- Report: #891072
Complaint Review: Floor Source Direct - St. Louis Missouri
Reported By:
Hightekbob -
St. Louis, Missouri, U.S.A.
Submitted:
Updated:
-
Author Confirmed
Why?
Floor Source Direct
11491 Page Service Drive St. Louis, 63146 Missouri, United States of America
Phone:
314.567.3771
Web:
www.floorsourcedirect.net
Categories:
Business Rating:
(0)
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Floor Source Direct United Carpet Co., Inc. Nasty customer service policy St. Louis, Missouri
Floor Source Direct, United Carpet Co. Inc.s full-service design center showroom is located at 11491 Page Service Drive in St. Louis County, Missouri. I visited Floor Source Direct to gather expert advice and to purchase Mannington flooring products for my kitchen floor project. Thereafter, in the course of installing my floor tiles, I realized that the design specialist at Floor Source Direct had miscalculated the proper amount of adhesive required for my project. She sold me twice the needed amount, an additional pail at $41.67; an incredible gaff for an experience representative! I also purchased for $75.00 a pail of almond-colored grout.
Once my floor tiles were installed, I realize my grout choice would not be a fitting color. (Almond colored grout is difficult to keep clean.) Subsequently, I contacted Floor Source Direct and requested they swap my pail of grout for a darker color and issue a refund for the surplus adhesive I purchased at their design specialists recommendation.
To my surprise and disappointment, the design specialist informed me of a secret company policy to issue no refunds 30 days beyond sale date. She claimed the products were now past their shelf life and therefore, unfit for sale. Sorrythats company policy. Nothing on my purchase receipt made mention of this 30 days no-returns policy. Hence, now Im on the hook for $116.67 worth of surplus product. To complete my project, Ill need to purchase for another $75.00 a pail of brown grout.
I consulted a Mannington customer service representative to get the facts about Mannington products. She assured me that Mannington products had a one year shelf life! Surprise! Next I wrote to Mr. Rick Giancola, President of United Carpet Co., Inc., the parent company of Floor Source Direct, for an explanation. His response to my complaint wassilence.
How strange that I can spend over $1000 at Floor Source Direct and get a rude, unreasonable response to my customer service request? Who knows what other underhanded practices those shameful people are capable of? Indeed, its my fault for putting my trust into a company that I had failed to fully investigate beforehand. Beware, and then take your business & money elsewhere!
Once my floor tiles were installed, I realize my grout choice would not be a fitting color. (Almond colored grout is difficult to keep clean.) Subsequently, I contacted Floor Source Direct and requested they swap my pail of grout for a darker color and issue a refund for the surplus adhesive I purchased at their design specialists recommendation.
To my surprise and disappointment, the design specialist informed me of a secret company policy to issue no refunds 30 days beyond sale date. She claimed the products were now past their shelf life and therefore, unfit for sale. Sorrythats company policy. Nothing on my purchase receipt made mention of this 30 days no-returns policy. Hence, now Im on the hook for $116.67 worth of surplus product. To complete my project, Ill need to purchase for another $75.00 a pail of brown grout.
I consulted a Mannington customer service representative to get the facts about Mannington products. She assured me that Mannington products had a one year shelf life! Surprise! Next I wrote to Mr. Rick Giancola, President of United Carpet Co., Inc., the parent company of Floor Source Direct, for an explanation. His response to my complaint wassilence.
How strange that I can spend over $1000 at Floor Source Direct and get a rude, unreasonable response to my customer service request? Who knows what other underhanded practices those shameful people are capable of? Indeed, its my fault for putting my trust into a company that I had failed to fully investigate beforehand. Beware, and then take your business & money elsewhere!
2 Updates & Rebuttals
hightekbob
Missouri,United States of America
Issue resolved
#2Consumer Comment
Tue, June 19, 2012
June 19, 2012 UPDATE:
Company President Rick Giancola has contacted me, eager to rectify my unfortunate shopping experience with Floor Source Direct. Upon review of the facts, he apologized for my aggravation in trying to reach a concerned company representative. He assured me that he would grant me a refund for the excess adhesive I had purchased. Additionally, he agreed to swap my almond-colored grout for a more desirable shade. I believe that he is sincerely frustrated by the communication breakdowns and embarrassing performance of his company's staff. My impression is that he truly values his company's hard-earned reputation. My sense is that he will take this opportunity to review company policy and implement updated procedures among his workforce. I salute Mr. Giancola for his cooperation in this matter.
Ashley
springfield,Missouri,
U.S.A.
hardly secret
#3Consumer Comment
Thu, May 31, 2012
A 30 day return policy is pretty standard for any store. Have you gone back to the store to read their posted return policy? I gauruntee its not a "secret". Every company is required to have a return policy posted in their stores. If you are past their return policy, then its yours.
No ripoff here.
