Complaints

This profile includes complaints for Big Bob's Flooring Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Big Bob's Flooring Outlet has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Big Bob's Flooring Outlet

  10001 W 75th St Overland Park, KS 66204-2220

• 

  Big Bob's Flooring Outlet

  338A S 291 Hwy Liberty, MO 64068-1913

• 

  Big Bob's Flooring Outlet

  17801 E 39th St. South Independence, MO 64055-6726

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:02/14/2025

  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.

  We ordered stair treads as part of a complete home renovation. We had previously ordered the exact same treads from Big Bob's. We paid in full up front. The installation was to be completed in November 2024. Upon installation, the colors did not match the previously ordered stair treads. We immediately informed the business and were told we were correct and they would fix the problem. Replacement treads were ordered and the incorrect product was ordered. A second replacement was ordered and scheduled for installation in early January 2025. Before the company could install the replacement, we inspected them and again, the color was incorrect. I have continued to follow up with the company with no response and no solution. They have caused stress, delays in completion of our home renovation, and we have done everything in our power. The company has stopped responding to us and we now have lost over $5000 for a product that was wrong.

  Business Response

  Date: 02/21/2025

  Hello,
  This is *** ********, the general manager of Big Bob’s Outlets
  of Kansas City.  This response is in
  regards to complaint # *********
  This customer purchased a total of 21 stair treads from Big
  Bob’s approximately19 months apart. 
  Please see below for the timeline of purchases:
  
  04/16/2023 – purchase of 11 stair treads through contractor
  by the name of Nabeel Saleh.  Invoice
  Number CG322981 attached.  These stair
  treads are assumed to have been installed by the contractor.
  08/10/2023 – purchase of 1 stair tread through contractor by
  the name of Nabeel Saleh.  Invoice number
  CG323927 attached.  This stair tread is
  assumed to have been installed by the contractor.
  10/30/2024 – purchase of 9 stair treads plus matching
  material made by ***** ******.  Invoice
  number CG424154 attached.  These stair
  treads along with matching material was installed by Big Bob’s on 11/21/2024.

  Throughout these 3 separate purchases, all material ordered
  was the same – Style VV489 Coretec Pro Plus HD Stair Tread, color 02755 Stonewall
  Pine.  This is a material with high color
  variation that is manufactured by Shaw Industries.  A room scene picture of the Stonewall Pine material is
  attached.

  Immediately following the installation of the installation
  of the 3rd purchase of stair treads, the customer contacted us and submitted
  photos and an email indicating that the new stairs treads did not match the
  previously installed stair treads.  
  Big Bob’s made a manufacturer claim with Shaw
  Industries.  In speaking with the claims
  department of Shaw Industries, it was confirmed that the correct style and color was sent, and that the stair treads were simply a representation of a different
  shade in the high variation flooring. 
  Stair treads are made with the same paper that the actual material is
  made from and because one set of stair treads were purchased so far apart from the other, there
  was no way to ensure it would be the same shading and dye lot.
  Specifically, the stair treads that were purchased in 2023 represent
  the lighter shade of the Stonewall Pine color, and the stair treads that were
  purchased in late 2024 represent the darker shade of the Stonewall Pine
  color. 
  However, because our customer was upset with the stair treads
  not matching, Big Bob’s asked Shaw Industries to approve the claim and send new
  stair treads.  This claim was accepted as
  a courtesy from Shaw Industries to Big Bob’s and not as an admission of sending the incorrect color.  And that is when Big Bob’s told
  the customer that we would be replacing the stair treads in the hopes that they
  all match.  Unfortunately, the
  replacement stair treads came in representing the same darker shade of the Stonewall
  Pine color.  On the day Big Bob’s went
  out to replace the stair treads, the customer saw that they were the darker
  color and refused the replacement.  Since
  that time, we have communicated via phone call to the customer that the stair
  treads are in fact the correct color and we have no recourse in ordering the “lighter
  version” to match the ones that were purchased in 2023.  Again, there is a high
  variation on this product and because the stair treads were purchased 19 months
  apart, they are completely different dye lots and different shades of the same
  material.
  

  We would be happy to resolve this with our customer, however
  ordering more stair treads at this time would almost assuredly not match the
  original stair treads in the home.  Also,
  the only way to ensure all stair treads match is to purchase all 21 stair
  treads at the same time.  We understand
  that this customer has already purchased the stair treads once and some time
  has passed working through the claims process, but we would be happy to work on
  a greatly reduced price to purchase and install 21 new stair treads.  Again, we would not be able to guarantee the
  shading of the stair treads, but we would be able to ensure that all the stair
  treads are the same color if we order them all together at the same time.  Is this something the customer would be
  agreeable to?

  Business Response

  Date: 03/07/2025

  There is zero obligation to purchase more materials from Big Bob's.  And I am still happy to install for free any stair treads that are supplied elsewhere.  Please understand that we are being told by the manufacturer that all of your treads are the same product, and that your treads purchased in 2023 and your treads purchased in 2024 look different because they were purchased at separate times and therefore have different dye lots and different shading of the same product.  I feel like I have offered you a fair and reasonable middle ground and a solution for you to have stair treads that all match.

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not think you are quite understanding what I am saying.
  

  The stair treads installed in November 2024 cost us over $5000 in material and labor. When they were installed, we were not provided the opportunity to see them prior to installation. Had that happened, we would have rejected the product, resulting in a refund because we would not have the product and would not have required the labor installation.

  Now, the proposal is you retain the $5000+ and we either pay you more money for replacement materials or we go to another business and pay extra for replacement materials. Under either proposal, we are still losing money, paying more, and it is not our fault.

  Moreover, the delays continue to result in more money out of our pocket. It has now been almost 4 months. I simply do not understand how you think this is fair to us, the consumer. This is certainly not fair.

  Again, I do not want to have to take this further, but this is bordering on breach of contract and violations of the Kansas Consumer Protection Act.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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.

  order date 12/10/2024 Amount $ 3679.00 estimator measured house ******* on 12/9/24. We discussed seam location and he guaranteed me no seam across hallway entrance. I contacted my salesman ******* ********. ******* and ***** both said it was installed incorrectly and needs to be fixed. For the last 30 days I've been giving the run around. I finally was able to contact **** ******** (sales manager) he told me I'm just going to have to live with it. I reconnected with ******* and ***** and they told me he should fix the problem because I was told no seam across entry to hallway. I have these conversations recorded if needed.

  Business Response

  Date: 02/07/2025

  Hello,
  
  This is *** ******** with Big Bob's Outlet of Kansas City in response to Complaint ID ********.  Big Bob's respectfully requests that you deny this disputed amount of $3679.95.
  The material has been fully installed in this
  customer's home. It is fully under warranty.  The flooring materials have been installed
  within both manufacturer's and installation standards and
  guidelines.
  
  The customer communicated to Big Bob's post-installation that he was adamant he
  wanted specifically 720 square feet of carpet to mitigate seams.  However,
  the invoice he signed for and paid for specifically states 678 square feet of
  carpet.  Please see attached signed invoice where the first line is
  clearly 678 square feet.  Our measure system simply calculated the correct amount
  of square footage needed to complete the areas within installation
  specifications.  If our customer wanted more square footage of
  materials and labor, the day the customer signed and paid would have been the
  appropriate time to request a change in the order, size, and cost.  For the record, no material was ordered until this invoice was signed and paid in full.
  
  In speaking with this customer after the installation,
  Big Bob's offered to come out and rework the seam.  The
  customer has denied this request, indicating that he only wants a full
  replacement and nothing else.  The offer
  to come out and rework this seam is still available, as this customer has full
  warranty of the integrity of the seam and the entire installation. As industry
  standards state, seam placements are perfectly acceptable by all
  flooring guidelines and will not affect the quality of the floor and that no
  seams are invisible.  This customer is simply upset about one seam
  placed in his carpet.

  Thank you,

  *** ********

  General Manager

  Big Bob's Outlet of Kansas City

  Business Response

  Date: 02/18/2025

  We have reviewed the recording and we respectfully disagree that this recording is in any way an "oral contract" between Big Bob's and the customer.  I have spoken with ******* ********, our salesperson on the other end of the recording, and he had zero knowledge that he was being recorded.  In the recording, Brendan told the customer multiple times that his boss would be calling.  ********* boss, ****, and our customer did in fact have a conversation, which was that 687 square feet was sold, signed for, paid for, and with this square footage, a 3 foot seam needed to be placed where the hallway meets the living room.  And again, that this 3 foot seam was perfectly fine and acceptable as far as quality of installation and still holds up with all warranties associated with the material and installation.

  
  

  In addition, it is our stance that the Big Bob's invoice that was signed by our customer supersedes this recording that took place after installation.

  
  

  That being said, we are happy to find a solution with our customer.  We understand that the customer is not interested in Big Bob's coming back out and making the seam look better, that only a replacement is satisfactory.  And so, we would be willing to split the price with the customer.  In order to replace enough of the carpet so that there is no seam between the hallway and living room, 360 square feet of labor and material is needed.  Typically, that would run $1,771.20 plus tax, however Big Bob's is willing to cover half and replace this carpet for $885.60 plus tax.

   

  Please let us know if this is satisfactory for the customer.

  
  

   

  Customer Answer

  Date: 02/21/2025

   Thought BBB might be able to put some pressure on big Bob's to release a copy of the job layout with special instructions for seam locations.