Rubber Flooring

our customer placed his original order *** for a Brick Red color and when it was received it did not meet his expectationsHe requested assistance with the return on this order as he planned to place a second orderOnce our customer placed his second order *** We sent label/BOL to
pick up the original advising that once the order was returned a credit would be issuedThe Second order can be returned at the customers cost per our standard return fee and once received back a full credit will be offered as well

Thank you for your responseOur Price Match Guarantee does have exclusionsWe sincerely apologize if those exclusions were not clearly explained to you in greater detail when you questioned why we were unable to meet your price match requestAs a courtesy we will extend a deeper discount to
you, however we are unable to provide you with the price match you requested, as that price is below our costs for this particular productPlease contact *** at *** our customer experience manager to take advantage of the deeper discountI have advised *** to ensure we beat the price you were offered with the competitor and we will do everything possible to get your order out to you asap

It's hard to believe they could react this quickly to this complaint, since they won't lift the phone to call me. They have my number!A month ago the credit card dispute was closed by my credit card company because I wasn't able to provide a ridiculous of amount of information to the credit card company to satisfy their dozen requests that I had days to comply with.Rubber Flooring has had my money for over a month now and they won't ship the tile, return a phone call of make any effort to resolve this matter. This is a group of disingenuous people who will do nothing to satisfy a customer or remedy problems that have only been due to a failure of their internal operations and lousy manufacturing

I ordered rolls of flooring on 8-1-and still fighting and arguing with several people over there in including managersI have spent hours and weeks trying to get my issue resolved at no availI also am an accredited Revdex.com business and understand the importance of up holding the policy sent forth by Revdex.com so this was my last resort to get resolution When the shipment arrived it was ( ONE) roll tightly strapped and undamaged in any way( I ordered ( TWO) rolls Inc Stores was contacted and it was confirmed that it was correct that rolls were rolled into Immediately after getting the roll unstrapped and off the large pallet ( it does says in another section pallet(s)) and into the facility it was unrolled and contrary to what we were told it was only roll and there was not another one rolled insideThen I called back and was told it would take at least days to do an investigation before I could get another one shippedI didn't have time because the roll was goin

We ordered a large amount of rubber flooring for a trade show event this weekendThe freight carrier had a slightly different name for the receiving company than the person at their warehouse so that person (a genius) rejected the deliveryI was then plunged into the netherworld of shipping and receiving and the only thing that gave me any hope was the staff at Rubber Flooring IncEvery time I called them they worked to make the situation better, even when the situation changedFinally got hold of Alyssa who spent several hours chasing down, overcoming, and confirming the delivery for today that two separate people at the shipping company had told me was simply not going to be possibleThat's what I call excellent customer serviceThanks to Alyssa, Alicia, Ty and Rubber Flooring Inc!

We have contacted Mr [redacted] by phone and advised that the 12 free tiles will ship out to him by 12/01 and we will also cover the cost of shipping to close this issue. Once we have tracking we will send that to him by email as well.

[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.]
Revdex.com:
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,
[redacted]

[redacted]  [redacted]
Revdex.com:
Alicia V[redacted] from the business reached out to me and offered a refund in order to resolve the issue in reference to complaint ID [redacted], and I 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,
[redacted]

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.

Revdex.com:
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]

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 had the soft foam tiles before installed for a year and a half and never had any issues. This particular order is obviously a different, much lower quality tile. It absolutely was listed as having all 3 of those claims otherwise they would not have been purchased for a commercial space. I went over exactly what we were doing with the representative before ordering as well and they recommended these specific tiles. The reason there is no permitted gap in the photos is because the foam tiles have expanded over 2 inches (well over the recommended 1/2 inch perimeter gap). I have consulted with two other companies who sell similar tiles and they stated this is absolutely not normal or standard to expect with this type of flooring product. It is not industry standard by any means. I am requesting a full refund.

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.

Revdex.com:
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,
[redacted]

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,
[redacted]

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.

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 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.

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.

On 3/21 [redacted] requested the order be canceled and the order shipped in error on 03/24. We turned the order around and we have requested the credit be sent to our customer. It can take 7 to 10 business days for the credit to impact our customers account depending on her financial institution. We are...

reaching out to [redacted] to review how we can further assist and are offering a higher discount on her future purchase.