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:11/04/2022

  Type:Sales and Advertising 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 purchased a flooring order on 9/19 at 9pm EST for $1,267. The next day I called at 12:30pm to cancel the order, and promptly received a call back at 1:40pm. The customer service representative opened a case, and emailed the production facility to cancel the order. I was told that I would be contacted to confirm the cancellation. Just over a week later, on the 28th of September, I had not heard anything back from the company, and the charge was still on my credit card. The company's tracking information showed that the order was still in process, but did not say that it had shipped. The product I ordered arrived at my home at about 10am that morning. I called and left a message describing the situation and asked for a call back, but no one returned my call. I then called the following day and was able to speak to the customer service representative who originally attempted to cancel my order. The representative said that they did not know why the order had been shipped, and they had not received any notification from their production facility that the order had shipped. The representative said they would put me on hold while they tried to figure out what had happened. After being on hold for about **** minutes, the call disconnected. I called the company multiple times over the following days until I was able to speak with someone - this time a different customer service representative. This representative was able to set up a shipping return. The soonest the company was able to set up the return for was October 11th. I shipped the product return on October 11th, and confirmed with the customer service representative via email that I had shipped the product. It is now November 4th, and I have still not received a refund for the product that I cancelled on September 20th, errantly received on the September 28th, and returned back on October 11th.

  

  Business Response

  Date: 11/07/2022

  Hello,

   

  I am so sorry for the inconvenience of cancelling and receiving your refund for this order.

  You are absolutely correct you placed and cancelled this order way back in September. 

  A full refund was issued on 10/31/22.

  Depending on your bank it should take up to a week to see your funds appear to your original form of payment.

  My apologies again for all the hassle this order has been.

  Hope you have a wonderful day.

   

   

   

  Customer Answer

  Date: 11/10/2022

  
  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:11/02/2022

  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 with Rubber Flooring inc.com, order #******* on October 5th 2022 and received only a small potion of my order. The total price I paid is: $6,242.85 and have not yet been provided with tracking information for the rubber flooring itself which is the greater value of my order priced at: $3,828.00

  

  Business Response

  Date: 11/03/2022

  Hello!

   

  I am so sorry you have not received your full order yet.

  I show that your Heavy duty Rubber Rolls shipped out Via ******************* PRO Tracking #I903645396

  Estimated Delivery date 11/09/22

  RL Carriers phone number ************. They may call to schedule an appointment for this delivery.

  I apologize for any inconvenience this may have caused.

  Have a great day!

• Initial Complaint

  Date:10/26/2022

  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.

  9/20/22 purchase of carpet tiles.Product was too rough in texture for my intended use, so would like to return per 30 day return policy on website.Unable to reach anyone or receive call back regarding return guidance.called 3 times, each time "estimated wait time 4 minutes" but on prolonged hold until recording "due to high call volume we cannot take your call at this time"Left message w/o call back.Have texted through their site w/o response back.tried live chat option on site, but does not work properly (just an ongoing spinning imaging as if trying to connect.Now at 30 day return deadline and not sure how to return and get refund of $346.00.

  

  Business Response

  Date: 10/27/2022

  Hello *****,

  I am so sorry for the lack of communication.

  I  show that an agent Emailed the Standard Return information.

  The manufacturer will still accept this return. Please make sure you include the *** that is provided within this Email.
   
  In this email, I have included all the information needed for your standard return. To make this as hassle-free as possible, here are some simple steps, to ensure your return is processed.
  
  RETURN OPTIONS:
  
  Rubber Flooring Inc's family is happy to announce we now offer a 30-Day Money-Back Guarantee to all our customers in ***************** and ******. This guarantee not only ensures your complete satisfaction, as you may return your product for any reason within 30 days of delivery. We make this super easy for you and here is all you need to do:
  
  To qualify for a Refund:
  
  Please click here for the steps needed to qualify for a refund, as not following these steps may prevent or delay the processing of your refund- https://www.rubberflooringinc.com/returns-exchanges.aspx
  
  Return to:
  ********************** (***#RK132410)
  RETURN ADDRESS
  21 ***************.
  ****, ** 30165
  
  
  (**PLEASE make sure to have your ***#RK132410 posted in BOLD black marker on the outside of the product so it can be identified upon arrival)
  
  Once the order has been shipped back to us, please reply to this email with your tracking information so we can follow up on your return.
  
  *** Returns over 30 days may incur up to a 25% non-negotiable restocking fee; a 10% non-negotiable restocking fee is assessed for all exchanges. All unapproved returns missing an *** (Return Merchandise Authorization) number may be refused upon delivery, resulting in you incurring additional fees and return shipping costs. ***

• Initial Complaint

  Date:10/17/2022

  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.

  The transaction date was 9/21. We had two separate orders and once received I realized the orders would not work with our current project. I have requested a refund multiple times from the company with no follow up or resolution. I have been told they are waiting on paperwork for weeks now. I have called their help line many times and have been left on hold for hours. I have reached out via email and their text help line with no response. I am looking for a return and return full refund

  

  Business Response

  Date: 10/19/2022

  Hello,

   

  I am so sorry for the lack of communication and any inconvenience these orders may have caused.

  Today on 10/19/2022 orders #******* (9/20) and #******* (9/22) have BOTH been refunded back to the original form of payment for the full amount.

  It may take 3/5 business days to see the funds back in your account depending on your bank.

  Thank you for your patience and have a wonderful day.

   

• Initial Complaint

  Date:10/07/2022

  Type:Product 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.

  On August 18, I ordered flooring tiles. When the first shipment arrived a few days later and I opened the box, I realized the tiles would not work for our needs. I attempted to contact customer service by phone and email to ascertain return instructions. When I received no reply, I proceeded to refuse delivery on the subsequent shipments. I again tried to call the customer service phone number and email.On September 14, I received an email from an "Escalation Case Specialist" asking if the boxes that were refused were meant to be returned. I replied immediately explaining the situation and again asking how to return the boxes I still had in my possession and the steps to receive a refund.Two weeks later, with no response, I called multiple times, left messages, and emailed again. I have yet to receive a refund for the returned boxes or any instructions for how to return the flooring tiles I still have.At least 5 times, I have waited on hold for 25 minutes (after being told the wait is approximately 6 minutes) and then the call ends with a message that they are "unable to take my call."I am out hundreds of dollars with no product to show for it and product I don't need and want to return taking up space.

  

  Business Response

  Date: 10/12/2022

  ****************,
  

   

  My sincere apologies for the complications on receiving your refund for the returned ****** Carpet tiles.

  I have reached out to the accounting team and got the tiles that were returned/refused REFUNDED.

  (26) Yellow (26) Royal Blue (26) Orange (26) Red (12) purple

  The refund was processed on 10/10/22, you should see your funds back in your account within the next day depending on your bank.

  I have also included RETURN directions for your (26) GREEN ****** Carpets Tiles

  
  Please click here for the steps needed to qualify for a refund, as not following these steps may prevent or delay the processing of your refund- https://www.rubberflooringinc.com/returns-exchanges.aspx
  
  Return to:
  INCSTORES (RMA#*******)
  2429 ********** STE 10
  *******, ** 85043
  
  (**PLEASE make sure to have your RMA# posted in BOLD black marker on the outside of the product so it can be identified upon arrival)
  
  Once the order has been shipped back to us, please send tracking information to ****.*******@incstores.com with your tracking information so we are able to follow up on your return.
  
  *** Returns over 30 days may incur up to a 25% non-negotiable restocking fee; a 10% non-negotiable restocking fee is assessed for all exchanges. All unapproved or returns missing an RMA (Return Merchandise Authorization) number may be refused upon delivery, resulting in you incurring additional fees and return shipping costs. ***
  
  Have a great day!

   

  Customer Answer

  Date: 10/12/2022

  
  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:09/29/2022

  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.

  We placed order ******* for over $18,000 on 8/18/2022. The confirmation email we received stated: "Thank you for placing Order #: *******. Please review the below information to show the order is paid in full.Your order is scheduled to ship 2-2.5 weeks from purchase and, once shipped, you will get an email with tracking. Transit is typically 5-7 business days for freight shipping. You may also get a phone call 24hrs prior to delivery to set up a curbside delivery window because someone over 18 will have to be there to sign for the order."Several weeks after that we received a call requesting information for the delivery, which we provided. Since that time we have heard nothing. We have sent numerous emails to our contact *************************** requesting a status update and have received no response. We have tried calling their 800 numerous times but end up waiting on hold until the line disconnects at exactly 21 minutes.

  

  Business Response

  Date: 09/29/2022

  Hello!

   

  I am so sorry for delay and lack of communication regarding your order.

  I reached out to the manufacturer and received tracking information.

  Your order shipped out Via TForce Freight Pro Tracking # ********

  Carriers phone number ************ 

  Scheduled Delivery date 10/04/2022

  I apologize for any inconvenience this may have caused.

  Have a great day!

• Initial Complaint

  Date:09/26/2022

  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 have a $10,000 order with them. When I click the link to track it says whoops, if I try to sign in it says I don't exist. When I call customer support I sit on the phone for 20 min at which point they say they are too busy to answer and send you to voice mail. When I leave a message I get no call back. Tried their text support too no response. Tried multiple times last week and this week.

  

  Business Response

  Date: 10/03/2022

  Hello!

   

  I am so sorry you have yet to receive your shipment.

  I also apologize for the lack of communication regarding this order.

  I reached out to the manufacturer to get shipping information.

  They advised that this order would ship out by the end of the week, but would check with planning to see if they could get this order shipped out earlier.

  I will keep you updated via email about the shipping.

   

   

   

  Customer Answer

  Date: 10/03/2022

  they spoke with me last week.  Told me it was shipping between Thursday last week and Monday today. They also said they would send me tracking that day, then said on Friday it was definitely shipping Monday and I would receive tracking. Still no tracking and no response. They only like to respond here and on social media trying to save face but are not actually doing their job. 

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  I apologize for all the miscommunication regarding the delivery of this order.

  We have been working with the production team and the manufacturer to get this order shipped out no later than Friday October 7th.

  I am so sorry that this order has been such a hassle.

  Thank you for your patience.

   

   

• Initial Complaint

  Date:09/23/2022

  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.

  Purchased flooring that was described as commercial carpeting when the carpet squares arrived they were paper thin. I have been calling this company ever since and no return calls or answers. I need to return this item, does anyone work there?
  
  Order # *******

  

  Business Response

  Date: 09/23/2022

  Hello!

   I apologize for the lack of communication.

  
  In this email, I have included all the information needed for your standard return. To make this as hassle-free as possible, here are some simple steps, to ensure your return is processed.
  
  RETURN OPTIONS:
  Rubber Flooring Inc's family is happy to announce we now offer a 30-Day Money-Back Guarantee to all our customers in the United States and in Canada. This guarantee not only ensures your complete satisfaction, as you may return your product for any reason within 30 days of delivery. We make this super easy for you and here is all you need to do:
  To qualify for a Refund:
  Please click here for the steps needed to qualify for a refund, as not following these steps may prevent or delay the processing of your refund- ********************************************************
  Return to:
  ********* *************
  

  **** ********* ** *** ***
  
  ******* *** *****

  (**PLEASE make sure to have your RMA# posted in BOLD black marker on the outside of the product so it can be identified upon arrival)
  Once the order has been shipped back to us, please  email with your tracking information so we are able to follow up on your return.
  *** Returns over 30 days may incur up to a 25% non-negotiable restocking fee; a 10% non-negotiable restocking fee is assessed for all exchanges. All unapproved or returns missing an RMA (Return Merchandise Authorization) number may be refused upon delivery, resulting in you incurring additional fees and return shipping costs. *** 

  Customer Answer

  Date: 09/23/2022

  Hi,

   

  This is the same steps I have been following but I have questions.  So you need to service your customers or is this a way to delay the 30 days?  They need to speak to their customers they sent me my order in over 15 boxes like seriously?

   

  

  Business Response

  Date: 09/29/2022

  Hello!

   

  After reviewing your order and your initial complaints.

  You stated that the Ribbed carpet tiles were described as Commercial grade carpeting, on the website it is described as cheap carpet squares recommended for RESIDENTIAL use.

  I have included a description and recommended use for the Ribbed carpet tiles with this Email.

  Looks like this was also a self purchase order, you never talked to one of our agents for recommendations on what would work best for you.

  I have also sent the standard return information and directions in the previous Email.

  I see that you have been working with Blake.

  When you start the return please reach out to him with Return tracking information, so he can make sure you receive your refund.

  Have a great day!

   

   

• Initial Complaint

  Date:09/21/2022

  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.

  Flooring was ordered for my dance studio. The delivery date passed, and in contacting the company, they said that flooring was no longer available. My order was cancelled, issued a refund, and a new order was submitted the same day (Tuesday, August 30th). Now this flooring delivery date has passed, and an email was received on September 13th stating that the flooring was out of stock and would ship on December 13, 2022. As this in unacceptable to my business (I cannot affectively teach dance classes on the current flooring) and in accordance with the company policy, I was to contact the company. (See email below).Hi *********************,We have been notified of a shipping delay and we apologize for any inconveniences this delay may cause you. Your new expected ship date for your order (#*******) is 12/13/2022.The cause for your shipment delay is: Ran out of stock of Prostep Dance Rolls.Now the great news! If the delay affects your project deadline, we have many available products to fit your project needs and project deadlines. Please contact us immediately and a knowledgeable flooring consultant will be more than happy to discuss your options.In the meantime, we are working around the clock to have your order shipped as soon as possible. If you have any questions or concerns about your order, please call or email us at your convenience.I have made numerous attempts to call and email customer service to cancel my order, and no one will answer the calls, call back, or respond to emails.

  

  Business Response

  Date: 09/27/2022

  Hello ***,

   

  We are so sorry for all the inconvenience BOTH orders have caused you.

  After reviewing your order looks like ******* has been in contact with you in regards to canceling this order for a full refund.

  I show that ******* is only waiting on your final cancellation approval. I know you have stated many times you want this order cancelled. 

  She is just following protocol on a cancellation. Confirmation of cancellation.

  Once you confirm with *******, this order will be refunded.

  Again ***, I apologize for the hassle and lack of communication regarding this order.

  Are goal is to have customer satisfaction and to make things right with the customer.

  Please let me know if you have any other issues.

  Customer Answer

  Date: 09/27/2022

  
  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.  If the business does not follow through with this resolution, I will be in contact again.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:09/16/2022

  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.

  On7/19, I ordered flooring from Flooring, **** when it was delivered on 8/2, it was damaged. At the time it was very upsetting to see the damage especially because I had to pay someone to come and actually bring the flooring to my door since the driver was unable to move it. Pictures were sent of the damage right away and again later after the flooring was unrolled. No money was refunded. Now I have been trying to contact the company by phone but have been unsuccessful. I also tried to contact through the online chat but keep getting directed to call by phone. About 5 feet of flooring was damaged. I would like compensation for the damaged area.

  

  Business Response

  Date: 09/22/2022

  Hello!

   

  I am so sorry that you received your order damaged.

  I also apologize for the lack of communication in getting this issue resolved.

  Thank you so much for sending over pictures. 

  I really appreciate it.

  In order to get reimbursed for the damaged portion of the rolls, I need a few more pictures to determine how much of the roll was damaged.

  May I please ask for pictures of the roll with a measuring tape in the photo so we can calculate the damage.

  My apologies again for the hassle and inconvenience this order has caused you.