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JZ Floors, Inc.

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JZ Floors, Inc. Reviews (1)

I am filing this complaint due to a return policy. Saturday, August 21, 2014, I talked to [redacted] requesting to return 3 unopened boxes of floors (I was seeking to return in August due to the amount of time that is recommended to season the flooring in your home prior to installing.) When I purchased the floors I was not told that the flooring I purchased as a special order floor. In the several conversations with [redacted], he indicated that the reason he needed to order the floors was because he did not have enough in stock. He never mentioned that the floors were special order. I did read the receipt which talked about special orders, never knowing it applied to the floors I purchased. In talking with [redacted], he indicated that he would not take back the 3 unopened boxes of flooring. when I received the floors, one box was forklift damaged and [redacted] replace the damaged box with another damaged box, plus some extra boards. [redacted] indicated they would take the damaged box back when I talked to him on Saturday, but not the others. I asked him who else I could talk to.He referred me to [redacted]. [redacted] provided me with a different version of the order, indicating all orders are special orders and JZ Floors would not take back any of the boxes. He suggested I was trying to get something over on them, I paid $8,000 for the flooring, I did not know my flooring was a special order as they was never disclosed to me.Product_Or_Service: Hardwood flooringAccount_Number: [redacted]Desired SettlementI would like to return the unopened boxes. At a minimum, this company needs to fully disclose to customers their return policy. The return policy is printed on the receipt, however, the customer does not know if their floor is a special order or not. Not sure if there is anything but special order flooring at this business.Business Response In response to Case #[redacted]:I have spoken to my salesperson [redacted], he remembers the customer looking at in-stock flooring first. [redacted] then showed her another sample as an order option. I think she may have got confused between in-stock and special order products. The customer states she was never told that her order was a "special order". Anything ordered for a customer is a special order. The customer actually placed two orders for her wood, because she did not order enough the first time. She also paid shipping on both orders, and was aware we were ordering the wood for her. Our return policy is very clearly printed on each receipt.As for the damaged box, a new box was ordered to replace it at no charge. The new box came in damaged also. We took the undamaged boards from the first box as well as the damaged new box, and gave the customer enough wood to equal one good box. Any damaged pieces left we paid for. It has nothing to do with the return policy.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As a customer I was not aware that any of the floor samples I looked at were in the category of special orders. When I selected the second sample I was given a sample to take home just like the first sample. The salesperson figured out how much I needed based upon the square feet measurements I had with me then told me he did not have enough in stock. He never indicated that this was a special order. At no time during my several interactions with the same sales person did he indicate that my flooring was a special order. This practice or policy is simply not clear to the consumer. The refund information is indicated on the sales receipt, both the special and nonspecial order floors. It was not made clear at the time of purchase that my order was a special order.As for the damaged box, it was the same sales person that told me he would allow the return on the damaged box. He indicated that he would take back the damaged box and refund the amount, but not the other two unopened boxes. It was the second individual I spoke two that said he would not take back any of the unopened boxes.I do not accept their response, because they have been unwilling to admit that they do not inform me about how the order was being processed. Whether an oversight or intentional, the result to me was the same--I am out the full cost of the unopened boxes of flooring rather than the cost of the flooring minus the restocking fee.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This information provided above is the information that would have provided me with complete information about the return policy. I actually did not know what the full return/ special order policy was until receiving this response. It would have been my decision to make about doing business here if the policy about special orders was made clear at the time of purchase. As indicated In my previous response, as a customer it was never disclosed to me that my order was a special order, as I was told they carried this product and simply did not have enough in stock.The information on the receipt only explains returns. As a customer I was not informed that placing any order put me in the special order category. The above response does not offer any relief for this company's failure to disclose their special order practices which impacts the customer on the return policy. Final Business Response I have explained our position. I am sorry, this DOES NOT meet our return policy!

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Description: Carpet & Rug Dealers-New, Linoleum Dealers, Floor Materials - Retail, Hardwood Floor Contractors

Address: 1180 S Rock Blvd, Sparks, Nevada, United States, 89431-5924

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