Could not return unopened boxes of flooring!
Updated Sept 9, 2020 - As per Peter's reply below I've been fully reimbursed for the 2 extra boxes. He was prompt and professional in correcting my situation. Thanks Peter.
I bought flooring from Speers Flooring to install myself. We decided that we wanted to support a local company instead of Home Depot during these crazy Covid days.
We had a great salesperson who supported us and when we were estimating the number of boxes required, he suggested we buy a couple extra to ensure we are not short. Agreed, common approach and we can always return the unopened boxes.
We finished the job and had 2 unopened boxes. I went to return them and was shocked to find out that my order was considered a "Special Order". Company policy is that you cannot return items that are part of a Special Order. This was the first time I learned that our project was considered a Special Order.
I asked the obvious - "What makes our order a special order?" The response was that they didn't have the inventory in stock. My next question - "Wouldn't that be most of your orders then?" Yeah...pretty much!
"So essentially you don't have a return policy?" You should have known this when you bought it, it was a special order. (Unfortunately NOT part of your sales discussion with the customer!!)
Shame on you Speers Flooring!
Our next home reno is starting next month and while I want to support local industry, unfortunately I must buy from Hope Depot or somewhere else that support local DIY customers.
- Approximate cost of services:
- $1,900.00
- Company Response
Hello Speers Flooring client. Thank you for reviewing our company .We want to make it right . We are so glad that the sales person that helped you was great .We are also glad that your do it yourself project went well and the flooring we sold you was a good quality resulting in a minimum amount of waste. We are truly sorry if he or she did not clearly advise you that the flooring that you choice and we ordered in for you was a special order and not returnable. As mentioned We want to make it right . If you could email me a copy of your invoice and contact information we will process a full refund for the 2 boxes asap . Again thank you very much for you business and the chance to improve the way we run it .
Sincerely
Peter Ricci
Owner Speers Flooring
peter@speersflooring.com