Floor & Decor

We went to this store to purchase 900 sqft of porcelaine tile for our Rec/​Game room. After telling the salesman what we were looking for he switched us to a vinyl strip floor called NUCORE. We purchased it based on his recomendations and installed it in our home only to find that after laying ²⁄₃ of it there were multiple scratches appearing on it. We used furniture pad movers on the pool table but it still scratched and we found scratches at all the entrance areas. We stopped what we were doing and took back all the unused floor back to the store for a refund.
After receiving the refund for the unused portion of the floor, they told us to send a copy of the receipt and pics to J Brownley in order to file a claim. We later found out that J Brownley was the store manager. We did so and after several weeks of unsuccessful attempts to reach her to verify she received our information she finally answered. She told me she needed more pics and that she was going to attempt to get some credit from the manufacturer. She stated «That she was not going to take the hit for this.» I stated that the least she could do is exchange it for tile or give us some type of discounted price to satisfy the claim since it was her people that baited and switched us on the product. We sent her more pics and after 2 weeks tried calling her again. for several more weeks our calls went unreturned and after speaking with a floor manager several times we finally got a email from J Brownley denying our claim. This is what her response was:
Dave, I apologize for the delay in response but I was trying to figure out how I might be able to get this approved. The reality is that your claim will be denied due to the evidence in the photos that the floor is not protected from the effects of moving furniture. As I discussed with you the first time, the directions clearly state that there should be furniture movers/​felt pads on all furniture to protect the floor from scratching. The pictures show the scratching of the floor leading right to the legs of the furniture, further evidencing that the problem lies in the lack of protection, not in the floor itself. I have received no other claims on this floor and have sold numerous pallets from the same batch, which also leans to there not being a problem with the floor itself. I am attaching the information from the box as well as the warranty which shows that the manufacturer does not cover scratching in the warranty.
If you would like to take this claim further, you can hire a «certified flooring inspector» at your cost to provide you with an inspection report with the inspectors opinion of what could be deficient with the floor. Once an inspection is completed and provided to Floor & Décor, a determination can be made as to whether or not compensation will be provided. If it is found to be a manufacturer defect, the cost of the inspection will be compensated as well. Please let me know if you have further questions. Thank you– Jen Brownley General Manager/​CEM
Imagine being the homeowner and attempting to do what she is requesting after you have spent all your money on a defective floor?,
I sent a email to corporate and after 1 week with out a call back I called the main corporate number and after telling the girl that answered what my problem was, she placed me on hold only to come back and say, Since your claim was denied, their is no one for you to talk to and that is final, Have a nice day. This is their customer service? Never will I send a customer to them again. Check with their competition as since this has occured we have found their competitors offer satisfaction guaranteed.