Now for their offers ,the $150.00 offer was for our trouble to have them come over and replace the wrong seam they put in and in the process used up a piece that I could have used in one of our bathrooms ,that was for our trouble and not as a offer to live with this flooring . Secondly the offer to replace a floor from them at half the cost , our position is that if they would have done AS PROMISED by conversation with sales person after the flooring looked unacceptable he said they would even replace it for no cost , they wanted us happy . Then in the in store meeting that is when they wanted to replace at half the cost , what a rip off .yes I do admit I will give them bad reviews , sign in my front lawn , bumper sticker , and a hat and shirt which I will wear letting others know of our bad experience with this store . All we wanted and expected was a better floor to replace the old one , we both wish we could have the old one back . I do not want them in my house again I just want the money we paid for it to have it replaced by another company . They refund our cost and will call it even and not talk down their store . We are seniors living off a fixed income and now will have to replace it for the extra cost .
thank you for your help in this matter .
[redacted]
PS the high gloss seam was never replaced in the laundry area , they said it was my wife's fault for not mentioning that .
Final Business Response /* (4000, 10, 2014/07/17) */
7/18/14
FCA's response is the same as stated on 7/2/14. The Baileys selected the vinyl they wanted, no grout lines. The vinyl seam is structurally and cosmetically acceptable. The offer and check for $150.00 is still available for the [redacted]'s to pick up. At no time did FCA offer to replace the Baileys floor. FCA will replace the floor at a 50% discount, plus the $150.00 credit. Until Mr. [redacted] contacted the Revdex.com there was never a mention of an issue with the Laundry Room seam. Since Mr. [redacted] refuses to allow FCA in his house again, there is nothing FCA can do. Mr. [redacted] has the right to express his feelings, as long as he doesn't break any laws in doing so. At this time FCA remains willing to complete as offered on 7/2/14.
Final Consumer Response /* (4200, 12, 2014/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your help to try to work this out . Broken promises from this company , the salesperson in discussion when we were going to withhold other half of payment did say they would replace the floor if we were not happy ,, wish we would have withheld it now but that is a lesson in trusting people . I want the money we spent on the floor refunded and will now use the small claims court to try and resolve issue . I will post my yard sign , bumper stickers , my hat and tee shirt just to tell others that I am one unhappy FCA customer . Will also give them a review on Angie's list and my facebook page .
Again , thanks for trying to help a consumer to make things right.
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I never received anything at all. I was calling the correct number. As I noted in my prior email, I did not receive any of the flooring samples I ordered so I purchased flooring from another company. I am requesting a refund. Samples are useless to me now.
My name is not Ms[redacted].
Sincerely,
L [redacted]
Dear [redacted]
Your order was processed with Efloors.com on Friday, 10/30/15. As with all orders, your order was processed the following business day on Monday, 11/3/15. Our website indicates that the items on your order typically ship within 5-7 business days. Once your...
order was processed, Efloors.com learned that your order's merchandise would ship slightly later than the date advertised. As such, an alert email was promptly sent directly to you. Your order was immediately cancelled, and refunded as soon as Efloors.com learned that is how you wished to proceed. Your order was refunded on 11/3/15 at 12:45PM. Your transaction ID number is [redacted] A copy of this transaction was emailed to you upon processing. Please let us know if we can be of further service.Best regards,
Efloors.com
The below message was submitted to the Revdex.com portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am.
To Whom It May Concern:
We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted]. You may track your shipment on www.[redacted].com. Please do not hesitate to contact us should we be of further service.
Best regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
The moment Efloors learned of the mistake in shipment to Ms. [redacted], Efloors issued a UPS call tag for...
return shipment. UPS was unsuccessful in three attempts of picking up the merchandise delivered to Ms. [redacted], advising the merchandise was not ready for pick up. Nonetheless, on September 8, 2015, the merchandise was received back into the Efloors warehouse for return. On September 8, 2015 at 2:26PM Ms. [redacted] received a full refund for $205.70. Transaction ID: XXXXXXXXXX. Please advise if we can be of any further service.
Best regards,
Efloors.com