I purchased (first quality “not seconds”/”odd lot”) engineered flooring on 4/14. My credit card was charged in full on that same day and there was no indication that the product was out of stock. I came to learn that they did not have the product to ship yet, still charge the credit card and they fraudulently did not communicate that to me. I was never alerted when it was shipped to the store. It was only after yet another complaint that I found out 6 weeks after my purchase that it had finally shipped to the store. There was no statement or communication that it was not in stock or that they would not be shipping the product. I checked my status on the website repeatedly and it read “Partially Processed.” I routinely complained and asked when I would receive shipment since they had already charged my credit card in full. Of course I could not cancel my order because they had already charged my card.
Next, we picked up our order at the store and when we complained that the box looked like “odd lot” pieces, was not full nor looked like 30 square feet, we were told, “what do you expect this is not Home Depot.” After loading the wood and driving 40 minutes back home, then unloading the wood, we opened the first box. Piece after piece was clearly marked by the manufacturer inspector as rejects. The manufacturer had marked a large “c” and long lines on each piece of wood noting the many defects. These included holes, large gashes, uneven coloring and mismatching grooves. I immediately called and demanded a refund. I was told this is normal and to open the second box, which of course had the same clearly marked inspection rejects. I called again and demanded a refund and advised them to pick up this wood immediately. I am still arguing with a very highly trained Customer Service Staff who are scripted to change the subject and state that it is your fault and manufacturer rejects are what is to be expected. Customer Service provides no assistance in resolving the complaint.in fact, they lie and you end up wasting even more time as they try to blame you. I now realize I am not going to get anywhere with them. They are trained NOT to process your claim and delay the matter so that after 30 days and you prove you have defective products, they can charge you a 20% restock fee.
I have wasted so much time since 4/14 on this fraudulent company. They should not be allowed to do business as is documented by all the complaints on the web. I am going to the Attorney General next to demand they take action against this nationwide company who markets on the web, mails catalogs and fliers to your home and also employs salesman to call you.
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