Rubber Flooring

I never received a breakdown of my shipping cost, as business states, attached are the correspondence from myself and the business. I asked the company to charge the shipping fee on their account as the cost is much less and deduct it from the refund. Email will clearly state so. The way it was delivered was exactly the way I sent he pictures and notified them of this. I received the "red" tiles , the black tiles were never shipped to my house and I refused the shipping, I was called to schedule shipping of the black tiles, and I refused to schedule. The red tiles were the only tiles shipped to my house. If it was never shipped out from whomever their vendor is, why am I being billed for returning that. That is their responsibility, that is the cost  of doing business as much as it is a cost for me to ship what was delivered to my house. I mentioned that I ordered samples from rubbercal that the color they shipped is the same as "Terra Cotta", the picture advertised online as "red" tiles was not the same color delivered.

Andrea Simmons from foam tiles provided the best customer service and exceeded my expectations. She was helpful, knowledgeable, courteous, very friendly and was able to resolve my issues. I would definitely recommend foam tiles to my family and friends.

As I communicated in my complaint, the company has followed up consistently and the reps have been friendly. The issue has been that when they called and emailed they didn't have any answers/solutions. It took the company nearly 5 weeks to finally communicate that tiles were not in stock, and even then it took another 4 calls/emails for them to provide a ship date. The 1st date provided was 4/14, later that date was revised to 4/24. The assertion that I rejected other offers is entirely without merit, the only possible option was to replace the tiles...no other offers were made.I received the replacement tiles today. That is all I was asking for and I believe this issue is resolved.

Regards,[redacted]

We have contacted our customer and requested they send us a receipt for the shipping he paid to ship back to us to provide a courtesy refund. This product our customer purchased, is an economy tile and does have nominal standard deviations as described on the product page our customer accessed to...

purchase these tiles. We offer these tiles to our customers at highly discounted rates due to the fact that there may be some minor imperfections, color variances and standard deviation on thickness up to -11mm. We will continue to work with our customer towards complete satisfaction.

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

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.

RUBBER FLOORING makes quality products. It is even better than advertised. 1st, it shipped & arrived on time. Rubber tiles were packaged in strong boxes, but easy to open. 2nd, the tiles are flexible, strong, and extremely easy to install. If using over concrete, walking on them is very comfortable as tiles "give" just enough to cushion your step. 3rd, I didn't get enough of the "edging" ... and upon calling them, they shipped it FAST & I got it 2 days after talking by phone. LASTLY, the business makes you feel like you are part of their family and honestly appreciate your business. If you want to make your garage really nice, consider this product.

On 8/8/2015. Our customer Hop Pham placed and "unassisted" online order for  12 Red/Blue 7/8" [redacted]s. On 8/17 customer contacted Customer Support to advise the may was "too dense" and would like to return. We advised of 30 day money back guarantee, however if the product is not defective or...

incorrect, return shipping is the customer's responsibility. Here are the details from our Websites about the guarantee:30 Day Money Back Guarantee[redacted] family is elated to announce we now offer a 30-Day Money Back Guarantee to all of our customers in the United States and in Canada. This guarantee not only ensures your complete satisfaction, it provides a simple step by step process for you to return your order. You may return your product for any reason within 30 days of delivery and get a full refund. We make this super easy for you and here is all you need to do:The product must be returned in the same condition as when it arrived to you.The product must not have been installed, removed and then returned.Contact us to retrieve a RMA (Return Merchandise Authorization) number and return address.Contact the shipping company of your choice to schedule pick up and shipping. You are responsible for all return shipping costs.After we have received your product and completed a quality inspection, we will immediately process your refund. This guarantee applies to all of our [redacted] family of products. Please contact us at [redacted] or through CHAT or Email, to speak with a friendly customer support advocate, who will be more than happy to assist you. **On custom made or special order products, this policy does not apply, unless the product is defective. These are specialized orders made to order. Unapproved returns may be refused upon delivery resulting in you to incur additional fees and return shipping costs.The inherent characteristics of flooring allow for some expansion and contraction and color shades may slightly vary. Due to this, we cannot accept returns for color and thickness variations unless the flooring is off more than 1 mm in thickness or if colors are substantially different. Returns over 30 days may incur up to a 20% restocking fee. With that said, we are always committed to your complete satisfaction, so please contact us at [redacted] or through CHAT or Email, to speak with a friendly customer support advocate, who will be more than happy to explain your options with you.[redacted] Website link to 30 day money back guarantee: [redacted]On 8/19 customer called back in to advise he will not return the order as the return shipping costs were too "high". We received a review from the customer as follows:" These mats were advertized as "[redacted]s", but they cannot be used for this purpose. I bought 12 pieces for a 9X12 space. The density is too hard and you will break your neck/back if you use it for any ground type martial arts (or gymnastics for that matter). Its too stiff for even grappling/wrestling. Needless to say, throws and takedowns will likely send you to the hospital. I'm very disappointed also that its not even worth me returning it. RubberflooringInc will refund your money back but you have to pay for return shipping, which I don't mind, but the shipping for UPS and [redacted] came out to be ~$150. $150 for mats that cost $210??? I ended up having to keep these unusable mats. RubberFlooringInc refused to make any accommodations, saying that there's nothing they can do about it, that I should try to sell the mats on ebay to recoup some of my money. Though the sales rep ([redacted]) was very nice, there was nothing she could do. I feel that this is false advertizing in regards to the intended purpose of these mats, and bad business practice for this company to refuse taking any responsibility. For those looking for MMA/[redacted]/Jiujitsu mats, don't buy these. I would spend a little more to get quality usable [redacted]/mma mats elsewhere." "On 8/21 our Customer Support case manager contacted and offered to pick up the product as an "extended courtesy" due to his experience with the mats. the customer. We have assisted account customer, picked up the original order and refunded the order in full. Please see below recent history on the account:08/28/2015 12:23AccountingCustomer RefundTransaction [redacted] has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (206.32) Customer Name: [redacted]08/28/2015 12:02AccountingTask Assigned[redacted].. please refund 206.32... 7/7 [redacted] 12 in red/blue returned to stock.lflorea08/24/2015 11:07Case ManagementOB Call/EmailHi [redacted], It is my pleasure to assist you with your return. I have scheduled the pick up for Wed 8/26. Please print out the attached labels and tape to the outside of the boxes. [redacted] will be by to pick them up between 8AM - 6PM. Please have the boxes sitting out by your front door. If you would be so kind to update your reviews, I would be grateful to know how my customer service was for you. Please let me know if I can assist you further. Thank youAt this time we consider the matter resolved. Please advise if there is any outstanding challenges with our customer order.

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.

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.

I do not currently have a phone and have responded to your email with no response back

Regards,

I ordered 6 – 4’ X 25’ rolls of the 8mm pre-cut bright red 10% rubber from Rubber Flooring Inc. The ordering process was very simple, with immediate feedback of the order confirmation. They also provided a very timely response with the shipment and tracking information. I was very satisfied with the appearance and quality of the rubber. There was a dimensional issue with the width of the product where the material varied outside the manufacturers specifications. This led to a very challenging installation process and less than perfect result. However, my hat comes off to Kristi B[redacted] at Rubber Flooring Inc who worked diligently with the manufacturer to resolve the issue. Kristi is the epitome of what customer service should be. She addressed my concern of a substandard quality product, resolving the issue with timeliness and professionalism.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

The only other matter I find unresolved is the company's suppression of negative reviews (including mine) that misleads consumers.

Regards,

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.

On 5/29 we called and send the following email to customers email address ( [redacted] ): Hello [redacted], I hope your day is going well. I just called your number ( [redacted] ) the number is no longer in service. I wanted to find out when is a good time and number to call you, in regards to your order. I look forward to hearing from you. Thank you! [redacted]

On 6/2/2014, we again send the following email: Hello [redacted], My name is [redacted] and I am one of the case managers. I see that currently you don't have a phone. Are you able to take some photos and attach them to this email. I would be able to process this claim and see what we are able to do for you and set the expectations and options. I look forward to hearing from you.

On 6/3/2014, we sent another email: We forwarded the email on 6/2/2014 from your case manager [redacted] and we are awaiting your response. We understand you don't have access to a phone at this time, please review your emails and send a response at your earliest convenience we are anxious to provide you with the level of service we have provided in the past.

Great company to do business with. Ordered Graphite Nitro Tiles and Edges on 10/17 and they were delivered quickly on 10/20 and installed the same day. Installation was a "Snap". The shipment was missing the edges that were ordered so I immediately notified the company of the shortage who immediately contacted me by email. Corresponded with Christi B[redacted] in Customer Service who immediately checked into the problem and had replacements sent by [redacted] on 10/25. These were received on 10/27 and immediately installed. Thanks Christi for a great experience with your company.

Amazing Customer Service! Every time I called in each person I spoke with was very friendly and easy to work with. I have ordered some samples and looking forward to getting my home gym project completed.

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.That statement is untrue.  The only "resolution" I have received from them is they sent me 4 tiles of the same product.  I have not received any communication about replacing the product with a different product or a refund.  They can call me at [redacted] to send me samples of a different product.   No furniture, animals or high heels have been on the product.  Just my children, their toys & my family.

Regards,

I couldn't be happier with the Diamond Nitro flooring I ordered. My order was received within a few days. It looks great and I won't have to worry about falling on my super slick (when wet) garage floor.

Christi Best was there 100% there for me when the shipment was delivered wrong and then the right shipment came but one case of flooring was missing but she stuck with it and found the missing case. I am planning on ordering all my molding from Flooring Inc. when the time comes for that. Thanks again Christi for all of your support.

We have issued refund in the amount of $231.27 and we have also extended an additional discount to the customer due to shipping challenges with FedEx.