Worldwide Wholesale Floor Coverings

I am sorry or customer feels that way, I was trying to resolve his issues by going to his home personally to look at the carpet. If the seams in question are not done up to industry standards and cannot be repaired then we would have no choice but to replace the carpet. However, I will need to inspect the carpet to make that determination.

I got the wood flooring installed by worldwideflooring of Edison NJ , I have got certain issues , I am trying to resolve the issues with store but it seems that are not willing to work , I am leaving messages to them and as well as writing email to ensure a quick resolution . I tried to work with store manager "Shawn" and sales agent "Doug [redacted]" with zero success and finally writing to Revdex.com, I need serious help ! Please expedite !
Key issues :
A. Unauthorized charges (I am charged different amount than the original work order that I did not authorize )
B. installed substandard material ( they were supposed to install wooden quarter round mousing and they installed synthetic material which is 90% cheaper than originally ordered material)
C. The floor is showing bumps within 4 weeks of installation

[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.]
Better...

Business Bureau:
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,
[redacted]

Review: Worldwide wholesale was given a signed contract over $17K to complete install of Hardwood Floors & stairs work in June, 2013. Promised work 100% complete on 8th to 10th July. Hardwood Flooring work was completed; yet the stairs is NOT done. They have ripped out the carpet & left the floor as is since July.

--> To date, we have has 5 scheduled work orders & each time an issue from Worldwide has arisen & work is NOT complete. I have had to pay my own contractor to complete my spindle work $250 each time. 4times; they have cancelled the work at last minute to say "we have the wrong color", "wrong part,etc" Last time (5th time) installed came on-site & same issue.. Wrong color after I was promised that the Sr. Manager of Edison Office (had personally checked the materials & it was correct).

The bill has been paid in full since June 2013. Worldwide has been giving me the run around on the problems.. It's always the manufacturer did this wrong, we gave them the correct details,etc..

--> I can understand an error once, twice, 3 times.. 5 times is un-acceptable.....

I have tried to work with them in resolving this issue.. They have given an 1K credit for the payment of my spindle contractor & expedited shpping of my spindles..

However, I have w/out stairs; I can NOT invite family & friends to our home; our holiday season is approaching & nothing is getting done..

They have given a 6th date; & can NOT promise that it will get done. I would like to request a Full refund and/or complete the work per the agreement.Desired Settlement: I would like then to Refund the work for all the Stairs; & re-imburse me all additional expenses that I will incur in finding an more appropriate contractor to complete the work..

The other option is to complete the work & provide additional compensation for all the hardship & additional cost incurred.

Business

Response:

Our store manager in Fairfield sent a sample of the customers wood to the molding supplier in order to try to achieve a better color match. The molding is noe ready and the completion of the customers stairs is sceduled for 10/18/13

Review: I purchased flooring on 4/25/13 and paid in full for installation included. They were to notify me when material came in. I waited over 30 days, the didn't call. I called them, the materials had been in for over 3 weeks and no one notified me or attempted to make an appointment to install. I proceeded to make an appointment to intall. They never called the night before (as I was advised the would) to confirm the apptmt. and I attempted to reach them to no avail. As a result I went to work that day -- they called at 1:30 on the day of apptmt. to say they would be at the home shortly. My husband was home on a break, they dropped off the material as my husband had to return to work. I rescheduled. The day of that apptmt. they called well after the time they had confirmed to be there and said they had to cancel. I rescheduled again. That day they called AGAIN to cancell. I said NO WAY - get there! They arrived at apprx. 6:30 pm and worked till apprx. 8:45 that evening. They didn't have the proper trim to finish the job which resulted in me having to wait over 1 month to get the trim in. I made ANOTHER apptm. This is now apprx. 3 months after I've purchased and paid them in FULL. Customer service was of no help and kept apologizing but not doing ANYTHING to help me get this job done. Last night they came to finish and would up installing 2 DIFFERENT styles of trim (1 piece oak and 1 hickory) the floor is a hickory finish. I've been hung up on and spoke numerous times to the sales woman and supervisor of installation. They promised to fix situation and here I am with two different trims and the job is still not completed properly 3 months later -- PLEASE HELP ME!!!Desired Settlement: I would like WW to be held accountable for this very poor customer service and delay in completing service. I feel that companies don't care about a small purchaser like myself and just hope I would go away! I've waited 10 years to replace the flooring in my dining room and am very upset and dissapointed that this was the process I had to go through. I want my money returned and I want them to be made to understand they can not treat a consumer in this shoddy manner. Thank you!

Business

Response:

I apologize for the inconvenience caused to Ms.[redacted] and am sorry that we did not provide the level of service that she deserved. We now have the correct transitions pieces and I matched them up to our display to ensure they were the correct color. I left the customer a message to call me so that I can arrange to have them installed for her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The complaint I filed was not filed simply on the basis that the "transition" pieces were installed incorrectly and were not the proper style to match the flooring. It was filed due to the 3 months of continued poor customer service and non-responsiveness to my concerns to have my flooring purchased, delivered and installed properly in a "timely" manner considering that I paid you in full on the initial date of the order. I find your response to this complaint to be another example of how my concerns and expression of those concerns to your company continue to be ignored. I explained to Melissa that I do not wish to have anyone else from your company in my home again. Considering that I was given your word (the company's) on many occassions that this matter would be resolved properly over and over again and it was not, I'm sure you can understand why I would not want any further work done by WW.

I would reiterate my initial resolution that was presented to you in my initial complaint.

Regards,

Business

Response:

I have an appointment to visit the customers home on 8/29 @1pm and will resolve all issues.

Review: 1)The quantity of vinyl flooring sold to me for installation in my Bathroom was DOUBLE the amount needed. Extra amount has to be picked up and the $ for it credited to my Credit Card.

2)A considerable sized quantity of FLOOR PATCH material was left outside my front door and being tracked in daily causing the rugs and steps to become soiled from it. I was told by you that the rain would wash it away, but this took/is taking a long time, some of the floor leveling material is still just outside the front door and still being tracked in. Even Snow and Snow shoveling did not remove it all but each time we get wet weather, it becomes soft and get tracked into and throughout the house and up the stairs. I originally asked for someone to come back and remove the mess left by this leveling material but this request was denied over and over.

3) The amount to have the gouges dug into my Bathroom Floor, repaired & flooring put down by the Contractor I HIRED, the installation of the vinyl flooring by the Contractor I HIRED due to the damage caused by the Floor Installers sent by Worldwide which means they did not complete the job and as agreed by telephone I would have my Contractor clean up the mess made of the floor, fill and level it, than install the vinyl flooring delivered by World Wide Flooring. I was to let you know how much this work cost. The bill for $300.00 was enclosed in the letters sent via USPS.

4)When a steam cleaning of my carpeting (Living Room, Halls and Stairs) will be scheduled. (Due to the considerable area of Floor Patch left on the cement just outside of my Front Door and Worldwide Floorings refusal to clean it up)

5)When the $79.00 credit will be applied to my MasterCard as promised by [redacted] during my last visit to the store to try and resolve this situation. (This is a $79.00 credit I was assured me had been credited my MasterCard & to date has not shown up. This IS NOT the $79.00 Cr given for never installing Embossing Leveler )Desired Settlement: Desired outcome is listed in the problem section. I have tried to resolve all with [redacted], Store Manager for many months with no replies. I would never have known Worldwide sold me DOUBLE the amount of Vinyl flooring needed if they had not destroyed my bathroom floor and I had to hire another installer to clean up the mess and put down the flooring. I did have Worldwide do the measuring and think the sale of double the amount needed may have been on purpose. If they had done the install they could have taken the excess sold to me & sold it again as leftovers. Even this excess flooring stored in my home they will not reply to me about or take care of it along with all the other damage they caused. The finishing of the molding around the baseboard is not cut correctly, looks like a novice did it. They would not do anything about that either. They ruined my shelving in the Garage and the screen door to the Garage no longer closes because of the way the Kitchen floor was done.

Business

Response:

The customers bathroom measures 5x5, the sheet vinyl they picked comes 12ft wide therefore you would need to order a 12x5 to cover the 5x5 bath and that is the reason for the additional material. I spoke to Mr [redacted] the store manager and he said the customer did come in looking for a $79.00 credit that was given. The bathrrom was never installed becasue of the extensive floor prep that was needed so the customer opted to have someone esle do it and they were credited $376.27 on 10/08/13 for work not preformed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Reply is not true and accurate. The $376.00 refund credited to my account was due to the difference between the original estimate at purchase including plywood, etc which was not needed and the actual cost. This was determined before I complained to the store and had nothing to do with ensuing problems. The bathroom estimate was for 60 sq.ft of flooring, I was sold 66 sq ft. The extra sq ft was added, has nothing to do with the flooring coming in 12 ft lengths. A 5x5bathroom = 60 sq.ft not the 66 sq ft I was sold. The extra is here for pick up. The $79 credit was for extra levelor not needed, not for the credit promised for damage to my home. The flooring cement/levelor left in a gooey mess on my front step just outside my door causing my carpeting thru out the living room, halls ans stairs to get soiled was not even addressed. I asked several times for them to clean it up & worldwide refused, said the rain/snow would wash it away. It didn't causing the carpeting to get soiled. I have pictures of this spot remaining on the front step throughout the winter months. Worldwide states the floor was extensively damaged, what they don't say is THEY DAMAGED IT when the installer was trying to remove the old vinyl flooring. The floor is cement and the Worldwide Installer chipped the cement in a 2ft x about 2 in wide x 1/2 inch deep patch out of the cement which I had to pay to have repaired. This is the damage Mr. [redacted] told me he would credit my account $79 for. That was his dollar amount he told me I was being given for credit for the damage to the bathroom floor. I have pictures of this floor damage to the cement floor. I have receipts showing the difference between the dollar amount charged to my credit card and the actual cost of the project was a difference of $376 the amount they CLAIM was credit for the damage their installer did. I asked for the carpet inc stairs to be cleaned because the soil tracked in over the months this flooring cement/levelor used on the KITCHEN FLOOR installation was left on my front step by Worldwide. This cleaning of the carpets was not addressed either. The moulding in the kitchen put down without finishing it by tapering/Cutting at a finishing angle was not addressed either. The moulding does not look like it was installed by a professional.

Regards,

Business

Response:

I have an appointment to meet with the customer at her home on 7/10/14 to try and resolve her concerns.

Consumer

Response:

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,

Review: Worldwide improperly installed carpeting on the stairs in my home. They also installed poor quality carpeting on one stair. Improper installation included not installing according to the established standard set by the carpet installers association. They tried to replace the poor quality carpet on one stair in my home and when they did it did not match the other carpeting on stairs or in hallway. They then scheduled a replacement of the carpeting on just some of the stairs and then did not show up at the assigned time on the assigned day. Their representative acknowledged via email that the failed to show and promised on December 4, 2013 to follow up and get back to me. As of December 22 they have not done so. The original installation took place in January and they have been stalling since then, almost 11 months.Worldwide has also refused to grant me a binding arbitration hearing in accordance with the contract.Desired Settlement: The carpet in the hallway, down 13 stairs and one platform needs to be replaced AND it needs to be installed properly and in accordance with the guidelines established by the carpet installers. I am enclosing just one of the many documents, letters and email exchanges available as evidence that this has been ongoing now for almost one year. System did not allow for more documentation to be submitted.

Business

Response:

If our claims department has not been in touch with the consumer they will be shortly. We agreed to replace the customers stairs and landing unfortunately our warehiouse lost the carpet and it is no longer available as it was discontinued by the manufacturer. Therefore we will now have to replace the hallway,landing and stairs. The customer will need to reselect another carpet.

Review: I purchased two different colors of laminate floors from Worldwide in July when they were installed they were defective and installed wrong in various areas. The wrong transitions pieces were also used. After the claims manager came to personally inspect them with a representive from [redacted] they agreed that indeed there were issues. They agreed to replace the entire lighter color floor, all the transition pieces and various areas of the darker color floor. In October I signed the paperwork for total replacement of the lighter color floors and confirmed to any email for the replacement of the transition pieces and darker color floor areas. They replaced the lighter color floors in October but while installing the installers realized that the floors were again coming out of the box defective. They called [redacted] and [redacted] in the claims department and a note was made but they were advised to just install for now and that it would be replaced again. They also let [redacted] know that they didn't have enough floor material to complete the darker colored and advised her to order more floor materials and the correct transitions. I was told it was ordered. [redacted] also had us pick out a completely different product for the lighter product since we already had an issue twice. We chose a Mannington product. To date they still have not replaced the darker color or incorrect transition pieces nor the new Mannington floors for the lighter color. I have sent emails, made numerous calls, left voice messages and never get a response. A supervisor from Mannington also made a phone call to [redacted] who was not in and they left a message with a girl named [redacted] advising her to have [redacted] call me as soon as possible. It is going on a year that I have not had any resolution to the issue. They don't even respond to our phone calls or emails.Desired Settlement: At this point I would like a complete refund of everything.

Business

Response:

Our claims department has been in touch with the consumer and all areas will be replaced.

I got the wood flooring installed by worldwideflooring of Edison NJ , I have got certain issues , I am trying to resolve the issues with store but it seems that are not willing to work , I am leaving messages to them and as well as writing email to ensure a quick resolution . I tried to work with store manager "Shawn" and sales agent "Doug [redacted]" with zero success and finally writing to Revdex.com, I need serious help ! Please expedite !
Key issues :
A. Unauthorized charges (I am charged different amount than the original work order that I did not authorize )
B. installed substandard material ( they were supposed to install wooden quarter round mousing and they installed synthetic material which is 90% cheaper than originally ordered material)
C. The floor is showing bumps within 4 weeks of installation

Review: After hearing terrible reviews about the big box stores like the Home Dept and Lowes, I decided to get my carpet from a 'smaller' store who only sells flooring. That was a big mistake. They may seem friendly by the showroom and when they come to measure but I advise any potential customers to seek elsewhere. For starters, when asked repeatedly in the store if they install their own carpet - the 'friendly' sales lady said they have their own installers and are not sub contracted out. When asked about extra charges like 'gluing the carpet', she said that is included. Fast forward until they measured. Make sure to review the revised invoice and look for extra charges that you were previously told would not be not extra (I worked this out because I threatened to back out and get a full refund).

Finally; at the day of installation they showed up. An unmarked van with workers who barely speak English (so much for having their OWN installers) and we had to ask for paper work to even if they were legit. They are no better than the unreputable Empire or Home Depot. Next, they bring carpet that we didn't order. But we checked on the invoice and it matched it. The problem is - the lazy sales lady didn't enter the right one when we ordered. Check the exact numbers of the carpet that you wanted (and make sure there is coding for that color). Next, there was absolutely no mention of doors needing to be sawed down. Perhaps, the lady should've mentioned this. Most people have doors.

In conclusion, I would not recommend this retailer to anyone in search of flooring. They are dishonest to the extreme (do not trust their fake smiles and shmoozing).Desired Settlement: The ultimate resolution is for them to replace the carpet that we didn't order to the one we did. I also would demand the sales people be up front about sub contracting out their installers (they said they had their own workers). Tell customers of issues that can arise during installation.

Business

Response:

I apologize for the service you received on your carpet order. Your sales preson is fairly new to the company and if she didn't communicate clearly with you,I again apologize. All of our installers are sub contractors that work exclusively for Worldwide. Your installer [redacted] has been with us for 10 + years and I have never had one complaint against him. Also speaking to your salesperson she said you we given our installation brochure which outlines what the customer needs to do to prepare for the installation and what to expect on the day of installation. The possibility of doors needing to be cut is covered in that brochure. There is no extra charge to glue down carpet, however if we need to glue the tackless strips that would be an extra charge. If the carpet was wrong I am not sure why they would have had it installed. At this point bring in a piece of the carpet in question and we can match it up to see if its correct or not, if we installed the wrong carpet we will replace it. The store managers name is Shawn johnson and if he is not here the assistant manager is [redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:I understand now that you have sub contractors but you advertised as having your own employees and this question was raised several times at the time of order. When the guys did come, they came in a shady white van with out any identification and we had to ask for proof that were here to install.After we paid, she left us a folder but never specified what was in it.What I am most upset about is the error in the color we chose. The sales woman entered the wrong color code in and we had no choice but have them install it because it was on the invoice. I will gladly accept them if they replace the carpet that we were supposed to get that we showed the sales lady when we were by the store.thank you Regards,[redacted]

Business

Response:

[redacted], if you had called the store from the onset and was uncomfortable with the carpet that was there we could have easilly not installed it until that issue was resolved. At this point bring in a piece of the carpet that was installed we can match it up to the samples and paperwork and if we installed the wrong carpet we will replace it.

Review: Had Armstrong flooring installed upstairs and there are areas that are curling along edges and front of pieces. Was told by sale man that they guarantee their work. The two men they send over were not to helpful. I told them that I was going to have a handyman fix it but the two I had come in won't touch it as they both said it was an installation problem. The Worldwide men said the sale man would call me. I did not receive a call.Desired Settlement: Would like the floor to look good! If they do not want to come fix it I would like to get a handyman in to do so and have Worldwide pay for it.

Business

Response:

The flooring was was installed in February of 2012. The installation is warranted for a period of one year, additionally had this been an install isuue it would have surfaced long before now. Although the installation was well out of warranty an installer was sent over to take a look. The installer has since forwarded some pictures he took while there that show some of the laminate planks curling up along the edge, usually the only thing that will cause that is some kind of moisture, typically topical moisture. If the customer likes we would be more than happy to enter a claim with the manufacturer, Armstrong World Industires and have them send someone to take a look.

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,

[redacted]I would like to add that that they are saying is not true as I had put in a complain to Revdex.com in January, 2013 was told by Revdex.com to submit a new claim. Worldwide did come and replace the curling boards.

Review: We placed an order on 3/15/15. We were told our order would be available by 3/21. After not hearing from the store by that date, we placed a call on 3/24 and were told our order would be available for pick-up on 3/28. When we called to confirm our pick up that day, the customer service rep could not find our order, more specifically the tile portion (they had the grout).

The rep said they would email purchasing (not sure why they wouldn't call) and get an answer to us within a couple hours on 3/28 so we can decide how to handle our installation the next day. We never received a call back, worst of all, we were forced to call purchasing ourselves due to the customer reps poor service and pure laziness. When we called we discovered that the department doesn't open on weekends, so getting an answer would have been impossible. It seems we were either purposely being misled or the customer service rep is poorly trained, unknowledgeable of basic store procedures, etc.

Due to the poor management of our order and the incorrect information we received, we are now liable for the installers time that we booked for 3/29.Desired Settlement: If our order isn't available by our scheduled install on 3/29, then we expect a full refund.

Business

Response:

. Our Manager of the Fairfield store said he apologized to the consumer for the troubles, the tile has since arrived and the customer has picked it up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: New carpet was installed in owner's basement by WWF crews in Dec 2014. Several problems occurred after installation: Issue #1) 3 out of 4 long seams were terribly visible with poor installation standard; issue #2) carpet on stairs were loosely installed; and issue #3) carpet loops popped out.

Follow-up repair crews came by to verify the 3 issues above with immediate fix of issue #3 in early January. Crews agreed with owner about the issues after on site verification. Crew promised that he would report issue #1 and #2 to office with the pictures taken for approval before repair actions. On next follow-up visit in April, same repair crews addressed issue #2 by reinstalling carpets on stairs, but hesitated to repair the seams issue due to liability issue once he works on. Crews thereby refused to repair seams, and asked owner for understanding of his liability issue and promised that the issue will be reported to office who will follow up the solution. Office later argued that seams will never be invisible according to manufacturer instructions, but owner explained that the 3 seams (two are 2 ft long and one is about 3.5 ft long) are extremely visible and due to poor installation work, average person can easily notice the ugly seams, esp. compared with the 4th seam which was fine.

WWF office sent another team of repair crews to follow up and repair seam issue in May. They verified the seam issue and admitted to owner that the carpet seams were poorly done, and if he opens the seams up and repair them again, they would definitely look even worse. As he explained, it's important to do a good job in first place which failed. Crew refused to repair seams despite acknowledgement of the issue, but he promised owner that he will report the issue to office for a solution. Owner later sent two follow-up notes to office to seek remedy during last two months. Office never responded, so owner seeks Revdex.com helpDesired Settlement: Both teams of repair crews admitted poor job done on the seams during installation. No crew wants to take on liability and they know that it will get worse after repair. Three follow-up visits failed to repair seams, wasting owner's time. Full refund is the desired solution.

Business

Response:

Tell us why here...I can see that we replaced the stairs, as for the seams there is no such thing as an invisible seam. Nonetheless, I will contact the customer and make arrangements to look at the seams myself to determione whether or not there is a problem with them.

Consumer

Response:

1. The business did not address the seam issues in their response. WWFC has assigned their professional staff by sending two differentprofessional installers who came to inspect and verify the seam issues on sitefor 3 times in total. Both installers agreed the seams are NOTprofessionally done and are in bad shape, and they could have done a much betterjob if originally installed. They have taken carpet seam pictures andreported the issue back to office for actions. Both installers declinedto take on responsibility to repair seams because they are very afraid theywill damage the carpet, despite the fact that WWFC had sent them over for theintended purpose. Installers commented that the repair would even makethe seam looks worse with a big risk of damaging the carpet. If WWFC didnot trust their professional installers for the onsite inspection, why did theysend them to the site? WWFC also ignored their installers' significantconcerns. It is ridiculous why the business requested 4th inspection,what have the business been doing with all the reports from the last 3inspection visits for the last 8 months? Does it mean that they do notbelieve what their installers have seen and reported? Indeed, I had requestedthe office rep. to come in person and see how bad the seams look by herself. She declined and said that the onsite inspection has to be done by theirinstallers who are technically enough to make the judgment call. Withthat said, all seams have been seen and inspected on site and reported back toWWFC. The request of 4th on-site visit does not make any sense andwasting everyone time.2. Whoever from the business responded to Revdex.com; I don't see any sincere apologyfor all the mistakes and hassles that WWFC has caused. This is reallybad! The installation was done so poorlywith loose carpet stairs, bubble up issues and bad seams and other minor issueetc. The business has been given ampleopportunities to fix the bad seams in the past, but they left the seams issuebehind. In addition, it took nearly twoweeks for the business to respond this customer complaint. It really tellsus how serious that WWFC takes care of customer concerns and issues. AsWWFC client, I have paid for the service and product quality that I deserved,but the business failed to deliver what was right in a professional standard. 3. Pictures tell everything. I can resend the pictures of the bad seam so that everyone can see the truth. The business is just playing games and keeps making excuses for denying compensation.

Business

Response:

I am sorry or customer feels that way, I was trying to resolve his issues by going to his home personally to look at the carpet. If the seams in question are not done up to industry standards and cannot be repaired then we would have no choice but to replace the carpet. However, I will need to inspect the carpet to make that determination.

The store located in Lawrenceville, NJ is reasonable in pricing. In order for this store to be successful, management needs to retrain customer service. I was approach by a wonderful salesman who assisted me on the floor. But when I got to dealing with customer service (customer service supervisor and Porchia), I took my money someplace else. These two individual bring the ghetto street in a perfectly good store.

Review: I purchased the flooring for my entire first floor from World Wide of Edison on 7/13/13. I was told that they have to order transition moulding to put in the 4 doors in the room and therefore it took more than month to get installation appointment, on Aug 17, 2013. Installer did not had the right moulding matching with the floor. I was told they will come back with the right one within a week. I contacted several times the store I had a difficult time getting a date when moulding will be installed. Finally they gave a time between 4-6 pm on Sept 7. I got a call from installer that he cannot come to work because his other work is not finished. I contacted the store and after calling them numerous time, I spoke to store manager, he told me this is not his problem and I should contact installation department and he transfered me to installation without addressing my concerns. I kept calling them spending several hours and finally could talk to another store manager who promised that work will be done on Sept.14 AM. I got a call from installation department on 9/13/13, that they do not have the transition moulding and they cannot come to complete the job. There is also a bump in the center of the room that needed to be fixed. I contacted to the store owner who promised that they will complete the job on 9/16/13.

Today 9/14/13, the installer came, again the moulding did not match at all.

I called the store several times, still nobody gave any assurance when the job will be done. Sales person was very helpful but surprisingly managers and owners do not care about the service they provide.Desired Settlement: With this poor service, I do not want to deal with merchant, they charged me $ 6000 for one room, price much above for similar wood in market, mislead me to buying just 3/8 inch thickness wood, I would not have gone with this thin wood ever, I thought it was 3/4 inch thick. They could not finish job in 2 months now, they charged entire amount prior to installation, I cannot hope that they will provide any service on the 25 years warranty that comes with the product.

I want the total refund.

Business

Response:

The customer purchased Brazillian Cheery hardwood floor and needed transiion moldings to complete the installation. We need to keep in mind no mlolding will ever be a 100% match in color as the floors and moldings are made from a natural product and will vary. Nonetheless we have arranged to pick up samples of the customers floor and will then stain the molding to try and get it as close as possible. Once done they will be installed and will also take a look at the hump in the floor.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It has been 3 months that I paid for the floors to be installed. Still the work is not complete. It does not take 3 months to find a moulding.

Regards,

Business

Response:

We have purchased unfinished Molding for this customer twice and stained them to coordinate with the floor each time she has refused them. When you take an unfinished piece of wood and stain it it will never match exactly as each piece will take the stain differently. At this point the customer has agreed to a refund on the molding,she will pick up her own molding and when ready we will install them for her.

Review: We ordered floors from Worldwide at the end of April 2013. We were misguided by the salesmen who said we could have a laminate floor. Weeks later, after the order was in and a payment had already been made we were told by the installer we actually had to have a hardwood floor because of temperature changes in the room we were doing the work on. That set us back another month to order the floors and our salesman fell off the face of the earth and stopped returning calls. Once the floors came in we found out they had forgotten to order the appropriate amount of stairnoses. After another 2 weeks the stairnoses came in and were the wrong color. They reordered the stairnoses, we waited another two weeks and they came in the same WRONG COLOR. We were told this would all be finished in two months "guaranteed" but now it is going on 4 months and we have paid $3,000 towards the balance and the job is NOT complete. Also, I personally have had to make every call, no one initiates any calls, even to schedule installations. We have already had one party ruined because only half the floor was done and I could not risk a child tripping so everyone had to stay outside. Our next party is n 2 weeks, 100 people. I cannot believe this job is still not done.Desired Settlement: I would like to be refunded the cost of the stairnoses and the reducers that have been unfinished for a month because of the first, second, and third error on the stores behalf. I would like the company to put down stairnoses temporarily until the correct color is ordered.

Business

Response:

I apologize for any inconvenice we may have caused to our customer. The moldings were ordered from the manufacturer to match the customers floor and both times they cam in lighter. In order to expedite the completion of our customers ordr I took the molding and had it stipped and restained to get a closer match to the floor. We completed the installation today.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I told the manager I would not be paying for the stairnoses, $138, and he did not argue with me on this. I have disputed this on my Visa card as it was not initiated by the company. As long as this small portion of the $9,000 that we paid is refunded I will accept this case as closed.

Regards,

Purchased carpet from worldwide ,was excellent price quality and professionaly installed.

Review: I purchased carpet from Worldwide to install in my living room. Purchase was made on 12/06/14. Installation was scheduled for 12/23/14. The installers arrived on time, and installed the carpet. However the terms of the agreement of sale included $280. charge with the line item description stating "includes installation of carpet, rip-up, disposal of existing carpeting and basic furniture moving". When the installers arrived I had already done much of the work for them. I had the furniture moved out, the old carpet was already ripped up and disposed of as I had to make repairs to the sub-flooring; so in effect, I made their job easier. When the installers completed their work, they refused to move even the the most basic furniture, IE large pieces that were too heavy for my wife to help me with. I pointed out the clasue on the sales agreement however they still refused and said to call the office, and then left my property, (with the job unfinished as I see it).

I immeadiatly called worldwide and they initially claimed that they did not have to move furniture. I pushed back and indicted that their contract stipulated that they would move basic furniture. All I was looking for was a few (3) basic large furniture pieces moved back into the room that are to heavy for my wife to assist me with. I was connected to someone who identified themselves as a general manager, and this lady indicated she would follow up with their installation department and get back to me. Even with the Christmas holiday taken into consideration It has been several business days and they have not respnoded.Desired Settlement: I am happy with the carpet. It seems to be of good quality and the installation of the carpet itself seems to be professionally done. My wife had even made a trip out to an ATM machine to get cash to make a nice tip directly to the installers while they were here. Since they did not finish the job, fat chance of that.

Since the installation portion was not completed as per the terms of the sales agreement, I feel I am due a refund of a portion of this installation fee. 50% seems reasonable to me considering their employees flat out refused to complete the work even after it was pointed out to them in writing.

Business

Response:

Our store manager has since been in touch with the consumer. Although the installers are not required to move back any furntiture that they did not move out they would normally help out whenever possible. Unfortunatley the customers carpet was installed on December 23rd which is our last installation day before Christmas and the installer still had 2 more stops to get done that day. In addition to our sincerest apologies the Store Manager is sending the customer a store credit for his troubles.

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]. The statement made by the store represenative in this response is not in agreement as what was described by their sales represenative. It is also not what is in writing on their sales agreement; which is what really counts. The terms on the sales agreement simply state "includes moving basic furniture". There is no exclusion written in their sales agreement that they will only move back in what they move out. In reality I saved their employees a fair amount of work by having the room emptied out before they arrived. To take this as an excuse is a lame, merely a means of taking the easy way out, IE to do the least amount of work possible. I acknolwedge that the store has exteneded some credit back on the sale. However for a retail establishment to not honor the terms written sales agreement is not good business practice. To continue to be evasive in this manner is doubly at fault in my opinion. If they wish to operate on the premise of "we will only move furniture back in that we move out"....then they should ammend the terms of their written sales agreement going forward, not be staunchly defending the actions of their installers in this instance. I will not be back nor can I reccomend others to their establishment if this is how they regard their customers.I do however consider this case closed however; as I am not interested in pursing this further. The carpet itself is in and looks fine. Their installers ony cheated themselves out of a nice fat Christmas tip, and managments' response on this issue has only served to blemish the name of the business, IME.

Regards,

Review: On August 7, 2015 I purchased Laminate Flooring, including installation from WWF. (see Order #453584)

On August 12, 2015 my floor was measured by your personnel.

On September 10, 2015 two of your “Professional Floor Installers” arrived at my home approximately 1:PM and started to installation process, which first required the removal of carpet then the installation of the underlayment and then the laminate flooring, ¼ round and T-Moldings (3). As it was lightly raining at this time the installers decided to do all of the cutting in the room where they were installing the floor without closing that room off from the rest of the house resulting in my entire home being covered in a fine dust, which I will get back to later.

On September 11, 2015 after my wife and I ran a vacuum cleaner and shop-vac in the room that received the new flooring and removing all of the dust that had settled in the corners, at the juncture of the floor and the door-jambs, door stops (this is later) we were disappointed in the “Professional Workmanship” of the installation. Because No Oscillating Saw was used in my installation; the door casings, jambs and other molding were not cut properly to allow the flooring to slide under the door casings, jambs and other moldings resulting in the most “Unprofessional Workmanship” I have seen in a new floor installation. I speak as a retired Construction Official, Building Official, Building Inspector and Professional Carpenter. I called World Wide Floors at Lawrenceville, New Jersey and they had someone from the Installation Department call me, I told them that I was very dissatisfied with the work performed at my home and the person I spoke with said they would send a team out to my home to look at the issues and get them taken care of. I insisted that they send a different carpenter than the one who did the installation.

On September 12, 2015 The same man who did the original installation showed up at my home, I let him in and showed him all of the locations that were problems including the “French Doors” that no longer shut because of the T-Molding. He mentioned caulking as a cure for some of the short-cuts taken in the installation. I told him caulking was not a solution. He measured the flooring to be replaced and the number of T-Moldings needed and left saying he would contact me when the material was in to set-up the corrections. I called the “Installation Office” and told them that I did not want the man who did the installation and who had just left my home to come back and perform the corrections on my home as he did the sloppy job to begin with.

On September 18, 2015 two different installers from World Wide Flooring came to my home to review the problems with the installation of my flooring. They seemed to understand but when I asked them if they had an oscillating saw they were confused. So I showed them one on my smart phone, they said they had that. They then made a second list of flooring, moldings (1/4 round) and T-Molding needed for the proper installation and told me that I would get a call in about a week to setup the date for them to come back and take care of the problems.

On September 25, 2015 I called WWF and spoke to Jeff. I told him about the whole mess and he said that he would have Alison from WWF Installation Office get right back to me with a date for the repairs to the original floor installation. I received no call that day.

September 26, 2015, 11:AM I went to WWF store in Lawrenceville, N.J. and spoke with Georgian [redacted] the Assistant Store Manager and laid out my problem with the installation and the lack of communication from WWF Installation Office. Georgian sent an e-mail to the Install Dept. and said that I should here back by Monday, September 28, 2015.

October 1, 2015 at the time of this writing I have not received any communication from the WWF Install Department. I called Georgian [redacted] the WWF Assistant Store Manager and recalled for her the chronological history of my flooring experience and my utter dismay at the lack of progress in the repair of my floor. To say that my wife and I are dissatisfied with the WWF response is an understatement. Georgian said that she understood and would personally contact the lady at the Install Dept. and would have her get back to me today. 10 minutes later Georgian called me back and said the lady she was calling was off today but that she would have her call me tomorrow.

October 6, 2015, the same men who did the original installation of the flooring came back to my house with the proper tools and proceeded to correct some of the flaws in the installation while creating new flaws. When the men left my home I called Joe at the Installation Department and told him of the latest developments. Joe said he would check and see if the additional flooring and trim were in stock and call me right back. Joe called back and said that some of the material was in stock and some was not. He would call me back when all of the material was in and schedule for him to come out to my home and see that all of the issues were taken care of.

October 19, 2015, Joe called and said that the flooring was in but he needed another week to get the moldings. He will call back and schedule an appointment.

November 2, 2015, called Joe at WWF left message with my info and asked for a return call.

November 3, 2015, called WWF and asked to speak to the Store Manager Tom, left info and asked for a call back.Desired Settlement: The flooring and other material were fine; I have issue with the “Professional Installation”. Now, some of the ¼ round and all of the T-Moldings will have to be replaced. And an additional box of the flooring will be needed to replace all of the short cut flooring.

I need to hear from someone from WWF and get my installation completed.

Business

Response:

I apologize for the inconvenience caused to our customer and will be sending them a store credit for thier troubles. Additionally, we were there 11/10/2015 to complete installation to the customers satisfaction. If a copy of the signed work order is needed please let me know and I can send it to you. Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Finally, a beautiful job, well done. Thank You So Much.

Review: My wife and I had purchased vinyl floors and carpets from Worldwide. At no point in this sale did the salesman ever fully explain in detail the accurate policy and procedures for installing the floors. I personally ripped out all the carpets and tiled floor in our home all the way down to the ply wood floor for the installers to come 1 week later to lay the new vinyl flooring down. [redacted]At no point did Worldwide ever mention new plywood flooring would have to be laid down, sanded, and made available for the new floors to be put down prior to installing the new floors. In addition, they charged us an excess of additional $900 dollars prior to installing our floors. [redacted]Any normal company would come out to the home prior to installing to make 100% sure that the floors are prepared and ready for installation of their needs, because they never came out to view, we are out $900 dollars. I feel I have been taken advantage of and Worldwide should be more upfront and honest with their customers. If you are in the business of flooring, you must explain to every customer as if they were not in the flooring business "what needs to be done prior to laying floors down"..!!

Furthermore, the sales rep contacts me at work and on my cellphone "SCREAMING" at me that the floors were never ripped up, that I am waisting their time, however, he was never present at the home......He had his installers on the other line making up lies. I have full proof with video and photos to share if needed.Desired Settlement: Due to the lack of knowledge on their end and not fully disclosed in writing or verbally their means of to lay flooring down. We are asking Worldwide to take that additional $850 plus dollars they took from us on 9/17/13 and refund it back to the credit card used for that additional payment. This is a complete bait and switch.

Business

Response:

In speaking with our Manager of the Fairfield store and the customers father , there was a miscommunication that got out of hand. The customer's father told me that this complaint along with complaint # [redacted] , which is entered by the same customer under a different address were being dropped by the customer.

Consumer

Response:

This is a complete fraud and bait & switch on the part of Worldwide. This company never obeyed the statue laws by the state of NJ umder rhe Home Improvement Act, never came to my home to see the necessary needs for preparation of the flooring, they tacked on more monies for installation and made us pay before installing after laying out pocket expenses.This company does not value customers, warranty, terms, conditions, or the laws of NJ amd should be subject to fines and should also in return pay us for the pain and sufferinf of their incompetence.In addition, when laying flooring d0wn...y0u allmolding They they would put new molding in after floors were d0ne...they did not.More importantly, how can you bill someone for more installation when uou never came to my home to visit prior to work?I would like Worldwide to make this right or we will seek proper representation.

Business

Response:

We originally went out and estimated the job. The customer decided to remove the existing ceramic or have someone remove the existing ceramic and the floor was to be ready for installation. When our installer arrived the removal and prep work that was done was not suitable for us to install over. The customer was given a price for the prep work and they approved it before we started doing the installation. The customer was never olbligated to have us do the prep work he could have done it himself or chose to have someone else do it.

Consumer

Response:

Worldwide did come out to measure, that is the only truth this man has ever deliverd. After they measured, they lied 3 times about products; (1) products being in warehouse, (2) orders never came in and had to ship from CA, and (3) products were on a truck that broke down. Not to mention, the salesman calling me the day of the actual installation and harrasing me over the phone (Screaming, and carrying on), Specically using profanity, foul language, and very unprofessional.

His workers never came back to my house to make sure the preperation was to his "standards", I personally went to the house and saw the workers lay the floors down on the actual ripped up florr with no replacements. It is very obvious they pocketed the money, "bait & switched".

I have no trouble taking this complaint to the next level unless I recieve back the the additional monies laid out for them to even start my job. Prior to starting the job we paid in full on credit card $9000. They asked for an additional $2000+ dollars.I can take this to the proper authortities, I can take this to channel 5 news, I can take this to our attorney, it is complety up to Worldwide to make this right. ALSO, I have a huge unopened box that was never used....They over measured, made us pay more....and totally took advantage of us!

In addtion, the day they installed the floors, they did half our livinig room, stopped and never came back for 3 days. Then when they came back later to finish the wood floors it took them another 2 days later to do the carpets.....When the Sales Manager said "WE CAN HAVE THIS DONE IN ONE DAY, BUT YOU WILL HAVE TO PAY THE EXTRA MONEY FIRST BEFORE MY GUYS DO ANYTHING" They also ripped half the molding off the walls, installed the floors and I had to pay for new molding.....

This company has no morals, intedgrity, or customer satisfaction. I am very upset with there job, their craft and business ethics.

Review: [redacted]

I am rejecting this response because:

Regards,