Hosking Hardwood Flooring Shipped wrong flooring product, refused to make good. North Attleboro Massachusetts

We deal with hundreds of customers a week and in our 70 years of being in business we have had very few complaints. When there is a complaint we find that most of the time the consumer never took a moment to read the Terms & Policies prior to purchasing or is simply trying and get around them.  Do we use our Terms and Policies as a Shield? No, as with any complaint we go to extremes to resolve them quickly and fairly. If we shipped the wrong color or item we would take full responsibility.

Every legitimate company has Terms & Policies to protect both that company and the consumer. Our Terms and Policies are not extensive or in small print or hidden anywhere, they are in plain site and before any consumer purchases from us they have to check off a box stating that they have read and understand these terms.

This complaint being simply because of the length of the floorboards being random lengths up to 48 long and not all 48 is not justification to warrant us of bearing the restock charge and shipping costs.

We carry well over 58,000 different products because of all the added product information we offer that we are given by our distributors and/or the manufacturers, they may be a rare occurrence of an error or recent minor change in product that the manufacturer or distributor has made that we have not been notified of. That is why we have the statement in our Terms and Policies page that - Information and descriptions shown on this website are believed to be accurate at time of publishing but due to ever changing conditions above and beyond our control Hosking Hardwood Flooring makes no implied guarantees of its accuracies.

So we are in a dilemma... do we give people more product information to try and help them? Or be just like our competitors and play if safe and give the consumer just enough information to make the sale?

When a consumer has a complaint they most always exaggerate what the real issue is and what was said.  We suggest that if a consumer has a problem that they try and work with the company first instead of yelling and screaming threatening charge backs on their credit cards. If this consumer allowed us a few days to investigate his complaint before filing a charge back with his credit card company right away the consumer might have benefited by our distributor dropping the 30% restock fee as a consolation.

Most all companies charge re-stock fees whether they are online or local stores.

Jeff Hosking - President

www.hoskinghardwood.com

We deal with hundreds of customers a week and in our 70 years of being in business we have had very few complaints. When there is a complaint we find that most of the time the consumer never took a moment to read the Terms & Policies prior to purchasing or is simply trying and get around them.  Do we use our Terms and Policies as a Shield? No, as with any complaint we go to extremes to resolve them quickly and fairly. If we shipped the wrong color or item we would take full responsibility.

Every legitimate company has Terms & Policies to protect both that company and the consumer. Our Terms and Policies are not extensive or in small print or hidden anywhere, they are in plain site and before any consumer purchases from us they have to check off a box stating that they have read and understand these terms.

This complaint being simply because of the length of the floorboards being random lengths up to 48 long and not all 48 is not justification to warrant us of bearing the restock charge and shipping costs.

We carry well over 58,000 different products because of all the added product information we offer that we are given by our distributors and/or the manufacturers, they may be a rare occurrence of an error or recent minor change in product that the manufacturer or distributor has made that we have not been notified of. That is why we have the statement in our Terms and Policies page that - Information and descriptions shown on this website are believed to be accurate at time of publishing but due to ever changing conditions above and beyond our control Hosking Hardwood Flooring makes no implied guarantees of its accuracies.

So we are in a dilemma... do we give people more product information to try and help them? Or be just like our competitors and play if safe and give the consumer just enough information to make the sale?

When a consumer has a complaint they most always exaggerate what the real issue is and what was said.  We suggest that if a consumer has a problem that they try and work with the company first instead of yelling and screaming threatening charge backs on their credit cards. If this consumer allowed us a few days to investigate his complaint before filing a charge back with his credit card company right away the consumer might have benefited by our distributor dropping the 30% restock fee as a consolation.

Most all companies charge re-stock fees whether they are online or local stores.

Jeff Hosking - President

www.hoskinghardwood.com