Floor Mart

I bought wood floors and tile from Floormart for my whole lower level in my home. It was a huge purchase but I was happy with the prices and Lorraine the saleswoman was very helpful. The installers did a great job but a couple of weeks later the finish on a few boards began flaking off at the edges. I called the store and they sent someone out (I think it was the owner’s son) to look at it. He oohed and ahhed and said he’d never seen that before and they would replace them. For the next 12 MONTHS I called every few weeks asking when someone was going to come and fix my floors. Each time I was told by the person on the phone that a work order would be created but nobody every called or came. Last week I called the corporate office and complained and was cut short by the woman who said she couldn’t do anything but relay the message and someone would call me. Nobody called. This week — one year later — I called the store and asked for the manager and was told he wasn’t in. I left a message that I wanted a call back and why. I was assured the manager would call me but nobody called. The next day I called and asked for the manager again and spoke to the owner. When I told him my story he said, «I don’t know what’s taken so long I’ll look into it,» and hung up on me. I called right back and he was on the other line so I left a message that I didn’t care what took so long I just wanted my floor fixed.
Shortly thereafter, the owner called me back and I tried to explain again my concerns but he cut me off and told me I had to be patient. I told him I HAD been patient FOR A YEAR at which point he hung up on me again. I was shocked. Stunningly bad customer service. I got on their website and sent a message to them that this was unacceptable and if I didn’t get my floor fixed this week I was going to file a complaint with the BBB. An hour later the owner called me back and said someone would be at my house the next morning. The installers showed up and repaired my floor which took a couple of hours. So my floor is fixed but waiting for a year to get this done is unbelievable. Hanging up on a customer is unforgivable. I won’t go back. No price is low enough to be treated this way.
I have heard stories about the owner of Floormart and his nasty attitude. And now I know why.

As an update. We were able to contact the owner of this company. The owner came out to inspect the job and informed my mother that this in fact was not a satisfactory job. To make things right Floor Mart replaced all of the baseboards/​door frames in her house (allowing my mother to choose the style) all at no cost. They definitely made the situation right… Therefore I would bump them up to 2 stars