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Business Profile

New Carpets

Gulf Coast Floors and Home Decor

Complaints

This profile includes complaints for Gulf Coast Floors and Home Decor's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gulf Coast Floors and Home Decor has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:09/19/2023

      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.
      We purchased quartzite from Gulf Coast and the stone that was delivered was a completely different color from what we chose in person.
      They were notified immediately. We have on our security cameras a recording of the saleswoman entering our home as the stone is being delivered saying, “oh s**t” and saying “it’s not that bad.. we can pick out a grey backsplash and tie all this together”.
      The owner acknowledged in an email that we were expecting white quartzite and the reason for the saleswoman’s reaction was because she was shocked by our selection because we repeatedly said we wanted the whitest quartzite we could buy. We visited two different warehouses before making a selection.
      The saleswoman was involved with the warehouse and us every step of the way, and knew we were expecting a white quartzite called Exclusive White.
      The stone we saw in person and in the pictures, looks nothing like the stone we received.
      They insist it is the stone we chose.
      The owners came into my home and even awknowledged the stone was grey.
      I told them to get me white stone, to which the owner replied in my home “white quartzite does not exist.”
      They also have a large slab left over, and are not responding to my emails to deliver it.
      While I believe the error was on the end of the warehouse from which Gulf Coast purchased the stone, we did not purchase from the warehouse. We purchased from Gulf Coast. I hold Gulf Coast responsible. They were paid in full. None of the statements written here are opinions, but are facts that I can prove.
      As a physician I see true catastrophies on a daily basis. Grey countertops when you pay for white is not a true catastrophy. We’ll paint our cabinets and pickout a back splash that goes with the countertops. I am not inclined to pursue litigation against them. This complaint is simply so anyone who considers doing business with them will know to do so with caution, and if anyone has a similar experience with them may reach out to me as a witness.

      Business Response

      Date: 09/19/2023

      I am so sorry that Mr. and Mrs. ***** are unhappy.  Mrs. ***** came into the store to purchase new countertops for her kitchen.  She met with our salesperson, ***** *****.  She looked at some of our samples at our store making several trips.  Then on a whim she called ***** and said they were in Houston and wanted to look at slabs.  ***** directed them to 3 places that our fabricator purchases from.  The ******* went to ***i and hand selected their slabs.  ***i then put their name on the slabs and sent all information to our fabricator.  She also took pictures of all the slabs and their numbers.  She sent text and emails to both ***** and ***** specifying which slab she wanted on her island.  She even went back and forth on her selections.  Gulf Coast Floors and Home Decor did not make any selections for them.  The ******* handpicked each slab.  Mrs. ***** reached out to ***** when the installers were installing slabs because she thought they did not look the same.  ***** went out to the job, and they reached out to ***** and ***i to verify the numbers on the slabs, and they were correct. After the installation, Gulf Coast Floors and Home Decor reached out to collect the balance through text, email and phone.  They did not respond at all.  It took 4 weeks to finally get a different number of Mr. *****. He called back stating they were unhappy with the selection they made, but if i went out to their home and look at the slabs, he would write a check for the balance. Yes, I acknowledge that the slabs were grey and white.  We did look at their pictures of the slabs they selected, and we were able to point out the exact veins of the slabs they selected and had sent picture to us of. After our visit to the ***** home, they still took zero responsibility for the slabs they selected. If Gulf Coast would have selected slabs for the *****'s, then we would have taken full responsibility for them.  This was not the case.  When at their home, I even showed them the invoice with the correct numbers of the slabs that they selected. The ******* still did not pay their bill at this time and there was no resolution.  They were cold and took responsibility for their actions and just wanted to blame Gulf Coast for their wrong decision.  After several emails Mr. ***** finally paid their bill and I told him that we would try to find a resolution with the fabricator.  When I reached out to the fabricator, he was not interested in helping them again.  If the *****s let me know where to leave the rest of their slab, it will be delivered. I do have a copy of all emails and text messages, if needed. 

      Business Response

      Date: 09/28/2023

      I have attached the correspondence between both my salesperson, ***** *****, and my countertop fabricator, *****.  This was text and emails to and from ****** *****.  At no point was **** ***** apart of our communications until we tried to collect balance.  As you can see in the emails and text from ******, she approves the slabs by saying, "Yes that's the 4". We at no point would have ever changed their selections.  Also, when Mrs. ***** came into the store; she was not looking for white quartzite at all.  She showed ***** a picture of her aunt's kitchen which was quartzite, and it was beige.  Just because a product has white in the name does not mean it's totally white or has white at all.  If you look at a paint chart, there are hundreds of white paints.  This does not mean anything.  As stated in the previous email, the ******* selected the quartz.  I have attached all pictures from the slab company, ***i, along with the hold information from the day of selection to the new selection weeks later after speaking with *****. The slab numbers that were approved by Mrs. ***** are 36, 27, 28, and 35. These are the slabs that were purchased and installed.   Mrs. ***** also selected a specific slab for her island in which at our meeting at their home, *******, owner of Gulf Coast Floors, showed Mr. and Mrs. ***** the exact vein from the pictures that she selected.  At this point Gulf Coast Floors and Home Decor will not be proceeding any further with this complaint.  This is all on the *****'s.

      Customer Answer

      Date: 09/29/2023

      I am rejecting this response because:

      I was present when the stone was selected. We even brought a cabinet door and marble floor tile to the warehouse for comparison. My wife objected to the appearance of the stone as it was being unloaded. She immediately called the warehouse and he told her to give it time to acclimate to our home. The saleswoman saw the photos of what the warehouse sent to us to confirm our selection. Yet this person was “shocked”, to directly quote Mrs. ******, by its appearance. The explanation for her disbelief as explained in our correspondence was because she thought we were getting something different.  Again, she was involved in the emails between my wife and the warehouse. 
      The stone in our house is grey. What we purchased is called Exclusive White and sure looked white in person in the warehouse.  If  someone chooses to purchase stone from them I strongly advise you do not allow them to proceed with fabrication unless you see it in their shop and refuse delivery if it’s not what you’re expecting. The warehouse representative blatantly lied to my wife to convince her to allow the stone be installed. I awknowedge this person does not work for Gulf Coast, but we purchased from Gulf Coast.


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