ProSource Wholesale Floor Covering

Dear Revdex.com:We have reached out directly to the customer and have offered him a full refund The customer has accepted our offerIt turns out after a more thorough investigation our distributor who sold us the material provided us with the wrong information This came to light when we spoke to the manufacture and they clarified how the product should be used Should you have any additional information, please let me know Thanks, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Please advise how the credit will be processed since I already paid for the freight.Regards,
*** ***

Dear ***,I have been investigating the complaint you filed with the Revdex.com regarding freight cost and follow up at Pro Source MilwaukeeLet me address the freight issue first:My research shows you found a tile at 21st Century and asked if Pro Source could get this for you. The account manager
made some calls and realized this was something we do not handle.The distributor was nice enough to extend us a price for the material only. They never mentioned freight and we assumed this didn't come up because 21st Century's products included freight. The only time we have paid freight on past purchases was on hot rush items. Bottom line, we were surprised freight charges were added to our bill. We raise the issue with them and were told the material is manufactured and distributed out of Canada.Notification: I fully understand your concern in regard to the delivery date. Unfortunately, we rely on our distributor and manufacturer partners for ETA's (estimated time of arrival). When materials are being shipped from a different country the delays can be numerousI agree, the Account Manager could have done a better at keeping you apprised on the status of the order. There is no excuse for poor communication, and I'm sorry for the delays this cause youAs a result, I have told Pro Source to not bill you for the freight on the order with 21st CenturyThanks again for your business. *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I disagree with the statement given by ProSource.  The only mention I made of the size was that my bathroom was 6x9.  The sales rep, ([redacted]) then replied that the kit in question was the one that would work.  In addition, the mat can be cut, I don't dispute that.  The electric heating wire cannot and that's why this is an issue.The box has been opened because the inner carton that holds the wire contains the length of the cable which is how I was able to determine that the kit is wrong.  I'm sorry but at this point after all the delays, the way I was treated by both [redacted] and [redacted] Drury with avoiding/not returning my calls and emails and the length of time this has taken I will only accept a full 100% refund.  It's sad that a long term customer, (over 15 years of loyal business) has to go thru this.
Regards,
[redacted]

Dear Revdex.com:We have reached out directly to the customer and have offered him a full refund.  The customer has accepted our offer. It turns out after a more thorough investigation our distributor who sold us the material provided us with the wrong information.  This came to light when we spoke to the manufacture and they clarified how the product should be used.  Should you have any additional information, please let me know.  Thanks,  [redacted]

Dear [redacted], I have looked into the complaint you lodged with the Revdex.com against Pro Source Franklin regarding the purchase of a heat kit. I believe based on the emails exchanged a good deal of misunderstanding took place on both sides.  In an email dated January 24th, you contacted Pro Source...

Franklin looking to purchase a 6 x 9 heat kit.  We, in turn sent you a quote for a DITRA-HEAT-E kit on January 26th that clearly shows the price along with the size (60ft) of the material.  Additionally, the account manager recalls having a conversation with you regarding the size of the material and how it would need to be cut.  Nothing more was said and we went ahead and ordered the goods.  I feel bad about what happened and would be willing to refund the entire purchase ($633) as long as the contents (includes touch screen) of the box has not been opened or tampered with.  If this is not the case, I would need to charge a restocking fee of 20% and would refund $508 of the purchase.  Please contact [redacted] to set up at time to return ALL the materials.  Thank you for bringing this matter to my attention.  [redacted]

It is quite ironic and noteworthy, yet understandable why there are no reviews posted on this website about this business. Quite certainly they lack any credible, positive reviews, as ProSource lacks efficient and knowledgeable personnel, is unpunctual and is not consumer friendly, by any means. This is not a company that I can even remotely recommend, rather I warn potential customers that you will be extremely displeased with ProSource Wholesale Flooring.

From the onset of my order, I experienced problems. They were quite laxed in processing the order- it took at least two weeks to receive an invoice. Thereafter, that which I ordered was postponed for at 10 days-2 weeks, pushing my timeline back. Moreover, they were unable to obtain the corner pieces for which I paid, claiming that it would take one month the acquire them. I merely ordered white metro tiles and 6 corner pieces. I did not ask for a special color, texture, etc., just plain white 3x6 metro tile that one can find at plenty of other establishments. One may question my reason for chosing ProSource? Because they offered my designer a bit of a discount. Such situations call into play the validity of the saying “you get what you pay for.” Fortunately I had a very talented tile craftman who was able to cut the tiles accordingly, to replace the corner pieces.

Grouting became another issue. Evidently their sales representative doesn’t have the appropriate knowledge not to sell sanded grout for wall tiles, particularly those which are shiny. To obtain the unsanded grout, I would have had to wait another week. Rather, I went to a local tile company, who obtained the grout the following day: ironically they drove to Milwaukee, where ProSource is located, to pick up the bag that I needed.

Upon completion of the project, which took longer than expected (just as did their ordering and arrival of the materials), I had 8 full boxes of tiles, valued at more than $500.00 left over. Again, these are white tiles, not purple, yellow or green. Basic white tiles! They refused to allow a return as it was more than 30 days since I ordered the tiles. The date of the order versus the arrival was at least 2 weeks delayed! There is no possible way that I could have returned the boxes had my project ended on schedule. Yet, I did not even receive a discount for their tardiness, and I must pay for all of the tiles as well. This is not good business.

I own many other properties which will be in need tiles, flooring, etc. I can assure all who read this including ProSource that I will certainly not use their business and I forewarn anyone who is looking for a client friendly, helpful, knowledgeable store, that ProSource Wholesale Flooring in Franklin Wisconsin is not the place where you will get the best service, products and prices.

We purchased $4000 of wood flooring from this firm. We worked with [redacted] the manager who assured us we could return any unopened. sealed boxes of product for credit, [redacted] Sales assistant on a subsequent phone call made the same assurance. On this assurance we ordered a bit extra - confident we could return the excess. [redacted] agreed this would be a good idea. [redacted] also made the distinction that Transition pieces were not returnable.

But when we tried to return 2 boxes of flooring - sealed and unused - [redacted] refused to honor his assurance - belatedly pointing to fine print in the purchase order stating no returns.

He may be technically correct - but the entire situation is unethical and unbusinesslike

We wlli NEVER patronize this business again.