FloorMall.com reviews and complaints 6
Keywords
delivery damaged flooring return order calls complained decision defective help manufacturer waiting boxes brand cracks engineered floor replacement salesman teak floor waste of moneyNewest FloorMall.com reviews and complaints
Poor Customer Service
I ordered tile for my basement. It was delivered on 2 large pallets wrapped in plastic. Not a problem - The delivery man was nice enough to place the pallets in front of my garage. I noticed 1 box on top which was obviosuly damaged and had broken tile, so I made note of it on the delivery slip and the delivery man left. It took me 2 hours to unload the tile into my garage. During this time I noticed a couple of more damaged boxes and a few broken tile. Installation was not right away, so I went through the tile over the course of 2 weeks and found several more broken tile (not obvious from the outside) and some tile with an apparent manufactuing defect (red dots). I notified FloorMall. They wanted pictures, so I sent pictures. They wanted some of the defective tile, so I sent them some tile. After several weeks, I received replacement tile for the defective tile, but Floormall said they had to go through the shipping company for the damaged tile. In the meantime, the basement was tiled, but I had to make alternate plans for the stairwell instead of tile. After 4 MONTHS and several emails (all initiated on my part) Floormall said the shipping company would only refund the 1 box I noted on the shipping record. Was I supposed to make the delivery man wait the 2 hours as I unpacked the pallets? Was I supposed to make the delivery man wait the 2 weeks as I went through each box? After I complained, Floormall made a "goodwill gesture" and agreed to pay half of the difference. Mind you - this was not a large claim. I was only asking to refund a total of $121. The shipping company was willing to pay $33, so all they had to cover was $88. They saved a whopping $44 by not giving me the full refund! I was very frustrated by the whole experience and this is an example of how NOT to treat your customer. I just wanted to share so you know what to expect if you use Floormall. Do not expect a quick resolution or to come away feeling like you were treated fairly when you follow all their rules.
The complaint has been investigated and resolved to the customer’s satisfaction.
Very poor customer service and damaged products
I ordered $2300 worth of flooring from Floormall two months ago. The product, when delivered, was destroyed in shipping and I refused the product. I immediately notified Floormall who told me the shipping damage was my problem. Additionally, I was told that the claim with the shipping company could take as long as 135 days, that's 4 1/2 months of concrete living. Today I am out $2300, living on concrete floors and Floormall has made no effort to assit or communicate with me. Do not order product from this company. Find a local source and pay a little more. It is worth the assurance that product will be delivered prompty, undamaged and that you will not have to live with someone elses mistakes.
The complaint has been investigated and resolved to the customer’s satisfaction.
I apologize that you feel that you were treated unjustly. We make every effort to resolve customer claims as quickly and efficiently as possible. The material on your shipment was damaged by the shipping company and we are working very hard to get your claim with them resolved. The time frame you were given for resolution of your claim was based on federal guidelines for the worst case scenario. You have made the correct moves in documenting the damage and this should help to bring this issue to quick outcome. The company will make every effort to expedite your claim. We in no way mean for you to feel that this is all your problem. All paperwork and processes are being handled by our company and we will be updating you as we receive updates from the shipping company. Feel free to contact us at any time with questions you may have.
Tammy Lawhorne
FloorMall.com
888-WEB-FLOORS ext 110
FloorMall.com
tlawhorne@floormall.com
Wouldn't give full refund after informing us of 1 month delivery delay.
We ordered floor tiles on Friday, July 17, 2009. When we came back from taking care of my father on Tuesday, July 21, 2009 the floormall.com salesperson had called to tell us they couldn't get the tiles in until the middle of August. We said that would be too long. We needed them right away. They sent us a cancellation form to fill out, sign, and return to them. We did, and then got another call from them. They said we couldn't cancel our order.
They kept over $350.00 of our money.
A. Syrinek
The complaint has been investigated and resolved to the customer’s satisfaction.
Floormall.com strives to fulfill every order in a timely manner. Our stated goal is to save our customers time and money. We deeply regret if this customer did not understand our posted cancellation policies. However this customer is not being 100% truthful about why he chose to cancel his order. This customer placed his order online, without calling to check lead times or availability. This customer’s true reason for cancelling his order was that we could not get the specific dye lot he was requesting. He spoke with two representatives in our office regarding this after the fact of placing his order. Floormall.com terms and policies state that we cannot order by particular dye lot but only by particular SKU# a fact that was explained to this customer. Floormall.com was poised and ready to deliver the product the customer ordered and had already incurred an expense related to this order.
Is FloorMall.com legit?
FloorMall.com earns 100% level of Trustworthiness
Perfect Trust Endorsement: FloorMall.com achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.
We found clear and detailed contact information for FloorMall.com. The company provides a physical address, 3 phone numbers, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
FloorMall.com has registered the domain name for floorbiz.com for more than one year, which may indicate stability and longevity.
Floorbiz.com you are considering visiting, which is associated with FloorMall.com, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.
Floorbiz.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from FloorMall.com.
However ComplaintsBoard has detected that:
- There was some difficulty in evaluating or examining the information or data present on the floorbiz.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
- Floorbiz.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The floorbiz.com may offer a niche product or service that is only of interest to a smaller audience.
Bad service and bad company to work with
While shopping for hardwood floor, I found Floormall.com and I initiated a call. Sales person promptly returned my calls. During our conversation, sales person guaranteed that hardwood floor that I wanted to buy 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 down payment 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.
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
this company is horrible! They lie Lie Lie. My floors had to be ripped out twice already because of them. Either purchase with an AMEX so you can do a chargeback or buy form many other places that sell much better floors.
Erik
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
Bad product!
I purchased an engineered 5 inch teak floor from Floormall. My salesman was James Nance, He pushed his own "in house" brand saying that it was better than other named brand flooring because it had a thicker wear layer. The boxes came in torn and the wood looked warped. After emailing pictures he assured me that it would install fine. What a disaster! Within 2 weeks It developed cracks throughout the whole floor and I need to replace it. What a waste of $5,000.00. When I called to complain the importer/manufacturer sent an inspection company to come down, needless to say they blamed it on my house having a relative humidity level of 23%. (they lied on another posting saying my wood was not acclimated, however the report clearly says that it was properly acclimated). I also purchased a named brand floor at the same time and its perfect, not one crack!. After speaking with two other inspection companies, it seams that Relative humidity does play a part however not to the extent of what happened. They cautioned against purchasing cheap products manufactured in China even though it is milled in South America as they are are very prone to falling apart in all but the most perfect environments. If you do purchase a floor from these people make sure you purchase a named brand as they do not warranty the products they sell, you will need to deal with the manufacturer. I could not even get a returned phone call from Mr. Henderson (The Owner) after leaving several phone messages and emails. If you do take a chance on their brand (I highly do not recommend it) make sure the humidity in your house is between 35 and 50 percent at all times, Which is not so easy if you live in the North East as I do.
Dear Reader,
As per our terms and policies Floormall.com does not warranty flooring products. All of our manufacturers warranty their own products. This customer purchased 5" BRAZILIAN Teak flooring that is produced in South American hence "BRAZILIAN Teak" - not China. After contacting the manufacturer of this particular product about the customer complaint the manufacturer sent out an unbiased flooring inspector which was recommended by NOFMA (National Oak Flooring Manufacturers Association). After inspection, the inspector came to the conclusion that the product was not properly acclimated. Below are the links to the report directly from the Inspection Company. We do our best to satisfy every customer. As you can see with our BBB report we do have some complaints over the last 5 years but have taken care of any issue that has surfaced and will do so in the future.
Thank you for your time,
Marc Henderson
Floormall.com
http://www.floormall.com/_Mark/husney1.jpg
http://www.floormall.com/_Mark/husney2.jpg
http://www.floormall.com/_Mark/husney3.jpg
Damaged material, calls not returned, threats
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.
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
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.
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: [protected]
Fax: [protected]
Address: 3169 Shipps Corner Rd Ste 101
Virginia Beach, VA [protected]
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 - [protected] 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:
satisfactory record - A business identified in our 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.
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:
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.
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.
Administratively Closed BBB Definition:
Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution
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:
Sales Practice Issues - Claims of alleged sales presentations made in person or by telephone that contain misrepresentations of the product or service, high pressure sales practices, failure to disclose key conditions of the offer, and verbal representations not consistent with written contractual terms or agreements.
Resolved BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company resolved BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
Guarantee or Warranty Issues BBB Definition:
Guarantee or Warranty Issues - Claims alleging failure to honor the terms regarding guarantees or warranties.
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: [protected]
As a matter of policy, BBB does not endorse any product, service or business.
BBB Reliability Reports are provided solely to assist you in exercising your own best judgment. Information in this BBB Reliability Report is believed reliable, but not guaranteed as to accuracy.
BBB Reliability Reports generally cover a three-year reporting period. BBB Reliability Reports are subject to change at any time.
If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Reliability 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.
.
ID: [protected]
Report as of July 31, 2008 08:43
Copyright© 2008 Better Business Bureau
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
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.
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
[protected] ext 109
ceo@floormall.com
Set In Stone
3 reviews
LA Custom Blinds
10 reviews
Staircase & Railing Store
1 review
thechristmasnight.com
1 review
The Wee Botanics Company
1 review
Recent comments about FloorMall.com company
Very poor customer service and damaged productsOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
Is ComplaintsBoard.com associated with FloorMall.com?
ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with FloorMall.com Customer Service. Initial FloorMall.com complaints should be directed to their team directly. You can find contact details for FloorMall.com above.
ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.
Use this comments board to leave complaints and reviews about FloorMall.com. Discuss the issues you have had with FloorMall.com and work with their customer service team to find a resolution.