I am (was) in the process of purchasing (samples 1st) roughly 600 to 1000 sq' of flooring from Floors To Your Door BUT Mr. Marshall you have tainted my experience with Frank as a result of you "attack" of a customer - who, in the right or in the wrong deserves a much more mature response than what Mr. Marshall gave this individual. Yes, customers can and will be harsh and indignant at times, BUT you, as a professional working for or owning Floors To Your Door must show respect at all times when writing a response to a review. By talking down to this customer you have chosen to taint the potential good name of Floors To Your Door and their owners/Board of Directors. I am a former contractor and also managed over 5000 rental units and would never respond the way you did to this customer [whether they are right or wrong]. This is not acceptable - ever. I am not siding with the customer, but I am siding with the owners of this company whom you represent. This is not the place to vent your frustration with a particular customer. And (my opinion ONLY) SLAMMING a customer with every part of the contract, that they appear to have not read or understood, using degradation terms such as "OBVIOUSLY" and using "$" as part of your response and other unacceptable vocabulary (not vulgar, but degrading & dehumanizing this customer). Mr. Marshall K - you went into to much detail for a response. You also dragged another business into your negative review. Even of they were mentioned in this customer's review - leave them out of your issues with this customer.
A very taken aback "almost customer" sorry Mr. Frank - you were up front and honest, but now I am at a loss and will need to rethink my situation.
Respectfully
Daniel
Trinity Junction LLC
Owner
Customer purchased flooring from us on or about November 11, Customer received the material in good condition (no notations on the driver's receipt) on November 14, See attached proof of delivery (A1)R & L Carriers, Customer notified us on Saturday, November 15, that she did not like the color of the flooringShe said that it was lighter than the picture on the websiteAccording to the customer, she wanted a "medium" color flooring, and claims it is "light"Obviously, since the customer DID NOT purchase or request a sample, there are many different connotations to the word "light" and "medium", and the fact that we have several disclaimers on our site (as do a multitude of merchants that sell by color) regarding the color on the computer screen and the color of the actual materialObviously, different computer monitors display colors differently Customer describes and quotes our exchange policy correctlyHowever, the customer does not go into detail of our other terms and conditions — more specifically, our no hassle return policySee copy of complete terms and conditions that the customer HAD TO acknowledge and agree to, prior to check out(See attached 61, B2, and B3) Our return/exchange policy is for the customer to pay the return freight, and a 15% restocking chargeBased on the fact that the customer wanted to "exchange" for a different color flooring, we offered the following alternatives, all which the customer refused: Return the material for full credit, less the 15% restock ($241.82), and the return freight ($213.88), or Pay a total of $328.00: a $return freight and restock combined, less the $that is the difference in the price of the replacement flooring from their original selection, or Pay $170.00, as they offered, and they will pay the outbound freight on the "new" order, or, IMARSHALL K [redacted] Extension [redacted] They can pay only the restocking charge ($241.82), and they can arrange their own return carrier As mentioned above, they refused all four (4) options, and insisted on receiving "new" material (which we also insisted would not be shipped without sending them a sample first) for an "even" exchange, with them only paying $($plus waiving the credit for the price differential of the new order) As our policy states, on a case by case situation we will work with any customer that wants to exchange any order, and to minimize any costs occurring for either partyWe have "invested" over $in outbound freight and freight back from New Jersey, had the customer decided to return the materialsWe feel that the options we gave the customer were fair for both parties, since the customer just did not like the color selection that they made The customer goes on to describe or refer to a $charge for a square foot orderSome of our products carry a "free freight" notation or distinction, with a minimum number of cartons or square footage order, as clearly described on that particular product's "page"If for example a customer orders square feet, and the "minimum" for the free freight (assuming that this product is indeed a "free freight" product) is 1,square feet, then the customer will pay the "prorated" freight chargeIf the total freight in this case is $250.00, then their portion may be $I have no idea what product they were referring to with the $freight charge, but based on our example above, that is entirely likely Our policies, as again reiterated, must be acknowledged and confirmed prior to payment being madeThe terms and conditions are a part of the final checkout page, as required by all the credit card issuers, and the processors In the last conversation with the customer on November 17, 2014, with me, the customer indicated that they were disputing the credit card charge, and calling the police Based on all of the details and explanations provided, it our opinion that the customer has been allowed sufficient opportunities and options to exchange their flooring with a color that they deem more appropriate If you have any questions, please feel free to contact me directly Very truly yours, I, Marshall K [redacted] Extension ***
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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
We are in receipt of the most recent correspondence regarding the above captioned complaint
We had a lengthy conversation that ended cordially, on January 26, 2015, with Mr***, regarding the disposition of this issue; the return of their original order, and the shipment of the replacement material that they have selected
We are in the process of contacting the carrier to arrange the pickup of the original material, while delivering the "new" materialBased on weather conditions on the east coast, this should be accomplished by the end of the week, February 2,
If you have any questions, please feel free to contact me directly
Very truly yours,
IMarshall K***
%
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.
Good evening!I've read the company respond, but don't agree with it. First able when we ordered the floor the sales person Adam didn't even offered to send a sample so we could see it. He said they have very good pictures and this is a medium color. It is not that we did not like the color. It is that is not the same as we seen online. It seems like he just wanted to do a quick sale and didn't care about the customer at all. Maybe that is the reason they have 13 complains on your site.I didn't call the police. I just told them I will call them to make notes so they can't say that I didn't send back everything or they could make up any stories.I want them to do an even exchange for all the aggravation they caused to us. Plus the I'm ordering the same brand only this is a dark color. They sell it for 10 cents less, so they could keep that $70. Or they can come and pick up everything! And they complish to get an other unhappy customer.Thank you,[redacted]
Regards,
[redacted]
Customer purchased flooring from us on or about November 11, 2014. Customer received the material in good condition (no notations on the driver's receipt) on November 14, 2014. See attached proof of delivery (A1). R & L Carriers, 1527034393.
Customer notified us on Saturday, November 15, that...
she did not like the color of the flooring. She said that it was lighter than the picture on the website. According to the customer, she wanted a "medium" color flooring, and claims it is "light". Obviously, since the customer DID NOT purchase or request a sample, there are many different connotations to the word "light" and "medium", and the fact that we have several disclaimers on our site (as do a multitude of merchants that sell by color) regarding the color on the computer screen and the color of the actual material. Obviously, different computer monitors display colors differently.
Customer describes and quotes our exchange policy correctly. However, the customer does not go into detail of our other terms and conditions — more specifically, our no hassle return policy. See copy of complete terms and conditions that the customer HAD TO acknowledge and agree to, prior to check out. (See attached 61, B2, and B3)
Our normal return/exchange policy is for the customer to pay the return freight, and a 15% restocking charge. Based on the fact that the customer wanted to "exchange" for a different color flooring, we offered the following alternatives, all which the customer refused:
Return the material for full credit, less the 15% restock ($241.82), and the return freight ($213.88), or
Pay a total of $328.00: a $398.00 return freight and restock combined, less the $70.00 that is the difference in the price of the replacement flooring from their original selection, or
Pay $170.00, as they offered, and they will pay the outbound freight on the "new" order, or,
I. MARSHALL K[redacted] Extension [redacted]
They can pay only the restocking charge ($241.82), and they can arrange their own return carrier.
As mentioned above, they refused all four (4) options, and insisted on receiving "new" material (which we also insisted would not be shipped without sending them a sample first) for an "even" exchange, with them only paying $170.00 ($100.00 plus waiving the credit for the price differential of the new order).
As our policy states, on a case by case situation we will work with any customer that wants to exchange any order, and to minimize any costs occurring for either party. We have "invested" over $450.00 in outbound freight and freight back from New Jersey, had the customer decided to return the materials. We feel that the options we gave the customer were fair for both parties, since the customer just did not like the color selection that they made.
The customer goes on to describe or refer to a $15.00 charge for a 500 square foot order. Some of our products carry a "free freight" notation or distinction, with a minimum number of cartons or square footage order, as clearly described on that particular product's "page". If for example a customer orders 500 square feet, and the "minimum" for the free freight (assuming that this product is indeed a "free freight" product) is 1,000 square feet, then the customer will pay the "prorated" freight charge. If the total freight in this case is $250.00, then their portion may be $125.00. I have no idea what product they were referring to with the $15.00 freight charge, but based on our example above, that is entirely likely.
Our policies, as again reiterated, must be acknowledged and confirmed prior to payment being made. The terms and conditions are a part of the final checkout page, as required by all the credit card issuers, and the processors.
In the last conversation with the customer on November 17, 2014, with me, the customer indicated that they were disputing the credit card charge, and calling the police.
Based on all of the details and explanations provided, it our opinion that the customer has been allowed sufficient opportunities and options to exchange their flooring with a color that they deem more appropriate.
If you have any questions, please feel free to contact me directly.
Very truly yours,
I, Marshall K[redacted]
Extension [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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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.
I would like to update my complaint against Floorstoyourhome.com.
Attached is the letter from the company in exchange for the product.
We came to the agreement with Floorstoyourhome.com that they will exchange the product . We received the color sample and called them that we agree to that color. Now received the attached letter from Mr K[redacted], but we don't feel this is a fair to both sides. He is only looking out for his side to be protected. We would like to finalize the exchange, but he wants us to give up all the rights before even receiving the merchandise. After all the hard time he was giving us how could we trust him. We want to protect our end to make sure all the merchandise will be the same as the sample and we will receive it in good condition, because in the past he lied and cheated us and now wants us to sign his letter. We don't want to sign this letter, as you see he is not trustworthy and playing game with AMEX a reputable company and with us. He didn't even signed the letter that he would agree to that. After all his game and I have to hold the merchandise for 2 months what cost me money I want an even exchange. Or he doesn't want to do this I want my money back.
Than you,
[redacted]
Customer purchased flooring from us on or about November 4, 2014. Customer received the material in good condition (no notations on the driver's receipt) on November 11, 2014. See attached proof of delivery UPS Freight, [redacted].
Please see the attached outline of the issues.
Based on all of...
the details and explanations provided, it our opinion that the customer has not only received the material exactly as described on our website, but also given several options that they may choose to remedy their issues. As of this writing, we have not heard back from the customer.
If you have any questions, please feel free to contact me directly.
Very truly yours,
I. [redacted] Extension [redacted]<
A very taken aback "almost customer" sorry Mr. Frank - you were up front and honest, but now I am at a loss and will need to rethink my situation.
Respectfully
Daniel
Trinity Junction LLC
Owner
Customer purchased flooring from us on or about November 11, Customer received the material in good condition (no notations on the driver's receipt) on November 14, See attached proof of delivery (A1)R & L Carriers, Customer notified us on Saturday, November 15, that she did not like the color of the flooringShe said that it was lighter than the picture on the websiteAccording to the customer, she wanted a "medium" color flooring, and claims it is "light"Obviously, since the customer DID NOT purchase or request a sample, there are many different connotations to the word "light" and "medium", and the fact that we have several disclaimers on our site (as do a multitude of merchants that sell by color) regarding the color on the computer screen and the color of the actual materialObviously, different computer monitors display colors differently Customer describes and quotes our exchange policy correctlyHowever, the customer does not go into detail of our other terms and conditions — more specifically, our no hassle return policySee copy of complete terms and conditions that the customer HAD TO acknowledge and agree to, prior to check out(See attached 61, B2, and B3) Our return/exchange policy is for the customer to pay the return freight, and a 15% restocking chargeBased on the fact that the customer wanted to "exchange" for a different color flooring, we offered the following alternatives, all which the customer refused: Return the material for full credit, less the 15% restock ($241.82), and the return freight ($213.88), or Pay a total of $328.00: a $return freight and restock combined, less the $that is the difference in the price of the replacement flooring from their original selection, or Pay $170.00, as they offered, and they will pay the outbound freight on the "new" order, or, IMARSHALL K [redacted] Extension [redacted] They can pay only the restocking charge ($241.82), and they can arrange their own return carrier As mentioned above, they refused all four (4) options, and insisted on receiving "new" material (which we also insisted would not be shipped without sending them a sample first) for an "even" exchange, with them only paying $($plus waiving the credit for the price differential of the new order) As our policy states, on a case by case situation we will work with any customer that wants to exchange any order, and to minimize any costs occurring for either partyWe have "invested" over $in outbound freight and freight back from New Jersey, had the customer decided to return the materialsWe feel that the options we gave the customer were fair for both parties, since the customer just did not like the color selection that they made The customer goes on to describe or refer to a $charge for a square foot orderSome of our products carry a "free freight" notation or distinction, with a minimum number of cartons or square footage order, as clearly described on that particular product's "page"If for example a customer orders square feet, and the "minimum" for the free freight (assuming that this product is indeed a "free freight" product) is 1,square feet, then the customer will pay the "prorated" freight chargeIf the total freight in this case is $250.00, then their portion may be $I have no idea what product they were referring to with the $freight charge, but based on our example above, that is entirely likely Our policies, as again reiterated, must be acknowledged and confirmed prior to payment being madeThe terms and conditions are a part of the final checkout page, as required by all the credit card issuers, and the processors In the last conversation with the customer on November 17, 2014, with me, the customer indicated that they were disputing the credit card charge, and calling the police Based on all of the details and explanations provided, it our opinion that the customer has been allowed sufficient opportunities and options to exchange their flooring with a color that they deem more appropriate If you have any questions, please feel free to contact me directly Very truly yours, I, Marshall K [redacted] Extension ***
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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Please see the attached correspondence
We are in receipt of the most recent correspondence regarding the above captioned complaint
We had a lengthy conversation that ended cordially, on January 26, 2015, with Mr***, regarding the disposition of this issue; the return of their original order, and the shipment of the replacement material that they have selected
We are in the process of contacting the carrier to arrange the pickup of the original material, while delivering the "new" materialBased on weather conditions on the east coast, this should be accomplished by the end of the week, February 2,
If you have any questions, please feel free to contact me directly
Very truly yours,
IMarshall K***
%
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.
Good evening!I've read the company respond, but don't agree with it. First able when we ordered the floor the sales person Adam didn't even offered to send a sample so we could see it. He said they have very good pictures and this is a medium color. It is not that we did not like the color. It is that is not the same as we seen online. It seems like he just wanted to do a quick sale and didn't care about the customer at all. Maybe that is the reason they have 13 complains on your site.I didn't call the police. I just told them I will call them to make notes so they can't say that I didn't send back everything or they could make up any stories.I want them to do an even exchange for all the aggravation they caused to us. Plus the I'm ordering the same brand only this is a dark color. They sell it for 10 cents less, so they could keep that $70. Or they can come and pick up everything! And they complish to get an other unhappy customer.Thank you,[redacted]
Regards,
[redacted]
Customer purchased flooring from us on or about November 11, 2014. Customer received the material in good condition (no notations on the driver's receipt) on November 14, 2014. See attached proof of delivery (A1). R & L Carriers, 1527034393.
Customer notified us on Saturday, November 15, that...
she did not like the color of the flooring. She said that it was lighter than the picture on the website. According to the customer, she wanted a "medium" color flooring, and claims it is "light". Obviously, since the customer DID NOT purchase or request a sample, there are many different connotations to the word "light" and "medium", and the fact that we have several disclaimers on our site (as do a multitude of merchants that sell by color) regarding the color on the computer screen and the color of the actual material. Obviously, different computer monitors display colors differently.
Customer describes and quotes our exchange policy correctly. However, the customer does not go into detail of our other terms and conditions — more specifically, our no hassle return policy. See copy of complete terms and conditions that the customer HAD TO acknowledge and agree to, prior to check out. (See attached 61, B2, and B3)
Our normal return/exchange policy is for the customer to pay the return freight, and a 15% restocking charge. Based on the fact that the customer wanted to "exchange" for a different color flooring, we offered the following alternatives, all which the customer refused:
Return the material for full credit, less the 15% restock ($241.82), and the return freight ($213.88), or
Pay a total of $328.00: a $398.00 return freight and restock combined, less the $70.00 that is the difference in the price of the replacement flooring from their original selection, or
Pay $170.00, as they offered, and they will pay the outbound freight on the "new" order, or,
I. MARSHALL K[redacted] Extension [redacted]
They can pay only the restocking charge ($241.82), and they can arrange their own return carrier.
As mentioned above, they refused all four (4) options, and insisted on receiving "new" material (which we also insisted would not be shipped without sending them a sample first) for an "even" exchange, with them only paying $170.00 ($100.00 plus waiving the credit for the price differential of the new order).
As our policy states, on a case by case situation we will work with any customer that wants to exchange any order, and to minimize any costs occurring for either party. We have "invested" over $450.00 in outbound freight and freight back from New Jersey, had the customer decided to return the materials. We feel that the options we gave the customer were fair for both parties, since the customer just did not like the color selection that they made.
The customer goes on to describe or refer to a $15.00 charge for a 500 square foot order. Some of our products carry a "free freight" notation or distinction, with a minimum number of cartons or square footage order, as clearly described on that particular product's "page". If for example a customer orders 500 square feet, and the "minimum" for the free freight (assuming that this product is indeed a "free freight" product) is 1,000 square feet, then the customer will pay the "prorated" freight charge. If the total freight in this case is $250.00, then their portion may be $125.00. I have no idea what product they were referring to with the $15.00 freight charge, but based on our example above, that is entirely likely.
Our policies, as again reiterated, must be acknowledged and confirmed prior to payment being made. The terms and conditions are a part of the final checkout page, as required by all the credit card issuers, and the processors.
In the last conversation with the customer on November 17, 2014, with me, the customer indicated that they were disputing the credit card charge, and calling the police.
Based on all of the details and explanations provided, it our opinion that the customer has been allowed sufficient opportunities and options to exchange their flooring with a color that they deem more appropriate.
If you have any questions, please feel free to contact me directly.
Very truly yours,
I, Marshall K[redacted]
Extension [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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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.
I would like to update my complaint against Floorstoyourhome.com.
Attached is the letter from the company in exchange for the product.
We came to the agreement with Floorstoyourhome.com that they will exchange the product . We received the color sample and called them that we agree to that color. Now received the attached letter from Mr K[redacted], but we don't feel this is a fair to both sides. He is only looking out for his side to be protected. We would like to finalize the exchange, but he wants us to give up all the rights before even receiving the merchandise. After all the hard time he was giving us how could we trust him. We want to protect our end to make sure all the merchandise will be the same as the sample and we will receive it in good condition, because in the past he lied and cheated us and now wants us to sign his letter. We don't want to sign this letter, as you see he is not trustworthy and playing game with AMEX a reputable company and with us. He didn't even signed the letter that he would agree to that. After all his game and I have to hold the merchandise for 2 months what cost me money I want an even exchange. Or he doesn't want to do this I want my money back.
Than you,
[redacted]
Regards,[redacted]
Customer purchased flooring from us on or about November 4, 2014. Customer received the material in good condition (no notations on the driver's receipt) on November 11, 2014. See attached proof of delivery UPS Freight, [redacted].
Please see the attached outline of the issues.
Based on all of...
the details and explanations provided, it our opinion that the customer has not only received the material exactly as described on our website, but also given several options that they may choose to remedy their issues. As of this writing, we have not heard back from the customer.
If you have any questions, please feel free to contact me directly.
Very truly yours,
I. [redacted] Extension [redacted]<