Poor customer service and attitude. John sold me an underlayment he told me was appropriate for a particular application. He was incorrect and over 2 weeks of taking advice from floors direct north and non of it worked. I took out the underlament he sold me, replaced it with a big box store product and my floor layed perfectly with an hours work. not the 2 weeks of rolling, folding, heating etc of the product he sold me based on his staffs advice. So, clearly looking to return the product that was inappropriately sold to me and he would have nothing to do with it, had no other interest in helping and was right out rude. Oh and he was clearly upset I didnt by the actual flooring from him but who would...floors direct north was 40% higher than 2 other stores in the same town with the same product. Stay clear.
Todd
Earth
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- Approximate cost of services:
- $100.00
- Company Response
Hi Todd, thanks for the review. Whilst we appreciate all reviews this is one we do want to address quickly. All customers are important to us whether they spend 100.00 or 100.000 and as a company, we try hard to satisfy all of our clients but we cannot please all the people all of the time. You mention John's phone message first and foremost, perhaps it was sheer frustration on his part (he is human after all) after trying many times to give you good advice telling you clearly that putting the underlayment under sheet vinyl was not recommend and that it was good floor prep that was crucial for a successful installation. You insisted after speaking directly to the supplier, that purchasing underlayment was what you wanted to do and despite advice from our staff warning you against it, you still went ahead. When you came in the store, you actually thanked us for all our help but the tables turned when we would not refund the purchase price of the underlayment. The phone call you subsequently made back to John was very abusive in nature which I am sure John’s call to you wasn’t as he is not that type of guy. I'm afraid our guys are not used to such verbal abuse and nor should they be. No-one deserves to be treated that way. For your one complaint, we have hundreds of people who say the opposite and are extremely happy with the service John provides as are we. It was the distributor of the underlayment who you called direct, not John, who gave you the advice to heat and roll the vinyl to straighten out the underlayment. As for pricing, all retailers have products they have better pricing on based on their supplier programmes. We too can offer such pricing on various product lines at various times. I'm surprised with your flooring experience, as you told us, that you wouldn’t recognize this. On a product you insisted on buying and that had been cut up and installed, of course we were not prepared to take it back - why should we? At the end of the day it would have been more prudent on your part to have purchased the underlayment from the same place you purchased your vinyl and I’m sorry we weren’t the right company for you.