Complaints

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• Initial Complaint

  Date:03/12/2024

  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.

  On January 8th 2024 I purchased 1650 sq ft of luxury vinyl plank flooring for $6830.36
  
  Shipping was excessively delayed, which I was double billed for (both freight to the business and delivery, which the product was not delivered but instead picked up).
  
  Upon receipt of the product I found that it was not matching that which was ordered (coloring, consistency, weight, feel) and requested a refund.
  
  Riggleman accepted the product back. It currently resides in their storage? When accepting the product they assured me they we would be able to work out a refund.
  
  Riggleman offered a partial refund, which was changed to a partial credit ($2000) which was then increased to $4000 after further complaints.
  
  After beginning a dispute with my credit card provider Riggleman will now no longer accept my calls. I have no product, nor do I have a refund.
  
  I’m seeking a full refund as the product was unsatisfactory and riggleman failed to disclose that they do not have a refund policy(or that they failed to disclose what it is)

  Business Response

  Date: 03/25/2024

  This customer bought the flooring on January 8th, I had told the young man" Do not buy that flooring for your wife before letting her see it" HIs responds was " We are young we don't worry about things like that, and she would like whatever he brought home to her."  Well, she did not. She hated it told him to bring it back. I do not have any stock. Everything I order is special ordered and I cannot take it back. I have to call the manufacture (***** ****) to see what their ruling on returning the flooring to them. This is not my return policy.  This is ***** ***** return policy not Roggeman's & Sons policy. I then called my rep that is my go-to for any problems I would have, and He said he would waive the   $936.32 Restocking fee. Mr. ******* would have to pay for the shipping because they have the 3 party delivery drivers and that is what they charge. I called Mr. ******* and left messages to please come in and pick out anything his wife would what off that rack all the flooring has the same price. He never returned my calls; I called him 4 times. The money that we made was only 1266.50. When he was in here it would have been a lot more. I gave him a deal because I knew he was having trouble having the money for that.  I barely make anything off the material as it is. With him taking the money back from my checking account it crippled us very much I had to pay for the flooring before they were able to deliver the flooring. The total that was taken out of my checking account for this was the 6800.00 that he had his credit card reversed the charges plus the amount the ***** **** took out was a total 10817.95 because his wife didn't' like the flooring. We called him when he took the money out and he apologized and said he was sorry, but he had covid and he lost his job and couldn't afford the flooring now any ways. He agreed to put the money back in and we would write him a check for 4000.00 and the remaining would help return the flooring. The rep had agreed to drop the 936.00 for the restocking but he has since left the company and as of right now I have no known rep to even speak to about the issue.  I am attaching the picture of the flooring, The customer stated Coloring, consistency and weight, feel was all off and is a perfect match. I never once not answered his calls. He never answered my calls I left messages giving him good news that he was able to get another color without any more money I wanted to get this taken care of as quick as possible, but as it turned out he lost his job as stated above and he was having troubles and couldn't' afford the floor at that time. If he would have called, we still could have worked something out with him. I know what it feels like to be down on your luck. We are a small company, and this hurt us a great deal.!!!!! We have won best flooring store 4 years in a row in our community, and we didn't get there treating customers like Mr. ******* had suggested. I always treat people as I wish to be treated. We run our business the way God would have us run the best we know how and treating customers the only way we should with respect and honor, and I will still work with Mr. ******* if he would like. I am not sure what I can do now since he has taken the money and I still have the flooring. I was

  unable to send back without his signature. One more thing I didn't charge to deliver the flooring to Mr. *******, he picked it up the charge was to have it delivered here at my shop. which I only charge 100.00 but I was charged way more than that. 

  Thank you. 

  BJ R********

  Have a Blessed Day