Initial Business Response /* (1000, 6, 2015/10/16) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
To Whom It May Concern:
Ms. [redacted]'s claims are false. She was contacted immediately via email, and refunded on September 18, 0215:...
prior to the date of this case. Ms. [redacted]'s refund was issued in accordance to our published return policy on our website. Please do not hesitate to contact us with any further questions.
Best regards,
Efloors.com
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is as follows:
1.The conversations were nothing more than false promises by efloors of a refund 2 weeks prior and still nothing. They never responded quickly it wasn't until I told them that I had filed a complaint with the Revdex.com did they actually start looking into my return which I returned a month prior.
2. I did finally receive a refund but it was less than we had discussed. Brittany had told me she also would accept the returning of the 2 pails of the glue we purchased because of all the inconveniences I was experiencing with them. I returned the glue and did not receive any money for them. When I called them about that, a women told me she would ask Brittany and let me know. I never received a call back, as usual, and the refund went threw without the addition of the glue. I called AGAIN and the women said oh Brittany forgot to add that in the total and that she would look into that. Brittany finally emailed me she had to make sure it was refundable after she had told me she would accept it as a return from me a month prior.
3. Up until today they(efloors)has an extra case of flooring and 2 pails of glue that I had returned and still have not received any refund for any of them. I am pretty sure that is considered STEALING. I rightfully deserve a REFUND for them, as well.
4. Check all the phone calls and emails I had made to them and see what was promised if they so call want to call these all false accusations.
Dear Ms. [redacted]:We sincerely apologize for the delay
with your replacement shipment.
Unfortunately the merchandise is still in production with the
manufacturer. The material that was
initially available for shipment was found to be defective, and certainly not
released...
for shipment. Efloors
communicated this delay to you by leaving a voicemail on October 13, 2015 at
8:49AM. The molding pieces are scheduled
to complete production on December 16, 2015 at which point we will promptly move
the order into shipment to you. Efloors
will overnight the pieces at no additional charge. Efloors will provide tracking information via
email as soon as it becomes available.Best regards,Efloors.com
Complaint: [redacted]
I am rejecting this response because:I never received anything at all. I was calling the correct number. As I noted in my prior email, I did not receive any of the flooring samples I ordered so I purchased flooring from another company. I am requesting a refund. Samples are useless to me now.My name is not Ms[redacted].
Sincerely,
L [redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
Dear [redacted]: We at Efloors pride ourselves in our ability to satisfy each of our valued customers. At times, products become...
backordered, and take a bit longer than we anticipate to ship. Our website advertises: TYPICALLY ships next business day. In the unlikely event your product is backordered, you are immediately informed via email. As you requested, we also immediately refunded your payment after you decided against waiting the minimal backordered timeframe. Please contact us should we be of further service.
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: [redacted]
Contact Email: b[redacted]@efloors.com
Dear Lara,
We at Efloors utilize the most reputable freight carriers to ensure the safe delivery of your order. In the rare case...
of an incomplete delivery, we ask that you allow 48-72 for the freight carrier to conduct a "tracer" on the missing product(s). As indicated in our shipping policy, linked here: http://www.efloors.com/shipping-policy.aspx, if the merchandise is not located within this specified time frame, Efloors promptly ships replacement merchandise and processes a loss claim internally. As promised, on Monday, July 20th, a replacement order has been processed against your order. The merchandise is shipping directly to you via expedited UPS services for delivery by the end of the week. An email was sent to you with your tracking information. Please contact us should we be of further service. We can be reached by calling toll free at 1-[redacted].
Best regards, Efloors.com
To Whom It May Concern:At Efloors.com, we want our customers to be satisfied with their purchase. As such, we allow our customers to return any merchandise that they are not happy with. As published on our website, returns are subject to the actual non-promotional shipping costs of the...
original shipment, any return shipping charges, and a 20% restock fee - linked here: www.efloors.com/refund-policy.aspx. Attached to this case you will find the email correspondence between Efloors.com and Ms. [redacted]. Efloors outlined the charges associated with the return, in which Ms. [redacted] replied and requested that the return be cancelled, and advised she is going to keep the flooring. As such, as ask that this case be closed as resolved. Best regards, Efloors.com
Initial Business Response /* (1000, 6, 2015/08/21) */
Contact Name and Title: [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it may concern:
Ms. [redacted] has been issued a refund of $786.30.
Ms. [redacted] contacted Efloors on August 4th...
advising that she did not like the tile she received. As such, Efloors submitted an authorization request to our returns department for approval and costs associated it the return. As published in our return policy (linked here: http://www.efloors.com/refund-policy.aspx), Ms. [redacted] was informed of the 20% restock fee and shipping charges that apply to her return. Efloors left voicemails on both 8/4 and 8/6 providing Ms. [redacted] with this information and did not receive any further communication until 8/10. Due to the circumstances, Efloors agreed to waive the 20% restock fee and scheduled the pick up for 8/11. The returned merchandise was received into the Efloors warehouse on 8/18. As promised, Efloors has issued a refund of $786.30 to Ms. [redacted]. Please let us know if we can be of further service.
Best regards,
Efloors.com
Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: [redacted], **
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
Due to the delay, Ms. [redacted] has been issued a full refund for her purchase. Ms. [redacted] has been informed...
of this resolution and is satisfied.
Best regards,
Efloors.com
Dear Ms[redacted]: At Efloors.com we pride ourselves on customer satisfaction. We have a fully staffed call center readily available to assist our customers via telephone and live chat. We apologize that you have experienced difficulties in contacting us. Please verify that you...
are calling 1-888-522-5456. We would like to inform you that your samples delivered to you on December 7, 2016 at 10:44AM. You may track and verify your shipment via Fed Ex tracking [redacted]. You may also follow the link provided below:https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted]We will gladly process a no charge replacement order for you should you wish. Please contact us so that we may further assist you. Best regards,Efloors.com
To Whom it May Concern: Although Efloors has acted in accordance with all published policies provided to our customers at the time of order and within their receipt email, Efloors has granted a return for the two molding pieces shipped to Ms. Nichols. Upon receipt of the returned...
merchandise, a refund will be promptly issued back in the form of original payment. Our returns address is provided below. Please label the return with [redacted].Efloors Returns Department[redacted]
[redacted] Best regards,Efloors.com
To Whom It May Concern:We at Efloors process all orders within the following business day. The merchandise purchased was advertised on our website as "Typically Ships in 5-7 business days". As noted on our website, in the unlikely event that your product is back ordered, Efloors.com will...
notify you immediately and will provide timely updates as they become available. Efloors.com provided updates via email and voicemail in regards to the status of the merchandise purchased. In efforts of resolving this case, Efloors.com will accept this return of 30 cartons of: Daltile Rittenhouse Square: Modular White Semi-Gloss 3" x 6" Ceramic Tile K10136MOD1P4. We kindly as Sarita [redacted] to contact the Efloors.com Customer Service team to obtain return authorization for this merchandise.Best regards,Efloors.com
The below message was submitted to the Revdex.com portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am. To Whom It May Concern: We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted]. You may track your shipment on www.[redacted].com. Please do not hesitate to contact us should we be of further service. Best regards,[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
The moment Efloors learned of the mistake in shipment to Ms. [redacted], Efloors issued a UPS call tag for return...
shipment. UPS was unsuccessful in three attempts of picking up the merchandise delivered to Ms. [redacted], advising the merchandise was not ready for pick up. Nonetheless, on September 8, 2015, the merchandise was received back into the Efloors warehouse for return. On September 8, 2015 at 2:26PM Ms. [redacted] received a full refund for $205.70. Transaction ID: XXXXXXXXXX. Please advise if we can be of any further service.
Best regards,
Efloors.com
Initial Business Response /* (1000, 6, 2015/10/16) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
To Whom It May Concern:
Ms. [redacted]'s claims are false. She was contacted immediately via email, and refunded on September 18, 0215:...
prior to the date of this case. Ms. [redacted]'s refund was issued in accordance to our published return policy on our website. Please do not hesitate to contact us with any further questions.
Best regards,
Efloors.com
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is as follows:
1.The conversations were nothing more than false promises by efloors of a refund 2 weeks prior and still nothing. They never responded quickly it wasn't until I told them that I had filed a complaint with the Revdex.com did they actually start looking into my return which I returned a month prior.
2. I did finally receive a refund but it was less than we had discussed. Brittany had told me she also would accept the returning of the 2 pails of the glue we purchased because of all the inconveniences I was experiencing with them. I returned the glue and did not receive any money for them. When I called them about that, a women told me she would ask Brittany and let me know. I never received a call back, as usual, and the refund went threw without the addition of the glue. I called AGAIN and the women said oh Brittany forgot to add that in the total and that she would look into that. Brittany finally emailed me she had to make sure it was refundable after she had told me she would accept it as a return from me a month prior.
3. Up until today they(efloors)has an extra case of flooring and 2 pails of glue that I had returned and still have not received any refund for any of them. I am pretty sure that is considered STEALING. I rightfully deserve a REFUND for them, as well.
4. Check all the phone calls and emails I had made to them and see what was promised if they so call want to call these all false accusations.
Dear Ms. [redacted]:We sincerely apologize for the delay
with your replacement shipment.
Unfortunately the merchandise is still in production with the
manufacturer. The material that was
initially available for shipment was found to be defective, and certainly not
released...
for shipment. Efloors
communicated this delay to you by leaving a voicemail on October 13, 2015 at
8:49AM. The molding pieces are scheduled
to complete production on December 16, 2015 at which point we will promptly move
the order into shipment to you. Efloors
will overnight the pieces at no additional charge. Efloors will provide tracking information via
email as soon as it becomes available.Best regards,Efloors.com
Complaint: [redacted]
I am rejecting this response because:I never received anything at all. I was calling the correct number. As I noted in my prior email, I did not receive any of the flooring samples I ordered so I purchased flooring from another company. I am requesting a refund. Samples are useless to me now.My name is not Ms[redacted].
Sincerely,
L [redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
Dear [redacted]: We at Efloors pride ourselves in our ability to satisfy each of our valued customers. At times, products become...
backordered, and take a bit longer than we anticipate to ship. Our website advertises: TYPICALLY ships next business day. In the unlikely event your product is backordered, you are immediately informed via email. As you requested, we also immediately refunded your payment after you decided against waiting the minimal backordered timeframe. Please contact us should we be of further service.
Best regards,
Efloors.com
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: [redacted]
Contact Email: b[redacted]@efloors.com
Dear Lara,
We at Efloors utilize the most reputable freight carriers to ensure the safe delivery of your order. In the rare case...
of an incomplete delivery, we ask that you allow 48-72 for the freight carrier to conduct a "tracer" on the missing product(s). As indicated in our shipping policy, linked here: http://www.efloors.com/shipping-policy.aspx, if the merchandise is not located within this specified time frame, Efloors promptly ships replacement merchandise and processes a loss claim internally. As promised, on Monday, July 20th, a replacement order has been processed against your order. The merchandise is shipping directly to you via expedited UPS services for delivery by the end of the week. An email was sent to you with your tracking information. Please contact us should we be of further service. We can be reached by calling toll free at 1-[redacted].
Best regards, Efloors.com
To Whom It May Concern:At Efloors.com, we want our customers to be satisfied with their purchase. As such, we allow our customers to return any merchandise that they are not happy with. As published on our website, returns are subject to the actual non-promotional shipping costs of the...
original shipment, any return shipping charges, and a 20% restock fee - linked here: www.efloors.com/refund-policy.aspx. Attached to this case you will find the email correspondence between Efloors.com and Ms. [redacted]. Efloors outlined the charges associated with the return, in which Ms. [redacted] replied and requested that the return be cancelled, and advised she is going to keep the flooring. As such, as ask that this case be closed as resolved. Best regards, Efloors.com
Initial Business Response /* (1000, 6, 2015/08/21) */
Contact Name and Title: [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it may concern:
Ms. [redacted] has been issued a refund of $786.30.
Ms. [redacted] contacted Efloors on August 4th...
advising that she did not like the tile she received. As such, Efloors submitted an authorization request to our returns department for approval and costs associated it the return. As published in our return policy (linked here: http://www.efloors.com/refund-policy.aspx), Ms. [redacted] was informed of the 20% restock fee and shipping charges that apply to her return. Efloors left voicemails on both 8/4 and 8/6 providing Ms. [redacted] with this information and did not receive any further communication until 8/10. Due to the circumstances, Efloors agreed to waive the 20% restock fee and scheduled the pick up for 8/11. The returned merchandise was received into the Efloors warehouse on 8/18. As promised, Efloors has issued a refund of $786.30 to Ms. [redacted]. Please let us know if we can be of further service.
Best regards,
Efloors.com
Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: [redacted], **
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
Due to the delay, Ms. [redacted] has been issued a full refund for her purchase. Ms. [redacted] has been informed...
of this resolution and is satisfied.
Best regards,
Efloors.com
Dear Ms[redacted]: At Efloors.com we pride ourselves on customer satisfaction. We have a fully staffed call center readily available to assist our customers via telephone and live chat. We apologize that you have experienced difficulties in contacting us. Please verify that you...
are calling 1-888-522-5456. We would like to inform you that your samples delivered to you on December 7, 2016 at 10:44AM. You may track and verify your shipment via Fed Ex tracking [redacted]. You may also follow the link provided below:https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted]We will gladly process a no charge replacement order for you should you wish. Please contact us so that we may further assist you. Best regards,Efloors.com
To Whom it May Concern: Although Efloors has acted in accordance with all published policies provided to our customers at the time of order and within their receipt email, Efloors has granted a return for the two molding pieces shipped to Ms. Nichols. Upon receipt of the returned...
merchandise, a refund will be promptly issued back in the form of original payment. Our returns address is provided below. Please label the return with [redacted].Efloors Returns Department[redacted]
[redacted] Best regards,Efloors.com
To Whom It May Concern:We at Efloors process all orders within the following business day. The merchandise purchased was advertised on our website as "Typically Ships in 5-7 business days". As noted on our website, in the unlikely event that your product is back ordered, Efloors.com will...
notify you immediately and will provide timely updates as they become available. Efloors.com provided updates via email and voicemail in regards to the status of the merchandise purchased. In efforts of resolving this case, Efloors.com will accept this return of 30 cartons of: Daltile Rittenhouse Square: Modular White Semi-Gloss 3" x 6" Ceramic Tile K10136MOD1P4. We kindly as Sarita [redacted] to contact the Efloors.com Customer Service team to obtain return authorization for this merchandise.Best regards,Efloors.com
The below message was submitted to the Revdex.com portal, as well as directly emailed to Jennifer Daughtry on 12/28/2015 at 3:34PM. The replacement shipment delivered to the customer on 12/31/2015 at 11:21am. To Whom It May Concern: We truly apologize for the mis-shipment. The manufacturer has acknowledged their mistake and has express shipped replacements via [redacted]. You may track your shipment on www.[redacted].com. Please do not hesitate to contact us should we be of further service. Best regards,[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: Brittaney [redacted], VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@efloors.com
To Whom it May Concern:
The moment Efloors learned of the mistake in shipment to Ms. [redacted], Efloors issued a UPS call tag for return...
shipment. UPS was unsuccessful in three attempts of picking up the merchandise delivered to Ms. [redacted], advising the merchandise was not ready for pick up. Nonetheless, on September 8, 2015, the merchandise was received back into the Efloors warehouse for return. On September 8, 2015 at 2:26PM Ms. [redacted] received a full refund for $205.70. Transaction ID: XXXXXXXXXX. Please advise if we can be of any further service.
Best regards,
Efloors.com