Complaints

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• Initial Complaint

  Date:29/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom may it concern, Wednesday, Feb 28, I paid 3200 in cash in the floor retail store, **** ***** ******, purchasing the brand name "Vidar", the engineer wood type of the floor, and was asked to pick it up by myself at the Vidar flooring distributor, which is the company I want to report here. While picking up the floors, the warehouse associate did not help us fully remove the floors, a total of 19 boxes, to our cars, and we almost removed them by ourselves, I asked them if they could ask somebody for help. But they did not. I was super unhappy and complaint and reported to the office of Vidar, and the man who works for the front desk asked me to leave immediately, with a super bad attitude, and no apology, even yelling, "Definitely we won't move the floor for you, you have to move by yourself! " And I tried to contact the owner, Michelle ***, she also said it is not their responsibility to remove the floor, and they do not think I am their customer, even though I paid the cash in **** ***** ******, and picked it up from Vidar. I also purchased other products from other companies and pick up from the warehouse, but never removed the products by myself, although the engineered wood is super heavy to carry on. The warehouse associate and the store front desk, maybe call Kevin and the owner Michelle, their attitude is so bad to disappoint me. I do not think Michelle, the owner of Vidar, should push responsibility to the **** ***** ****** because they asked me to pick up from Vidar. Even no apology for my terrible experience. I have all the videos to prove their terrible attitude if you need them. Please contact me if you want.
  

  Business Response

  Date: 16/03/2024

  Dear [Customer's Name],
  
  My name is Michelle, and I am the director at VIDAR Flooring. I am reaching out personally to address the concerns you raised regarding your recent experience with our product pickup.
  
  I would like to take a moment to explain our operational model, as understanding this might help clarify the situation. VIDAR Flooring operates primarily as a wholesale distributor. Our primary dealings are with flooring stores facilitating large volume orders. We specialize in efficiently managing and moving substantial quantities of product, often exceeding 15,000 square feet to pick up daily, with the assistance of machinery such as forklifts.
  
  On February 28, my warehouse team, office representative Kevin, and myself all reiterated on-site that we exclusively utilize forklifts for product handling, not manual movement.
  
  Due to the nature of our operations and for safety reasons, our policy does not typically accommodate manual loading of products into vehicles, especially for retail customers. This policy is in place to ensure the safety of both our staff and our customers, as well as to maintain the integrity of the products.
  
  Given this, retail customers are encouraged to make their purchases through retail stores, like **** ***** ******, which are better equipped to handle individual customer needs, including safe and appropriate product handling and transportation.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  Michelle Director, VIDAR Flooring