- Report: #638436
Report - Rebuttal - Arbitrate
Complaint Review: Floor and Decor
Floor and Decor4501 W Braker Ln, Austin, TX 78759 Austin, Texas United States of America
Floor and Decor Bait & Switch Hardwood Flooring Austin, Texas
*General Comment: Difficult customer
*Author of original report: Floor and Decor - Hardwood Floor ripoff
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I will NEVER shop there again-classic bait & switch on solid hardwood floors. They mixed up their displays showing a floor under the wrong name-a floor I specifically said I did not want due to the "patchwork quilt" effect from all the different colors otherwise known at Floor and Decor as "rustic" (fact that I didn't realize until after the 2nd wrong floor). The sample floor I selected had the name "rustic" on the display but it was NOT the rustic floor that I was after-Floor and Decor's mistake. I didn't realize the mistake until the installers arrived to start. At this point the wood had been in my house for 5 days so it could acclimate. All my furniture was outside in 100+ degree heat. I went back to Floor and Decor and finally convinced the wood "manager" that I had not changed my mind but in fact it was the wrong wood. The managers and individual associate involved knew I was objecting to the multi-color effect. When they realized their error they offered me another floor which they had originally said they did not offer any longer-anywhere. The second floor was in San Antonio and after a lot of complaining I got the installer (a different company) to make the 3+hour round trip to pick it up and deliver it to me that same evening so we could begin the acclimation process. It never occurred to me that they would do the same thing again. The second floor, while a different wood, also had the "rustic" name on the box but the sample that was shown to me at the store did not have that "patchwork" effect-the store display for this 2nd floor measured roughly 6'x6'-not a small display. (If in fact the display is the same wood, I imagine they cherry picked the wood to make this display seem more homogenous). After the 2nd floor was delivered I opened up several boxes and was satisfied it was pretty much the same color of wood-pretty much because wood will never all look the same. 2 days later when the installers again arrived and started installing the 2nd floor I realized it was the same thing-patchwork. Back to Floor and Decor to complain at which point everyone got very defensive. After looking through their selection I decided I would cherry pick through what had been delivered and cull out the most offensive boards. Floor and Decor would then sell me more boards after another 3-4 days to ship it from San Antonio and another minimum of 2 days to acclimate. I wasn't able to cull out enough boards to even cover one room. Suffice it to say I received no satisfaction from the company. With all my furniture outside in the weather and a 4.5" rainstorm that came through Austin I could not delay any longer and was forced to install a floor I specifically did not want. This was my mistake. My belongings were taking a beating but in retrospect I should have had what was laid ripped up and used another supplier. No customer service but even worse, a disreputable company. I would gladly have paid twice the price for a floor of my own choosing. They're a recipe for what not to do in business - Deceptive trade practices including bait and switch, poor quality control and the worst of service after the sale. You could make the argument that it was simply a mistake-maybe so but in my 3 visits to Floor and Decor to iron this thing out they had yet to rectify the "mistake" display until today when I made the observation to them for the 3rd time! Deceptive Trade Practices. It's not a good deal-whatever the price-it's not a good deal. And I'll use any internet sounding board and review outlet to share my experience.
This report was posted on Ripoff Report on 09/07/2010 01:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Floor-and-Decor/Austin-Texas-78759/Floor-and-Decor-Bait-Switch-Hardwood-Flooring-Austin-Texas-638436. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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