Rubber Flooring

Review: I bought foam tiles for my children's play room. I received the tiles on last Friday, and 2 days later, they are already dented & marked up. I am very disappointed in the low quality of this product. I thought it was durable enough for my children's play area. I do not feel that these tiles are a good quality, and I would like a complete refund. I was expecting a durable & high-quality product, which I did not receive. I purchased the 1/2" Designer Soft Tiles. Their website represented this product as "Perfect surface for infants, babies, and toddlers to play on." and "perfect for use as baby play mats and kids play room flooring". I have used other foam products, and they do not leave dents & holes after 2-3 days of use.Desired Settlement: I would like to return the tiles to the manufacturer, and receive a complete refund.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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.

These guys have been amazing to work with. I've purchased garage flooring elsewhere, and on one occasion, it turned out to be a nightmare. Since then, I've learned to work with them on a few projects that went off with epic success. Placing another order this week for a new home we're building. Can't wait to start the design process.

Review: I order 42 2'x2'x5/8" interlocking carpet tiles. I needed 5/8" tile to match tiles I had at home. When tile arrived they were only 3/8" I called store they requested pictures which I sent and they received. they stated that they would refund my money but I had to pay for shipping. I told them that they should pay for shipping. they just responded by emailing me there address for shipping. The boxes stated 5/8" tile on the outside but the tiles clearly were only 3/8". I shipped tiles back today at a cost to me of 152.84

This a gross misrepresentation of this product and should be discontinued being advertised as 5/8" interlocking carpet tiles.Desired Settlement: To be refunded my original purchase price of 317.52 and my return shipping cost of 152.84 for a total of 470.36

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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

I placed an order for a mat two weeks before Christmas. When I spoke to customer service they promised me delivery by 12/24. That day came and wen . My tracking said by the 26th. Here it is the 29th, no mat, no updates on tracking (last was 12/22). I call and no one is willing to help. I get transferred ball around and then to VM
This order was a nightmare from beginning. First a mat says in stock, I order, my cc is charged then a week later I hear one mat is out of stock. I adjust my order, and still more problems. They wait 7days to set up deliver . And now my mat is no where to be found.
Not having that mat ruined my daughters Christmas. For that, I can never order from them again.

I placed an order for rubber floor tiles. ok price. Was told it would ship within 7 days. I contacted them every 2nd day and each time the shipping date was confirmed. On the day it was supposed to ship the big surprise then when I was told that it would take another WEEK to prepare it for shipping.. Absolutely abysmal.... Don't deal with them.

Review: I purchased Slate Flex Tiles from Rubber Flooring Inc in late October, 2012 to cover my garage floor. The tiles cover a 12' x 12' area in a checker board pattern which alternates between the Hunter Green and Beige color tiles. The order number for my purchase was 282675 at Rubber Flooring Inc.

The problem that I am having is the tiles that are in direct contact with my car tires have discolored badly. The Customer Service Rep, [redacted] told me that this problem is typical with these floor tiles. I was not made aware of this before I bought the tiles. I would not have purchased them knowing this issue.Desired Settlement: I would like to get the discolored tiles replaced with new ones.

Business

Response:

Customer processed order online on 10/13/2012 and did not speak to a flooring consultant, his order was processed on-line with unassisted. His order consisted of biege garage tiles which after time will stain sue to dirt and rubber build up after time and require cleaning maintenance to extend the life and aesthetics of the tiles. We are in the process of resolving this issue for the complaint as it has need over 8 months since his purchase and we are asking for pictures of tiles to deem if these are defective tiles and replace for the customer. Our goal is is to meet and exceed the customer's expectations. We will continue to attempt contact with the customer until we are able to satisfy the customer's inquiry.

Consumer

Response:

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.

Regards,

I have been working with customer Representative [redacted]. He is in the process of replacing my damaged tiles with Black tiles that will not show the discoloration due to the reaction of the car tire treads and the flooring material. No where in the On-line literature did it describe that these tiles would not be suitable in the garage. I will consider this issue resolved when my replacement tiles arrive.

Business

Response:

Hi Andrea,

Review: We bought these tiles (Foam Tiles, #[redacted]) to use on our covered deck. Our plan was to have them out only during warm weather & to also take them inside often. We checked & it was stated that they were fine for indoor & limited outdoor use. We had them for no more than 1 month when we noticed that they were beginning to disintegrate. There was a blue powder coming off and they were obviously being worn away. We have a young daughter & had hoped that this was a way for her to safely walk on deck. Absolutely not! We put them away immediately & contacted the company. That began this back & forth. Emailed them but nothing. Emailed again & still nothing. Called & left vm - no response. After another email - a very nice gentleman called me from the company. I explained the situation & he said they could send us a replacement. I told them we had already replaced them with something else & wanted a refund. He said that was possible & asked if they could please pick-up the tiles so they could see what happened. I told him of course. I gave him our mailing info & he said he would figure out if they would just pick them up or send us a form to mail them back to us. He said he would get back to me. I packed up the tiles & waited. After a couple of weeks, I emailed & called again & nothing. I waited some more & tried again. I never heard back from him or anyone else from the company! I hope he didn't get fired for trying to find a solution for this problem!Desired Settlement: I just want a refund to our credit card.

Business

Response:

We have refunded this customer in full. The product is not for outdoor usage and we decided to refund completely instead of a courtesy replacement due to the time that has passed. We offered replacements and also upgrade to a more suitable product in 06/2013 and we did not get a response. Customer advised she did respond and in addition to the length of time, we felt the refund is the most customer-centric outcome for both parties. We have processed refund and advised our customer.

Review: 6/25 floor mats were returned due to smudges, streaks, stains, wrinkles, etc.

Turns out the 6 replacements were way worse. Feels suspiciously like passive aggressive behavior to me.

Called & emailed but no response.

Was promised a supervisor would call me today "for sure" but no one called.

From start to finish, it has been quite an ordeal dealing with this company. Request for samples before ordering required calling back and forth (samples never came). Calling often resulted in long waits only to be told later to try again. Wanted to talk directly with the staff handling my case, [redacted], but my line mysteriously got disconnected. Was promised a supervisor would call me today but no one did.Desired Settlement: Want my 6 replacements. without defects. Why is this so hard?

Business

Response:

We received a call from the customer today 9/5/2013 indicating that the replacement tiles were also not up to her expectations. We opened a case and a team leader will contact the customer to better understand what is happening, as these are replacement tiles sent out to the customer. Our mission now is to ensure this is the right product and to further explore what other products may work as the replacement tiles were inspected prior to shipping out the the customer.

Consumer

Response:

I called Rubber Flooring yesterday and was connected to supervisor, [redacted], who requested photos of the replacements to determine whether or not they are worth returning. I will be sending the photos to Mr. [redacted] right after this correspondence. Mr. [redacted] stated that he would like to replace the replacements. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Stella Tam

Review: Rubber paver flooring was ordered on 5 Feb. 2013. I received email confirmation of the order. Lead time was 5-10 days plus shipping. I paid by credit card the total amount due. Follow up to ensure shipping was required repeatedly over a 5-6 week period. Finally the shipment arrived and was a completely incorrect order. None of the documented order arrived. I immediately contacted the company via telephone (left message), and email. I was called back and left a message by a "manager" about what they could do to rectify the situation. I asked for a refund and the incorrect materials be retrieved. I have emailed the person who placed the order repeatedly and have received no response. I have left several other messages about a refund and removal of the the wrong shipment but as of today have not received any communication. I plan to address this with the bank credit card company as well.

I have since purchased our needed materials from another reputable company and completed the job at our farm, but am out $1797.97 from the Rubber Flooring Inc. I intend to pursue this further after lodging this complaint. Thank you.Desired Settlement: Complete refund - on credit card is acceptable.

Business

Response:

Customer has agreed to have the incorrect order picked up and processed a full refund on 5/31/2013.

Review: On 19 march 2014 I placed an order with Rubber Flooring Inc. and on 21 March 2014 I received the shipment. I found that three carpet tiles were defective, the tiles hada light color streak across an other wise dark tile. On 24 March 2014 I engaged Rubber Flooring Inc. customer service. The representative ([redacted]) requested images of the defective tiles, which I emailed immediately. It became apparent very quickly that the tiles were not going to be replaced in an efficient manner, so I stayed in touch. After a few days had gone by without Rubber flooring Inc providing any insight into when the replacement tiles would ship, I escalated to [redacted] (per the website)...and subsequently to [redacted] finally responded with an email on 4/1, he apologized and stated the replacement tiles would be shiopped ASAP.

Although representatives from Rubber Flooring Inc. have stayed in touch none have been able to tell me when the replacements are going to ship. I have been told on a couple of different occassions that they would provide a ship date the next day, but the next day comes and goes without a follow up. From my perspective, [redacted] hasn't done anything to get this resolved. The site states to contact [redacted]..."If your experience with us is anything less than amazing, please call me." I am not sure why one would contact [redacted] as he has proven himself incapable of resolving a very minor situation.Desired Settlement: I have purchased 12-15 cases (3-4 months) of this carpet tile and I have it instaleld in several areas of my home. I cannot accept a refund for these three tiles or even the entire case. If it is not possible to provide the three replacement tiles it will be necessary for me to return all of the product for credit. I really don't want to do that as I am happy with the product itself. I just want three replacement tiles and I want them sent immediately!

Business

Response:

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.

Consumer

Response:

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,

Review: I went on the website to purchase rubber flooring tiles, the 3/8" Tight-Lock Rubber Tiles. I selected the product. The website then asked me to enter the room dimensions. I entered them: 11.8 feet x 10.2 feet. The website indicated two options: The first option would only cover 11' 7" x 8' 9", so I knew I did not want that as it would not go wall to wall. The second option would cover 14' 7" x 11' 7". I assumed that the size of the tiles was such that I had to buy enough for that larger space and trim off the excess.

The tiles arrived and lo and behold, I only needed 16 tiles to comfortably cover the space. It was more than enough. Now I have 5 extra untouched tiles (or 4 extra not including the 5% overage) that were not needed. Because the website advertised that this was my only other option for a room the size of mine, the company led me to believe I needed 20% more material than I needed, and thee extra cost to me was around $200 with shipping.

When I called customer service, I was told that I was wrong. I actually needed 20 tiles (+ the extra one for overage). I was dumbfounded. The person was telling me what was obviously not true. Then the person said she would get a second opinion and call me back. She called back to say that the website was correct because it indicated that the space covered was larger than the space I needed. I find that outrageous. I put in the space I needed to cover, and the website told me the total amount of material needed. The amount it said was WRONG, by 4+ tiles. The customer service agent then said, "well, you could have clicked on another radio button on the site to buy the number of tiles you wanted, without using our calculator." I find that also outrageous. The company is offering a calculator (the default way to choose material), then saying it will not stand behind the results of the calculator--that I as a customer unfamiliar with the product am responsible for knowing when the calculator is wrong.

Very frustrating. And very poor response by customer service.

Then the agent said I could ship the product back, but I would be responsible for the extra shipping charges + restocking fee of 20% (in addition to the shipping costs I already paid for the extra material that I didn't need)Desired Settlement: I would like the company to pay for return shipping of these 4 unnecessary tiles, and refund the cost of them + a proportionate amount of the cost of original shipping for unneeded material.

Business

Response:

We are currently working with our customer to resolve this request. We have registered thousands of B2B and B2C customers, who utilize the calculator to accurately complete their orders. We recommend a 5% overage, as tiles come in varying sizes and to complete a wall to wall installation, some cuts are needed, which will increase the number of tiles to meet a wall to wall install. In this case the customer did opt for the 5% overage and we offered for the customer to keep the tiles and also be credited for the tiles as a courtesy. We will continue to work with our customer to resolve this issue, as from our last conversation with our customer we believed we were on a way to a solution.

Review: I purchased foam flooring tiles in November and by January they were peeling and unusable. they were used in the exact manner described in the product description. The company has suppressed my negative review.

When I called in January to report the problem, I was told that this was a bad batch and others were having the same problem. I was offered replacements for the peeling ones. I refused that since I've lost all confidence in the product and company for not refunding an admittedly defective product. I am not interested in replacing tiles every 2 months.Desired Settlement: I'm asking for a refund and for my honest review to alert consumers of the issue.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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,

I ordered carpet tiles from Rubber Flooring Inc for my bday gift and had a few things come up directly afterwards so I didn't get around to doing anything with it immediately. Just under 2 weeks beyond the 30-day return window, I chatted to see if I could return it, as I'd just had second thoughts about carpeting alltogether. They wanted to charge me a 40% restocking fee and after paying my own shipping back to them, I'd get $70 back from my $200 purchase. Total BS, the cases are untouched and I have to eat $130?! They graciously dropped it to 20%, but I didn't use 20% of the product, so no thank you.

Don't even waste your time.

Review: I purchased 245 foam tiles on november 28th.The shipment arrived on late December . The site was an active construction site. Flooring is the last item used for construction. On The last friday of January we noticed that we only had 205 tiles.

At the time I thought I made a mistake. I requested another box of tiles. Due to our grand opening we needed them by tuesday Feb 3rd. I requested expedited shipping which cost me nearly 200 dollars for one box.

After ordering I checked my invoice and my previous order. I had ordered 245 and I only received 205. two boxes of 20 tiles short. I then spoke with rubber flooring about a credit due to the issue. They stated they had refunded me for the 40 tiles that had been missing back in mid january. I did not request a refund or return any items. Instead of them calling me or emailing me letting me know they returned part of my order unilaterally and without my knowledge. I was forced to purchase the tile at an extraordinary high shipping cost. I spoke with staff from the company and they gave no resolution.

The response was if you wouldve checked your order and let us know sooner we couldve done something about it. At the time I was asking for a credit for the shipping. After that poor response I simply must say I want a refund for my expedited shipping fees. I understand I will pay for tiles and normal shipping but the 200 dollars needed to overnight something I ordered 2 months previous was not ok. I have never seen such poor customer service. I spent almost 3000 with rubber flooring inc and for 2 hundred dollars they have now lost me as a customer.

The simple facts are I ordered and paid for 245. I was sent 205. they did not let me know that 40 had been returned or attempt to help me after I discovered the error was not on my end. I request the difference of a normal order of one box of tiles shipped with no rush versus what I had to do was purchase a box and overnight ship it incurring heavy shipping expens.Desired Settlement: an order of floor tiles and shipping has a normal cost of relaxed shipping. The expedited shipping difference was close to 200 dollars. I want that back.

Business

Response:

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.

Consumer

Response:

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,

Review: Ordered 2 rolls of silver flooring. Was invoiced for 2 rolls of silver flooring. Received 1 roll of silver and 1 of black. Black is incorrect. Company will absolutely not return phone call and is being difficult about rectifying it. Have hundreds of thousands of square feet of property, would love to do continued business with this firm but how can we do that if they don't return calls or send us the right stuff? Taking my business locally if they can't rectify this simple issue.Desired Settlement: have roll of black sent back at no charge to us...send us correct second roll of silver flooring that we originally ordered. I want nothing for free...simple....

Business

Response:

We have resolved this issue for the customer. We recently spsoke with the customer and he is happy with the resolution.

Review: Rubber Flooring advertised the product that I purchased as "[redacted]". When I received the product, I found that it can absolutely not be used for [redacted]. The material is too hard and would be dangerous to use for what it is advertised for. I tried to return the product and was told that I needed to pay for the return shipping (which I dont mind), but the shipping cost through UPS or [redacted] or [redacted] turned out to be ~$150. I paid $209 for the product (shipping included). And so, to return a $200 product for the cost of $150 is rediculous and unfair, especially when this product was falsely advertised on their website. Rubber flooring refused any accomodations for fair return of their product. I asked if they could send a shipping label (as rubberflooring get s a cheaper shipping rate through their contracted shipping carrier ), that I would pay for the cost of that shipping. They refused this option. They said that they will do nothing more, that I should try to sell back the product through ebay to recoup some of my costs.

I feel that RubberFlooring falsely advertised their product, as it cannot be used for what they claim it to be for. Its bad business practice for them to not take responsibility for this. What I ended up is an unusable product that cost way too much to return.Desired Settlement: I would like fair treatment. I ask for a full refund.

I also ask that RubberFlooring not advertise the product that I bought as "[redacted]s" or recommend its use for any ground/grappling martial arts. I dont want other consumers to fall into the same trap I did. Thank you.

Business

Response:

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.

Review: When I ordered play tiles from their website ([redacted].[redacted]) for my kids playroom, I ordered 1/2" thick tiles. When I got the confirmation via email it re-stated that I ordered 1/2" tiles. When the tiles were delivered they were not the correct size. They were only 3/8" thick. Additionally, these 3/8" tiles are not safe for our children to play on since they are too thin to provide adequate protection. Upon contacting their customer service department, she suggested I sell them on eBay or return them to her, but pay for return shipping. They have been very difficult to work with and they falsely market the sizes of their tiles which lead us astray.Desired Settlement: A full refund (we bought this product on 7/20/15) and for them to pay for return shipping. These tiles have never been used and are all still in their original packaging.

Thank you for your help,

Ian

Business

Response:

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.

Consumer

Response:

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,

Review: I received a promotional offer coupon via US Mail "25% Off Everything" if purchase is made within 7 days.

I then called to place my order for rubber flooring and was quoted a total price of approximately $1350 including shipping. I then tried to apply my 28% discount on the product and the price only dropped about $32. The merchant stated that the price I was first quoted was already discounted by 25%. I explained that the price quoted was the exact same price they had been advertising online for the past 6 months. I then spoke to the supervisor Lee who told me that their "hands were tied" and the were unable to change anything due to their computer software so the promotional offer could not be honored.Desired Settlement: They honor the promotional offer and allow me to purchase the product at the implied price point.

Modify their promotional offers to eliminate this situation.

Business

Response:

We offer a 25% discount to all customers on all products with the exception of specific promotional product lines. This 25% is off the retail price and is automatically calculated in the shopping cart. All other discounts applied are promotions or discounts above the automatic 25% discount on our site. We have explained this to the customer and offered additional discounts above the 25%. I have included his receipt to show the breakdown of charges and his savings. In addition we have included additional discount of $26.50 (Additional 3%) for overall savings of 28% on 2/3/205. Here is the CC refund transaction - Transaction Confirmation Transaction [redacted] has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (26.50) Customer Name: [redacted]. We will continue to work with the customer to resolve this matter as we have offered to move to a higher discount due to appease this customer and the challenges associated with the original discount.

Consumer

Response:

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,

Business

Response:

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.

Be VERY CAREFUL when dealing with this company. My business ordered rubber mats twice from Rubberflooringinc. The first time was without a problem but the second time we received damaged mats - think chunks of rubber missing.

When this happens to you, Rubberflooringinc.com will delay resolving the issue for 90 days and my guess is this is to ensure the purchase protections from your credit card are no longer valid. The first 60 days they say they are putting in a claim on your behalf with the shipping company. Then they say they have to put in a claim with their production department. When, of course, both claims are denied they say the damage must be your fault. To placate my business Rubberflooringinc.com sent a much smaller mat which they said I should cut up to make repairs.

I am going to file a complaint with the Revdex.com regarding this situation.

Review: I purchased 8 rolls of rubber flooring in July 2012. the flooring has flaked and peeled since day one. When I called to report the problem and ask for replacement, I have been repeatedly given the runaround. We are currently in the second month of dealing with this issue with no resolution in site. The customer service has been horrible. The company says they'll call back and they never do. Each time I call, I'm met with long hold times, representatives who continue passing the buck and don't follow up in a timely manner.

As of this date, we are no closer to having my flooring replaced than when I first called.Desired Settlement: I want the exact number of rubber flooring rolls replaced (and upgraded as was offered as a solution) at no additional charge to me.

Business

Response:

Customer ordered rolls on 8/15/2012 and advised on us on 7/1/2013 that the product (rubber rolls was flaking). Our policy clearly indicates our return policy which will does not include used product and in this instances over 10 months of vigorous usage of the material. After discussing the issues with the customer we deemed that the product purchased was not the ideal product for her application since that time we have applied a full refund to a new order for a better product which suites the application the customer is using in her business environment. This new order will be delivered early next week (The delay is due to normal production and shilling lead times associated with rubber manufactured product). We believed we have met and exceeded the customer's request, by replacing the product with a higher quality product at a higher price point and free shipping. We will continue to work with the customer to ensure we continue to meet and exceed her expectations.