Hurst Hardwoods Reviews (%countItem)
Hurst Hardwoods Rating
Address: 13902 Lynmar Blvd, Tampa, Florida, United States, 33626-3123
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We've ordered 4 species of hardwood for our home, over the last 5 years from Hurst Hardwoods. Hickory hardwood, brazilian hardwood, maple, and an engineered hickory. Every time the process is very easy, their prices are incredible, and the wood is fantastic! One shipment had a few damaged boxes and the process of handling that was very simple. Hurst is a great group, and we're very satisfied with the quality and longevity of our flooring!
I am a homeowner that purchased 500 sq' of prefinished select walnut directly from Hurst, and we could not be happier with the quality of the product and with the customer service. I first decided to purchase from Hurst because their price was competitive, and because the sales person was more knowledgeable than anyone else I spoke with locally. I felt confident ordering even though I am up in NH. Throughout the finishing process, communication was excellent. The installed floors are absolutely beautiful, and the quality matches our other rooms which is what I had hoped for. Highly recommend!
I could not be happier with my order from Hurst Hardwoods. If you are concerned about ordering online like me, rest assured you will not be disappointed. From ordering to delivery, the process was smooth as could be. Even during the virus, the manager made sure the extra pieces I needed were delivered to my home quickly. My contractor said the quality of the hardwood flooring was the best he ever installed. We ordered 1600 sq feet of pre finished distressed hickory and not a single board was unusable. You don't find that anywhere! Thank you Hurst Hardwoods!
This is a first class company.
I was very hesitant to make a large purchase with a substantial shipping cost without seeing the product. I live in an area where there are many flooring manufacturers and I am aware of the shenanigans sometimes foisted on flooring customers. After reading reviews on the Internet, luckily I took the risk and made my first order from Hust Hardwood.
I needed Brazilian Teak. I had bought some from Lumber Liquidators and was not happy with the quality or delivery time. Hurst delivered my flooring 3 days after ordering ( I'm in Virginia they're in Florida ) the product was of the highest quaility. Dimensions, finish, and wood were all outstanding, much better than the Brazilian Teak I had bought from their competitor.
I have ordered from Hurst 3 times now and each time received a high quality product within a 3 days
and although price was not the major consideration the savings have been substantial even with shipping, not to mention almost no waste with their product and very nice board length.
Had an issue trying to order through the website using my phone so I called them the next day and Andrea expedited the order quickly and efficiently.
I received the materials today, 48 hrs after placing the order, was happily surprised it arrived so quickly.
Hurst was the only supplier that stocked a discontinued product and color we needed to repair a floor we installed a few years ago.
I highly recommend this company and will use them again in the future
I just installed over 800 sq ft of Hard Maple T&G flooring in my house that I purchased from Hurst.
The quality of the wood and the milling was excellent! I had very little waist; less than 1%.
Just being a normal homeowner and not a professional installer, the consistency and quality of their wood made it easy for me to put in my own flooring and save a bundle..
Because of the quality of their product, I have complete confidence in finishing the rest of the floors in my home with their wood.
Their customer service people were very affable and helpful making the entire experience a pleasure.
We had a good experience with good customer service and so far, the flooring product looks great. The salesperson was very knowledgeable and honest if he did not know something. We are happy overall with our flooring purchase at this time.
I had a great experience with Hurst Hardwoods. Purchased 4,000 square feet of 5" select natural walnut with matching stairs. Product is gorgeous, customer service was great, always ask for Matt if you are ordering from Hurst. And the lead time they quoted was on time and some times even better.
missing items in my order. Craig, the owner, has changed his story multiple times regarding shipment. Now he stops responding.
On December 7th, I placed an order with this company. Items were in stock and per their site, items are in stock are delivered within 3-7 business days. On December 16th Craig said they were shipped already by fed ex ground and I should have gotten an email. I replied back and told him that I didn't get an email regarding shipping but I'll keep an eye out. I also asked for the fed ex tracking number. On December 17th he send me two usps (not fed ex) tracking numbers. Both tracking numbers indicate that only a label was created on December 13th. After numerous follow ups Craig's tells me on December 18th that they have havent been shipped but will ship soon. Since then I have followed up three times and he won't respond to my emails. When I call I get a voicemail asking to leave a message. I can't actually reach someone. It seems like I can only upload one item. I'm uploading the site with the shipping timeframes but can forward email correspondence later on if needed. Items ordered are: 3-silicon vapor shields
1-reducer
1-t molding
I want confirmation that my items have shipped or a refund on: 3-silicon vapor shields 1-reducer 1-t molding
Document Attached***
Email correspondence with Craig, the owner
We paid for product for our entire home. 40% of the product is unusable and damaged, Hurst refuses to make this right.
HORRIBLE!!! Do not use Hurst!!! We purchased hardwood for two entire floors of our home. 40% of the product is useless...incorrect sizes, cracked boards, frayed boards etc. Craig is an unethical business owner who not only refuses to take accountability for these problems but is also insulting and rude. He told us that our installer (with 20 years of experience) "doesn't know what he is talking about" and has been rude and nasty over the phone with us. We have sent dozens of pictures of the damaged and incorrectly sized that he has ignored, and has even hung up the phone on us. Craig has insisted it is our fault that the boards are bad, even though we let the boards acclimate for two months in a brand new (weeks old) HVAC system. I am horrified by the unethical business practices of Hurst. I can happily provide photos as well.
We would like replacement boards - enough to finish our home, which is what we originally ordered.
This complaint can be canceled as we have received a refund for the faulty product.
Terrible customer service!!! Not worth the one star minimum for this review. I was sold $900 in stair bullnose trim along with $7,000 of flooring. The trim they sold me does not work with their flooring yet they refuse to take it back. The T&G does not match and would create a lip in the middle of each step if used. When I was sold the stair trim I was not told that it comes from a third party and that Hurst does not stand behind it. I'm now out $900, need to find another solution for our stairs and hope that we can get the finish to match. Very frustrating experience with Hurst Hardwoods!!!
Incorrect floor installation
Hurst was to repair floor depressions before instlling flooring. Depressions were not filled correctly. After installing flooring, floor sinks into depression.
The floor needs to be removed in areas where depressions were not filled correctly, correctly fill the depressions and reinstall wood floor.
We told Mr. he needed to spend the $2,000 with a company to have the floor leveled after the old floor was ripped out. The floor removal that took place by another company left holes all over. Mr *** did not want to spend the money so we trowel filled the holes and sanded down high spots at no extra charge. The floor was floated at the customers request so it is just sitting on top of the concrete. He has not put the baseboards back which will press the floor down and he put no furniture back. He did not want to spend the $2,000 to have it done right and we ourselves did more than the contract warranted.
(The consumer indicated he/she DID NOT accept the response from the business.)
John visited my home to estimate the cost of installing a floating floor. John representing Hurst Flooring advised the it was not worth the cost to completely level the floor but instead to fill the depressions in the floor. I accepted his advise. John sent out a person to fill in the depressions. After putting a liquid filler in some of the bigger holes, he left and said that he would come back because more filler would be needed. I told Hurst-JOhn- that there were still depressions in the concrete. Hurst send out Marcos to finish the fill process and according to John Hurst would need to put a fast drying leveling compound in the holes. Hurst workers under the supervision of Marcos, never used and fill. Instead they covered the floor with the finish hardwood. Marcos told me that the reason that he did not finish filling the holes was that he only did the work he was told to do and he was not told to fill the holes. The result is that the flooring sinks in the areas where the depressions were not filled. Unacceptable work. I was charged and additional $500.00 for filling the holes which were never completely filled. I have offered Hurst to remove a portion of the finish floor and have a independent representative from the American Flooring Association to make a determination if the floor patch was completed correctly. So far, no response from Hurst.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hurst rep John advised that leveling the entire floor was not necessary and Hurst could flatten the floor by filling holes left when previous floor was removed. John from Hurst send a concrete repair worker to flatten floor. He was to return and finish filling the depressions. John send Marcos to finish filling the depressions and install the new flooring in the same day. John said that they would use fast drying filler. Marcos did not fill in depressions. He said that he wasn't told to do it.
No one from Hurst said that a thicker flooring was needed. I was never told to hire someone to repair the concrete. John from Hurst sent out workers to repair the floor. The workers did not finish repairing the floor and installed wood flooring without finishing the concrete repair.
. Stop your dishonesty to the public. I spent 4 1/2 hours one day 2 weeks ago to see and inspect your floor. It was quiet, and a little soft in places. That is what a floating floor is like. If you want a floor tight to the ground, have it glued down. Your floor would be much tighter if you would finish the install process. That is, putting back the baseboards. You wanted to install them so go ahead and press the baseboards down hard and the whole floor compresses.
When we got done our prep of the floor you had the men wait 2 hours so as to spray sealer on the floor. You saw all the concrete floor very well then. So you know all the holes the previous contractor left when they tore up the tile were filled. You visibly approved the floor. When we were done you walked around with my head installer and approved the floor and paid the balance. Be honest with the public. Your continual efforts to damage my business could begin a legal process.
I gave you 2 certified inspectors names. Have one come and tell us his examination.
I purchased hardwood flooring that was advertised in lengths between 2' and 10' long. What I received was hardwood in the length of 6"-18" long.
As mentioned above, what I received was far different from what was advertised. It said 2-1/4" wide 3/4" thick character grade hickory 2'-10' length. What I received was 2-1/4" wide 3/4" thick character grace hickory 6"-16" long. They did a good job of disguising these faulty boards underneath all of the 5" wide boards that I purchased along with the 2-1/4" boards. After unloading all the 5" wide boards I was shocked to see these small scraps of 2-1/4" boards underneath. There were a handful of boards that were within the 2'-10' lengths specified but I must emphasize, a handful. The vast majority of these boards are literally scrap pieces not even close to the minimum length advertised.
This hardwood is scheduled to be installed by the beginning of April for an open house late April. This needs to be addressed and fixed asap. I do not expect to pay any shipping or restocking fees for this. This is the worst case of false advertising I've ever seen. I would be happy to send photos with a measuring tape to show how short these boards are.
All I want is what was advertised. I understand not every board is going to be 10' long, or even 8' but none of the pieces I received exceeded 7' and if those 7' pieces there are only a handful. Send me a shipment of wood that has an even mix of boards ranging from 2' long to 10' log. That's all I ask. Just send me what I paid for. Thank you
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hursthardwoods.com
It appears that the mill sent the wrong product and we are working with them to have this issue taken care of. Customer said there is 115 Sq Ft (1,126 linear feet) of flooring under 2' so that is the amount we are working on getting fixed.
(The consumer indicated he/she ACCEPTED the response from the business.)
handled the complaint quickly and sent the correct hardwood. They simply made a mistake and sent a shipment of the wrong quality boards. Thank you for the timely resolution of this complaint. I would recommend *** hardwoods to anyone looking for wood flooring.
Dispute for the amount that *** Hardwoods refunded for the return of materials. *** instructed me to return material, but did not refund in total.
Order #XXXXXXXX
Purchase Date: May 26, 2017
Order Amount: $5795.34
Problem Date: June 28, 2017
Sales Rep: Rob
Business Owner: Lee ***
Due to an error on the *** Hardwood Website and false information supplied by Rob, (the inside sales person), I ordered too many pieces of quarter-round molding for a hardwood floor project. Further, I ordered T-molds that were inaccurately described on the website which could not be used on this project. I contacted Rob via email and requested authorization to return these materials for a refund. After several email exchanges, Rob replied ..."we're good to go on authorization for you to return those 5 t-molds & 4 quarter rounds." Rob then sent an email with a prepaid Fedex shipping label and instructions on shipping the materials back for a refund.
June 15, 2017, I shipped the materials according to Rob's instructions and waited for a refund.
June 19, 2017, The returned materials arrived at *** Hardwoods in Oldsmar, FL.
June 23, 2017, I received a confusing email from Lee *** wanting to know if I wanted to return the T-molds, but stating that he would not take back the quarter rounds. It was clear that he was responding to an older thread of the email dialog between myself and Rob. I replied to Lee explaining that he had responded to an older email and that Rob had already sent return authorization for the T-molds and the 4 Quarter Rounds; and that these materials were already in *** Hardwoods' possession.
June 28, 2017, I sent an email to Rob inquiring about the status of the refund.
June 28, 2017, Paypal sends an email that *** Hardwoods had reimbursed me $270, which is the amount of the T-molds.
June 28, 2017, Lee *** sends an email informing me that he had reimbursed me for the T-molds but would not reimburse me for the 4 Quarter Rounds. Since Lee *** is responding to Rob's emails, I conclude at this point that Rob is no longer working for *** Hardwoods.
June 28, 2017, I reply to Lee *** explaining my frustration and that Rob and I had an understanding regarding the return and reimbursement of these materials and that *** Hardwoods owes me another $88.
I received no reply to this email.
July 24, 2017, I send Lee *** another email stating that he did not reply to my previous email. I also forwarded the email that Rob had sent stating that he had authorization to take these materials back.
I received not reply to either email.
July 31, 2017, I called Lee *** to appeal to his position that he would not reimburse me $88 for the quarter rounds. He said that was his final position. At that point, I told him that he left me no choice but to file a complaint. He said ok and we ended the call.
I am seeking an $88 refund from Hurst Hardwoods for 4 pieces of quarter round that I returned with their authorization.
There is certainly some confusion here as to what the customer ordered, what the customer received, and for what the customer was refunded. We also find it peculiar that the complaint as originally filed lacks information that is of great import to the claim raised. Despite communicating these issues to the customer directly, as a result of this formal complaint to the Revdex.com, we have now been relegated to a public response; one that, we anticipate, concisely puts this confusion to rest. To this end:
1. On 6/9/17, we received an email from the customer that there was a discrepancy with the profile of the t-moldings received and how those items were displayed on our website. Subsequently, what the customer received would not suffice for his project. Additionally, he informed us that he had also received 26 quarter round moldings that were in excess length (96" long) of what he ordered (78" long). As a result, he was seeking to return the t-moldings as well as 4 of the 96" quarter rounds for which he had no use.
2. On 6/9/17, in response to the customer's return request, we asked for a photo of the t-moldings in question so that we could verify the discrepancy with our mill prior to issuing a full refund; a standard policy for the rare situations like this that do arise from time to time. Specific to the quarter rounds, since the customer had originally ordered 26 pieces @ 78" in length and received 26 pieces @ 96" in length, the customer was made aware that this additional length was his to keep at no charge.
3. On 6/11/17, the customer provided us with a photo of the t-moldings in question as requested. Additionally, he asked us to "reconsider taking back the 4 extra quarter rounds. I simply have no use for the extra pieces."
4. On 6/14/17, we responded to the customer's email, stating that he was authorized to send back the 5 t-moldings and 4 quarter rounds that he had no use for, providing him with one of two options: (1) to receive a full refund of the 5 t-moldings in question OR (2) that we could send him 5 new t-moldings that matched the profile of the product as depicted on our website. This email went on to state that a FedEx return label would be sent to him for the return of the 5 t-molds and 4 quarter rounds. However, this email did not state that the customer would be receiving a refund for the quarter round moldings sent to him in excess length than what he had originally ordered. We were only issuing a refund for the 5 t-moldings in question.
5. On 6/14/17, the customer responded that he would return the 5 t-moldings and 4 quarter rounds and to "please send (him) the return label so that he could send the products back to us."
6. On 6/23/17, our owner responded to the customer's original inquiry specific to the return of the 5 t-molds & 4 quarter rounds. While this response was sent in error (we were waiting on receipt of his return), it once again reiterated that the customer would receive a refund for the 5 t-moldings but that, since the quarter rounds he received were sent in longer lengths than he had ordered, he would not be receiving a refund for the 4 quarter rounds he was sending back to us.
7. On 6/23/17, the customer emailed us stating that his return package had already arrived at our location and to "please send refund accordingly."
8. On 6/28/17, the customer emailed us requesting a status update on his refund.
9. On 6/28/17, we responded to the customer's request, stating that a refund for the 5 t-molds in question had been refunded via Paypal. Once again, we went on to clarify the discrepancy with the quarter rounds that he had ordered 26 78"-long pieces and had accidentally received 26 96"-long pieces, resulting in his receipt of 32' linear feet more than what he paid for. As as result, we wouldn't be able to refund him for something he didn't purchase.
10. On 6/28/17, we receive a response to our email detailing the customer's refund, stating that the customer and one of our employees had "an understanding regarding the return and reimbursement of these materials and that *** Hardwoods owes (him) another $88."
11. On 7/24/17, we receive another email from the customer, once again seeking clarification on the reason why he wasn't being issued an additional refund of $88; inclusive of correspondence with the employee who authorized the original return back on 6/14/17. As anticipated, this correspondence confirms that the customer was informed that he would only be receiving a refund for the 5 t-moldings in question.
12. On 7/31/17, we receive a phone call from the customer, this time demanding a refund in the amount of $88. Responding as we have from the beginning, we informed him that he would not be receiving a refund for the quarter rounds he included with his return because they were mistakenly sent to him and that the excess length wasn't something for which he was ever charged. This phone call concluded with a threat that, unless he was issued an additional refund of $88, a formal complaint would be filed with the Revdex.com.
To summarize, the customer received a product (5 t-moldings) that did not match the photo of that product's description on our website. As a result, we refunded the customer the FULL AMOUNT of those items, doing so in a timely fashion and according to our company's quality control standards; standards that have been in place as a national leading wholesaler of hardwood flooring for the past 25 years.
What we are left with here is a situation where the customer has requested an additional refund for product(s) that he inadvertently received and never purchased. To review:
-Customer ordered 26 78"-long quarter round moldings (2,028" total)
-Customer received 26 96"-long quarter round moldings (2,496" total)
-Customer received 468" MORE LENGTH than he had ordered
A cursory review of the math here clearly demonstrates that not only should a refund for those excess pieces NOT be issued, but that, in fact, it is the customer who technically owes us $44 for 156" of quarter round moldings that he kept in excess of what he ordered, detailed as follows:
-Customer ordered 2,028" in quarter round moldings
-Customer received 2,496" in quarter round moldings
-Customer returned 312" in quarter round moldings (4 @ 96" each)
-Customer kept 156" in quarter round moldings for which he never ordered nor was charged
While we're uncertain as to the customer's confusion here, we stand by our position and our decision to issue his refund in the manner which we did. Simply put, the customer received the refund for which he was eligible $270 for the return of 5 t-moldings whose profile photo on our website failed to match what he received and returned these items (as well as 4 quarter rounds) on a shipping label that we created and provided at our own expense. This refund was issued as stated in all correspondence with the customer and done so in a timely fashion.
Specific to the basis of thid complaint with the Revdex.com, while we did err in sending the customer quarter round moldings in excess length than what he had ordered, the customer was never charged for our mistake. In fact, as the calculations above have made painfully obvious, the customer had no issues with putting these longer quarter rounds to use; actually keeping more than what he had ordered and was charged. As a result, there is simply no logical reason as to why the customer should receive a refund for a product that he never purchased in the first place.
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with *** Hardwood's response to the Revdex.com that there was "confusion" as to what was ordered, received, and refunded. However, I, the customer, do not accept this complaint as resolved.
In paragraph #4 the business acknowledges using the expression "authorized to send back the 5 t-moldings and 4 quarter rounds." In fact, the actual wording in the original email states "...we're good to go on authorization for you to return those 5 t-molds & 4 quarter rounds." It is clear to me that this expression is confusingly similar, and perhaps deceptively similar, to language used by thousands of businesses for the specific purpose of authorizing customers the return of goods for refund. Common examples are RGA (return good authorization) and RA (return authorization). My correspondences to the business clearly and consistently communicated my objective of returning the materials for a refund. When *** Hardwoods "authorized" the return of these materials, I believed their response to be forthright. The business response was not clear because it did not specifically state that I would not be refunded for the 4 quarter rounds. To this point, I ask for what purpose would *** Hardwoods "authorize" me to return these materials if not for a refund? It is true that I have no use for these 4 quarter rounds, but from my point of view, I would have no incentive to put forth the effort to return them except for a refund.
In paragraph #6 of *** Hardwood's response to this complaint, the business's responder is adding to the confusion by mentioning ***'s position that I would not receive a refund for these materials. This email was sent well after the materials were returned and received by *** Hardwoods, and was written by the owner who was not involved in any prior correspondences, and he was responding to an older thread of correspondence. Consequently, the owner's refusal for refund, on June 23, 2017, could not have had any influence on the decision to return the materials!
Paragraph #11 of *** Hardwood's response to this complaint is confusing. I wrote one email and forwarded another email on June 24, 2017. *** Hardwoods did not respond to either email. I emphatically state that nothing was "anticipated" in *** Hardwoods correspondences.
In paragraph #12 of *** Hardwood's response to this complaint, the business's responder makes the statement "This phone call concluded with a threat that, unless he was issued an additional refund of $88, a formal complaint would be filed with the Revdex.com.". I emphatically state that nothing in this phone conversation constituted a "threat" to *** Hardwoods or its owner. I simply stated to the owner that he left me no choice but to seek third party assistance through the Revdex.com to help resolve the matter. I find the responder's use of the word "threat" ridiculous. During this call, my tone was calm and respectful. I did not use any inappropriate or threating language. In my final words to the owner, I said, "have a good day" and he replied the same.
In the *** Hardwood's response summary, the responder, as did the owner in the phone conversation, once again attempts to change the unit of measure from pieces (each) to a calculation of linear feet. The *** Hardwood's website has a square foot calculator for the flooring material; however, for the quarter round they simply sell them by the piece; no calculator is provided for a linear foot calculation. Therefore, *** Hardwood's attempt to change the unit of measure is baseless. The bottom line is I ordered 26 pieces of quarter round and I returned, with *** Hardwood's "authorization", 4 pieces of quarter round for refund. My expectation from *** Hardwoods is a refund of $88 for 4 pieces of quarter round.