Complaint Review: American Hardwood Floors

I ordered flooring from American Hardwood Flooring (AHF) on Nov. 4, 2004 and was told by their salesman "Jack Kilroy" that it would be shipped within 3 weeks. The company only accepts checks for orders which should have been a red flag for a purchase via the internet. However, I was eager to obtain the "good price" they advertised and I'd never had a problem purchasing a wide variety of products via the internet.

I became suspicious when I was unable to talk to a live person at AHF after not receiving the promised flooring after approximate 4 weeks. The only way they will communicate with you after receipt of your check is via their internet chat forum. When ever you attempt to pin them down they cut off communication and give you the company line that "the mill says it will be shipped in 3 weeks".

I discovered this website and a complaint about AHF. I contacted the party who suggested I contact the NWFA & WFCA, both manufacturer flooring associations that AHF displays on their website. Both organizations stated that AHF has a long history of customer complaints and they are attempting to have their logos removed from AHF's website. NWFA (800 422-4556) officials stated that AHF eventually delivers the flooring, however, it typically takes 4 to 5 months with some customers reporting waiting as long as 7 months.

The return of funds on cancelled orders can take a long time as well. Upon hearing this I immediately contacted AHF and began the process of cancelling the order. I had to be extremely persistent to obtain a form that you sign stating that I would pay a 30% cancellation charge.

The cancellation form stated that AHF would send a check within 30 days of Dec. 4, 2004. It is now Jan. 20, 2005 and I have yet to receive it, however it is in the mail. PS I subsequently ordered the flooring from another internet advertiser and it is already installed and it cost less than AHF's advertised price!

Chris
Santa Rosa, California
U.S.A.