- Report: #1251006
Complaint Review: Hosking Hardwood - North Attleboro Massachusetts
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Hosking Hardwood
805 South Washington Street North Attleboro, 02760 Massachusetts, USA
Phone:
(508) 643-0810
Web:
www.hoskinghardwood.com
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Hosking Hardwood Bait & Switched for inferior product North Attleboro Massachusetts
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While remodeling, ran out of hardwood flooring. Purchased cheap untreated flooring & tried to match paint to no avail.
Called Hosking to get pricing on hardwood I needed. Sales rep gave price quote & explained since I didn't purchase my previous flooring from them, might be slight color variation. I understood as I knew it wasn't from same "paint batch." Got invoice emailed which stated description of my order, “LAUZON (brand) SOLID MAPLE (wood type) TRAVERTINE (color).” Two weeks later I opened box to see different size, wood type, & colored flooring. Enclosed shipping package slip shows these are not Lauzon. It looked the same as my initial failed attempt. Called Hosking about the MISTAKE but was told that since Lauzon is so EXPENSIVE, they use CHEAPER 3rd party lumber molding company that uses GENERIC hardwood & ATTEMPTS to paint match. I asked “Why wasn’t I told this BEFORE?” Rep responds “I don’t know what I may or may not have said…” I ASKED for Lauzon, PAID for Lauzon, I should be GETTING Lauzon. Why would I agree to pay for GENERIC, SUBSTITUTED product & be charged same price as the authentic? She was unapologetic & connects me to the owner. He doesn’t answer & unsurprisingly doesn’t return my voice message. I was willing to return INACCURATE order & have correct one sent. Now its been a month so had to resort to disputing charge & informing others about this UNSCRUPULOUS company & their blatant BAIT & SWITCH. I had to order again from QUALITY FLOORING 4 LESS, paid same price & got correct item. Would you buy a FAKE Rolex that is the same cost as the real one? If your answer is no, then AVOID ordering from Hosking!!!
Jeff (the owner) has responded through BBB & credit card dispute that I acknowledged the terms of the sale. Wow really? I stated I acknowledged there are no returns on moldings. As I stated previously, sales rep said I needed to acknowledge there are no returns because I didn't purchase previous order from them & might be some color variations so check the invoice & make sure the right product, color, & size is specified. I didn't think she would mean a whole different type of hardwood would be sent. In no way does my response say I acknowledge purchasing a substitute. In no way does your invoice state a substitute would be sent.
2 Updates & Rebuttals
Hosking Hardwood Flooring
North Attleboro,Massachusetts,
USA
Hosking Hardwood Response:
#2REBUTTAL Owner of company
Tue, September 01, 2015
We are presently working with the molding manufacturer to have her return these moldings.
Hosking Hardwood Response: The reason the product is listed on the consumers invoice so that it can be matched to what product is available with our suppliers at that time. If the product was not listed our suppliers would not know what color flooring to match the mouldings with. We are sorry that you do not understand the context of our confirmation e-mail to you that you agreed to. There has been NO BAIT AND SWITCH ON OUR PART as this customer knew she may be sent substitutions if Lauzon moldings were not avail at time of order.
Customer agreed to our terms prior to her order being placed. We do not bait and switch our customers. It was clearly explained to her that our distributors will NOT take back moldings as they are special ordered. And that we may have to substitute one brand for another depending on availability. There are many other retailers that have same terms. Please see the Customers return e-mail to us below stating that she understood our policies regarding moldings. This policy is also clearly stated on our website. For privacy reasons we have blocked customers name and e-mail address.
-----Original Message-----
From: XXXX Family mailto:XXX[email protected]]
Sent: Monday, July 06, 2015 2:08 PM
To: Crystal <xxxxx@hoskinghardwood.com>
Subject: Re: Invoice xxxxxx from Hosking Hardwood Flooring
I understand there are no returns on moldings. <----------------
~Elizabeth XXXXX
> On Jul 6, 2015, at 1:57 PM, Crystal
wrote:
>
> Your invoice is attached showing your order for 15 stairnoses to match
> the Lauzon Travertine solid. Please take a look at it and make sure
> the billing/shipping information is correct. If anything needs to be
> changed, just let me know.
>
> Additionally, since you didn't purchase the actual flooring from us, I
> need to you read and understand our policy (below) on ordering
> moldings without the flooring. Basically, because hardwood is a
> natural product, there can be shading differences when the stain is
applied that we can't control.
> Additionally, since we didn't sell you the flooring, we can't be sure
> that it is the actual Travertine you have down. Ultimately, there are
> no returns on moldings. If any of this is confusing and/or you have
> questions, just let me know.
>
> Thank you for your molding order: due to the possible inherent issues
> with wood moldings exactly matching your existing wood flooring, we
> require you to verify our terms of sale for these moldings below:
>
> There are few flooring Manufacturers that make their own moldings they
> are manufactured by other companies that provide that service.
> Moldings are generic and due to them possibly being from a different
> die or batch lot they may or may not be an exact match to your
> flooring color --- especially when trying to match older flooring.
> Moldings are sold as a complimentary color to that flooring. We
> suggest installing particular floorboards that best match the molding
> color next to where the molding is going to be installed for a gradual
> color match. Moldings may have slight design variations compared to
> other manufactured moldings. In rare cases of availability issues
> Hosking Hardwood Flooring reserves the right to substitute one brand
> for
another.
>
> If these terms of sale are acceptable please click reply to this
> e-mail message and state that you understand there are No returns on
moldings.
>
> If these terms of sale are Not acceptable please click reply to this
> e-mail message and state that you want to cancel your molding order.
>
> Your Molding order will not be processed until we receive this reply
> from you.
>
> Thank you for your understanding
> <Inv_xxxxx_from_Hosking_Hardwood_Flooring_www.hoskinghardwood.com_133
> 72.pdf>
Forgot to add
#3Author of original report
Wed, August 26, 2015
The invoice of what I was EXPECTING.
NOWHERE in this invoice does it state a substitute, generic, or similar product is going to be sent. It clearly only states that the order is for the:
- Lauzon - brand
- Solid Maple - type of wood
- Travertine - name of the color
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