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Complaint Details
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Initial Complaint
23/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They have overcharged me for product not delivered for a total of $******. This includes $****** of hardwood and $****** for vents that were not provided nor delivered. Please see the photographs showing the * cartons X ***** square feet or ****** square feet of product that was delivered. I had * boxes from a previous project that was purchased from this vendor, which were used for the project. The entire area that was supposed to be completed was over *** square feet of flooring, but the installer couldn't complete this because he didn't have enough product. This is also indicated in the emails.The vendor claims that they provided ****** square feet of product and this is simply not possible. If they had provided ****** square feet of product, there would have been ample with my existing two boxes. However, as the installer (referred to as Brayden the emails attached) indicated to us -- the project could not be completed and only *** square feet was installed (they add **% tolerance -- as you can see in the emails and in the billing, which accounts for the *** square feet of installation). I was attempting to resolve this with the merchant and then they charged my credit card WITHOUT my authorization instead. The entire process has been very unsavoury with this particular salesperson as she is deceitful.
Business response
23/09/2024
Hi there,
Client purchased flooring without having *** come to measure and insisted on using her * boxes on site - against ***** advice. Many quotes were done to adjust the pricing to something *** ***** was comfortable paying as there were shipping fees from the supplier to bring the material to us above the actual material cost alone. Almost * months had passed until we could get the material shipped to ******* along with another store's order to help *** ***** not pay the shipping fee while she waited a long time for her floor.
Client and installer made us aware once the bedroom had been done that there was not enough material to complete the closet. Upon further inspection the client and installer noticed the boxes were labelled smaller (*****) than what was supposed to be on the box (*****). So this was deduced to be the problem... *** and her Manager **** called and emailed the *** from the supplier and she said that all of their carton sizes have been mislabeled but they do in fact contain the *****sf as quoted. They further sent us pictures of wrongly labelled boxes with correct labelled boxes showing this to be the case so we sent these pictures to *** *****.
But in further calculations and discussions between us..... ***** was shipped to site which is more than enough to do the master bedroom... we would just need material for the closet which would be just over a box of material. We have come up with * reasons the job was short.... possible installer error or *** ***** is correct and the carton size was wrong.
In either case we are happy to work with her to resolve this... we propose that ***** go to site and measure as well as get the supplier to send us another box of hardwood that is mislabeled so that we can measure it out and figure this out.
Customer response
25/09/2024
Complaint: ********
I am rejecting this response because:Please see attachment "*** ******** ************.
Sincerely,
**** *****Business response
26/09/2024
Hi There,
How do we resolve this if Miss ***** won't allow us to have the site meeting with the wood and our due diligence... if the only way forward is the the credit that isn't a resolution that's just meeting her demands without the accurate facts.
I'm not sure what to say or do in this situation if she says no to us working together on this.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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