Riverview Carpet & Flooring

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.***,The following is my response to Riverview flooring's statement.I realize that a person feeling pressured to buy a product is often times a matter of one person's word against another'sIf they claim they did not pressure me to buy more flooring than necessary, then that is my word against theirs, but that is how I felt about the saleI felt pressured.Aside from feeling pressured to buy, let’s not forget that my order was incorrectThe sketch they speak of was a joke and does not clearly depict how my flooring would lookIf they weren't clear on what I wanted, they should have done more to clarify before ordering.I realize that the manufacturer is a third party involved here and that the $fee was coming from them, but since Riverview Flooring got my order wrong, I felt they should have offered to pay this, which they did notThey can't right this with me by offering to pay the fee, however, because even without the fee, the pieces of flooring I would require to make this floor look like I was led to believe it would, cost too much money that I cannot afford to payI expected a floor with a border inset throughout and I only received the border inset for one roomThese are rather expensive pieces and had I known what the true cost of the floor would be, I would not have ordered ItTherefor l do not want it any longer.I also believe the merchant had an obligation to make me aware of the fact that this was not returnable and subject to restocking feesThey did not do this by telling me, printing it on the receipt, or posting it in the store, therefore, I think I should be able to return it for a full refund[redacted] *** and [redacted] ID [redacted]

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.[redacted],The following is my response to Riverview flooring's statement.I realize that a person feeling pressured to buy a product is often times a matter of one person's word against another's. If they claim they did not pressure me to buy more flooring than necessary, then that is my word against theirs, but that is how I felt about the sale. I felt pressured.Aside from feeling pressured to buy, let’s not forget that my order was incorrect. The sketch they speak of was a joke and does not clearly depict how my flooring would look. If they weren't clear on what I wanted, they should have done more to clarify before ordering.I realize that the manufacturer is a third party involved here and that the $200 fee was coming from them, but since Riverview Flooring got my order wrong, I felt they should have offered to pay this, which they did not. They can't right this with me by offering to pay the fee, however, because even without the fee, the pieces of flooring I would require to make this floor look like I was led to believe it would, cost too much money that I cannot afford to pay. I expected a floor with a border inset throughout and I only received the border inset for one room. These are rather expensive pieces and had I known what the true cost of the floor would be, I would not have ordered It. Therefor l do not want it any longer.I also believe the merchant had an obligation to make me aware of the fact that this was not returnable and subject to restocking fees. They did not do this by telling me, printing it on the receipt, or posting it in the store, therefore, I think I should be able to return it for a full refund.[redacted] and [redacted] ID [redacted]

From: [redacted]Sent: Friday, February 13, 2015 3:45 PMTo: [redacted]Subject: Re: Complaint ID [redacted], Thank You for bringing this to my attention. I would like to answer by item.#1 Pressured. We never pressure anyone. we say to almost every customer...

“we do not pressure you. You are under enough pressure making money, you should not be under pressure spending it.#2 Extra material. Customer brought in her measurements and we drew out a sketch based on her measurements of the areas and layout. When a job is extremely close to the full carton measurementswe may recommend they buy the next box up (1 additional carton) unless there are areas they can skimp (closets, behind appliances etc.) We do not sell product just to sell product. We don’t advertise and we continue to grow due to the way we treat our customers.Customer ordered the material with a special order border inset with corners for her stated pattern on October 25th, 2014. I explained the additional cost involved for custom and explained it could take several weeks due to the custom border part of the order. Customer agreed to that and gave me a deposit with her discover card. Customer contacted us on October 11th wishing to change the custom order. After checking with the mill we were told the material is already made and in transit. We explained this to customer. She then asked if we would give her a price on the installation since something happened with the person that was to install it for her. We set up an appointment on November 21 at 1 pm and measured. Our salesman emailed her a quote on November 26th for a new subfloor with modifications to the main entry subfloor to achieve a level and smooth surface. For removing and reinstalling shoe molding, refrigerator, stove and toilet. for new cove base, cutting basement door and transition strips at doorways and basement steps and installing the material with an inset. She decided to have her own installer do it.Customer arrived on December 19th to pick up the material with a gentleman to discuss her installation. During the discussion she explained she wanted the inset border different from what we had originally ordered. I brought out the paper with the rough drawing we had used to determine quantities originally. I explained we could have more corners made but again since it is a custom border (not one of their stock borders) that a $200.00 fee (theirs not ours) would be charged.  We called to ask them to waive it but they wouldn’t. We looked at other designs she could incorporate into the floor with the number of corners she already had. She said she would consider it and go from there. At that time we loaded up her vehicle with all of the material she had ordered and she paid the balance by check.On January 10th I received notice of a fraudulent charge on customer’s Discover card. We sent them a copy of the invoice as well as a signed copy of the credit card receipt and were later told there was no problem.Her original order from her measurements was for 11 cartons (1 carton above the net measurements.) If customer has 1 or 2 of these cartons left unopened I am willing to take them back for a full refund, one time, for the one or 2 cartons.

Review: I was pressured into ordering more flooring than what I needed for the job because they told me that it was good to have a lot extra. they never told me it would not be returnable and the part of my order that is returnable is subject to a restocking fee. This wasnt printed on my sales slip or posted anywhere in the store. In addition to that when my flooring arrived it was not the design I had asked for and I was told that they could get more of the border pieces I needed to make it how we had discussed, but it would cost me a couple hundred more. at this point told them it was taking too long, getting too expensive and that I didnt want the floor anymore because of this. Only then, was I informed of their (non)return policy.Desired Settlement: A full refund for returned flooring.

Business

Response:

From: [redacted]