Reviews

Review Details

• Review fromJennifer R

  Date: 02/05/2024

  DISSATISFIED WITH PRODUCT AND CUSTOMER SERVICE!The clips BREAK while disassembling! They do not stand behind their product! Be aware!! They do not pay for return shipping and threaten to charge you for the original shipping when doing a return! Garage Flooring has forced me to keep their product that is FAULTY and BREAKS... ** the shipping costs as much as the product! They state they stand behind their product ... they do not stand behind thier product! They sent a video for me, my builder (who was doing the install) to watch stating I did not do correctly... My builder did exactly as the video shows and the clips still BROKE! The video is a video of the more expensive tile not the one I purchased so the video is not relative. The less expensive tile does not hold up.Amazon has free shipping! Such a MISERABLE experience!
  

  Garage Flooring LLC of Colorado

  Date: 02/06/2024

  We always appreciate customer reviews. Unfortunately, in this case, a customer is trying to manipulate us by posting as many reviews as possible. She has also let us know that she will have her builder and her builder's employees all file reviews as well [presumably to deflate our 5-star ranking]. So, while we usually reply directly to the customer, here we are talking directly to the person reading the review. I've personally reached out to the customer multiple times. This customer was aware of the samples and the return policy before ordering.So let's start with the truth. This is a quality, American-made garage floor tile that is sold well below market in an effort to compete with the cheap Chinese products on the market. ***************************************************************************************** . I also sent the customer my personal cell right after she ordered so she could call me if she had installation questions. I do that with every order.The truth is there is no reason for this product to be disassembled unless it was improperly assembled to begin with. Unlike our HDXT tile it is not preassembled. But we are all human, we all make mistakes, so we have a video on the proper way to disassemble the product. The customer claims to have damaged some tiles (we have yet to receive any pictures). Although the customer spoke to me personally in an incredibly rude and disrespectful way from the moment the phone was answered, I politely offered to give her full credit on her damaged tiles and the remaining boxes that were not damaged.After the phone call was terminated, I sent the customer a link to the installation instructions and to the page that showed how to properly disassemble the product. The customer claimed the video shows a different product (it does, one video applies to several products) so I walked into the warehouse, grabbed some samples took a second video, and sent it.Later that evening the customer was enraged. She apparently went to *** to return the labels on our account and they would not let her. She contacted me with a few 'pleasantries' and demanded return labels. I politely explained that our return policy, which is linked to on every page, and to which she agreed twice, very clearly states we don't cover return shipping. I let her know we would not deduct the original shipping charge but that we could not cover the return shipping.Since that time the customer has submitted multiple negative reviews. This, coupled with the fact that she claims to have enrolled her builder and their employees to file negative reviews, has left me in a situation where I literally have to forward the recorded calls and emails to our attorney.While Garage Flooring LLC of Colorado is an online company, we are physically located in ***************** (next to ****** for those of you who MTB). We are a small business run by myself and my wife -- when she is not teaching. My other full-time employee is my step son and we have a semi-retired person working for us. We contribute to our local community, our schools, and other programs. In short, we are a small business. We are not Ama*** it Wal*art. While we gladly cover all costs associated with a mistake we make, we can't cover shipping costs for buyer remorse, and we are not going to be manipulated into doing so.Finally, we are very reasonable with our customers. Just the other day a customer called after he realized he ordered the wrong tile. We reviewed the situation with the customer and exchanged the tile for the one he wanted. All he paid was the difference in price. While that is not our policy, the customer was reasonable gave us a chance to help We offer free samples to every customer so they see the tiles, lock them together, and ensure they like them before ordering. Shipping tile orders cost us hundreds of dollars.If you have questions about our company or our policies, you are welcome to reach out to me directly.************************* Managing Member Garage Flooring LLC of Colorado **************