"I had avery positive experience with floormall. com. The people I spokw with on the phone to process my order were courteous and promt--called me back after obtaining info on my special order. Their prices can't be beat--nearly half of what a local distributor wanted to charge me. I did encounter a little trouble trying to determine when the order would be shipped. It was a little frustrating getting the correct inforamtion (I was given different dates by different people) but ultimately, the order arrived a couple of days early. The custom tiles were in beautiful condition and look great in my bathroom. Thanks again! "
" Ordered over 560 sq. feet of cork flooring. The trucking company delivering the product destroyed some of it (apparently with a forklift); I sent photos to floormall and began the claims process. The trucking company sent an inspector in December to document the damage. Since then, I've had to call floormall to learn anything about the claim and keep getting "it should be about wrapped up." Apparently, floormall is 'just the broker' and has no responsibility at all for the flooring arriving in good condition. 6 months later and my floor is still in boxes, because the trucking company has 180 days to pay off, and Floormall will not take responsibility. My advice to anyone looking to order: order through a local business and avoid Floormall."
“Dear Justwantfloors,
Please give me a call directly and I will personally take care of your issue at hand.
I apologize that this issue has not been resolved in a timely manner. I can assure you that all of our floors leave our warehouses in perfect condition.
Marc Henderson
Floormall.com
President
888-WEB-FLOORS ext 109”
"Absurd. I can place an online order but they still require a physical signature. They say it's because they can't ship it in their normal 5 day time frame (huh?). They tell me it's a service they provide their customers. They refused to process the order without it. I say it's absurd. A "manager" called me and said if I don't sign (I don't have any way of doing that - no fax or scanner, anyway) that they won't process the order. He hung up on me, which tells me he's not interested in customer input. So, not too sure I want to be a customer of company who has ridiculous policies and an intense dislike for their customers. Don't deal with them. There are plenty of other companies."
“While this customer is entitled to her opinion, there are some facts that she has omitted. Firstly, this customer made her purchase through our website checkout, which requires that customers check a box stating that they have read and agreed to floormall.com terms and policies. One of these policies is that all customers are sent an invoice to sign and fax back. At this point in this customers online transaction she had every right to not purchase from us but a competitor since she felt our policies were “ridiculous”. This policy exists simply to ensure order accuracy for our customers and is a fine example of the many ways we go above and beyond the norm to satisfy our customers. In particularly this customer was asked to sign an invoice acknowledging that the product she ordered was a non stocking special order item and therefore would take longer than the 5-7 business day turn around time we provide on most orders. This customer refused to sign and return this invoice. The floor manager called her to explain the reasoning behind the policy to this customer and to offer her the chance to cancel her order if those terms were not acceptable to her. After listening to the recording of the call between the manager and this customer, I can say that the manager tried to simply explain the reason for the policy. In turn he was met with scorn by this customer who stated that “ we need to figure out how the internet works” after explaining the policy again and offering to cancel her order with no reply from the customer the manager did terminate the call. He has stated that he believed the customer had hung up on him and has been properly reprimanded for terminating the call prematurely with our verifying that the customer had indeed vacated the line. However, in Floormall.com’s defense had this customer taken the time to read the terms and policies she may have found that our policies were inconvenient to her as we do require her to take the time to print, sign and return a copy of a signed invoice. It is unfathomable why this customer would lash out so harshly because our company went out of it’s way to keep her informed of the status or her order, ensure the accuracy of her order and provide the customer service she says she was not provided. In ending, over the last 5 years we have sold to tens of thousands of customers worldwide with ONLY six Better Business Bureau complaints. I feel this says everything about Floormall.com. ”
"I purchased a wood Floor from floormall.com. I ordered the wrong color (My Mistake), I was assisted by Marc Henderson (The Owner). He took the time to help me choose the right floor, was very helpful and polite. He agreed to take back the floor (a very small restocking Fee) and was a pleasure to deal with. I highly reccomend them.
Stuart H
Brooklyn NY"
“This customer was a pleasure to deal with. Sorry, we had to charge you a restocking fee. I am happy that I was able to greatly reduce the fee. If you need anything in the feature do not hesitate to ask.
Thank you,
Marc Henderson
Floormall.com
President”
"My installer determined the Floormall.com flooring we received was defective. After he talked to them, they refused to accept/return any of my calls. I went to their office, Mr. Henderson called the police!
I contacted the manufacturer directly, who decided the defective flooring should returned (NOT MY REQUEST!) since the flooring was under warranty. I bought the same flooring from another company and it's beautiful.
Floormall.com refuses to return almost $3K of my money, even though they have a Warranty policy that states they'll honor the Manufacturer guidelines. This is a company you should avoid! Check out the local BBB for other complaints against this company. I did involve the Consumer Affairs office to help mediate, but Mr. Henderson firmly refused to refund me. (As a mediator, they do not side with either of us, despite any claim he makes.)
Beware of glowing reviews about Floormall.com because Mr. Henderson has his company post their own reviews!! As a consumer, you deserve a company that will back you when problems arise... not abandon you.
Buyer Beware!!!"
“Dear Reader,
This customers complaint is absolutely false. This customer ordered flooring from Floormall.com and installed over 100 sq feet. After installing this amount she decided she did not like the width of the flooring she purchased. If we delivered flooring in terrible shape then 1. why did she accept the delivery? 2. why did she install it? If she would of read our Terms and Policies at
http://www.floormall.com/disclaimer.php she would of seen that once you install your flooring, (especially 100 sqft of it), you can not return it. That is the industry standard. This customer has also filed 2 complaints with the Virginia Commonwealths Attorneys office. Of course they sided in Floormall.coms favor. If you would like to see the letter as proof to this customers false claims please email us directly at customerservice@floormall.com, subject Virginia Commonwealth letter. As a potential customer to any business you are very fortunate to do your do-diligence on the company you purchase from. Unfortunately as a business owner you can not do your do-diligence on your customer base. If we had the opportunity to sell to this customer again we would definately refer this customer to our competitors.
Thank you for your time,
Mar Henderson
CEO and President
Floormall.com
800-313-1107 ext 109
ceo@floormall.com”
A rep from FloorMall.com, tuberdr11, has responded:
“Carriev,
Thank you for the positive feedback. It is very rare that customers take the time out to do so.
Marc Henderson
Floormall.com
President
888-WEB-FLOORS”