Complaints

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

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  Richmond Decorating Center

  6305 Hull Street Rd Richmond, VA 23224-2631

  
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  Richmond Decorating Center

  10834 W Broad St Glen Allen, VA 23060-3366

  

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:05/25/2023

  Type:Customer Service 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.

  sections of warping and popping up. spoke w/ **** in Oct, Someone came ******** told us we had issues in our entire downstairs, took photos and said it was a bad install, said it could be subfloor too where the warping was but it likely needed to be an entire redo but had to send photos to thmanufacturerto make sure it wasn't the quick connect this personpointed out multiple other parts that would start coming up. He also did moisture readings and found nothing. **** told me the manufacturer would take 6weeks for their assessment MULTIPLE weeks went by, calls to ****, every time she just said "we're waiting on them"by March I had to tell her I need an answer, by this point there's 20+ boards in my house lifting. She finally says manufacturer said that their findings were "inconclusive".then **** asks for another visit to my house that is supposed to bemanufacturer,richmond decorating, and builder- She says theygoing to pull up molding to find out the problem with my floors.only 2 people from richmond decorating come. do not pull up molding. They do the exact thing the other guy did, then tell my husband "I can't figure out what's wrong until I can get some of it up and I need to have product to do that so we'll need to come back". go silent for a month, call **** - she says "they want to fix everything May 1! And says they have 7 boxes"I say is that going to be enough? My entire downstairs has spots failing and my upstairs bonus room too" **** said "we will fix all flooring in question". fixing day installer shows up and says he doesn't have enough material.another call to **** upset at the point to which her response is "don't take it out on me"... installers leave. has since handed this entire project to ******* whohas tried to tell me "he discussed with my husband agreed that's all that was being fixed not everything" we reminded him he had never said it was being fixed yet.... he was only bringing enough product to ***** the problem. It's been 8months now

  Business Response

  Date: 06/14/2023

  First of all this complaint should have been filed with their builder.  We are a general contractor for the builder and our contract is with them and not the homeowner.   This customer has been difficult to deal with, we met with the husband and set a game plan in a agreement with him ( his wife wasnt present) to inspect/repair the area of concern.  So when we come out there to do the repair in the living room and kitchen his wife tells our installer she wants the entire floor replaced and did not give our installer a chance to make repairs.  We do not just replace entire floor without first trying to correct the problem.  So the customer went back to builder and said she wants to pick out an entirely different floor for free. So there is a process for that between the manufacture, builder, and RDC.  The builder and manufacture agreed to replace their entire first floor, which they didnt have to do without the opportunity to repair the areas of concern.   Do to the customer getting nasty they decided it was in the best interest to replace the floor.   We have received a selection from the homeowner and the material has been ordered.  we are looking to install in the next 1-2 weeks the customer is now happy and fine with everything.  The reason for replacing the floor was due to some defective material and a couple subfloor issues which both could have been repaired.  This wasnt an installation issue so this complaint should not have been filed under Energen of Virginia (RDC)