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Business Profile

Flooring Contractors

RW Supply + Design

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Flooring Contractors.

Complaints

This profile includes complaints for RW Supply + Design's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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:10/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A flooring installer recommended this place. I told the installer and the showroom mgr at RW Supply that I needed a product that would stand up to heavy traffic. I told them I intend to place a 600 pound safe on the floor, and I was concerned about durability above all else. RW recommended an LVT made by "Gatehouse," which they said came with a lifetime warranty. The product came in generic, unmarked boxes, and it failed on the same day it was installed. We accidentally dropped a love seat on the floor, which poked holes through the thin plastic veneer and exposed a white foam material underneath. RW had "******" - some guy from Denver - email me to tell me the product is great and its all my fault and the warranty does not over things being dropped on the floor. He offered a few extra boxes of product as compensation. My installer told me they would need to disassemble the floor "wall-to-wall" like a puzzle to get to the damaged tile. The cost of labor and the disruption involved in this repair is not what I signed up for.

      Business Response

      Date: 11/14/2024

      To Whom it may concern,

      I am RW's technical director and handle all technical product information.  This includes writing our products' installation instructions, warranty information, and handling our claims process. I am the "******" that was in contact with Mr. ***** regarding the issue he had on his flooring.  Attached are all of my communications with Mr. ***** that he referred to in his complaint.

      As I explained in my email to Mr. *****, dropping a piece of furniture is a one-off accident that is not covered by our product warranty (nor any other manufacturers that I know of).  Attached to this response is the relevant product warranty.  Despite that, both RW along with Mr. ****** installation contractor have offered to partner together to provide product and labor to fix the damaged board free of charge to him.  As far as I know, to date Mr. ***** has not allowed the board to be fixed.

      In addition, I am not sure what Mr. ***** wants at this point.  Mr ***** did not purchase the flooring product from us directly, but rather, his flooring contractor purchased the material from us.  We checked with his contractor today, and it appears that Mr. ***** has not paid for the labor and product installed in his home.  Given that, I am unsure why there is a request for a refund.  The flooring contractor who purchased the product has not asked RW for a refund.

      I sincerely Hope Mr ***** would allow us to fix the damaged board in his floor so that our customer/his contractor can complete the job and be paid.  Please don't hesitate to reach with any additional questions.

      Customer Answer

      Date: 11/18/2024



      Complaint: ********



      I am rejecting this response because:

      ****** ****** is the salesperson at RW Supply who steered me to the product (Gatehouse LVT) that was installed.  I explained to her - in writing and also in person at the showroom - the specifications of the flooring I needed for the project.  My specifications and intended end use violate the terms of Lifetime Warranty, which guaranteed.  ****** should have known the terms of the warranty, which she presented as part of her sales pitch, would not cover the intended use.  I relied her assurance that the Gatehouse product would work. It did not.

      I need to disassemble the floor and return the product to RW Supply.  Repairing the floor is not an option, as it will fail again in the future.



      Sincerely,



      **** ******

      Business Response

      Date: 12/04/2024

      To Whom It May Concern,

      Mr. ***** contends that his flooring failed when exposed conditions that he disclosed before making his selection.  This is not true. We agree that he stated he wanted a durable floor for "heavy traffic" conditions that he could "place a 600 pound safe on".  He did not say that he planned on dropping pieces of furniture with pointed feet on the floor.  There is a self-evident difference between 'placing' or setting furniture on a floor vs dropping the furniture.  Any reasonable person would hold a moving company accountable for damage done by dropping furniture as that would be viewed as abnormal abuse, albeit unintentional.  Similarly, setting a gun safe down on the floor is different from dropping it or sliding it around.  Mr ***** is conflating normal heavy use with one-off accidents.  Accordingly, this is why I invited Mr. ***** to ask any other resilient flooring company to write him a warranty against the exact event that occurred with this floor.  He will not be able to get a wood-look-alike resilient floor that guarantees in writing against damage from dropped furniture.

      Mr ***** also states that "cost of labor and the disruption involved in this repair is not what I signed up for."  Yet, both RW and the flooring installer offered to repair the damaged plank for free.

      Again, Mr ***** is requesting a refund, and yet he has not paid for either the material or the labor of this job.  There is no money to refund.

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