Complaints

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:06/27/2023

  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.

  On June 13, 2023 I went into Strollos to look for flooring. I seen flooring that I liked and I met with the owner (an older gentleman). I told him I needed 15 boxes of flooring and he asked me to show him what flooring I was interested in. He proceeded to tell me information on the flooring and NEVER once indicated if I purchase that amount of flooring there will be no refund available. His employees loaded the flooring for me and I paid for the flooring ($795.00) and went on my way. Today 6/27/23 I was at ****** and found a better quality flooring for a more reasonable price and I decided I would get that flooring from ****** and return the flooring I had initially bought and take it back to strollos. I called this AM (6/27/23) to let them know I misplaced my receipt, however I do have proof of purchase from my credit card statement. The person right away became very arrogant and asked if there was anything wrong with the flooring. I told him there is nothing wrong with it I just changed my mind. He proceeded to tell me that even if I had my receipt he will not take the flooring back due to me purchasing so many boxes of flooring because that is their policy. I told him at the time of purchase I was never notified of said policy. He just kept saying over and over that is our policy that I just have to deal with it. He also stated “why did you buy it then?” I asked to speak with the owner who I dealt with at the time of purchase and he said he went to the bank to call back. I called back about an hour later and the same person answered. I told him I was calling to speak with the owner and he said this is the owner. So now he is posing as the owner. He refused to disclose his name and would not let me talk to anyone else. Earlier he did state that he has a copy of my receipt from the time of purchase but he still will not give me a refund as that is their “policy”. He proceeded to be extremely arrogant and just kept repeating over and over that that is their policy.

  Business Response

  Date: 07/05/2023

  The customer did contact the store on 6/27 and told my associate that he did not have a receipt for flooring that was purchased and he wanted a refund.  Dustin explained to him several times that we would exchange the material or issue a store credit if the customer could provide a receipt and the flooring was in resaleable condition.  Dustin conferred with me as i was assisting another customer, and i again instructed him to tell the customer that we do not return material for a refund but will issue a store credit for the amount of the sale if the original receipt is presented and the material is in resaleable condition.  Dustin was able to look up the sale, but we have no receipt or proof of purchase from the person on the phone.  This was repeated several times to the customer , but he kept telling Dustin that this "would not work for him".

  The customer called back a short time later and asked to speak to the owner.  I was not available, so Ben Strollo took the call.  Again the customer was demanding a refund.  Ben explained our policy of store credit for large returns with appropriate receipt and condition.  The customer was not satisfied and verbally abusive and vowed to contact his credit card and cancel the transaction.

  I still stand by our policy and decision for a store credit if a receipt is presented and the material is in resaleable condition.

   

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ******** *******