Complaints

This profile includes complaints for Fantasy Floors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fantasy Floors

  9502 Caravan Dr Saint Louis, MO 63126-3110

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  Fantasy Floors

  10024 Sakura Dr Saint Louis, MO 63128-1331

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:09/28/2023

  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.

  My floor keeps cracking I dont know if its the wood or the way they installed it. This will be the second time to correct this problem but now its more planks that is coming apart. He making up excuses on the problem but the manufacturer has a 30 year warranty on it. He said he will fix it if I pay for the product. *** paid more that enough for his work . I would prefer to have my money back and get someone Else to do the work. After putting down 2 times there something wrong with the product. First he said it may be my floor, there was tile down before and no problem.I just want my money back.the fist time they replaced it was 3 month when I call another 3 month to replace it. Faulty product. Refund please.

  Business Response

  Date: 10/13/2023

  *********************** called me and I responded to her request on repair for a floor we installed in the kitchen. We went and looked at the job and it was breaking apart. It was half way in the middle of the kitchen. So I told her I would get material and get back to her as soon as I could. I ordered the material and took about 8 weeks to receive. Once I received the material for the floor I contacted her and made an appointment to come over and fix the floor. I then took some of the damage floor completely apart and reinstalled the floor. While we were there, there was an office rolling chair. Her husband was there, and we told him we believe that was the problem and that the manufacturer recommends that you put a plastic mat on the floor and not roll the chair on top of **** because it damages them. We then got a phone call a couple of months later and she sent me pictures stating that her grandson had just cut his foot. The floor was all broken like before in the same area. I told her about the chair and she stated that her son only used a chair for a little while and it wasn't in that area but at the end of the table, and not on the side of the table where the damage was. Now she wants me to return and fix the floor again for her. I told her no problem, and that she would have to buy the material and I would do it for her.

  Customer Answer

  Date: 10/30/2023

  My floor is getting worst, i paid too much money for this floor. I don't know why he said my office chair did this they never seen my office chair in the kitchen.  They just seen it in my office,  they can't assume the chair did this but it didn't.  All I want is for my floor to get fixed or my money back so i can get someone else to put a floor down. He told me if anything happens to the floor to call him and that's what i did,  the first and second time.  Do it right and there won't be a problem.

  Customer Answer

  Date: 11/02/2023

  I contacted the manufacturer of this material and on the package it had 30 year warranty on material. So the material should be free. I just want my money back. Since he  wont  or cant do the job right.

  Business Response

  Date: 12/07/2023

  Mrs. * called me and said her floor was breaking. I went to take a look. I noticed a rolling chair in the kitchen and informed the family that roller chairs cannot be used on this specific surface. I repaired their damage and reminded them not to use that chair on flooring. There are instructions alongside the manufacturer NOT to use rolling chairs on these but she continues to do so and cause damage to the flooring.