Two years ago we ordered 3/4 X 4 Natural Maple hardwood flooring by Bellawood at the Manchester Nh location. When we installed the first box we saw it was very poor quality. The boards had a variety of thickness, some up to 1/8 inch difference and the ends were not straight cuts. It made a messy floor with a lot of gaps. We stopped after one box and contacted the store. We brought it back and ordered a new batch. After the wait, the new batch was much better. I agree with other complaints, the customer service skills are very lacking at the stores. They made it seem like it was our fault and we were inconveniencing them.
Now 2 years later we want to do another bedroom and have it match. We ordered the exact same flooring (7 boxes)with much reluctance. We had someone installing it for us during Labor Day Weekend. When we saw the floor it was 75% done. IT was not the same. IT was not the nice white creamy maple. It was 75% darker mismatched wood. Was it a mislabeled batch? We contacted the customer care center. A nice girl Tiffany took my complaint and said it will be forwarded to them on trues. We had to finish the floor and get our house back in order. The rep contacted us on wed and said we are really sorry there can be up to 5% variance in color per box. All 7 boxes had the mixture. He basically said you accept it "AS IS" once it is installed. We do encourage the home owner to be there when it is installed and to stop if you see a problem and contact us. etc etc Why should we have to double check everything? Should i have opened every box to inspect it when I picked it up? and another problem is it was Labor Day Weekend. They did receive the pictures that clearly show it is not the same. We then needed another box to tie in a closet. It had to be ordered. They gave it to us for free. When it was picked up a week later. It was the perfect creamy white Maple that we thought we had ordered. How can that be explained. I think I deserve to be compensated. It is not what we ordered.