Hardwood Floors from Floors Today

FLOORS TODAY

Marietta, GA / Corporate Office: Miami, FL

7/30/06

Purchased 31 boxes of Woodform Pre-Engineered hardwood flooring from Floors

Today in Marietta, GA. Paid $3.64 per square foot, and also had a 20% off

coupon. Total order came to $1,673.26. Purchased with Mastercard. Floors

Today said they would call us when floors came in. We could come pick up

floor, or they would keep it in their store until we were ready to install

the floor. (My father installing the floor).

8/2/06

Husband washed receipt in the wash, it was in his shorts pocket. We didn't

worry then, we were sure when we went to pick up the floor all we had to do

was just give them our name.

8/15/06

Floors Today still has not called us to say the floor is in. Bob, my

husband, called Floors today in Marietta, but the number was no longer in

service. He went to the website, www.floorstoday.com

<http://www.floorstoday.com>, and found a number under "Contact Us,"

1-866-432-FLOORS. It was a call center. Bob told them that the phone

number of the Marietta store was disconnected, and they took his name and

number and said someone from corporate would call him back.

8/15/06

I called the Floors Today store in Jacksonville, FL and spoke to Ray. He

said the Floors Today store in Marietta went out of business! I told him I

ordered 31 boxes of floors from that store, and asked him how I can get my

merchandise. He said he would contact the Regional Manager for me and call

me back the next day. I decided to go ahead and call the 1-866-432-FLOORS

number myself. I told them that the Marietta store went out of business,

and I needed to get my merchandise. Again, they took my information and

said someone from corporate would call me back.

8/16/06

No call from Ray in the Jacksonville store. No calls back from corporate.

8/17/06

Called the Jacksonville store again. Ray was not there, the other associate

at the store told me to call back after 1:00 on Friday. If Ray actually did

contact the Regional Manager, I still have not heard from him. Still, no

calls back from corporate.

8/18/06

I decided I needed to try and call the corporate office myself. I tried to

find the number on the website, it's not there. I tried yellow pages, and I

Googled. Nothing. So, I called the Miami Floors Today store, because I

knew the corporate office was in Miami. The gentlemen I spoke with there

gave me the number to the corporate office, thank goodness. (305) 381-9979.

Called the corporate office that morning, spoke with Mr. Orestez Perez, ext.

209. He said he would contact the regional manager for me, and he would

call me and keep me updated on his "progress." He said it should be no

problem that we do not have the receipt, they would just look it up in the

system. He said I should hear from someone that afternoon. I never heard

anything.

8/19/06, 8/20/06

The weekend, didn't hear anything. By the way, Ray in the Jacksonville

store never got back with me, and corporate still never called from the 2

messages we left with the call center.

8/21/06

1:00 p.m., still have not heard from Mr. Perez, or a regional manager. I

called Mr. Perez. He said, "Oh, yes, I think I remember you, let me look at

my e-mails because I think I e-mailed the Regional Manager." He put me on

hold. He came back, and asked if he could call me back in 5 minutes. He

did call me back in 5 minutes, to say he contacted the Regional Manager,

Paul, who was on the road and he said that Paul would call me around 3:00

p.m. or 4:00 p.m. At 5:40 p.m., I had not heard from Paul yet. I called

Mr. Perez back at the corporate office, and left him a voice mail stating

that Paul had not contacted me, and I really want this issue to be resolved

soon.

8/22/06

12:40 p.m. Called Mr. Perez again. Told him that the Regional Manager has

not called me yet. He seemed surprised. He told me he would call the

Regional Manager and then call me back to let me know when the Regional

Manager would call me.

2:30 p.m. Mr. Perez called me to say that he got in touch with Paul, the

Regional Manager, and he said, "Paul is working hard to find my transaction,

as you can imagine, there are many pending transactions in our database."

(He has to find the transaction because I don't have the receipt). Mr.

Perez assured me, emphatically, that Paul would call me back before 10:00

a.m. the next morning (Wednesday August 23rd).

8/23/06

10:30 a.m. No call yet from Paul, the Regional Manager. Called Mr. Perez

again. Told him that the Regional Manager has not called me yet. He seemed

surprised, again, and a bit frustrated. He told me he would call "this guy"

(the Regional Manager) and then call me back. I asked Mr. Perez if he was

going to call me right back, and he said yes.

1:30 p.m. No call yet. I tried to call Mr. Perez, but he was not in his

office. I chose not to leave a voice mail.

3:30 p.m. Mr. Perez called back. He said he still can't get in touch with

Paul. He said someone would call me back by tomorrow afternoon. I told him

that was not acceptable, it keeps being tomorrow, then tomorrow, and I want

a guarantee that I will have my floors by Labor Day weekend. Mr. Perez said

he would try and expedite this for me. He, himself said he would try and

look up my transaction in the computer. I gave him the amount, date of

purchase, location of purchase, and brand name of the floor. I told him my

father would like to pick up the floors from the Sand Lake store in Orlando,

Florida. Mr. Perez said he would get on the case, and call me back within 3

hours.

7:00 p.m. No phone call from Mr. Perez.

8/24/06

10:10 a.m. No phone call yet, so I called Mr. Perez. He stated that he

e-mailed Paul, the Regional Manager, and they are "trying to locate the

merchandise" to get it delivered to the Sand Lake store in Orlando. Mr.

Perez assured me I would hear something back by 12:00 noon today.

3:00 p.m. No phone call yet. I called Mr. Perez again. I said, "It's 3:00

and I haven't heard from you, what's going on?" He said he apologizes, he

got caught up with other things. He said he would go talk to his supervisor

and call me back in 10 minutes. I said ok, I will wait to hear from you in

10 minutes!

3:20 p.m. Mr. Perez called me back, and gave me Paul's cell phone number.

He told me to contact home to find out about my merchandise. I said, "I

thought you and your supervisor were going to handle this now?" He said

that Paul is the best person to give me an "ETA" of my merchandise to the

Sand Lake store. I told Mr. Perez how frustrated I was. I told him I did

not want to escalate this situation to the next level (attorney, BBB) but if

I had not received an answer within the next 24 hours I would take further

action. He said he's done all he can.

3:25 p.m. I called Paul's cell phone and left a message. I told him I

wanted to know when my merchandise would arrive at the Sand Lake store. I

told him to give me a call back this evening, I gave him my cell and home

numbers.

7:00 p.m. I called Capital One to put in a dispute to get my money back.

They said I would be receiving paperwork in the mail within two weeks.

8/25/06

10:30 a.m. No call from Paul. I discussed this situation with my husband,

and since it is causing us so much stress, we have decided to ask for our

money back. I called Mr. Perez to ask him how I would go about getting my

money back. He said he would "ask around the departments" and call me back

in 5 minutes to let me know what to do.

1:30 p.m. No call yet from Mr. Perez (or Paul). I called Mr. Perez, and got

no answer. I spoke to the receptionist and asked her to please transfer me

to someone who could refund my money for merchandise not received. I was

transferred to . I explained to her my situation, and she placed me on hold

for a few minutes. When she returned, she told me the only thing I can do

is dispute the charge with my credit card company. She said if she tried to

refund my money on her end, she would "get the run-around" also and it would

take longer than going through the credit card company. I asked to speak

with her supervisor. She said there was no one else I could speak with. I

asked for the president of the company. She said it was "pretty much Paul"

(the Regional Manager I have been trying to get a hold of). I told her I

was completely shocked that a company could not refund a purchase. She

actually felt bad for me, she said she really wishes there was something she

could do, but this was the decision made by "Paul and Orestez Perez."

I have decided not to contact Floors Today anymore, and continue working

with Capital One to get my money back. I plan on reporting Floors Today to

the Better Business Bureau and any other organization I can find that takes

complaints!

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