FlooringInc.Com Avis 1 573

Like pulling (your own) teeth trying to find an employee there willing to assist you with *their* screw-up.

I received stair risers, but not stair tread from a single order with a single tracking number. Needless to say what I received was less than 20% of what I paid for. Despite this, I learned after repeated calls to them that the missing product had been discontinued months ago. Here it is instructive to describe said calls: you're routinely informed that they're experiencing high call volume, and that the expected wait time is 5 minutes. This expected wait time never varies, and is NEVER correct. Expect more like 30 minutes of repeated attempts to bludgeon you into dealing with a machine rather than an actual human. As often as not this 30 minute waste of your time results in a machine telling you that 'we're sorry, it's not possible to speak with somebody at this time. Please try again later'. As maddening as this is, more maddening still is the de rigueur 'your call is VERY important to us' bald-faced-lie-to-your-face.

On the 5th attempt I managed to get a reasonably attentive employee -- from whom I learned of the product discontinuation. I picture in my mind that individual responsible to fulfilling the order learning that there was no product to ship, and deciding to only send the risers -- and I just don't get it. Well, I do get it, but I don't like what it says about that individual or the company who would tolerate that level of laziness.

You'd think an email at the least, or a phone call advising the customer would be in order, but no. As of this writing I'm FULLY expecting to have to subject myself to more wasted-time in their infernal phone holding pattern in an attempt to chase down a refund that doesn't begin to compensate for this frustration.

After such colossal time waste, it naturally begs the question of why I'd expend more time & energy with a review like this. The answer: I like to think it saves the next poor schlub similar rage. I'll be heading for other review sites directly.

Use this company at your own peril.

Here is an honest review of this company and its business practices as far as I understand them from my own experience (This is my personal opinion).

Before I spent a lot of money, I researched the company to find out what to expect and it was pretty much spot on with the unhappy comments people had on ordering and delivery expectations. I recorded the whole transaction on both orders and took photos for my protection because I knew what others had been through.

The ordering process: Simple, quick, easy to pay and they run offers and specials to entice you to buy. In my opinion it is not worth purchasing the fast option as the orders seem to come within the time period the delivery trucks can get to you, so I did not opt for the quick-ship option and did not pay extra needlessly. I recommend you don't either. There are accounts of others being unhappy as well from what I researched with ordering quick-ship so I am glad I didn't bother with it.

Deliveries: Delivery is done by a 3rd party that could care less about your satisfaction (only that you sign the POD ticket as delivered without damage on their watch). Delivery for both orders (2 weeks apart) took about 2 weeks each to arrive. The first was an order for 3 rolls of 24 foot by 4-foot rolls. The second was 5 rolls of the same. This was ordered to be installed into a garage gym.

The Issues: Both orders came damaged (I was not surprised based on all the reviews I read). The delivery driver will tell you they did not damage the shipment and it’s the shipper's fault (floorininc). They will do a song and dance to not get you to write on the receipt that it is damaged because they don't want to get in trouble. If the damage is inside the cellophane wrapper -which it was for my second order, the shipper (flooringinc) is definitely at fault for the item- but in my case they try to say that “you didn't sign the form saying it was damaged.” Which I DID, but they will say you did not. I even supplied about 10 images with the damages to show them I needed a refund on 3 of the 8 rolls I received. Remember, you cannot notate damaged product until you fully open them ALL up to inspect them so they count on not being responsible once the delivery truck driver has your signature without any markings of damage. How do they expect you to notate damage on rolls after the delivery guy leaves and the damage is clearly inside the cellophane not done by the delivery service? This is where you will be left with unhappiness and left holding the problem yourself. Then, when you open up the rolls you may be further unhappy as I was. 3 rolls had paint speckles on them, one was warped, another had printing variances and marks on them that do not come off (this was not supposed to be the case if you got the regular roll) as well as tears. I provided all photos to them and after a lot of teeth pulling, they provided a laughable 25$ for a tear on roll 1, 139$ or 20% off the 3 rolls that were damaged. My request was refund of 3 rolls, which was very reasonable due to the damage throughout the whole rolls. They did not want to grant this.

**CONS: Delivery times. Delivery may not match expectations. Most likely there will be some sort of damage to the rolls by the time they get to you. Damages won’t be covered as you feel you need reimbursement for them. They do nickel and dime you. Shipping is ALSO expensive, few hundred dollars. Weight is large, about 215 lbs apx per 24 x 4foot roll. You will need help unloading these and inspecting them. Customer service is only via CHAT. The member names Tasia was the most responsive in my experience. Forget the phone support, you’ll be on the line for hours if you even get someone to talk to you – Big Red Flag. THEY DO NOT CALL YOU or get back to you in time. I waited for a week for a reply and I had to reach out to THEM. Sadly, you will have to file with the Federal Trade Commission to get them to take you seriously and have your consumer rights protected.

**PROS: Easy ordering. Decent pricing.

OVERALL: Unfortunate because this company could really soar if they just were a little better with their delivery structure. I REALLY wanted to have a good experience with them since I am a YouTuber and could give them a lot of biz. I would not buy from this company again and I would not recommend. If you do venture into their waters and get any damaged goods: Do not let the delivery driver leave until you inspect all the product while you video the delivery and take photos of the products. If any damage, write DAMAGED in large bold letters over the POD. Retain your copy, retain email conversations, time stamps, videos, photos and PODs for your records- you’ll need them all for filing a claim.

Good luck.
_______

*** UPDATE 10/14/23: Tasia and Lydia Settles were KEY in helping resolve the credit refund, although the damage was done, these 2 improved the rating from a 1 to a 3.

Won’t return my calls. Can’t get information from them. They put the charge through right away. I think they are going out of business and are collecting money.
DONT DO BUSINESS WITH THEM

Never Again. I have ordered from this company many times in the past and had found them to be reliable. Not this time. The product is horrible. The quality is way below what I have come to expect from them, within the same price range as before, and the ‘friendly customer service associate’ was not but told me she is actually very friendly. If you have to tell me that . . . Until this order I would have highly recommended them but not any longer.

Dori Rose went above & beyond in resolving my problem relating to order #4787792. Her polite & effective resolution was truly exceptional customer service. Based on my interaction with her I would not hesitate to order from you again or refer friends/ colleagues. You are fortunate to have someone like her on your staff. Her customer retention skills are priceless.

Thank God I ordered samples before ordering $1800 in Garage Floor Tiles!! Customer Service is non existent and the order tracking on the website does not work. Called and was told hold time was 2 minutes and after 20 minutes I opted for the call back and was never called. If this company is still in business it's a miracle!

Found the floor I was looking for on their website. Sales person got a hold of me via email to answer any questions. I asked about how quickly they could ship and she advised 2-3 days and offered a 3% discount. I tried to purchase using Paypal and it was declined. Paid with CC and was accepted. However, I never received a email confirmation. I called and got through Customer Service and sent email confirmation. This was on a saturday, come Monday both my Paypal and CC were charged. I called again and Customer Service advised they did not see a charge went through from paypal. She also advised it would be 7 days until shipping. 10 days later and I can't get through customer service line. I have been calling everyday for 3 days. No answer and then hung up. I am worried I am getting scammed.

No email confirmation, so no receipt. No one answers the phone, no one texts, no one emails back. I definitely got scammed and will dispute the charges with my bank.

I ordered "free" samples, which cost $5. They billed my card, but never shipped. Emailed customer service. No reply. I reversed the CC charges, ordered again. No bill, no ship. Finally, after the FOURTH email, I got a reply, saying they were out of sample...

This company is AWFUL! If they can't handle a sample shipment, would I order $400 worth of tile from them. NO WAY!

I ultimately found the exact same product for a good bit less per foot and got the tile (with free returns) in two days!

I felt I got personal treatment. The staff member listened to me, responded quickly, and in a positive manner.

Friendly, Fast and easy!

Where are you guys? your AZ location is closed, emails come back, I been trying to contact your business since Feb 2023, pending order is still pending.

Simple question are you in business, and whats contact #,?

This young lady checked on my order and said it will be shipped on the 28th and she will check on the 28th that it is shipped and will email me a tracking number Great job over and above!!!

I am still waiting to hear back from Jasmine. I’ve tried email and am still waiting.

The flooring is great but the square footage measurements are a lie. The tiles measurements state 20.5" x 20.5" which includes the tabs, therefore they are really only 19.9" x 19.9" but they sell them and base their pricing on a 2.92 sq ft tile. Although the tile technically is 20.5" square it will only cover 2.75 sq ft so the sq ft pricing they have listed is false. If you go by that measurement you will not have enough tile.

Very professional, helpful, and my salesperson even worked to find the most economical solution to fit my needs. Well done and thank you very much!

Customer service was great . She was able to settle my issue promptly and to my satisfaction. Wish all customer service people were like her

Your representative went beyond his duties, at least I believe. Very courteous and helpful explaining pricing, but above all with getting the design pattern for my even though I should have done it on the Webb site. Afterwards he followed up with a phone call to ensure I understood and to provide additional help if needed. Great job! So far, its been the best customer service I have experienced this year.

Thank you

Ordering was so easy! Cannot wait to install the dance floor for our daughter!

Katelyn was amazing! She went above and beyond to help me with my order.