Rubber Flooring

[redacted] placed his order with Kendyl on 5/13 for Jamboree tiles in red and black. The 38 black shipped out of TN on YRC and The 72 Red shipped out of TN on FEF The red tiles delivered to customer on 5/20 signed for by [redacted] - [redacted] called in on 05/23 to advise the tiles delivered in open...

boxes and the colors are incorrect. Christi sent email for pictures of the tiles. Received the pics on 5/24 she requested picture of the sample so we can review the difference. He refused the black tiles shipped by YRC as the wrong color. Christi advised that he will be responsible for original and return shipping costs on the refused order and the red tiles are a standard return and he would be responsible for return shipping. On 5/31 he sent an email to Christi that the sample he purchased was actually from [redacted] and not from us. On 6/1 Christi sent him an email that the order is a standard return because although the order does not match his samples it was the correct color of our products. On 6/6 we offered to remove the restocking fees as a courtesy to assist the customer but on 6/10 he called in again asking us to ship this back on our account and we declined as this is standard return, He returned the order of red and was given credit 06/21 and is questioning the math on the credit - 3287.42 total order minus original shipping 979.65 -refusal of black tiles 365.73 = 2921.69 refund is correct. He is now complaining to Revdex.com that he has been charged $1825.00 but in reviewing math again he was only charged orig shipping fee and refusal fee together they total 1345.38

Our customer's initial issue was 2 fold a. that the tiles did not match up with his previous tiles and b. the thickness of the tiles. We requested pictures of the tiles and the product the customer ordered 1/2" designer soft tiles have a 11mm nominal thickness range. Meaning that these tiles can...

vary in thickness by 2mm. This is specified on our site. This is normal with foam products. We received photos of tiles shown with the measuring tape from our customer and confirmed this is within the variance. [redacted], his wife called at this time and advised that the original tiles were not from our sites - this solved one of the initial problems because if the original tiles were not from our site we would not be able to match them. We offered that the customer can return the product if she is unhappy with it she would be responsible for the return shipping, and if returned withing 30 days she would receive a full refund of her order with no restocking fees, all of which she accepted and we sent an email with return instructions. At this time Ian then emailed back in to advise he did not agree with our return policy. Our return policy states that our customer can return the product back for a full refund under our Money Back Guarantee if returned within 30 days from the time they receive the order. However the customer is responsible for shipping the product back. Also stated on our site. We have continually answered any questions the customer has posed to us and have offered to assist in finding him a different product at a higher discount if he would like and he declined. We have decided in the interest of ensuring our customer has the right product, we will either pick up the tiles at no cost to the customer. We sincerely hope this solves the customer's challenges with this product and allows our customer to find a product that better suites their needs at the same time ensuring the product meets the specifications needed.

Thank you for your response. [redacted] will ensure you receive a credit for your shipping costs.

We are working with our customer to address and resolve this complaint. To date we have received pictures of the "dented" tiles. Our next step is to confirm the application of the tiles and to ensure no heavy furniture, animals, accessories and/or high heels have been on the tiles,...

as these will damage the tiles. In the meantime I have included a full description of the this product characteristics and we plan to work with our customer to complete resolution. Our intent here is to replace the tiles with a sturdierproduct or full refund: Description -Our 1/2” thick designer soft tiles offer an attractive interlocking foam tile that is available in modern color options designed to match today's fashions. These designer series soft tiles are a premium grade foam tile flooring that has a "softer" than normal surface texture. The extra soft feel makes these tiles perfect for use as baby play mats and kids play room flooring. Each tile includes two detachable edge pieces to help make assembly and/or installation a snap. In addition, each tile is reversible and can be flipped over if another color is desired. Note: Foam products can be punctured by sharp animal nails, rough use, high heels, and moving furniture. Material – Closed cell EVA foam Size – 2' x 2'. Colors – Available in 6 popular colors. Thickness – 1/2 Inch nominal (~11mm) Weight – Each tile weighs approximately 0.75 Lbs. Recommended Uses – Soft Tiles have been used successfully in home exercise gyms, as inexpensive trade show exhibit flooring, as kids daycare flooring in schools and churches, and day care centers for kid’s play mats, as a fun alternative to carpet in kids bedrooms, in yoga and Pilates studios, and in a variety of other locations where an interlocking foam matting would be useful to provide cushion underfoot. We will reach out to our customer to resolve this complaint in the next business day. Thank you

[redacted] contacted us to review the issues he is having with his Nitro Rolls. We have worked with him to get pictures and review for defect. The rolls are separating due to improper installation. We have offered to provide glue to assist with a more permanent install and customer has accepted.

Rubber Flooring Inc continues to evade the issue of my complaint. I have not ever said the tiles were defective. I have never asked for Rubber Flooring Inc. to mitigate or eliminate the efflorescence problem. My one and only complaint is and has always been that they gave me false and misleading information at the time of sale. I would not have made the purchase had I known the truth. They now claim the exact opposite of what I was told when I purchased the tiles.
Their failure to respond to my complaint and their failure to make scheduled phone meetings are at the core of the problem in dealing with this company.
Since I filed the complaint with Revdex.com and I suspect only because of the complaint, Rubber Flooring Inc. rep Sean C[redacted] did place a phone call to my home shortly after I received their response to my complaint through Revdex.com. I was not available to take his call and will not be making a return call. Rubber Flooring Inc. has yet to offer a satisfactory resolution. I am reluctant to conduct further negotiations over the phone since I cannot ever be sure they are understanding the true nature of my complaint. I would be open to a counter offer but lacking that I have no need to discuss this further with them.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regardless of your exclusions, which are not listed anywhere on your website (Can you please explain where these exclusions are listed?), at the point that you make an offer and take my money you have entered into a contract, that fact is founded in case law across this county.  You chose to break a contract, if you were in ** State it would simply be a case of taking you to small claims court, and it would be a simple win for me as there is case history to back up my position, as you are in ** I have no choice but to accept the fact that as a company you willingly break contracts and use false advertising.  In order to satisfy this complaint with the Revdex.com, you should either remove your price match guarantee from your website, or list the exclusions just as large as you list you 20% match.

Regards,

a) I do not see the credit.
b) The supervisor, after receiving my initial complaint from the Revdex.com, called me.  I said I'd be willin to buy those still if they would provide free shipping for the 4+ hours I spent dealing with this. 
As seemingly very standard course of business practice for them they never got back to me. There has been no attempt at mend the issue.  No concerted effort to make things right.

bought carpet tile online by looking at the Revdex.com rating etc. I paid and received a confirmation. next day received an email from the company asking for another 65% payment on the order and saying they discounted. They say the price was wrong and the order is cancelled because I refused to pay another 65% upcharge on the order. Beware of this business

Mr [redacted] was credited his full order amount on 09/12 with Transaction [redacted] has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: [redacted] Payment Method: XXXX7557 Amount: USD (851.20) Customer Name: [redacted] - Then has been unwilling to accept a larger credit on a new order and will only settle for a order with free shipping. The Revdex.com closed this dispute as resolved on 10/03 and now the customer has disputed again.

Before you order flooring from this company, be very careful and document all contacts.

I initially went to their website and found two carpets that I liked. I called and spoke to a sales rep who mailed two samples to me.

Then the fiasco began. I had several conversations with the rep about one of the samples, "Upscale-Camel". My builder also called and discussed the shipping date for the oder. When I then called to pay over the phone, I was told that I would receive an email confirmation. I never received one.

The carpet was late which caused a scheduling problem with the installer. Then, when the carpet arrived, it was shrink wrapped on a pallet and the shipper dropped it on the driveway and refused to set it inside. It was snowing and I was unable to see the carpet until I moved the boxes inside.

When I opened the shipment, I immediately called and advised the customer service person that the carpet was wrong. They delivered "Upshot-Camel", not "Upscale-Camel" as ordered.

They have refused to replace the wrong product with the correct one. Now, they are sending some, not all, of the recorded phone calls which only prove that the wrong carpet was shipped.

They try to say that black is white, and white is black. They do not return calls. They do not send paperwork. They do not keep their commitments. They do not correct their mistakes and they do not care about their customers.

The only part of my order that they did a good job on, was taking payment. They blame their shippers and their customers for their own errors and I will never do business with them again.

Customer placed his order on 8/24/2016. He wanted to utilize his own freight truck and provided his own BOL. The product he ordered is part of a Quik Ship program but...

unfortunately the program is only applicable when we utilize our production facilities freight trucks. We reached out to the customer to let him know that his order would not ship within the Quik Ship lead time and he decided that he wanted to cancel the order. We proceeded with the cancellation and refunded the customer in full. We apologize that this transaction did not go smoothly for the customer but don't feel that there was any alternative resolution to this situation.

I am happy to have this response but I do not consider this matter closed until I see that refund. I have not seen that refund as of yet. When they do refund me I will be glad to revise this. 

Regards,

Buyer beware! Interesting business practices from this company...here is my story:

I needed 1500 sq ft of rubber flooring and came across the company online. The prices were very, very competitive so I had them send me a sample of what I needed. The sample was fantastic! Great feel, sturdy, and color (black "confetti" rubber). I went ahead and ordered the 1500 sq ft of it and was a little concerned with the shipping costs. I tried to get in touch with the customer service to understand why shipping was so high and see if I could use set up my own, cheaper shipping (I use freight often for business). The customer service rep was no help other than letting me know it costs a lot because it is shipping from Missouri out to California. Made enough sense to me, the price was still pretty good and I loved the material, so I went ahead and ordered it.

A week later, a truck shows up to deliver it, and my satisfaction immediately declines. It was freighted from 60 miles away. I payed 30% of my entire order of 1500 sq ft of flooring to have it shipped across the country and it came from 60 miles away. To add insult to injury, the material is not at all the same. It has NO colored specks like the sample I got, and would consider it far from "confetti". It is significantly thinner and I'm not sure it will hold up for my installation. It doesn't even have any rubberflooringinc branding or labeling on it, it's coming from an entirely different company that I assume they outsource some orders to.

To sum it up, I way overpaid for shipping based on misinformation via customer service, and ended up getting an entirely different product from what they sent me a sample of. I'm not sure if this product will do the job - it certainly won't be as effective as the sample product would be. I will attach photos of both the sample and the final product in the near future.

I installed the 6.5mm Coin Flex - Designer Series tiles in my garage. Service and delivery was very good. The quality of the tile is great. I worked out a pattern that worked well with the colors and style of the house and the vehicles that I keep in the garage. Tiles were ease to install and the feel under-foot met my expectations. This is a more expensive tile, but I really like the tight interlocking seams, and ease of cleaning.

[redacted] placed his order with Kendyl on 5/13 for Jamboree tiles in red and black. The 38 black shipped out of TN on YRC and...

The 72 Red shipped out of TN on FEF The red tiles delivered to customer on 5/20 signed for by [redacted] - [redacted] called in on 05/23 to advise the tiles delivered in open boxes and the colors are incorrect. Christi sent email for pictures of the tiles. Received the pics on 5/24 she requested picture of the sample so we can review the difference. He refused the black tiles shipped by YRC as the wrong color. Christi advised that he will be responsible for original and return shipping costs on the refused order and the red tiles are a standard return and he would be responsible for return shipping. On 5/31 he sent an email to Christi that the sample he purchased was actually from [redacted] and not from us. On 6/1 Christi sent him an email that the order is a standard return because although the order does not match his samples it was the correct color of our products. On 6/6 we offered to remove the restocking fees as a courtesy to assist the customer but on 6/10 he called in again asking us to ship this back on our account and we declined as this is standard return, He returned the order of red and was given credit 06/21 and is questioning the math on the credit - 3287.42 total order minus original shipping 979.65 -refusal of black tiles 365.73 = 2921.69 refund is correct. He is now complaining to Revdex.com that he has been charged $1825.00 but in reviewing math again he was only charged orig shipping fee and refusal fee together they total 1345.38

We are and continue to be very open and willing to work towards a solution with this customer. We were not aware of the Revdex.com compliant when Mr. C[redacted] contacted the customer. At this time we have no additional information to grant our customer a full refund. Customer advises/claims that our Flooring Representative Whitney E[redacted] offered this product a solution for his problem. From information the customer shared with us, he was not aware of the exact nature of the problem or what was causing the problems with hos sub-floor when he contacted us. Our research and testing revealed the exact nature of the problem.
As, Mr C[redacted] has not had an opportunity to speak to the customer to find out what the exact problem was when the tiles were purchased it is very difficult to explore any further options to assist with a resolution.
At this time, we are issuing a credit in the amount of $1165.30. This refund is based on discussions with Director of operations at Rubberflorringinc.com and our customer. The decision to refund is a good faith attempt due to any confusion on the functionality of the flooring and refund amount is based an annual 20% deprecation rate of 1 year and 7 months, where the flooring was installed and used with no challenges. The customer advised after that time frame the ‘efflorescence”’ began to seep through the seams of the interlocking tiles and resulted in the appearance challenges he believed would not occur with this flooring. Our customer will also retain the tiles including the 24 new tiles we sent to him to replace the 12 tiles sent to us for testing. which showed no evidence of defective integrity.  We continue to stay engaged and are open to further partnering with our customer to provide any additional information which may impact the current decision.

We have been in contact with our customer and we have offered replacement tiles at no charge to replace the tiles where the peeling is occuring, also to upgrade her to a different product to better suite her applicaton. Our most recent conversation was with h her bank based on a dispute she filed...

and we advised we are attempting to reslove with pur customer. Customer is demanding a full refund for the entire floor as she believes this issue may occur with the remaining floor. We have advised we wil lreplace the entire floor is that is the case and again she refused any solution other than a full credit and keeping the flooring. We are continuing to reach out to the customer to resolve this problem.

Thanks for your responds to my review of the product I purchased, I'm very pleased with your help about the product and happy with the results.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted]  I was contacted by rubber form and was told they would not repay for my shipping. I have sent a email copy of my receipts to [redacted] if the company will refund my shipping cost then that would resolve my complaint.

Regards,[redacted]