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Pianeta Legno Floors USA, Inc.

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Reviews Pianeta Legno Floors USA, Inc.

Pianeta Legno Floors USA, Inc. Reviews (1)

Review: Prefinished walnut floor product delivered bore NO resemblance to product sample in showroom, or sample given to client. This exact floor was purchased for another client and it was perfect, exactly as shown. Variation in walnut wood, including the extensive presence of sapwood was never mentioned by sales person. Over 50% of the boards had enormous area of sapwood striping, unlike anything advertised. Company would not come (4 blocks) to look at product they had shipped, tried to blame the installer, then blamed the architect, then said the product would "oxidize" over the years. Was our client supposed to wait years for the new floor to look acceptable? Company refused to send additional material at their cost. Basically refused to stand by their product. Floors had to be completely sanded, stained, then additionally hand stained in sapwood areas, then three coats of polyurethane. Complete refinishing required on what should have been a pre-finished product. Bad product, bad service.Desired Settlement: Company should refund the cost of the refinishing- $6000.

Business

Response:

Dear [redacted],

First of all, we are really sorry to hear and see such a nonsense complaint about us. Because we have 95 different high end products and more than twenty thousands of clients and out of those, they've picked one of the simplest product among our wood species. It is a local wood, it is a proud wood of America and it is American Walnut.

Whenever they've seen 3 small boards in our already settled and oxidized 6 years old display, they presumed every each board inside the boxes would be the same as our displays. The only difference is our displays show 3 pieces only and they've purchased 250 pieces of it without stained all in natural color products and of course there is color variation and sap woods perhaps occasionally knots but this is nature of the walnut wood flooring.

It is so easy to find in every part of the country but we really don’t understand what our client’s expectation from this walnut flooring is.

Probably they never used natural woods before (we meant without stained), and this is the reason these sap woods (natural of walnut wood as we describe and showing our web site in the walnut section) bothers them a lot. Instead of waiting for naturally oxidizing / darkening the walnut wood, they expedited the process and they sanded, stained and refinished the products. We don’t know why they paid $6,000 for $1500 job but no matter what they exaggerated their problem. We know about our product and we know the selection of it. They were purposely picked 10 extreme planks together and they sent us that picture. Their problem could be solved with $1500-$1800 for unnaturally staining and refinishing which they never asked anything from us.

And they said “Bad product”, “Bad service” This is kind of a harsh because we did whatever necessary.

-They purchased the natural walnut wood floors and we delivered on time.

-Instead of using our recommended installers, they used their own.

-Whenever they called us regarding this sap wood problem, we asked one simple photo (one picture more than a thousand words) and instead of site inspection (They mentioned “ we didn't go to job site”: Most of the time there’s no need. More importantly, we didn't bring that product(700-800) Sq Ft only for them, that product came in approximately 12,000 Sq ft in a container and we checked that batch in our warehouse and there’re other customers whom we sold from the very same batch, and they are all happy and satisfied!) We have to “trust “their word and based on their one photo (simple for them but more than enough for us) we told them over the phone this is our products and sometimes (as we illustrate and show in our websites and catalogs, those sap woods more visible but over the time, it’s going to be darken / oxidized and will look less visible.

But (This part is really important) we said If you don’t like our all natural wood without artificially stained walnut product, please don’t open all the boxes and simply return the products because we don’t accept any returns of open boxes. Instead of returning the product, they said over the phone that they don’t have time for this. Send us more products and we will make our own selection in here.

-Obviously, even though we really didn't have to, we still offered as a courtesy couple of extra boxes free of charge but whenever they asked at least 50% more of the products whatever they purchased, as they described we kindly refused this request because every individual is looking for different selections, same as this case. We have tens of other customers purchased and using very same product and all of them are happy but this customer didn't like the selection .It is quite normal that every individual has different tastes and simply return all the products and both sides would be happy.

Even we asked them if they would like to purchase more products for them to make their own selection, they didn't answer any of our e mails.

-And we never heard anything from them until today. Wow!!! March ----May ~ 2 months what they were waiting for?

-But we've learned from your letter; Instead of returning our products, they've installed first and after, they've sanded and refinished with artificially colored /stained and now they’re asking $6,000 from us for that job.

-Our response;

Isn't it logical if you don’t like it, return it… Why they didn’t return the products in first place? Or let me put it this way… if you believe we’ve sent you a wrong product just simply return it. But neither you’re returning the products nor contacting us for any reason and you’ve already installed the product and sounds like kind of a black mailing us with Revdex.com for asking $6000, which we never heard or agreed before for this! Slinging a mud on us by creating some artificial complaints over the internet, but we’re not going to let that happen; we kept the all our rights for this issue if we lose any small or big jobs regarding for this artificial complaint, we will do whatever necessary to compensate our loses with all the legal fees and all related expenses.

By the way $6,000 is a really ridiculous number for this type of job(re-sanding, staining and refinishing process) we've never heard of that they are paying almost $9 /Sq Ft for refinishing job). The regular cost for this type of job would be $1500-$1800 dollars for them, if we had to do it…We never heard anything from them but even If we accept this issue in the first place, can someone please explain it to us why we don’t send our people (crew) that we've been working with for a long time and fixed that refinishing process for 1/4 of the amount?

Long story short [redacted], in our business ethical and good faith customers are always right even they aren’t (as I explained in this letter) and we still consider them as they are right. Also our biggest fear is losing a customer for whatever reason it is.

But in this situation we are so naive, if you don’t like the product, just return it! Or at least out of a courtesy, ask first before you send an invoice! I do understand them that they try to take advantage on us but it is not going to happen.

As you figure out, if you think objectively, even this approach is wrong. Instead of contacting us even once or if they think they are so right for this matter why they are not taking some legal actions? They can’t because there is no ground for such an illogical act.

Merely they are using you/your service just like a tool because is “free”, and it’s easy for you to do whatever necessary on line .You don’t need to proof anything, and it’s just their words against our words. I hope one day everything going to back to old days understanding of common sense and good faith. But even in your website, there is a section “File a complaint” it’s just one click away. It is so simple and kind of attractive for those, who want to put a scratch in our company’s reputation. I wish we could have filed a complaint for the Revdex.com but we can’t.

In this case at least be objective! Principally, they purchased the all natural American Walnut wood floors maybe they didn't like the (color/grain/selection /sap wood/knots /holes/something aesthetic etc.etc) there are so many reasons to change their minds and changing to colors /stains or finishes etc.etc. And this is a free country of course and they can do whatever they want but why we are responsible for their aesthetic concerns? Let me give you an example (let’s say you purchased a car and you didn't like the color, then you changed the color but still sent the bill to dealer). Besides, without the tax, delivery, glue and everything products cost for them $9000 and they are asking $6000 refinishing??? Actually the products cost for us is much less than $6000 so why we are going to pay them $6000 for a perfect product?

Please do not be a tool for this artificial complaint. For a business courtesy, we’ve answered this complaint once but please do not send any more requests with this issue.. If they have serious problem with our company or if they think they are right for this problem, they should taking some legal actions against us. Otherwise we are not planning to spend any more time for this non realistic complaint.

Approximately out of twenty five thousands customers since 1997, of course, we cannot satisfy every each of them but we try our best!

Kind Regards,

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Description: HOME IMPROVEMENTS

Address: 8687 Melrose Avenue, West Hollywood, California, United States, 90069

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