Stu's Flooring LTD

[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 is satisfactory to me. I'm awaiting payment.
Regards,
 
[redacted]

My attorney [redacted] is handling the settlement. We have reached an agreement with the [redacted]. I have agreed to provide $300.00 Ck. Plus in store Credit for $300.00 to put This matter to rest. The check is being mailed out to my attorney , he is going To get a release...

from [redacted] and exchange the check and credit. [redacted]

I can't tell you how happy I am with the company! Starting with picking out my rug in the store - the sales person was so informative & made us so comfortable . No pressure at all. You can take home alot of rug samples to check out in your home. I really appreciated that because things can look different in the store lighting. They also kept us informed on how my order was coming. ( When they submitted the order to the factory .... when the rug is being made .... the day it 'll arrive ...)
The installers were here the minute they said they would be. They were professional and worked like a well oiled machine., It only took a couple hours and the result is gorgeous !! I really didn't do any price comparisons , but I'm happy with the price. I learned you get what you pay for.
We didn't know of any rug stores before this. I picked this store because the name "Stu's Flooring" has been around so long. . I checked the Revdex.com for their score and I was at their store the next day. I HIGHLY recommend them !

Review: I purchased a Mohawk uni-click vinyl floor with a 30 year consumer warranty in December 2013.

Approximately 250 square feet was purchased for $1200.

10% of the product sold had obvious defects (discoloration, attachment points incomplete/broken). In one box, half of the product was scrap.

A representative measured my floor and overestimated the amount of product by about 50 square feet.

I installed the floor myself per manufacturer directions and specifications.

After one year, the boards have separated in three places and one board in the middle of my floor has delaminated (clear manufacture defect).

This product has a very thin top layer that peels off.

I requested a warranty claim through Stu's in early December 2014. As of the end of January, after more than three attempts, no resolution has been provided.Desired Settlement: 1) A 50% refund of $600

2) A manufacturer approved glue to fix the delamination

3) Taking apart the entire floor to replace boards is not an acceptable solution. A repair should be possible without replacement of the entire floor.

Business

Response:

My attorney [redacted] is handling the settlement.

Great service, prompt and professional installation. Would definately use them again.

Review: 5/19/15 - Paid in full for nine [redacted] cellular shades, two vertical blinds & installation to Costco Wholesale. Stu's Flooring in Waukesha is contracted through Costco Wholesale to handle Special Order program. Was informed by [redacted], design consultant for Stu's Flooring, there would be approximately three weeks for delivery at time of order. Also, should receive a Costco cash card for discounted amount.

6/8/15 - Contacted Stu's Flooring on status of the order. Was told [redacted] was running weeks behind but vertical blinds were in.

6/9/15 - Was informed shades should ship this week.

6/10/15 - Was informed other shades had shipped.

6/11/15 - Inquired on how long it will be before gift card comes from Costco. No response.

6/19/15 - Rob, the installer, installed two verticals and four of the nine shades. He informed me he only had a partial order. Vertical blinds were installed only to have the veins too short on both sets. Placed a call to [redacted] . Was off that day but left a message.

6/20/15 - [redacted] returned call only to mention the brackets for the remaining five shades were in but no shades. Somehow there were lost. They had to be reordered as well as the veins on the vertical blinds. Indicated [redacted] has a nationwide problem with meeting customer demand for cordless shades.

6/23/15 - Sent a follow-up email to [redacted] inquiring on the status of finding balance of shades & vertical blind reorder. Was informed everything (shades & vertical blinds) were reordered and rushed due in next week.

Week of 6/29/15 - No shades or verticals.

7/2/15 - Called and was told everything was in.

7/6/15 - Rob called to schedule installation for Wednesday, 7/8. Mentioned installing 10 shades and 1 vertical. I indicated that information was not correct. There should be five shades and two verticals.

7/7/15 - Received email from [redacted] indicating still waiting for two of the nine shades. Doesn't want to commit to date as to when they will be received. They keep coming in wrong. [redacted] talked with [redacted] & Costco on getting an adjustment on order but no one has committed as to what the adjustment will be or when.

7/8/15 - Rob, once again, has a partial order and questioned if I spoke with [redacted]. I indicated received email and that I will be taking matters further. Called and left a message for [redacted] to call back. Also sent another email to [redacted] called back to indicate other two shades were in. Also, indicated working directly with Amber ([redacted]) and head of window treatments from Costco to get additional discounts. Costco will reach out directly to me. Rob to call & schedule installation.

7/9/15 - Rob to install last two shades.

7/13/15 - Email received from [redacted] indicating an extra 10% will be discounted and would receive cash card from Costco for this additional discount. Rep from Costco would be contacting me.

7/20/15 - Sent another email to [redacted] indicating nothing heard from Costco or [redacted] reps.

7/21/15 - [redacted] forwarded my email to Costco & [redacted].

7/31/15 - Sent email to [redacted] indicating nothing heard from Costco rep & [redacted] rep, Steve [redacted], called basically washed their hands of the matter because additional discount would come from Costco. Indicated filing complaint with Revdex.com.

8/4/15 - No contact from ANY Costco rep. No receipt of initial Costco cash card as promised. No receipt of additional 10% discount as promised.Desired Settlement: Receipt of initial Costco cash card as indicated on purchase order along with additional 10% discount to be included.

Business

Response:

[redacted] Revdex.com of Wisconsin In responds to the complaint filed on 08/04/2015 ID [redacted]. The first mistake on the complaint was that Stu’s Flooring is a vendor for Costco Wholesale. The customer has a signed contract with Costco and the payment was made to Costco not Stu’s. In responds to the delivery time it was an estimate of 3 weeks. On the contract that client signed it states that work should be substantially completed by the approximate date above unless the work has been delayed due to unforeseen circumstances . [redacted] Did not foresee the Nationwide delay they are currently experiencing. When the order was placed was Given a ship date of June 4 which would have been right on track for the time estimated for installation. Being a customer with [redacted] for over 20 plus years, have never had any issue with delivery so it Was never questions. Called numerous times and was given ship dates which I in turn informed customer, again never questioned. When part of the order was received, as compensation to the customer agreed to install what had arrived . Unfortunately when a order goes bad it continues to Go wrong, the vanes came in short and blinds that were on the packing list were missing from the box. Reorder with [redacted] and rushed. The plant that manufactures the cordless TDBU was still running weeks Behind and the customer was told this. The second install was short two blinds which Customer was told By myself and the installer. The two missing shades arrived the next day and she was called the same day to have install done. Everything was installed on 07/09/2015 customer signed off on contract that Everything was correct and to her satisfaction. Because of the delay and problems reached out to [redacted] for additional discount for customer. [redacted] Was able to help with a 10% off discount of entire order of $220.00 which customer has already received in the form of a Cash Card. Her issue with the other Cash Card has been also been processed As a rebate which takes longer to receive. It’s unfortunate that these problems happened, but she was compensated with a discount. She also Complained about the shades that were installed need adjustment, [redacted] decided to just have them Remade to avoid any other issues. Her desired outcome was to get Cash Card for the 10% which she has received and the other is in process. Midwest Representative from Costco has been informed again to reach out to her. I feel her frustration along with the numerous other customer’s in the same situation. Sincerely, [redacted]

Consumer

Response:

[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 is satisfactory to me.

Regards,