Rubber Flooring

We have agreed to replace the tiles and we are awaiting the manufacturing of the tiles to send to the customer.  Lead times were extended due to these tiles being out of stock from higher than normal demand. We communicated to the customer the challenges we are experiencing...

with this particular product and offered alternate solutions which were rejected. We are making every effort to get the tiles to the customer ASAP.  Please note the multiple communication dates, times and methods to advise of status and our efforts to get these out to the customer asap:3/24 - phone call and email3/26 - phone call and email 3/27 - phone call and email4/1 - phone call and email 4/3 - phone call and email 4/8 - phone call and email4/10 - phone call and email We are continuing to pursue the most expeditious resolution for our customer and we last communicated to our customer that the replacement tiles will be shipped on 4/24 and these will be send expedited shipping to the customer, at no cost off course. We will again reach out to our customer to advise of current status and to find out if there is anything else we may do to accommodate this inconvenience.

I used rubber flooring in my basement playroom and couldn't be happier! The all around experience was top notch! Free samples are available and I recommend them. Quality product! You won't be sorry!

I called customer [redacted] this morning and he is requesting we credit the cost of the return shipping on his black tiles as they were never delivered to his home.
 
I explained that the shipping cost he paid originally covers the cost of shipping from production to hub and anything past that is part of our contract with the carrier. The charges are what we have been billed by the carrier to return the order from the delivering terminal back to the production facility (New York to Pennsylvania).
 
He is disputing that charge at this time. I have requested the receipt for the $1800.00 in shipping fees that our customer claims to have paid in return shipping on his red tiles. We have requested that in order to determine the outlay of customers funds. We are very open to continue working with the customer to resolve this issue.

We have been in contact the customer up to 4/15/2015. Our customer experience manager Kanar has been in contact with the recipient [redacted] and we are working with her to replace the tiles at no cost to the customer with a better product more ideally suited for the the customer's application. We will attempt to contact the billing address party ([redacted]) to better understand the customer's needs. We are surprised to find this response and believes response may be from the billing address party. We will contact asap to attempt to resolve. Our goal here is complete satisfaction.

Thank you for your response. We have and will continue to reach out to you resolve this and offer you the product for less than our competitor. We reserve the right to refuse service and refund your money in a timely manner in the event we are unable to complete an order. In this event we were unable to complete the order and as soon as we were notified, we cancelled the order and refunded all funds back to your method of payment. We will take your recommendation to list exclusions in writing on our website and we will also re-review our price match guarantee to identify opportunities to improve. If you have already purchased the product at another vendor, please let us know and we will consider the matter closed. If you have not, please allow us to extend to you pricing less than the competitor as we will be more that happy to provide that for you.

We have offered a full refund for the tile and we have communicated this to the customer via email and voicemail messages in the past two days. We are continuing to contact the customer to advise. We are issuing a full refund to the customer to ensure we provide the most customer-centric experience possible as the tiles did not meet her expectations.  This is beyond our posted return/defective policies as only part of the order demonstrated the peeling and we agree that is unacceptable.

I am very impressed with the product as well as the customer service that has accompanied this product. I was given flooring for my garage as a gift and Alyssa was extremely helpful with my installation questions.

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,

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 would be happy to return the tiles as I have no use for defective flooring. This tiles lasted mere weeks. If I accept replacements I will only extend the problem. Flooring should certainly last at least a year. More tiles are bubbling/peeling each week. I must pay for labor twice as it is and I am requesting a refund because Rubberflooring.com does not carry a wood-look alternative- if they did I would accept it.

Regards,

Highly recommend this company. I purchased floor tiles for my son's playroom and they arrived promptly are great quality and look awesome. I had an issue when I ordered a second batch in that they didn't match the original batch and the company sent me matching tiles within days at no additional cost.

[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.]

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.

Regards,

We absolutely love our onyx rubber flooring! It turned out even better than we imagined?? The company is awesomue to work with and the sales reps are courteous and very helpful!!!

We are currently workingt with the customer to resolve this matter. We are dedicated to resolving this asap for the customer and we will do our utmost best to ensure the customer is happy with the outcome.

My dealing with this company has been incredible. About a year ago, I ordered some flooring tiles to convert a workshop into a workout room. I received incredible advice from customer service, a great price... and three days later had INCREDIBLE product.

Frankly though, that is only where the review starts. A year later, I had an issue with 4 of the 20 tiles I purchased. This was primarily due to the fact that I did not use double sided tape to hold the tiles in place. I called and spoke to Danae Brown, in customer service. She was incredible. After listening to my problem, and my request to ORDER 4 replacements AT FULL PRICE, she put me on hold, worked with her management, and came back surprising me with an offer to replace them free of charge. I was outside of any warranty published on their site.

I would sincerely, and wholeheartedly recommend this company, their product, and more (most) specifically, their customer service. Their policy should be a model to other companies. I also recommend if you call, you ask for Danae.. and tell her Jon sent ya!

Thanks so much.

I absolutely love this site! I wanted to reduce the noise in the boys bathroom above us, it was driving me crazy. I bought the foam tiles to do the project. I'm not a wiz and it was my first time but it turned out great. The material is not cheap and it looks wonderful. Plus I don't hear the boys in the morning. Now I'm going to do their play room as well. Customer Service was amazing, kodos to Ms. C[redacted]. She emailed and called to see if I was satisfied with my order. You will always know the status of your order. Service was so good I bought 3 mega rolls for our Gym! I'm a true skeptic and they made a believer out of me. ??????????

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.

The response does not address the issue raised in the complaint.  Immediately after purchasing some samples of their product online I received a letter from the merchant that was shipped with the samples stating that I would be entitled to a 28% discount if I made my purchase within 2 weeks.  The letter was also accompanied by the attached coupon for "28% Off EVERYTHING".  The "discounted" prices shown on the website have not changed within the past 5-6 months since I started considering this purchase.  The 28% off coupon provided to me along with the letter stating that this offer is only good for 2 weeks is a bait and switch false advertisement whether intentional or not.  It is very clearly presented in a manner to entice the consumer to act.  It DOES NOT reference that the coupon applies to a list price or an MSRP as a starting price anywhere on the coupon.  The coupon and website pricing are both misleading and the merchant should honor the coupon and not play word games about "other discounts" or "combining offers".

Regards,

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

Thank you for your response. Your coupon reflects the 25% off the retail/wholesale costs. It is the identical to the website. We are more than happy to honor any and all discounts or promotions advertised on our website or marketing assets. We will be more than happy to discuss those in more detail with you. We have adjusted your order to reflect a discount higher than 25%. It is extremely regrettable you believe we are not meeting our promises with our customer's. As a one-time courtesy, we will provide a custom discount to you to resolve this issue. Please contact us at [redacted] and ask for [redacted] our Customer Experience Manager to provide you with that discount.

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 after they send a carrier to pick us the boxes at no charge and my credit card gets a full refund.  Please ask them to contact me to arrange the pick-up.  Thank you for your assistance with this complaint.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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,