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: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. 
  

  
  

• Initial Complaint

  Date:12/17/2023

  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 ordered from Flooring **** website. I own schools for children diagnosed with Autism. The flooring ordered was supposed to go into a sensory gym. There is no way to contact this company for a refund, or to re-deliver the order. The order is over ***** US dollars.

  

  Business Response

  Date: 12/18/2023

  Hello Team,  I have spoken with our customer ****** and the accessories that show delivered have not been received.. We have started a trace with the carrier. The tiles on this order are currently back ordered until January ****. We have a follow up set with our customer for 12/28/24 to review the loss of accessories and for 1/23/24 to review tracking for the tiles. 

• Initial Complaint

  Date:12/04/2023

  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.

  Hello, Order #******* Date Placed: October 05, 2023 Product: Dura Lock Rubber Tiles (Blue Gray - 10%)Quantity: 45 tile(s)This dispute is because the company provided an incorrect number of tiles. I received 9 extra corner pieces as opposed to the expected 4 corners, meaning I did not have the required number of tiles to fill in the floor space. I have attempted to contact the company via phone, email, and online chat within the original 30-day guarantee period, but to no avail. I did eventually get a hold of an email ******************************************** who requested photo evidence of the extra tiles, which I provided.Because it has taken so long to get any resolution, I placed a NEW order with the tiles that I needed (Order #******* Date Placed: October 31, 2023). However, I have yet to receive the partial refund from the original order. Their phone number rarely connects to a human. Their call back function never works and I do not receive a call. Their online chat just redirects to a phone number to call. Their text function just ends up with a generic "we will call you later" response. While I am grateful that ****************************************** was the only person to email me, I have yet to hear back on the status of my partial refund. From my original order date of Oct 5 to today December 4, it is now 2 months since the transaction. The business has not tried to resolve this problem.It is now well past the 30-day window, but I would like a refund for the incorrect 9 extra pieces of corner tiles but they have not helped me do so. The rest of the order is fine since I have already installed the floor pieces.Thanks

  

  Business Response

  Date: 12/11/2023

  *******, I'm sorry to hear about the frustrating experience you've had with the order and the challenges in reaching customer support. It's certainly not the kind of service one expects when making a purchase. I have reviewed the order notes and I have requested your refund for the 9 tiles back to your account + tax and shipping cost. Please allow 3 days to see the refund back to your account.

• Initial Complaint

  Date:11/20/2023

  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.

  Order# ******* Order date Sept 2, 2023, Affirm loan processed on Sept 5. Product originally was scheduled to ship on Oct 23 and was set up to install on Oct 25. Product was shipped on Oct 12th but was first examined on Oct 24th.First call was made on 10/25/2023. After opening pallets, I immediately noticed that colors were inconsistent. I stopped installation to call vendor. It took me several attempts to get a phone call through but I did get through and talked to ********. She told me to get a count of the colors and email pictures. After further examination of the floor, I discovered it was not only the colors that were inconsistent but also the thickness and the gaps in the interlocking tabs. I took pictures. Out of 198 tiles only 37 were the right color.I have no idea how many dye lots were used to fill my order but I would say at least 4 or 5.I sent email on Oct 26, explaining the safety issues of the different thicknesses, I would no longer be able to install flooring. The flooring was to be installed in a building for my son, **** to train service dogs. My son had a brain tumor removed in 2007. He had a stroke and was left with balance issues, fine motor skill challenges and walks with a gait. Uneven surfaces are a hazard for him.I did not receive a reply. Oct 30-Nov 2 made several attempts to call. I left messages, was placed in call back queues, set up call appts, none of which were answered. I finally was able to call new sales and was placed on hold for ********. She said she would send message to team for review. On Nov 6 I received an email from her thanking me for my patience, the photos were being reviewed & she would be in touch by the end of the day or next.Nov8 sent email checking on updates-no response Nov9 I left 1 star ****** review Nov10 received response from review & was assured of a resolution Nov13 was sent a link of one other flooring option, I asked for sample Nov14 requested refund&return Still no response

  

  Business Response

  Date: 12/18/2023

  Hello Team, we have refunded this order in full on 12/07/23. 

  Customer Answer

  Date: 12/18/2023

  
  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:11/14/2023

  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.

  On 10/20/23 we ordered 3 different color tiles. When we received the package there where 28 boxes instead of the 33 that was supposed to be, all the red colored ones where missing plus black ones, not to even mention some where damaged . After spending weeks with no one answering I finally got in contact with someone that put me on wait indefinitely. The level of unprofessional this company operates is unmatched.

  

  Business Response

  Date: 12/26/2023

  Good morning *****, I do apologize that you did not receive all of the tiles you ordered. I see that one of our customer service agents has requested the replacement order for you to be released, but that there is a credit card dispute open as well on Order #: *******. We are more than happy to release the order for you so it can ship soon, inorder for us to be able to move forward though we need to clear up the CC dispute first. May I ask if you can mark the dispute as resolved so we can release Order #: ******* for 124 Black Indoor Court Tiles   - 12" x 12" Tiles and 168 Victory Red Indoor Court Tiles   - 12" x 12" Tiles. Please reach out to ***************************************** with an update so the replacement can be released to you ASAP. Thank you. 
  
  

  
  

  
  

• Initial Complaint

  Date:11/03/2023

  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.

  Ordered Rosco Adagio Rolls (Black) on 10/23/2023 as part of order #******* ($992.78 total)Quantity: 2 roll(s) ****' x 7'Total: $366.80 ($183.40 each)Rolls were delivered on 10/28/2023. But, one roll was only 80'' long the other 40'' long (each should have been 84'' long). It is as if they took a 10' long roll and split it into the two pieces and shipped it to me... I have since: Emailed about the issue with no response. Called the customer service line and waited over 20 minutes twice only to be told I cannot be served at that time. Left both online and phone messages for someone to call me back and have not heard back from the company.

  

  Business Response

  Date: 11/06/2023

  We have reached out to request more information in regards to the rolls received. We are requesting pictures of the 2 rolls as well as the measurments and we would like to know if they have been installed.  

• Initial Complaint

  Date:11/03/2023

  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.

  On September 13th, 2023 I placed an order through Flooring **** for 5 boxes of Mannington ****************************** (Max073). I was attempting to purchase the same flooring that was originally installed in my home 3 years ago. When I received the flooring, I attempted to install it and immediately noticed a significant difference between the two products. The new flooring has a smooth finish and our original flooring has a textured finish. I then attempted to call Flooring **** and was on hold for around 20 minutes and never spoke with anyone. This was on Friday October 6th. On Monday, October 9th, my wife attempted to contact Flooring **** again and when she finally spoke with someone, she was told that as long as we received what we ordered, we would be responsible for the return shipping costs which would be over 300 additional dollars. I said that this was not acceptable and this was not our fault. I supplied them with pictures of the existing along with what the new product was. Both have the same part number yet have a different finish. They confirmed with the manufacturer that they had changed the country where this product was manufactured from ***** to ***************** and in the process of doing this, the product had changed. I feel as a consumer, there is no way for me to have known this and for that reason, the return shipping should not be my responsibility. If as a company you are not willing to make things right with a customer when something like this happens then you should not sell products online and should limit your business to in-store local purchases only. Shipping costs are part of doing online business. In addition to this, Flooring **** is nearly impossible to contact over the phone and has several days between responses through email. ****** was my point of contact.

  

  Business Response

  Date: 11/03/2023

  We contacted ********** directly and advised them of the issue with the planks that were purchased with Inc stores not matching what the customer pirchased elsewhere. We are not sure where the customers previous order was purchased from but we can confirm it was not through Inc Stores, nor was an order shipped directly to this customer from Mannington previosuly. ********** has stated that his purchase from another vendor may have been a product that was made in ***** and not in the *** as they have another Manufacturing plant in *****. They would have the same name & what not, but they are not always the exact same as what is manufactured in the US. We understand the customer is wanting to return his order, but this would be considered a standard return and we would need to request an RMA from Mannington directly as they provide us with that number. The customer would be responsible for the return shipping cost back to the Manufacturer **********. As stated previously we can not be held responsible for the product not matching what the customer purchased previosuly from another vendor. If both orders had been purchased through Inc Stores, we would be more than happy to advise ********** to return the product and reship the correct product for the customer or issue him a refund, Unfortunately we can not do so in this case, since we are not aware of where his previous order was purchased from. The customer did speak with one of our agents who did advise him of this information as well, that ********** produces materials in ***** as well as the US. We apologize for the inconvenience, we do have a 30 day Money back guarantee on non custom cut orders and so if the customer wishes to continue with a return we are more than happy to request an RMA for them.  

• Initial Complaint

  Date:10/26/2023

  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.

  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 *************************************** 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.

  

  Business Response

  Date: 11/01/2023

  The Customer has been refunded in full at this time for $520.12 TTransaction ID: *****************, Customer should expect to see refund back to Paypal within 3-5 business days, and can contact PayPal with the transaction ID provided and PayPal can advise when the refund is expected to be released back to the customers bank account.  

• Initial Complaint

  Date:10/20/2023

  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.

  In my search for coin flooring I found garage flooring via a ****** search. Their pricing was competitive and with free shipping as most other sellers and they also offered PRICE MATCHING. I was ready to order but not sure on colors so a rep recommended to send free samples which I did online around Oct 4th. I received the samples as well as several discount codes ranging from 25% to 28% off my order despite this product not being eligible for promotions. I went to place my order and the 2 - 7.5' x 17' rolls I initially saw at $156.99 per roll were now $199.99 per roll. I then tried to utilize the discount codes and none of them worked. At this point I contacted customer service and proceeded to deal with ***** who was very helpful over the next few days. Initially I was told that the price I saw never existed nor did they raise pricing in that time. At which point it looked as though I was making up the price. Luckily I had taken a screen grab of the item at the time I ordered the samples so I could order once I figured out which color.I then submitted the pics to customer service for them to do a price match. After several days of getting the run around from management and IT, I was ultimately told that they would not honor the price NOR the price match guarantee they offer online...... Despite offering the same material on their website for as low as $1.60sf, the $1.85sf I was requesting was apparently too much of a loss for them.Its obvious from this interaction, that Garage Flooring **** is making false claims on their website and involved in some type of bait and switch scheme with their pricing......

  

  Business Response

  Date: 10/23/2023

  Good afternoon ****, I am more than happy to look into the discount code not applying for you. May I please ask for an order number so I may assist further? 

  Customer Answer

  Date: 10/24/2023

  If you had bothered to either read the statement or view the attachments you could have answered your own questions.  1) Based on the attachments we're clearly discussing Nitro material so you obviously know there are no discounts.  Which begs the question why you'd send multiple non working discount codes for a product you don't apparently discount.  2) As stated in the complaint, I wasn't able to place an order because I couldn't get back to the ORIGINAL price that are in the screen grabs.  Further, the customer service rep confirmed with MGT and IT that there was no price increase in the 3 days between seeing it and receiving my color samples.  3) So that leaves the price match that you were unwilling to do for your OWN pricing......

  

  Business Response

  Date: 11/01/2023

  ****, I contacted our sales department to assist you with applying a discount code to an order. I was able to locate a Quote ID which is what I had been asking for in the first communication, That is Quote ID ******* for 2 Midnight Black Coin Nitro Rolls   - 5' x 17' - Standard grade Can you let me know what the discount code was for as I do not have that information on my end. I can attempt to add the code manually to assist you but ask that you please help me as well. Thank you. 

  Customer Answer

  Date: 11/07/2023

  Hello:

  I wasn't even aware of a quote number.  To reiterate, I was never seeking a discount.  I was merely seeking the material at the price that was initially shown to me when I went to your website.  The discount code was offered by you as a result of receiving the sample material.  Then the your company refused to both PRICE MATCH your own pricing or accept either of the discount codes.  Though ironically, when I misplaced the screen print MGT said they would need that to match pricing but then when I found it they refused to do so.    

  That said, I only sought to use the discount codes to get back to the original pricing I screen printed.  ******* worked.  One of the codes was "THANKYOU" for 30% and the other was for 28% but I don't recall what it was. 

  Thanks