Complaints
This profile includes complaints for Rayo Wholesale Floorcovering Supply's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/13/2024
Type: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 hope this message finds you well. I am writing to express my concerns and frustration regarding a recent experience with Rayo Floor Covering Wholesale **** regarding a product that has been discontinued.When I purchased the product, I was informed that it was slow-moving stock, but there was no indication that it would be discontinued. Based on this information, I proceeded with my order, only to find that the product is no longer available as we enter the winter season. This situation has created significant challenges for my business, as I now have an urgent need for this product and no available supply.I believe clearer communication regarding the status of your products is necessary to avoid misunderstandings like this in the future. I would appreciate your urgent attention to this matter and any assistance you can provide in resolving this issue.Thank you for your understanding. I look forward to your prompt ************* regards,******* ******
Business Response
Date: 09/17/2024
Unfortunately, we have no control over when a manufacturer discontinues a product. When the customer inquired, and purchased, the product from us; the manufacturer did not tell us that it was a dropped item. If we were informed, then we certainly would have let the customer know this. There is no reason not to inform the customer. Unfortunately, when the customer needed more material that is when we were informed that there was no more stock and there wouldn't be any more stock. The only option is to find a very similar product to continue with the installation. This is something that happens in this industry, and if there were a way for us know that an item was dropped prior to being informed by the manufacturer then we would definitely be on board with that; but, there really is no way of knowing until the manufacturer lets us know. Our apologies for this dilemma that the customer is in and we will do whatever we can to help.Initial Complaint
Date:02/08/2023
Type: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.
Completely unprofessional! I would give it no stars if it were an option.I called HQ before going to this local store. I was given attitude and was completely written after they saw my skin color. They told me they would not sell **** called HQ to confirm WHILE in the store. The older lady who wrote us off was screaming in the background "WHO ARE YOU TALKING TO?"While waiting on hold for the person at HQ to get the manager, two other ladies walked in. Immediately I noticed 1# They did not get the attitude I got.2# They weren't asked nearly as many questions regarding who their contractor or installer was 3# They were clearly not contractors but weren't turned away After waiting for a few minutes, the manager from HQ gets on the phone and explains that, yes they are wholesale to the trade. I was told all I needed to have was a contractor or installer and if I didn't have one they could help me find one.Well this was not the sentiment I got from the local store. After telling them the details of the conversation I had with HQ, I was asked a series of questions about my installer and even had to call him on the phone.(Mind you, the two women who walked in after me weren't asked these same questions or given the same level of scrutiny.)After still refusing to help me, I called HQ again. While in the store, I told them that the way I was being treated felt very much like racial discrimination because there was literally no other reason to turn me away at that point.As I am making the complaint to HQ I walked out the door. They asked the name of who I spoke to and when I walked back in and asked the gentlemen his name I was told to leave. WHILE ON THE ***** WITH HQ.The manager from HQ apologized and said he would call the store to get to the bottom of it. A few minutes later an angry man jumps on the with a very confrontational tone asking "What I wanted" and "my call was transferred to him".Business Response
Date: 02/27/2023
*************** came in and our sales were with clients.We greeted him and asked for his contractor. He said "I need pricing.Nothing is priced here." We said that we do not sell direct to the public.We asked again for his contractor. Our manager came over and *************** said that he was very upset and not sure why he couldn't get pricing. He said that the salesperson was racist and did not want to help him. We assured him that has never been an issue with us, and asked who his contractor was because we are wholesale. He then called someone, and we asked if he was their contractor and was told that he was his ***** and is a do-it-yourselfers. *************** then started yelling at our manager that he was racist as well. That's when our manager asked him to calm down or he needed to leave. No new customers came in while he was there. The ladies that he mentioned were customers that we were helping prior to him coming in. They said that it was okay to help *************** while they browsed. He called our main office and got the manage. While on this call,he was transferred to the owner. He said hello several times, and *************** said "I'm here." Our owner said "You were transferred to me." *************** said "Oh really, I'm gonna have to go the legal route" and then hung up. We believe that this was just a misunderstanding.We are wholesale to the trade, and need to confirm the contractor. He did not give us his contractor right away and was continually asked for a name. Maybe he felt that we did not want to help him. We tried to help, but he did not like our procedures. Every client that comes in is asked the same questions. We have customers from every race possible and have never had any issues of discrimination. We are a 100% minority owned company that employs all different races. Our owner is a prison chaplain, and we also employ recently paroled inmates of different races. We want to give everybody a chance. We are the last company that would be discriminatory against anybody.
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