We're two retired seniors who planned to replace our home floor but then COVID intervened and significantly impacted our financial position. We had submitted a deposit of $1,000 but later asked the company for a refund before taking delivery of the product. They ignored the first three emails and then it took 1.5 months and another eight emails before we saw the refund cheque. We several times asked for proof that the refund had been sent. Eventually they agreed to send us a copy of the cheque stub or some other indication of the date it was sent. They never sent it.
Worse, they replied on Oct. 02/20 with a very terse email, "It has been mailed.” However, when we finally received the cheque it was dated Oct. 05/20, three days AFTER the date it was supposed to be in the mail. And presumably it might have taken one or more days to get the cheque signed internally after it was created.
THEN they deducted a "re-stocking" fee despite the COVID hardships and their advance knowledge of our situation.
When we first sent the deposit, they processed the transaction in literally one day.
They appear to have a “first class” product, which is why we went with them in the first place even though their product is 30 to 50% more expensive than similar vinyl planking at Lowes or Home Depot. However, they have “last class” customer service and a mercenary business philosophy that reflects zero-sympathy for the consequences of the global pandemic, especially for seniors.
A company of this size should be ashamed.