Buyer BEWARE!! This company sold me bamboo flooring that their advertising states is 27% harder than hardwood. I had the flooring installed and it looked beautiful... until it was walked on. I have two dogs that are groomed and have their nails trimmed and filed regularly. Every inch of this floor is scratched just from them WALKING on it. I contacted the company and they tried to make me pay for an inspector to come and look at it. I refused. The inspector came (at their cost... gee, isn't that how a legitimate business does it?) and came up with this far fetched idea that my dining room chairs were scratching the floor. Never mind the fact that they have not been used once since the floor was laid, they have protective sliders on them, and the floor is scratched over the entirety and not just where the chairs are. Now the company is refusing any responsibility and is denying my request for compensation of any kind. They seem to think that it is perfectly normal and acceptable to shell out almost $3000 for a floor that will not take normal wear for one day. That is how long it took the scratches to start appearing. Save your sanity. At least when you deal with Home Depot they respond to your problems. At Ifloor.com they just kick you to the curb and say 'tough luck.' And then they have the nerve to say that they pride themselves on 'world class customer service.' Buyer, BEWARE!!!
You and I have communicated about your order in length. What I am indicating to you is that normal wear includes scratches, and if you examine any warranty on any product you will not find that it covers scratches or denting. This is especially true in a natural product such as carbonized bamboo. The reason for this is because scratches and denting will inevitably occur, almost regardless of the pre-cautions taken. I know that you have pets, and I know that you have indicated that your pets have been manicured to reduce the impact of their claws on your floor, however they will still have an impact on your floor's appearance. Additionally wearing shoes itself does not typically cause a change in appearance, but when shoes interact with a foreign substance on your floor there is the chance to affect your floors appearance. When furniture is moved, it has the opportunity to affect your floors appearance.
So no, I am not saying that you should be grateful that you did not have to pay 'the imbecile' who inspected your floor. I am simply stating that we have done everything we can do to ensure that you are confident in your new purchase, however we have been unable to do this successfully. I understand that you would like to have compensation in the amount of 400.00 for this reason, and I am simply stating that while I value your business with us and your opinion of our company, I am unable to provide such a substantial sum, given that we have already paid 150.00 to have an independent agent look at your floor against our recommendation (due to the concern that it would not be found to be a valid claim) when our normal policy is to ask for payment on an inspection when the expected out come is non defective as this one was. I do not expect you to 'roll over and play dead', I am simply asking for you to review the service you have received, the pricing of the product, the nature of your concern, and then determine if you truly believe that we are a disreputable company. Scratches on a natural floor can and do occur through normal use of the floor, part of the value in the product you purchased is that you will be able to sand and refinish your floor in the future to reduce the visible effects that you have noticed already.
We truly do wish that we could accede to your demands, however, we have a duty to all of our customer's to stay in business to warranty our products for valid claims. If we provided credit to each of our customer's whose floors now have scratches, I am afraid that no flooring company would be in business. You have threatened litigation, and you have threatened to post (what I would assume is negative) feed back if we do not accede to your demands. I ask that you take the action you find to be most appropriate, as a consumer you have rights. We as company have those same rights. I work for an ethical company, one who prides itself on doing what is right. I am proud to say that about our company and I stand by the decision being made here.