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Business Profile

Retail Stores

Outlook Flooring, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/05/2023

    Type:Billing 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.
    Outlook Flooring accepted my credit card information over the phone from an *********************** who claimed I authorized the charge. I did not nor do I even know this person. I immediately contacted Outlooking Floor as my credit card company sent me fraud alert. Outlook's response was the charge was pending and since I immediately cancelled my card the charge would not go through. However, the charge did go through to my account. I have contacted my credit card company and have claimed fraud which it is. This company clearly is not concerned with validating their over the phone purchases. I have attached the police report and and demanding an immediate credit for $5864.18

    Business Response

    Date: 09/06/2023

    Dear ***,
    We are very sorry that you had this fraud on your account.When this occurred, we contacted our bank, and they told us under no circumstances to reverse the charges. I don't understand how these crooks work,but as we understand it, when we reverse the charges, that's how the crooks get their money. We were told that you should contact your credit card company and have them cancel the charge. This way, your legitimate credit card company reverses the charges from us and you get your money back and neither one of us will be frauded.  It sounds like this was not explained to you as it was explained to us, and for that I apologize.
    This is the first time this has happened to us, and we have created new policies to make sure it doesn't happen again. We no longer take credit card orders over the phone without proper verified identification.
     I don't understand why your credit card company let the charges go through after receiving a fraud alert. Are you saying they will not reverse the charges and credit your money back? We will be more than happy to contact your credit card company and let them know what happened to ensure you get your money back. I will call you with the phone number you provided to find out what's happening and get it corrected.Thank you for your understanding.

Outlook Flooring, Inc. is BBB Accredited.

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