Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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.

  I placed an order two weeks ago and have called numerous times, only to be stuck in their phone carousel system. The system is designed to disconnect you and leave you in a loop. After figuring this out and waiting in the 5-minute queue for over an hour, you might finally reach someone. However, the callback system doesn't work, and neither does the chat service.I've been told they can't refund my money until the items are shipped, but they can't verify if the items have been shipped or provide any updated information. They repeatedly promise a follow-up call with shipping and delivery details, but it never happens. They refuse to cancel the order until they have confirmation, which they can't provide.I even tried contacting the owners directly using a number provided by their CSR via ******, based on a review I left. This number just leads to ************ services and then an inbox. I feel like this is a bait-and-switch situation. I blame myself for not checking their ****** reviews, which would have given me a clear picture of their business operations.

  

  Business Response

  Date: 12/20/2024

  We have contacted the manufacturers for an update on the customers orders. We have been in contact with the customer and advised him we would update him as soon as we hear back regarding the ordered statuses. There are delays due to the holidays but we are working diligently to resolve this for the customer our last contact with him was on Monday and we have requested updates again from the manufacturers. 

  Customer Answer

  Date: 12/20/2024

  That is not true and in-accurate. I have made many attempts to call and receive no pickup now. I have called the line they provided me for direct help, no one answers. I have been unable to contact and get a hold of anyone , I have requested cancellation and have been told they WONT do so until they can verify shipment, but can not verify the shipment for 2 weeks now . . .?

  

  Business Response

  Date: 12/23/2024

  We have been in contact with this customer since 12/16 to get an update for him. He spoke to 2 phone representatives, and a chat representative. His last message to BBB was to cancel so that is what we are working on now. We have confirmed cancelation for the rolls and we are working on the cancelation for the wall base. 

• Initial Complaint

  Date:12/13/2024

  Type:Product 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.

  I have put a purchase to buy rubber flooring on Dec 2nd 2024. A charge of 884.10$ was taken from my credit card on Dec 2nd. The status has been "Processing" since then. I have been calling or connecting with an agent on chat on daily basis to get an update on the purchase. The response I get is that they will be sending an email to the manufacturer and will get me an update as soon as possible. The answer is literally the same every single time I reach out.The last time I connected and asked for cancellation and I was told that they have to check with the manufacturer to make sure that it was not shipped yet, since they can't refund a purchase if it shipped. days passed and nothing happened. I reached out yesterday and I told them I don't care about what the manufacturer is doing, just cancel my purchase since it is not going anywhere. They mentioned that they I will get a cancellation notification by the end of the ****** this point, I want to cancel since the rubber flooring is not being shipped and I have plans that might get impacted because of it.

  

  Business Response

  Date: 12/17/2024

  We are assisting the customer with the cancelation. We spoke with him yesterday and requested cancelation it is being worked on today and the refund will reflect in his account is 4-6 days. 

• Initial Complaint

  Date:12/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I placed the order on Nov.26, 2024. The company immediately charged my credit card $504.65.I called the company several times to get a status on my order but could not get anyone to answer the phone or respond to my emails. When I used the "Live Chat" feature on their website it was AI-driven and useless.I need to understand if/when they plan to ship my order or when I receive a full refund.Thanks You **** ****

  

  Business Response

  Date: 12/13/2024

  We have spoken to the customer regarding this issue and will be providing information regarding tracking on Monday. Customer has agreed to wait for tracking and will resolve dispute one he gets it 

  Customer Answer

  Date: 12/15/2024

  The companies' representative said that the product will be shipped on 12/16/24.  I do not want to accept their response until I receive my order.

   

  Thank You

  **** ****

  

  Business Response

  Date: 12/19/2024

  The customers order is out for delivery today with RL Carriers Pro #I822776814. 

  Customer Answer

  Date: 01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:08/01/2024

  Type:Product 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.

  I purchased over $350 in rubber flooring for use as a simulated indoor hockey practice surface and the floor did not perform as advertised by Flooring Inc.com. I contacted the company and requested to return the flooring to the company for a refund and the company denied my request. I continued to reach out to the company for a refund and even provided them a video showing how the flooring did not perform as advertised and they still would not provide a refund. The company now will not respond to my requests for a refund so I am contacting the BBB.

  

  Business Response

  Date: 08/01/2024

  Our communication with the customer reqgarding the issue with his tiles was delayed as we were awaiting the production facility to review the issue with the order. The production facility has offered a replacement for the tiles or a refund which the customer is requesting. We have advised the customer of the 2 options and if he prefers a refund we are more than happy to process that and to please allow 2-3 business days to see the refund back to his account.  

• Initial Complaint

  Date:07/12/2024

  Type:Product 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.

  Outdoor sports tiles were ordered from the company and there were 2 shipments received, One of the shipments was damaged and I have not been able to get the company to **** to rfund the payment for same. They have given conflicting information as to whether the tiles have to be returned and if so, have not arranged for them to be picked up. They have now said they will arrange for the return but wil deduct the cost of shipping from the refund which is not acceptable since these are damaged goods.

  

  Business Response

  Date: 07/17/2024

  We sincerely apologize for the issues you've encountered with your order of outdoor sports tiles. It is clear that our handling of your damaged shipment has been inadequate and confusing.
  We regret the conflicting information provided regarding the return and refund process. Please know that we are committed to resolving this issue promptly. We have sent return shipping labels for the 3 remaining boxes and we do see movement on the return tracking at this time. Once the tiles have been returned and inspected we will provide a refund. 

• Initial Complaint

  Date:06/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered Flooring on April 19. Was told it was on backorder until June. Got an update with Tracking on 5/22. Yet it just said awaiting pickup. Emailed to ask if they do the sketchy create a label to appear to be fast and then don't ship for weeks. Was told the next day 5/23 on same label it shows going out. Yet I track and it's still awaiting pickup since 5/22. No on responds to emails, you call, it says 2 min eta and after 10 mins, it tells me I called outside of their open window ending at 7pm EST. Its 2:50pm EST. Chat can't find anyone. Is this a scam? I just want my order Order *******

  

  Business Response

  Date: 06/11/2024

  The customer Placed the order on Pre-Order so the product was not in stock when it was purchased. We provided a lead time on the customers receipt that the product was Coming Soon
  Gunmetal ships 05/15/2024. The Product is still unfortunately on backorder. The customer did contact us to find out why there was a tracking number stating label created with no movement and I personally contacted the customer back on 6/3 as we are not open over the weekend when he had sent his inquiry on 6/1. I advised the customer that I would contact our warehouse for an update and at this time the product is still currently on backorder. At this time we can offer to cancel the order and refund in full or we can look into other color options if they are interested of colors that are in stock. After my response to the customer he has not contacted me back. If the customer would like to cancel the order and receive a refund we are more than happy to assist in moving forward and doing so although we do apologize for the backorder issue with his tiles he purchased. 

  Customer Answer

  Date: 06/13/2024

  The dates are not true  and no one contacted me so how can I contact them back? I had to repeatedly email and call because no one would respond.

   

  I have the floor down other than the two boxes I need. So unless you are going to refund all of it so I can rip it all out and use another color, that isn't going to work.  I have no choice but to wait. The issue is you failed to communicate the backorder status beyond 5/15 and then lead me to believe it was shipping as stated on 5/22 when I was sent a tracking update and number. 

   

  You keep creating ***** labels for product that isn't shipping why is this? Is it to mess with metrics and your "fast shipping"? I got yet another update that it was shipping and yet, label created and not picked up. If its on backorder until July, why do I keep getting tracking notifications with packages that go nowhere? 

  Why tell me 5/15 on the order, which I knew, generate a tracking number on 5/22 and then nothing.....if you knew it wasn't coming in? This is incredibly deceptive and I have received 3 of these such notices with nothing happening. 

  

  Business Response

  Date: 06/14/2024

   At this time we can offer to cancel the order and refund in full, I can offer a courtesy refund of $15.00 on the  $47.72 order or as previously stated we can look into other color options if they are interested of colors that are in stock.  Please let us know how you would like to proceed. 

  Customer Answer

  Date: 06/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The action being the $15 courtesy refund.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/18/2024

  Type:Service or Repair 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.

  I ordered a oak Modular Dance Floor Kit earlier this year (Order #: *******). After assembling the floor tiles, the last piece of the floor edging section was an incorrect piece and did not fit the last open spot. Since a section of the floor is missing the edge, it is now a tripping hazard. I have contacted Flooring **** via email MANY times since assembling the floor and sent multiple pics illustrating the issue and the incorrect edge section. After sending my first message (with pics), DoriRose at ******************************************************* responded with "This was reviewed by management at the manufacture level and they stated that the pieces you were sent were correct that you did not install the edges correctly and where they should be installed. They will not be sending any replacement parts. I have re-reviewed with them and this is what they are stating. I apologize for the inconvenience. Have a great day!" This response is incorrect, since I had already assembled the full dance floor (minus the one piece) so I know if the last piece of edging fits or not. I've also sent multiple pics, including the ones I've attached here. If you look at the pics, you can easily see that the edging section is incorrect and will not fit (i.e. the rounded section is on the wrong side so is meant for a different corner of the floor). Following their initial response, the only messages I've received from them is that they are busier than usual and I should hear back within 2 - 5 business days. I've also tried to call them directly but have had no luck getting through to an actual person.

  

  Business Response

  Date: 06/03/2024

  We apologize, we are reviewing to find out exactly what edge piece is missing and sending one as a replacement. We will be providing a new order number as well as an update on a new tracking number to the customer as soon as it is available. 

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I ordered the flooring and only received the order confirmation. I have called repeatedly and waited on hold, only to be notified that due to high call volume I have to leave a message. I reached a live person who gave a ship date that has already passed, so I want to cancel the order, but their policy says I have to speak to someone to do so. I can't reach a live person to cancel. I put the charge into dispute with my credit card company.

  

  Business Response

  Date: 03/22/2024

  A refund has been processed at this time in the amount of $995.79. We ask that the customer allow 3-5 business days to see the refund in their account. 

  Customer Answer

  Date: 03/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair 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.

  Rubber Flooring ordered. Three separate rolls with three different thicknesses leading to unacceptable tripping hazards. Contacted customer service. No timely response. Required additional $63 to source subfloor material to compensate for product defect. Company eventually responded. Requested to send out representative. Replied back on 29 Jan and have not heard back since. Seeking company pay additional cost ($63) to correct their defective product.

  

  Business Response

  Date: 02/29/2024

  Good afternoon ****,
  
  I regret to learn about the challenges you've faced with your rubber flooring order, particularly the varying thicknesses of the rolls resulting in tripping hazards and the delayed response from our customer service team. I completely understand your request for compensation to cover the additional expenses incurred due to the product defect.
  
  I'm reaching out to address your request for a refund of $63.00. I am more than willing to issue this refund to your account if it would assist in resolving the issue satisfactorily for you. Please let me know how you would like to proceed, and I'll ensure that the refund is processed promptly. I sent you an email as well if you are able to get back with me, so I can assist you further. 

   

  Thank you, 

   

  ***********************;
  
  
  

  
  

• Initial Complaint

  Date:12/18/2023

  Type:Order 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.

  I attempted to contact Flooring *** after receiving my damaged shipment. All I wanted was the damaged planks replaced. After all I paid for **** square feet of useable material. Not **** of usable and 300 of chipped up garbage. ***** DOZENS of failed attempts, I finally made contact with someone and I thought I was finally getting somewhere. But now they are totally ignoring my emails and when I get lucky and do get a person on the phone Im put on hold and back into their automated system which hangs up on you after 20 minutes. I have given them ample opportunities to correct this. I have given them everything they asked for and I am being made to jump through hoops because they dont want to pay for their mistake. This business is the worst Ive ever had to deal with in my life and if I dont get some form of restitution, I WILL be contacting an attorney to discuss my options for litigation.

  

  Business Response

  Date: 12/26/2023

  Good morning *****, I do apologize that your order was damaged in transit. I do see that ******* has requested a replacement order for you back on 12/21/2023 Order #: *******, this is for 7 Copano Oak COREtec Pro Plus 7" Rigid Core Vinyl Planks   - 7" x 48" x 5mm. The lead time on the order is Dec 26 - Jan 3 at this time. Once the order has been shipped we will provide you with a new tracking number.