Complaint Review: Epoxytech

Indeed there was a communication problem between the company and my staff.  Since then I have discussed the matter with the customer.  We saw areas where we could make improvement.  The matter has been resolved and the customer is happy and states  that is great product.  We now have the opportunity to learn from the situation and be better for it. Customer service is of utmost importance to us as you could see by viewing our 5 Star Product and Service Review on such global sellers of the product like Amazon and eBay. We have millions of feet of flooring sold with 0 negative feedback. Maybe the staff was not equipped to handle complaints as not a reocurring issue. As a company we strive to get better and better everyday. Staff is now directed not to handle any issue like this on their own and to contact owner immediately. A good company learns from their mistakes and betters themselves and their employees from it. Our mistake issue was not resolved in 24 hours but was contacted by owner and did take longer to work out misunderstanding. Side note to answer client issue with tech-chat support not using real name. That is a safety issue for our employees. Not to deceive to quality individuals. We do offer money back product guarantee.. this is just first time we were in this position to have to give money back or replace product in many years in business. Customer Satisfaction is our ultimate goal and by no means did we mean to discredit the buyer with any rebuttal. Yours Respectfully.

Owner states that I did not provide sufficient time for this to be handled.  When his employees are telling the customer that they refuse to handle the situation and demanding that the customer never contact them again,what is an appropriate time and who exactly was going to handle the matter.  If the company refuses to address the customers issues, the only option is to bring the court system into the picture.

I did select my color scheme from a picture they advertised on their own website.  The employees of this company selected the wong colors which were not of the picture they advertised.  Issue was not resolved in 72 houurs.  The origina report on ripoff report was submitted on 7/2/17.  This issue was not really resolved until 7/12/17.  That is 10 days, which is nowhere near 72 hours.

If this company has a true 100% money back guarantee. we would not have this report in te first place. Just as a side note, their blanket live chat persaon that was Michael, but not really Michael; not it is dummy employee Steve.  Eithe Steve workd 24 hours a day, or Steve is not Steve.  I thought the company would have learned to take ownership of their actions, but it appears they haven't learned a thing.  They continue to blame their customes and contine to not take accountability.  With these mothods of operations, I do not see them lasting long.

The customer did not provide sufficient time for this to be handled. He filed report in less than 24 hours. Threatened to sue immediately. Although its true its not a warrantee issue we did resolve his issue. He selected his own color but we want our clients very happy. Issue resolved within 27 hours. We offer 100% money back guarantee! If you want guaranteed success please drop us a line. Thank you.

The Epoxtech owner and myself got the opportunity to discuss this matter.  We have come to a resolution that is mutually beneficial to make both parties happy.  Miscoummination was our issue.  Epoxytech has since made  efforts to imrove that. Their product is a good product.