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FloorMall.com / Damaged material, calls not returned, threats

Virginia Beach, VA, United States Review updated:
2.8
Contact information:
Phone: 888-932-3566

The flooring delivered was both damaged and defective. Floormall refused to return our calls once we complained. After over 40 days of waiting for help, the manufacturer made a decision to have the flooring taken back and we'd get a 100% refund plus cost of any labor. Floormall took four months to give a partial refund; the kept part as a 'restocking fee' (as if we wanted the flooring returned; our request had always been to swap out the material, not to return it).

When I went to their office, they threatened my four young children and I then called the police. They hide behind the internet and their phones. It's been a horrifying experience.

If you've had a bad experience with them, please report it to the BBB, NWFA, and WFCA. Floormall has a Code of Conduct they agreed to abide by.
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Fl
  2nd of Jan, 2008
Agree Disagree 0 Votes
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,

Marc Henderson
CEO and President
Floormall.com
800-313-1107 ext 109
ceo@floormall.com
St
  26th of Feb, 2008
Agree Disagree 0 Votes

FloorMall.com - Retract Bad Rating
1925 East 21st street
Brooklyn
United States
Phone: 718-449-9161
www.floormall.co m

I have since spoken to Marc Henderson and he was very helpfull in addressing my issue. He gave me a substationtial discount on purchasing a new floor and took the time to make sure it will perform well in my environment. I no longer have any complaints about this company.

Stuart H
Brooklyn NY
Ig
  15th of Jul, 2008
Agree Disagree 0 Votes
I would completely agree with the customer. Floormall.com is completely unprofessional and I would not recommend anyone to purchase hardwood from this company - to word it politely here.

First of all, when I was shopping for hardwood floor, sales person guaranteed that hardwood floor that I wanted was in stock. I asked repeatedly same question, if hardwood was available, and I was always given assurances that was the case and that I would need to rush my payment in order to make reservation. I indicated to sales person that I am traveling oversees in ~10 days and repeatedly asked if delivery could be made in that timeframe. Again, confirmation and assurances from floormall.com sales person came in (3 times). So I decided to make a purchase and pay for the floor I wanted. Do I need to mention that payment was processed within 1h after I faxed my signature on purchase order.

A day after payment was settled, I called floormall.com to confirm everything is ok, and only then truth comes in where sales person says the floor is backordered since it's a special order??? To make things worse, after making a payment, I scheduled a hardwood installation at my home since I got so firm assurances that everything will be in my house when needed. Not to mention that I needed to make downpayment in order to secure contractor to work in my house while away.

My whole situation was communicated to florrmall.com and I get a promise that somebody would get back to me to give me some options. Of course, same as for customer above, no response at all from floormall. com. In fact, every time I called, I was given assurances that somebody from management would call me back - but NO ONE responded; not even one call from anybody - even after 8days. And everytime I called and asked for supervisor to talk to, manager was always busy and on the phone with other customer; and not returning my call even after insisting one needs to be returned.

Today, I called to cancel my order, and I am told that can not happen (return policy expired ???). No wonder no one returns calls.

So, I am left with no hardwood floor at the moment (special order), no firm date for delivery, downpayment taken by contractor that was used to reserve work and without possibility to cancel my order.

My suggestion is, AVOID this company and it should be your last option to purchase hardwood floor from.

Not to mention that I left a voice message to CEO (Mr. Owner) that commented above as well; Of course, outcome is expected - NO CALLS RETURNED.
Fl
  31st of Jul, 2008
Agree Disagree 0 Votes
I have since spoken to Joe Magiano (Manager) and he was very helpful in addressing my issue. He offered me a refund as a compensation for my situation. I no longer have any complaints about this company.

Igor


Dear Igor,
We apologize for the miscommunication regarding your order. We have issued a credit to your account already.
Again, we here at floormall.com are sorry for the mistake and appreciate your understanding
in this matter.

Marc Henderson
President/CEO
Floormall.com
Fl
  31st of Jul, 2008
Agree Disagree 0 Votes
BBB issues Reliability Reports on all businesses, whether or not they are BBB accredited. If a business is a BBB Accredited Business, it is stated in this report BBB Definition:

report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.
.
Name: Floormall.com
Phone: (800) 313-1107
Fax: (757) 689-4614
Address: 3169 Shipps Corner Rd Ste 101

Virginia Beach, VA 23453-2991
Yahoo Map
Website: http://www.hardwoodbrokers.com
Original Business Start Date: January 2003
Principal: Mr. Marc Henderson, President/CEO
Customer Contact: Mr. Marc Henderson, President/CEO - (800) 313-1107 or mhenderson@floormall.com
Email Address: mhenderson@floormall.com
Entity: Corporation
Incorporated: January 2003, VA
Employees: 10
TOB Classification: Floor Materials
BBB Accreditation: This organization is a BBB Accredited business.


Additional DBA Names

Hardwoodbrokers.com, Inc.


BBB Accreditation Status

This company has been a BBB Accredited business since January 2008. This means it supports the BBB's services to the public and meets our BBB Accreditation standards.


Program Participation

This company has agreed to use special procedures including arbitration BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp, if necessary, to resolve disputes through their participation in the following programs: BBB Accreditation Identification, BBBOnLine BBB Definition:

BBBOnLine - A national BBB dispute resolution program offered to companies who transact business via the Internet and allows the company to display the BBBOnLine Reliability Seal. Refer to https://www.bbbonline.org/reliability/Rel_EN.asp for a fuller description of the program and eligibility requirements.
.

Customer Experience

Based on BBB files, this company has a satisfactory record BBB Definition:

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as satisfactory has, based on BBB files, been in business for at least one year, and has voluntarily provided the BBB with all information requested about the business and its product or service. If any complaints have been received about the business, their number has not been considered by the BBB to be extreme, given the nature of the company's business and the volume of business transacted. Complaints are also generally typical of what might be expected for this type of business. A business stated to be satisfactory has not been the subject of any recent law enforcement actions concerning its dealings with the public. If the business has been contacted by the BBB about its advertising or selling claims, it has modified or substantiated its practices to the BBB's satisfaction. In addition, the BBB has a clear understanding of the company's business, and the business is not in an industry which has raised significant marketplace concerns.
with the BBB. A satisfactory record BBB Definition:

satisfactory record - A business identified in our report BBB Definition:

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as satisfactory has, based on BBB files, been in business for at least one year, and has voluntarily provided the BBB with all information requested about the business and its product or service. If any complaints have been received about the business, their number has not been considered by the BBB to be extreme, given the nature of the company's business and the volume of business transacted. Complaints are also generally typical of what might be expected for this type of business. A business stated to be satisfactory has not been the subject of any recent law enforcement actions concerning its dealings with the public. If the business has been contacted by the BBB about its advertising or selling claims, it has modified or substantiated its practices to the BBB's satisfaction. In addition, the BBB has a clear understanding of the company's business, and the business is not in an industry which has raised significant marketplace concerns.
means a company has been in business for at least 12 months, and properly addressed matters referred by the BBB. The company does not have an unusual volume of complaints, or any government actions involving its marketplace conduct. The BBB understands and has no concerns about the company's products, services and type of business.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

The BBB processed a total of 7 complaints about this company in the last 36 months, our standard reporting period. Of the total of 7 complaints closed in 36 months, 2 were closed in the last year.

Contract Issues BBB Definition:

Contract Issues - Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

2 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
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1 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

Billing or Collection Issues BBB Definition:

Billing or Collection Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

Sales Practice Issues BBB Definition:

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1 - Company resolved BBB Definition:

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Guarantee or Warranty Issues BBB Definition:

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Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

Refund or Exchange Issues BBB Definition:

Refund or Exchange Issues - Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.



Additional Contact Information

Additional Phone Numbers
Tel: (888) 932-3566




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ID: 44002563
Report as of July 31, 2008 08:43
Copyright© 2008 Better Business Bureau
N2
  7th of Sep, 2012
Agree Disagree 0 Votes
I also have a poor—but less involved and expensive—experience with FloorMall and Marc Henderson. I ordered a couple of samples, for which they charge $10 each. One of the samples was no longer manufactured, so I never received it. I contacted FloorMall and fairly easily (three emails) got a refund check. Unfortunately, the check bounced when I tried to deposit it at my bank and my bank charged me a fee for more than the check was even worth. I contacted FloorMall again (which had recently been purchased by another company). This time, it took a dozen phone calls (mostly unanswered) and eight emails to get Marc Henderson to agree to another refund. Now, 18 additional emails later, I've gotten the runaround about whether he's going to deposit a check electronically (which required me to set up a separate account for safety reasons) or mail me a cashier's check. I understand that Marc Henderson is now employed by Build.com. If he's any representation of that company, I'd steer clear of it.

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