Floor Systems, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
In the first paragraph the business reply substantiates my complaint The relevant issue is they ordered the wrong tileI can email the bill in which they wrote the wrong name and added (4xflower) after the incorrect name and stock number They mistakenly ordered corner pieces for a frame The invoice with the correction has the correct name, sku and price with (4xflower) written after it I have uploaded proof I can also email the picture with the deco pieces on it, which again they admit they saw in the first paragraph of their rebuttal In the picture you can clearly see the only 4xdeco and the piece they ordered by mistake They may have written 4xflower - but had the wrong stock number and name The upsetting part of this is the business has been insulting to myself, my contractor and refused to own their mistake, even when shown there are photos and documents The business keeps saying I got what I ordered, I did not Different skis and different deco
Regards,
*** ***

Tell us why here...I am writing in response to a complaint filed by *** ***As Mrs*** stated, she came to us with a tile that she had seen at a different flooring storeMrs*** provided us with the information for the tiles that she selected elsewhereWe did not recommend this product
We did not show her this specific tile seriesIt was not a product that we sample, however, the vendor (***) is a company with which we do businessMrs*** was instrumental in providing the incorrect product name since she was the one who brought the relevant information necessary to order a product for which we did not have a sampleThe order that Mrs*** approved had the information directly from the sample board that she provided (at one point it was just a photograph of the board)She was the one that specified which pieces and how many of each on the board she brought to our storedays did go by before a quote was providedWe gave a price for what she requested and Mrs*** placed an order with Floor SystemsThe order was placed and received on our next regularly scheduled delivery from ***Even if the order had been placed or days prior, we would not have received the product any soonerWe never guaranteed the tile would be in by a certain date but the whole order did arrive at Floor Systems on the next regularly scheduled delivery dayThe completed order was received and Mrs*** was notified that everything was ready to be picked upHer husband picked the order up as it was ordered and approved by Mrs***, and as it was listed on our materials listMr*** signed for and received everything that the order originally statedMrs*** called to say that the pieces of accent tiles were not the correct itemAt that time she also stated that she believed that the color was incorrectThe color was correctMrs*** was uninformed that the tile she chose at a different flooring store with the help from that store’s sales representative had so much variation in colorKeep in mind that she came to us with the sample board of that specific tile and told us that was exactly what she wantedMrs*** received tile that is made to mimic a handmade tileShe is correct in this instance that it is not handmadeWe never had the sample and she provided the numbers so it is hard to say whether it was actually handmade or just made to look that wayIt is also hard to say whether this tile was truly referred to as a handmade tile or notNonetheless, a handmade tile (or tile made to mimic a handmade tile) will have color variation from piece to pieceNot all pieces are the same color with some being significantly differentWe took Mrs*** at her word that the accent tile was incorrectWe inspected everything listed on the order and found no discrepancies or errorsWe assumed that our vendor picked the wrong product out of their inventory or it was mislabeledAt that point, we verbally reordered materials based on what Mrs*** stated that the correct pieces should look likeAt that time, it was very evident that Mrs*** was not and would never be happyWe then offered to take back all of the material for a full creditSpecial orders normally cannot be returnedThe vendor tried to do the right thing and made an exceptionMrs*** refused this offer and the vendor offered to make an exchange for the correct tiles and ship the tiles via ***Whereas it was not the fault of the tile vendor, a restock fee was assessedThe fee most vendors charge to take back tile would consist of a 30% of the material price plus the freight cost to return the materials to the vendorThis also does not include the cost of the “correct” materials plus its delivery feeBased on the prices Mrs*** was charged, a restock fee come to $for the 30% fee plus freight to return the “wrong” tiles plus freight to deliver the “correct” tilesThis total would normally be over $Mrs*** was charged $The vendor waived the restock fee and Floor Systems did not charge her to send the materials back to the vendorOur company policy is that a refund is not given until materials are back in Floor Systems possessionWe do not feel this to be an unfair or uncommon practiceThe material could be returned damaged or not at all and a business would stand to lose twice the cost of the materialWe once again accommodate Mrs*** and order the tiles without paymentWe attempted to obtain the new tiles as quickly as possible for Mrs***We never guaranteed the tiles would arrive the next dayWe did tell her that deliveries from this vendor, because of their location, usually take a day to get once they shipOnce the order is placed with our vendor, their inventory control, their shipping department and quality control are beyond our powerWe cannot guarantee that they ship the correct item, we cannot guarantee that the item is in perfect condition and we cannot guarantee that the product will arrive on time. As seen in the attached file; COPY OF INVOICE CONTRACT.pdf, our contracts state: “…Floor Systems will make a reasonable effort to comply with the estimated installation and/or pidatesCustomer recognizes that Floor Systems is not the manufacturer of the goods and agrees that Floor Systems is not responsible for any delay, loss or damage due in whole or in part to: (1) any failure by Floor Systems' supplier(s) to provide the goods in a timely manner; (2) incomplete or inaccurate information provided by Customer; (3) other contractors employed by Customer; or (4) acts of God and nature, strikes, governmental restrictions or other events beyond Floor Systems' reasonable controlIn the event of a shortage of the goods ordered, Floor Systems may, in its discretion, allocate the available goods among its customers.” It took business days for the replacement tiles to arriveUnfortunately, one of the tiles was damagedWe ordered a replacement tile for the one that was slightly damagedWe received the new tile and noticed that is was slightly darker than some of the othersKnowing that the shading differences was an issue with Mrs***, we ordered an additional tile so that she could choose the best out of tilesThere was an unfortunate series of events that cause delays with Mrs***’s projectWe believe that we went above and beyond to rectify issues outside of Floor Systems control. As far as Mrs***'s bullnose pieces, these items are not defective, damaged or unusable This is normal A lot of manufacturers produce there bullnose pieces in this manner They are fully usable and will perform the same if not better than if it had the exact same shinny glazing that is on the surface of the field tilesThis is the case with the tile that she requested I have attached a document that is from an online discussion about this issue This online forum is used by professional tile installers as well as DIY consumers/homeowners This is what she requested and received.She may have demanded that the owner contact her about this issue but no one would specifically offer this. I am the point of contact that would handle such disputes He is not regularly at the store and I was not informed of such a request We do not feel that we are responsible for the money that Mrs*** paid her contractor for not being able to work or her travelWe should not be held responsible for scheduling an installation before having materials in handI have attached the relevant portion of the manufacturer's brochure for this product This shows the variation in the product Her bullnose tiles are what they are supposed to be We did everything within our power to help her get what she wanted and needed We offered to give her money back We feel that we went above and beyond to try to get the right material and then went above and beyond to give Mrs*** choices In the end, she got the exact materials that she requested There was an issue with damaged 4"x4" decorative tile We had available for her to choose from in less than business days of being informed of the damageWe got the extra piece because we knew she was not happy with the variation in the tiles It is not our fault that what she requested was not what she wanted

Tell us why here...If she has the initial order with the "incorrect" item on it, then why was that order approved if it was not correct?  We do not just order whatever item we feel like, especially when we need to have the item and item codes provided to us by Mrs. [redacted].  Responsibility falls back on her to review what she is purchasing.  We did not tell her what she needed and/or wanted.  From there, we did everything in our power to rectify the situation.  We took back the "incorrect" tiles, we reordered the ones she meant to get, we had them sent in as quickly as the manufacturer could so do.  We also cannot be held responsible for time lost due to damages caused during transportation or at the distributor before we even take possession.  We didn't wait to order anything.  We didn't drag our feet.  We jumped on everything as soon as we knew she wanted something other than what she received. We also got an additional piece because we knew that she might not like the one that was delivered.We refuse to take responsibility in this instance because we are not the cause of the problem.  I refuse to give $350.00 for hush money to appease Mrs. [redacted] for an issue that we did not cause nor can be held liable.  She brought something in that she received a great sales pitch elsewhere but obviously wasn't fully informed from the sales staff at that business.  This tile has variation but she didn't think that she got the correct tile, she didn't have all of the information regarding the correct pieces and she didn't know that the bullnose pieces don't have glazing fully over the round edge.Attached is the email where she believes the tile was the wrong color.  It definitely is not the wrong color.  I also attached other email correspondence from Mrs. [redacted] that contains the pictures of the sample board Mrs. [redacted] provided for this transaction.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The person responding continues to claim they have ordered the correct tiles, did everything correct and why would I approve the order.As you can see by the attached photo I had all the correct names with pictures.  I did not know they ordered incorrectly because although the order was placed on 9/28/15 over the phone, I received no invoice with the styles written out until 9/8/15 3 days after I had the tiles picked up. Even though I had asked for the order to be emailed after placing.  All that needs to be done is a check of out going emails to verify I never received correspondence.  I would have immediately seen they ordered the wrong thing.As for the color of the tile - that was simply an additional annoyance- have always said they offered to refund but due to time I decided to keep the tile.  I have not asked for any compensation on that matter nor have I misrepresented.As to floor systems claiming they did everything in their power to make this right and that the "jumped on everything" is not true.  I constantly had to follow up and only received phone calls saying your tile is in - not once did anyone call back about my concerns nor did they call to tell me my final deco piece would take a couple additional days because even they saw the color was not right and wanted a second one for a choice.  I had to call to find out what was going on. This establishment has provided extremely poor customer service - I think that is apparent in the responses.  The owner/manager could never be bothered to meet or talk to me, even knowing I was unhappy with the service.  The anger and insults in the replies are becoming very unsettling to me.  To insult my contractor in the initial response and to use terms like "hush money" in the last response - supports the lack of customer regard.   At this point I would accept simply publishing my complaint along with the responses.  I believe floorsystems responses say everything any consumer would want to know about this establishment and warn them away.  
Regards,
[redacted]