ComplaintsforAmazon Wood Floors

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a flooring store in *************. We have several distributors that we deal with every day. When we place an order, the next step is the delivery. If the delivery is damage, we either refuse all the delivery, or we accept the delivery and make note of the damage material, so the distributor can replace it.On July 10th I placed an order from Amazon Wood Floors. This company's policy is to pre-pay the order, otherwise, they do not deliver the material.We made the payment July 11th. On Monday July 17th at 4:20pm a truck arrived with the wood I had ordered. I went outside. The truck parked on the side of the building and, while the pallet was still inside the truck, I saw that some of the boxes were damaged. I climbed inside the truck and I took pictures. Also, I took pictures of the receipt, where the driver had made a note that 2 boxes were damage.I agreed to signed for the material, as long as the driver could make a note that 2 boxes were damaged. I proceeded to take a picture of his phone where it showed that 2 boxes were damaged.Immediately, I called the sales **** **** Takvoryan. He said it was the end of the day and that he will take care of it tomorrow (Tuesday July 18th). He called me July 18th and missed his call, so I call him back around 10:45am. Basically, he said that a claim will not go through and that maybe he could give me a $100 off. When he mentioned that, I said to him, absolutely not. We had PAID FOR THE MATERIAL, AND WE EXPECT THE MATERIAL TO BE IN EXCELLENT CONDITIONS. He didn't want to do it and ask to speak with the owner.The same day, he call the owner, and *************************** hang up on the owner twice.July 20th, the General manager *****************************, called our store. I explained the situation and he asked me to send pictures to open up a claim. I sent him an email with the pictures I had the same day.Now they say that pictures don't match, therefore they can not replace the damaged boxes.We need 3 boxes replaced.

  Business response

  09/15/2023

  It is pity that after we tried to help you file a claim with the shipping company and did all the work and now you have filled a complaint on our company, you should feel ashamed of yourself, really. Let me remind you of exactly what happened, *****. You placed the order with our order desk and obviously you would have to pay for it (not sure why you even mentioned the fact that you paid in full before we shipped as we are not a bank for your company nor any company) and we have shipped it on our end on time after receiving payment. You called **** a day after you received the material stating that you have two boxes damaged and had sent photos to his mobile number. **** advised you that even though the edge of the planks are indeed damaged but it doesn't mean that it is not useable. Another words, flooring planks are not sold as if they are a whole piece, for example; if we were in a furniture or tv business we would understand that if the product is even slightly damaged on the edge it wouldn't be acceptable for the end-user to pay full price for it but our wood flooring are made from planks and there are over a dozen pieces in each box with different lengths and if the edge is slightly damaged you can chop off the damaged piece and still use the entire plank. You started being aggressive with **** demanding a replacement and **** advised you that even if we tried to file a complain with the shipping company most likely they would tell you the exact same thing. You insisted to get a replacement and **** advised you that each box cost is roughly $200 and since you have two boxes that are slightly damaged on the edge they can be easily combined to a single box being damaged with the other box being in 100% useable condition and that is why he offered you $100 cash back so you can understand that we want to take care of you and we are not ignoring you but the trucking company indeed will refuse to accept your claim, if it is your first or second time dealing with shipping companies transporting hardwood flooring that is your problem because we have been in the business for over 20 years and have a lot of experience with trucking company's. During the conversation with **** your Boss comes along aggressively cussing and demanding two free boxes and **** has advised your Boss multiple times to stop with the cussing otherwise he will hang up the phone and not answer to anyone of you. Your Boss kept going on like a radio and that is why ***************** up. A few days later you called ***** with the exact same issue and ***** told you the same and was kind enough to ask you for photos to be emailed so he can possibly forward it to the shipping company to file a claim. You emailed ***** photos of torn boxes and he immediately responded to you saying that the boxes are there to protect the flooring, another words; we are not in the business of selling boxes, we are in the business of selling wood flooring. You went off on ***** also stating that it has been several weeks (barely 3 days since you got the wood) you are trying to file a claim for the damaged boxes and no one seems to care and no one is taking care of you. A few days later (for the first time) you emailed ***** the slip that you indicated with the shipping company that the two boxes are damaged and finally provided ***** more clear photos of the boxes damaged and instead are now wanting to get three boxes replaced. Three days past and ***** sent you an email advising the the shipping company has honored your claim and are willing to pick up the damaged boxes and once we receive the damaged boxes we will send out two new ones as a replacement but since you have signed off on just two boxes damaged we can only replace the two, not three boxes. You accepted our offer and we schedule the shipping company to come to pick it up, your employees at the warehouse refused to give the damaged boxes back stating that the floor had been installed. This was the entire story and we are just shocked on your behavior and your Boss's, not professional and would never consider doing business with y'all. 

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