Prosource of Buffalo

This is in response to a complaint on some [redacted] laminate flooring purchased from our company by a [redacted] .(Not sure where [redacted] got involved)?The customer was informed that this was a special order, and a non stocking, non returnable itemUpon receipt of the material, into my warehouse, there was no visable damage to any of the cartonsThe installer, (hired by the customer), claimed the chipping on the edges must have been there from the factoryThis was after he took it, and had it partially installed.As a courtesy, we ordered more cartons with no proof of the damage, with the agreement that the customer would return all boxes of the flooring in questionThey picked up the new flooring, again with no damage to any boxes, and we released it to them at no chargeAt this point, the customer or contractor still had not returned the flooring to us.The customer claimed that they now had more damaged cartons, and needed to replace them to finish the projectWe told them we need all the damaged product returned to us, so we can file a claim, and return them to [redacted] for creditWe ordered and released the cartons to them, and again still no return of the boxes in questionI personally spoke to the customer and the contractor on several occasions, and told them we were doing everything possible to help them, but they insisted they still need more boxes to finish the jobI ordered them again at no charge to the customer, and paid special freight charges to have them shipped [redacted] We do not know the sub contractor they hired, and have no way to know if he measured properly, or what his qualifications are to install the floorWe still have no way to know how or when these flooring panels were chippedIf it was done in the process of shipping, there would have been some visible damage to the boxes upon arrivalI gave them the benefit of the doubt each time and reordered enough flooring to finish their project with no chargesI even gave them some trim moulding they added on to the project at no charge..(Value $+ tax)When the installer finally came back with the "damaged" flooring, he had only loose pieces, and many were already cut, and were uselessHe threw out the boxes, and returned less than 1/of the flooring we replaced! We literally gave special treatment to this customer, and feel that their real issue is with the contractor that they chose to measure & install this floor[redacted] has spoken directly to this customer, and has informed them that there is no defect in their product, and they have no further liabiltyThey shipped new materials in good faith, and now my company and [redacted] have taken a loss to satisfy a consumer who appears to want a free floorProsource Wholesale Flooring takes great pride in satisfying our customer, and always goes the extra mile to do so..This was no exceptionThank You, Fred F [redacted] Fred F [redacted] Showroom ManagerBenbro DriveBuffalo NY 14225###-###-#######-###-####-Fax [redacted] @ [redacted] .***

Thank You for bringing this complaint to my attentionThe Revdex.com provides a great service to both consumers and businessesThis forum allows both parties to express their views, so that a proper resolution can be determinedWhen Mr [redacted] purchased backsplash tile, he and his contractor provided all quantities to my salespersonWe ordered square feet as they requestedI have no idea why he has over sq ft left overWe cannot take responsibility for that error, as it is between him and his contractorOur return policy is clearly posted in the office, and on the invoice, that special order materials are non-returnableThis tile came out of Canada from a manufacturer called Olympia Tile CorpWe contacted them to see if they could possibly allow us to return it to themThey could not due to the small quantity involved, and mixing of dye lots We did offer to replace any tile with any defects, even though the tile council of America standard says the final inspection of the tile should be handled by the installing partyIf a tile shows any irregularity, do not install itSince the customer over ordered, they have plenty of left over tiles that should have been substituted.As a courtesty, Prosource is willing to apply the cost of the left over tile to any future purchase that exceeds $ (It appears that he paid about $for the tile he over ordered).Thank You for the service you provide!Fred F [redacted] General Manager

In response to the statement issued from Fred, I (*** ***) am ***' fiance and have been in touch with Fred, Bob, and the District Operations ManagerI have spoken to them on many of occasionsWe were not made aware of any special order or any kind of restrictionsWe weren't even interested in returning the materialWe just wanted a completed floorIt took over shipments to get enough undamaged material to complete the project. The boxes were clearly damaged, there were strap marks showing how tight they were tied to the palletI filed a complaint directly with *** in May. This was their response via email: Dear ***: Thank you for contacting *** *** ***, Inc. I apologize for the inconvenience; it is our aim to provide quality products and services to our customers and to meet your expectations. Please contact the local retailer where you purchased your product The store has a procedure in place so flooring specialists can handle your concernsPlease have your proof of purchase available when contacting the retailer.Thank you for choosing *** floors for your homeI hope this information is helpfulOur entire product line, *** * ***, and retailer locator are available on our website at www.***.comTechnical product information is also available on our technical website at www.***.com. Regards, *** *** Customer Relations & Technical Services *** *** ***, Inc. Phone: ###-###-#### Fax: ###-###-#### *** and I are following the procedure described by *** however Prosource is refusing to take responsibility for the time that it took to complete our projectFred is acting like he is doing us a favor in replacing broken material when undamaged product that we paid for is what we finally received. We made at least trips to Prosource simply to obtain boxes of usable flooring. Why does it take over shipments to get enough material for a simple kitchen floor project? Even after receiving the damaged material, *** and I made multiple calls to Prosource just to obtain the information that the material was received. By the time we reached Bob or Fred, it was always at least week past the initial date that the order was scheduled to be available at Prosource. We did not receive any calls about the status of any shipping. I never have dealt with a company that has such horrible communication skills. Although Fred is claiming that we received “special treatment,” he doesn’t know who I am despite the fact that Fred and I have had multiple conversations. We spent over $on materials and this project took over a month to finish because of the delays caused by damaged materials. Where is this considered special treatment? We have attempted to resolve this with Prosource since April. When we contacted *** in May, we were advised to “contact the local retailer where you purchased your product The store has a procedure in place so flooring specialists can handle your concerns.” Since our experience was so poor, we have asked that Prosource follow ***’s process to compensate us for the stress and significant time involved in finishing our floor. Sincerely,*** ***

Thank You for bringing this complaint to my attention. The Revdex.com provides a great service to both consumers and businesses. This forum allows both parties to express their views, so that a proper resolution can be determined. When Mr [redacted] purchased backsplash tile, he and his contractor provided all...

quantities to my salesperson. We ordered 45 square feet as they requested. I have no idea why he has over 25 sq ft left over. We cannot take responsibility for that error, as it is between him and his contractor. Our return policy is clearly posted in the office, and on the invoice, that special order materials are non-returnable. This tile came out of Canada from a manufacturer called Olympia Tile Corp. We contacted them to see if they could possibly allow us to return it to them. They could not due to the small quantity involved, and mixing of dye lots.  We did offer to replace any tile with any defects, even though the tile council of America standard says the final inspection of the tile should be handled by the installing party. If a tile shows any irregularity, do not install it. Since the customer over ordered, they have plenty of left over tiles that should have been substituted.As a courtesty, Prosource is willing to apply the cost of the left over tile to any future purchase that exceeds $500.00.  (It appears that he paid about $65.00 for the tile he over ordered).Thank You for the service you provide!Fred F[redacted]General Manager

This is in response to a complaint on some [redacted] laminate flooring purchased from our company by a [redacted].(Not sure where [redacted] got involved)?The customer was informed that this was a special order, and a non stocking, non returnable item. Upon receipt of the material, into my...

warehouse, there was no visable damage to any of the cartons. The installer, (hired by the customer), claimed the chipping on the edges must have been there from the factory. This was after he took it, and had it partially installed.As a courtesy, we ordered 6 more cartons with no proof of the damage, with the agreement that the customer would return all boxes of the flooring in question. They picked up the new flooring, again with no damage to any boxes, and we released it to them at no charge. At this point, the customer or contractor still had not returned the flooring to us.The customer claimed that they now had 3 more damaged cartons, and needed to replace them to finish the project. We told them we need all the damaged product returned to us, so we can file a claim, and return them to [redacted] for credit. We ordered and released the 3 cartons to them, and again still no return of the boxes in question. I personally spoke to the customer and the contractor on several occasions, and told them we were doing everything possible to help them, but they insisted they still need 2 more boxes to finish the job. I ordered them again at no charge to the customer, and paid special freight charges to have them shipped [redacted]. We do not know the sub contractor they hired, and have no way to know if he measured properly, or what his qualifications are to install the floor. We still have no way to know how or when these flooring panels were chipped. If it was done in the process of shipping, there would have been some visible damage to the boxes upon arrival. I gave them the benefit of the doubt each time and reordered enough flooring to finish their project with no charges. I even gave them some trim moulding they added on to the project at no charge..(Value $72.00 + tax). When the installer finally came back with the "damaged" flooring, he had only loose pieces, and many were already cut, and were useless. He threw out the boxes, and returned less than 1/2 of the flooring we replaced! We literally gave special treatment to this customer, and feel that their real issue is with the contractor that they chose to measure & install this floor.[redacted] has spoken directly to this customer, and has informed them that there is no defect in their product, and they have no further liabilty. They shipped new materials in good faith, and now my company and [redacted] have taken a loss to satisfy a consumer who appears to want a free floor. Prosource Wholesale Flooring takes great pride in satisfying our customer, and always goes the extra mile to do so..This was no exception. Thank You, Fred F[redacted]Fred F[redacted]Showroom Manager80 Benbro DriveBuffalo NY 14225###-###-#######-###-####-Fax[redacted].[redacted]