1/5

posted Sep-17-2010

"BEWARE BEWARE BEWARE. They do not ship when they say they will. They do not have items in stock, even if they say they do. I was lied to, treated poorly, hung up on.

This is the first review I have ever written….that is how horrible my experience was.

I was very specific on what I needed and how quickly. Paid for expedited-3-day-shipping, to receive my order for contractors. They did not ship my order until 3 days late (on the day I was supposed to receive it). When I called to complain and tell them I was cancelling the order, they told me that they don't even offer expedited shipping, and I should know by reading their website that it takes several days to ship. They also told me there was no way to cancel the order as it had already shipped. If I were to return the items, they would charge me for shipping and a cancellation fee. I explained to them that I did not order from the website and a representative told me it would ship next business day. They said that I must have gotten the phone number from the website and should have read all of their policies and procedures. I told them I would not be accepting the order, and was hung up on.

After informing them that I cancelled payment with credit card company and would refuse delivery, I was eventually told they cancelled order (this leads me to believe that the order had never actually been shipped, as stated). Even when informing me they would cancel the order (because they had no choice), they continued to tell me that I was undeserving of it. And never once an apology for the delays it caused me or being hung up on by an employee. Very poor experience. After reading the other reviews, I am sure they will have a contradictory response, but don't believe it. Safe yourself the hassle, and shop elsewhere.

And as I told Floormall several times. This conversation was the last of 4 phone calls. The first three which stated over and over again that I would receive the product by Thursday. Even this message states that it would ship the very next business day and I would receive it by Thursday. And yes this was a small order to complete a very large one that I placed. It was necessary to finish my kitchen, which could not be done because I was misled."

This review was modified by Lisa - NJ on September 21 2010 09:08:37 AM

comment! report?

Is this review?… Helpful Cool Share

1/5

posted Sep-14-2010

"I purchased 60 square feet of tile from FloorMall.com for a kitchen renovation. The price was very low compared to other places I had shopped and so I ordered the tile and payment was immediately charged to my card. Their website made repeated confirmations that I was purchasing 60sf of tile, even calculating the number of boxes I needed to order to receive the correct amount. A few days later, I received an email invoice to sign that listed quantity as '60' rather than '60sf' and was indicated on the website. No clarification came in email that the website quantity was wrong, only an invoice that listed the quantity as different than what I ordered. After reviewing the invoice, I returned it unsigned, indicating I would sign it when it was corrected.

I heard nothing and finally called a few days later. I spoke with Abby, a very nice lady, who informed me the tile was 'mispriced' on the site and should have been $5.18 per piece (raising the cost to $46.62/sf--a 900% increase in price). When I kept questioning, Abby told me the website was 'incapable of showing a per piece price' and that 'you should have known flooring is not packaged at 1 sf per carton'. I pushed Abby and she told me her IT department told her it was not possible to fix the website and that this issue had happened to others.

I wondered why they hadn't simply priced it at a higher per square foot cost. The pricing was consistent on all tiles in the same line, so if it was an error, it had been repeated many times over. Additionally, I was told it was a known error and that it hadn't been fixed. Abby promised she would escalate the problem.

Two days later, I got a call from Derek who told me how to refuse the order and that my refund would be issued. Derek was not nearly as patient as Abby, but I told Derek I did not want the order canceled, I wanted what was promised in our agreement, namely the 60sf I purchased on the site. I told him his web agreement, that I had to acknowledge, said "...we guarantee prices shown at the time an order is placed..." He refused to honor the agreement, telling me they had the right to cancel the agreement any time and, although I asked him to show me where in the agreement it states this (it doesn't, by the way---that I could find), he couldn't direct me to the paragraph.

Instead, he passed the phone to the most belligerent person I have evern encountered in customer service, Mark. Mark raised his voice, told me I was wrong and told me I had no choice but to cancel the shipment. I refused and he told me they were going to exercise their right to cancel it, although I still don't know where it says that in the agreement. I pushed back, firmly but politely, indicating I had no intention of canceling my agreement and expected them to deliver. I told him my concern was, as Abby had told me, the website problem was known and yet continued. I further told him my fear they were attempting to intentionally mislead their customers, especially since their own staff had told me this happened before, yet their policies had not changed on product display. Marc said, in a loud voice, '...this converstion is now over..." and hung up on me in the middle of a sentence.

I don't know if they are misleading intentionally or not, but I know two things: first, don't rely on their pricing, it is not honorable and fair. Second, if you have a problem, don't expect extraordinary steps to help, expect rudeness, confrontation and aggression.

With regards to the invoice emailed to me: both Mark and Derek alluded to the fact that I had signed an invoice agreeing to 60 pieces. Of course, I hadn't because I had emailed it back requesting correction to the purchased quantity. Perhaps this is their method, changing details in invoicing in hopes it is not caught by the customer, but I don't know. If you do decide to purchase here, make sure the invoice matches what you expect EXACTLY.

If you can find a product somewhere else, buy it there. You will be much happier.

Note:if you read other reviews in this thread, you will see several complaints about poor problem resolution and about Mark in specific. It's a pattern, not an isolated incident. In fact, fully 7 of 15 reviews on this site are very harsh (1 of 10 rating), including 2 (on 7/14/10 and 1/03/06) that mention Mark and one (12/16/08) that says an unnamed manager hung up on them as well. One other pattern is noteworthy in the reviews below, namely that the supplier consistently blames the customer for the problem. In more than one case, they claim the customer is lying or accuse them of unethical behavior; in others, they point to technicalities in the contracts, but are still willing to live, and argue, with dissatisfied customers as their corporate philosophy. Granted, that's their choice, but I suggest that time and money is better spent with companies who care.

Doubtless they will respond below that the customer has been issued a full refund. If so, please note that was done against my express wishes and desires, but as a last resort to end my relationship with this terrible company.

UPDATE: 9/25/2010. The company shipped me 60 pieces of tile instead of the 60sf I ordered. It arrived in a 16"x16"x10" box via FedEx 3 day and weighed 18.6 pounds. They charged $249 for the shipping. This was the amount I agreed to when I thought I was receiving 60sf of tile. As it turns out, I was charged $4.15 per tile for shipping. No adjustment has been made to the shipping cost, although they did change the amount of tile they shipped. Fed Ex online says the cost to ship 3 day is $22.12, so they marked up the shipping over 1,000%. "

This review was modified by diegodad2 on September 25 2010 08:15:59 AM

comment! report?

Is this review?… Helpful Cool Share

1/5

posted Jul-14-2010

"What an unfortunate and unpleasant experience. I just had to cancel my order because of poor customer service, lack of professionalism, and total rudeness. And this is BEFORE I got my order!
Just got off the phone with a man Mark somebody or other who claimed to be the owner. The sales rep was pleasant and VERY helpful to deal with, both in selecting my flooring and in completing my purchase (I spent twice my budget, but felt I got a wonderful deal).

However, when I received the invoice which I was to sign and return, indicating my agreement to the terms, the shipment terminal location was not specified as we had agreed (Fredricksburg). I contacted the rep (Corey), stated that I would be happy to sign the invoice and complete the purchase if the terminal was specified. She made several statements, such as the shipping location would be 1-50 miles from my home (none are within 50 miles), someone would contact me if this was not so and I could cancel my order if the terminal location was not to my specification "as it states on our website," and they could not tell which terminal location would be selected I reviewed the website, again, and her statements were slightly different from the website, which stated that I would have to pay the difference in shipping method rates if I didn't want to pick up my order at the final terminal location.

“The website says the final terminal location is based on my zip code, so can you call your third party shipping agent and ask them what the terminal location will be based on my zip code?" She said she would have to get with her supervisor. That's when Mark came back on the line. What a totally customer UNfocused person. A 5 minute phone call to a shipper could have saved a $2500 sale, but that was too much trouble for him. No, he got loud and rather obnoxious and when I asked for HIS supervisor, he asked me why. When I said I didn't think I needed to say why I wanted to speak to a supervisor, he told me HE owned the company. Wow, if that's the case, pity the employees. That great salesperson just lost a $2500 sale because the owner couldn't be customer focused. Steer clear of this company folks.
"

comment! report?

Is this review?… Helpful Cool Share

1/5

posted Jun-19-2010

"Floormall representatives are very helpful. In fact, you can say they have very aggressive sales tactic. I received a phone call as soon as I had submitted for one of their survey to receive a coupon code. I mentioned to the lady I was only comparing prices at the time. She told me the prices online were incorrect and were higher. However, she said she would honor those prices if I ordered from her. Of course, I did end up ordering from the company because who wants to pay for something knowing that it will be higher in a few days. A month has gone by and I noticed their website now advertises the same product for much less than I had paid! I called the company and they said they could not provide a credit for the difference. The guy stated it would be below their margin if they did. I stated that did not make sense because the price is currently available now! I explained to him that the only reason I had purchased so hastily was because I was told the prices would go up. I also told him the product I received is still unopened after a month and a half. It was a back and forth discussion but ultimately concluded the company was not going to do anything for me. Be careful of their sales tactics!

06/30/2010
While I did not receive satisfaction to my previous issue, I would like to acknowledge the company does have a good customer service focus albeit some level of forcing the issue. The matter related to return of trim moldings I had incorrectly ordered for my floors. Floormall was willingly to accept the items even with knowledge of my posting and the fact I had made an error in ordering the wrong moldings. They were quick to respond with a follow-up call and a revised order. Given the actions Floormall responded, I would still plan to order from them on future needs and recommend others to their website. Just make sure to do your planning prior to purchasing.

Thank you Floormall!

Regards,
Tai


Mark -

11/07/2010
I am disappointed that you have not returned my repeated messages I have left you. After all these months, I still have not received the refund on the trim I returned. Floormall.com has lost my business and I will encourage those to steer clear of your business.

Regretfully,
Tai"

This review was modified by Tai1 on November 07 2010 07:20:49 AM

comment! report?

Is this review?… Helpful Cool Share

1/5

posted Jun-17-2010

"Do not order flooring materials from this company. I placed an order on 5/19 and the flooring was destroyed in shipping. I have been told by Floormall that the damage and claim is my problem and that it could be another 130 days before I can get new product shipped, due to the freight claim. They do not return calls when promised and are doing nothing to assit me. I have a torn apart room that I get to live with for 5 months now, through no fault of mine. Stay clear.
7/12/10 Well it has been another month since I last posted and while Floormall says they are handling everything, I have not heard anything from them except a short email saying that a claim had been filed in response to one of my weekly email asking for an update. Another month living on concrete with no end in sight. Meanwhile they have my $2300 safely in the bank. Stay away unless you want a beautiful concrete floor to live on. Huge ripoff.
7/28/2010 - 10 weeks now living on concrete and still not a single communication from FloorMall. I have emailed asking for updates, asking that the President call me, but all I get is total silence. The response to my first posting from FloorMall, that they were doing everything to handle this issue is an out and out lie. Get used to lies if you do business with this company. I am out $2500 and will have to file a lawsuit to get this cleared up, which I have now started. Perhaps they will respond when the process server drops by. Please stay away from this company, I can't tell you how frustrating this is."

This review was modified by bullseye999 on July 28 2010 05:43:43 PM

comment! report?

Is this review?… Helpful Cool Share

5/5

posted May-11-2010

"With some apprehension I ordered over 900 sq. ft. of hardwood flooring from FloorMall along with trim and adhesive.
My apprehension was for a few reasons. First, I never heard of them and was basing my purchase on reviews that I read and the way I was treated by their sales rep. Another reason was the price they quoted. A local retailer had the floor on sale for about $2 more per sq. ft. so my "if it sounds too good to be true ..." alert sounded.
But, I went for it. Maybe it was greed, maybe it was I felt a bit more secure paying for it with my AmEx card who have come to my rescue in the past.
Well, my apprehension wasn't warranted. The entire order showed up a week later and it was in perfect condition. After we started installation we decided to also do a walk-in closet and ordered another 100 sq. ft. I'm happy to say that my much smaller order was treated in the same professional manner as my much larger order.
FloorMall is the real deal and I highly recommend them."

comment! report?

Is this review?… Helpful Cool Share

5/5

posted Oct-06-2009

"Floormall.com exceeded my expectations. The sales rep was very friendly and knowledgeable. Not pushy at all. I would highly recommend them, and in fact have already placed my boss and parents in contact with Joey, the salesman. We are looking to save up for a revamp of our kitchen and dining room; Floormall.com will definitely retain or future business. "

comment! report?

Is this review?… Helpful Cool Share

5/5

posted Sep-29-2009

"If you are looking to save money on your floors then I would recommend floormall.com . My wife and I just bought our home a year ago. The house is a fixer up and in desperate need of new floors. As newlyweds we are on a tight budget so we had to really do some shopping, the folks at floormall.com really took the time to help us find a floor that really worked for our needs and our budget. Not only were we able to get the floors in the dining room and hall done we had money left in the budget to take advantage of one of their blowouts on tile for the kitchen. We are actually under budget and ahead of schedule on our plans.

-Trevor W"

This review was modified by Warden79 on September 30 2009 08:30:40 AM

comment! report?

Is this review?… Helpful Cool Share

5/5

posted Aug-10-2009

"I just wanted to drop a line to say thank you to everyone for all the help getting my flooring. My kitchen looks great! Thank you!
- K. Evans
"

This review was modified by Springs on August 10 2009 12:31:29 PM

comment! report?

Is this review?… Helpful Cool Share

4/5

posted Aug-06-2009

"I went online looking to do a little research for my flooring project and came across the product I was looking for on floormall.com. I saw that it was much cheaper than what my local retailer was offering. I called to see how long I would have to wait to get it. It was in stock so I placed my order and my flooring was delivered to my house in less than a week. Awesome!
- Brian Rodriguez"

comment! report?

Is this review?… Helpful Cool Share