Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recieved 2 pallets of flooring material. One of the pallets had a red oily substance spilled on it and had soaked into the entirety of the product. In addition to this numerous boxes were crush damaged. I called the company and was told to Notate on the delivery slip, which the driver and I did. I filed a claim with efloors. They initially asked me to repalletize the load and send it back. I asked for a refund for 20 boxes of the product ad I needed the rest of the flooring to do my job. After weeks of back and forth with the company and numerous pictures they are asking me to work this load again and send back the damaged product. Many boxes have been opened. I feel that this is excessively difficult on my part to recieve a resolution. I sent them pictures. The damage was noted by the driver. They just don't want to refund me for the damaged product. I already told them that I didn't think I could repackage this load.i have numerous pictures that I could not upload due to the 5mb limitation.

  Business response

  07/17/2024

  Dear *****,
  
  We apologize for the inconvenience and frustration you have experienced. We understand your concerns and appreciate the steps you have taken so far.
  To address the issue promptly, we can arrange for ***** to come to your home for the pick-up. **** is only requesting a few boards, tapped into a box, to be returned.  The balance of the material can be disposed of. 
  
  Please let me know a convenient time for the ***** pick-up, and we will coordinate the arrangements accordingly.
  
  Again, we apologize for any inconvenience and appreciate your patience as we work to resolve this matter.
  
  Best regards,
  ******************************;
  Vice President  
  p ************ |  e bgeskey@efloors.com  |  www.efloors.com

  Customer response

  07/25/2024

   
  Complaint: 22003425
  
  I am rejecting this response because:

   

  Hi,  I responded to the company.  They requested that I send some of the flooring back,  which I did.  I'm sorry I was never able to attach photos to my initial complaint I will send a few now.  I have not heard back from efloors.  Please don't close this complaint yet.  I was going to notify you if I get a resolution.  I have not gotten anything. I am still hopefully, but it's been about a month already.  

  
  

  
  

   

  
  

  
  

  
  
  

  
  

  *****
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered **************************************************** $1801.68 when they arrived they were not the ones we were looking for the color is exactly the same but they were glue on kinds and not the click lock kinds. They say 100% customer satisfaction gurantee so when I called the customer care support I was advised to file a claim on the website to get an exchange for the correct product and return the existing ones with a shipping waiver and no restocking fees as I will be buying from them again. I was assured that this issue will be taken care of. But instead I was given a reply as below:Returned Merchandise-20 cartons $1,801.68 Original Shipping: $195.53 Return Shipping: $195.53 20% Restock Fee:$380.33- Can get this waived with a new order. Total Refund with a new order: $1,410.62 Total Refund without a reorder: $1,030.29 So basically no matter even if I just exchange the incorrect product from them I will end up losing a large sum just for shipment. Where is the customer satisfaction here?? A very poor customer service.

  Business response

  07/05/2023

  To Whom It May ****************** success has been built on keeping our promises to our customers and we thoroughly stand behind our 100% Satisfaction Guarantee as it relates to Product Construction.  We are an authorized retailer and sell material with the full manufacturer warranty.  That said, this claim is not associated with any sort of warranty issue but rather the incorrect product was purchased by this client.  The material was outlined in multiple phases of the buying journey including the ******* website, the quote request form completed by the client and finally the order receipt emailed to the customer on 6/23/23 at 3PM.  We understand mistakes can happen, and have offered our customer an accommodation for their reorder selection, as outlined below.  

  Dear *************************,  my manager has confirmed that the order was placed online so there was no phone call we could pull to verify.  
  
  Here is a breakdown to return this material.
  
  Returned Merchandise-
  20 cartons $1,801.68
  Original Shipping: $195.53
  Return Shipping: $195.53
  
  20% Restock Fee:$380.33- Can get this waived with a new order. 
  
  Total Refund with a new order: $1,410.62  
  Total Refund without a reorder: $1,030.29
  
  Material must be secured to a pallet or TForce will not pick it up. If you wish to proceed with your return, please let me know a weekday that will work, and we will get this setup and email you a copy of the return BOL. We will need 2 copies printed. 1 copy to attach to the pallet of flooring and 1 for the driver when he picks up the material.
  
  Our complete Returns Policy is linked on our website and within the emailed receipt: *****************************************************

  We have presented a very accommodating offer to this client.  We kindly ask them to connect with the ******* Care Team to proceed with this return.

  Best regards, 

  *******

  Customer response

  07/05/2023

   
  Complaint: 20271909
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased flooring from ******* on 1-24-22, order number ****** in the amount of $3,508.34. We purchased ******* because they advertise and indicate: Our Quality - 100% Satisfaction Guarantee on Product Construction.On 11-24-22 we filed on ******* website a warranty claim because the product construction of the flooring has failed causing it to cup and the edges to raise. Reply from ******* indicated that we would be updated in 1-2 business days.On 11-28-22 reached out to ******* again because no update was provided.On 1-6-23, 2-3-23, 2-8-23, 2-28-23, 3-13-23, 3-16-23, 3-29-23, 4-7-23, 4-12-23, 4-19-23, 4-28-23, 5-3-23, and 5-9-23 we emailed ******************************* (Vice President of *******) to get updates on our claim; numerous phone calls have been made as well. ********* is aware we are looking for full product reimbursement and labor reimbursement . Today ********* indicated that ******* will not be standing by their slogan / advertising: Our Quality - 100% Satisfaction Guarantee on Product Construction; and that I should contact their Supplier that they (*******) have not been able to reach in 5 1/2 MONTHS since the warranty was submitted. Our purchase was with *******, and they need to stand by their slogan / advertising: Our Quality - 100% Satisfaction Guarantee on Product Construction. We appreciate the BBB in assisting with holding ******* accountable for full product reimbursement and labor reimbursement.Sincerely,***********************

  Business response

  05/22/2023

  To Whom It May ********************** have built our business at ******* alongside reputable flooring brands, and sell their products with the full warranty supplied by the manufacturer.  ******* is a retailer, not a manufacturer; therefore, we do not provide any warranty independently.  The product **************** purchased is called ********* Pryzm, produced by *******************  As of July 22, 2022, ********* filed for bankruptcy and has since been liquidated. We have attempted to obtain a resolution for **************** through the channels we have available to us.  Unfortunately, as we have explained to ****************, the consumer must initiate any product-related warranty claims through the liquidation company, *****************************.  We have provided **************** with the contact information multiple times.  Due to the circumstances surrounding the bankruptcy filing, ******* is not legally responsible to fulfill any obligations presented within the warranty agreement between ********* and the consumer.  In good faith and effort to provide the superior customer service level we strive to fulfill, ******* will extend a $1,000 discount on ************ re-selection of ******************** choosing.  We ask that **************** connect with the Care Team at ******* to proceed with a replacement order.  
  
  
  Best regards, 
  Efloors.com

  Customer response

  05/22/2023

   
  Complaint: 20040204
  
  I am rejecting this response because:  ******* is falsely advertising as they advertise and promote (Our Quality - 100% Satisfaction Guarantee on Product Construction, attached screenshot of website); this makes ******* solely responsible.  Attached email, ******************************* (Vice ********** ******** indicates on behalf of our customers, we are advocating these concerns with AHF to ensure all claims are reviewed and resolved.  ********* inquired about labor bills to tie to the claim, attached email.  We are looking for full refund of funds (not a credit toward new product) for the purchased product $3,508.34 and the labor to replace $3,473.60 ($4/sq.ft. X ****** sq.ft.), total refund of $6,981.94. 

  Sincerely,
  
  ***********************

  Business response

  06/07/2023

  To Whom It May ********************************* we are unable to honor ******************** request.  As previously stated, we have provided **************** with the appropriate contact information to pursue his claim with *******************  As a retailer, we support the products we sell with the manufacturer's warranty.  We are not the manufacturer and therefore do not provide any warranty independently.  In good faith, we have offered **************** $1,000 in merchandise credit to use towards any product reselection his chooses from Efloors.com.  In a further act to resolve this matter, we will increase this credit to $2,000 of merchandise credit, solely funded by Efloors.com.  We understand the hardship this unfortunate bankruptcy has caused ****************, and though we are not the manufacturer nor legally responsible to withhold their warranty standards, we are here to help.  We ask **************** to contact our Care Team to explore replacement options.

  Best regards, 

  Efloors.com

  Customer response

  06/08/2023

   
  Complaint: 20040204
  
  I am rejecting this response because:  The service from ******* has been very unreliable and unprofessional (most recent example:  not replying to this communication chain within the allotted 7 business days).  For the above noted reason and previous communication examples we are requesting for full reimbursement of funds, not a store credit.
  
  Sincerely,
  
  ***********************

  Customer response

  06/26/2023

   
  Complaint: 20040204
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for 10 cartons of engineered tile from eFloors.com on 11/07/2022. I received delivery on 11/18/2022. Upon inspecting the delivery, I noticed several tiles were damaged (6 pieces total). I reached out to the company that evening to report the issue and sent them pictures. ***********************, Customer Resolution Manager, responded on 11/30/2022 and agreed to refund me for the 6 pieces. I followed up on 12/26/2022 via email to let her know that I still had not received the promised refund. I received no response. I've since followed up several more times via phone and have received no response. Today is 02/28/2023. It's been 3 months. I would like a refund.

  Business response

  03/17/2023

  To Whom It May ****************************** published in our delivery policy, all damages must be notated on the delivery paperwork for claims purposes.  Without notation, ******* has no merit to launch a claim with the freight carrier.  ******* acted in good faith and launched a freight claim on behalf of ************** in attempts of recovering costs associated with the damaged claimed.  With no surprise, this attempt was declined by the carrier.  We communicated such to ***************  In efforts of satisfying **************, ******* has made an extraordinary exception and issued a refund in the amount of $116.88.  This case may be closed as resolved.

   

  Best regards,

  *******

  Customer response

  03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased **** square feet of flooring from efloors.com and payment was processed from my credit card on 2 /10/23. The emailed me with my order # ****** and said they will email me a tracking number. I have messaged them three times. When I tried to call today, the call gets disconnected immediately.

  Business response

  03/01/2023

  To Whom It May ****************************** have already made contact with this client and provided tracking details via TForce Freight 465450123.  This shipment is scheduled for delivery on Friday, March 3rd.

   

  Best regards, 

  *******

  Customer response

  03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Besides delayed replies to my emails, I have yet to receive a refund (or an explanation for the delay in issuing a refund) from EFloors.com in the three weeks that they have been in receipt of the floor tiles I purchased from their website (on 9/30/22) and subsequently returned. I requested to return the tiles because I thought they were very blurry and artificial-looking. The tiles were returned and received by EFloors.com on 12/15/22 and as of today, 1/6/23, I have not yet received a refund. EFloors.com emailed the manufacturer (Emser) on 11/9/22 and on 12/20/22 to seek some form of resolution, but apparently their emails, like mine, have led to nowhere. But as the tiles are no longer with me and I have indicated that I am not seeking replacement tiles from ******* (nor to purchase any tiles without seeing them in-person), I don't think EFloors.com keeping my money any longer is right.

  Business response

  01/17/2023

  To Whom It May ********************* allow this response to provide clarity on our willingness to assist this customer with their complaint.  The merchandise was picked up, returned to the manufacturer and a full refund was issued over a week ago.  Refund receipt below.

   

  ******* - NFD
  
  *********, ** 60404
  **************
  
  
  
  Ref #: R013065953975
  Authorization Code: 01324B
  
  
  
  
  
  Total: -$1,247.25 USD
  
  
  
  Card Number: XXXXXXXXXXXX6584
  Card Holder: WELCOM ANG
  Card Brand: DISCOVER
  
  

  Customer response

  01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Welcom Ang

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered stairnoses and endcaps for ***** Oak Tapa (Canvas Collection). When I called to place the order I explained to the lady on the phone that the trim product I got from my local flooring supplier did not match the actual flooring. It was obvious that it was made with Red Oak and the flooring is White **** To try to match the color they used an opaque stain and finish that looks very cheap and unnatural. She assured me that the product coming from ******* would be a perfect match as it comes directly from the manufacturer and agreed with me that it needed to be made from the same type of wood as the flooring itself. My order from ******* arrived today and it looks exactly the same as the product I am trying to replace. It is apparent that it is also made from red oak and has the same weird stain/finish. I was told I would be updated when my refund had processed. But it has now been over one month since the last communication from the ******* customer resolution manager despite many phone calls and emails. They have just stopped responding. It should not take 2 months to get a return authorization and a refund for a product that is not as described

  Business response

  12/13/2022

  Dear ******************,

   

  Thank you for your message.  We sincerely apologize for the delay in resolving this issue for you.  ***** has failed to reply to us in a timely manner and unfortunately the claim is still open.  However, in efforts of satisfying you and turning this experience into a positive one, we have gone ahead and issued your refund for you.  Below is the refund receipt.  Please do not hesitate to reach out with any further questions.  Best regards, *******

  
  ******* - NFD
  
  *********, ** 60404
  **************
  
  
  12/13/22 1:52:53 PM
  Ref #: R847959053572
  Authorization Code: 04119G
  
  
  
  
  
  Total: -$855.23 USD
  
  
  
  Card Number: XXXXXXXXXXXX4655
  Card Holder: ***********************
  Card Brand: VISA
  
  
  
  
  

  Customer response

  12/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered over 7k in ******** 8 ***** flooring few mi the back for kitchen in advance which came with no directions then ordered 500$ in underlayment assuming it was needed . After finally getting in touch with ******** they informed me anything or 5 they recommend adhesive with the nails and no underlayment. I contact efloors finally they contact me back tell me no refund or exchange for the correct product?? Which if that is the case it should probably state that next to item in bold print !! Not on another page somewhere !! I would be fine with just exchange for the adhesive and I would pay to overnight both products . Underlayment has never even been out of box ordered everything in advice due to the wait time for everything these day

  Business response

  10/13/2022

  To Whom It May ************************** request for return authorization has been approved and completed.

  Efloors.com

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered flooring from eflooring. 2/16/22 for 7 boxes of flooring and 2 trim pieces. As the order was left in driveway without being signed for.3/4/22 I open it when we found it and one box was unusable. I took pictures and contacted efloors that day. Still have emails. They said they would send another box. It came by ***** and was in worst shape , I refused delivery and just asked for refund. now we r months later and all I get is " they r working on it, waiting on ****** I don't care about ******" Did chat again today for third time, always same story. I emailed manager and they will email me when the refund is processed. Please refund my charge and shipping. One box and the $50 dollars shipping they added after the quote $147.14 ***** =******.

  Customer response

  05/31/2022

   
  Complaint: 17181898
  
  I am rejecting this response because:
  So nothing has changed from original order, except they take 2 months to refund damaged product. So shipping of 2 trim pieces was 50 dollars?Sincerely,
  
  ***************

  Business response

  06/06/2022

  To Whom It May Concern,

   

  Efloors.com charges shipping for all molding pieces.  As you will see on the enclosed screenshot, shipping calculated for the two moldings on this order has actually increased to over $53.  Moldings do not ship for free.  Free shipping is exclusive to flooring products.

   

  Best regards, 

  *******

  Customer response

  06/06/2022

   
  Complaint: 17181898
  
  I am rejecting this response because: 

  not sure why the order was shipped without Any communication. Delivered w/o any signature.  Damaged.  Shipped again w/o any arrival info. I was just lucky to catch the second damaged box and reject it. Give up on that box and have the refund held hostage for about 2 months w/o any communication. Only answer I got was, we r working on it. 

  Then I file with BBB, and its processed next day. Again, no one says or emails anything.  I see it on my credit card list.  

  Yes I would agree trim ordered by its self might have shipping, but trim wrapped to my pallet of flooring should not have a whole shipping **** if the flooring was shipped free. 

  
  

  
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/17/22 I purchased $1375.00 of Product ID: ***** ***** Natural Reflections Oak: Gunstock 5/16" x 2 ***************************** - 5 cartons. The website said product was in stock. I received a notification of backorder following. I asked for a refund on 1/25/22. *******************************, the *** bgeskey@efloors.com said she processed a refund. I never received it. I sent three follow up emails and contacted their website and no response. Now my order history says complete, I have no product or refund, and no proof that the product was shipped. I would like a refund ASAP.

  Business response

  03/06/2022

  Refund communication attached. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩