Floor Systems

We had good luck with Floor Systems over the years, but not this time. It took a long time to get an actual quote from F.S. … I had to chase them down for it. The «in-​stock» carpet we ordered turned out not to be, and was on a truck from Georgia. These delays mattered because I had other contractors waiting on the carpet install. The installer knocked our brand new sliding door off its track and just left it that way … door ajar, unable to be closed or locked. So I had to fix that. I spoke with Floor Systems and they denied that it could have been their installer, suggesting perhaps a burglar did it («there have been a lot of break ins»). Seriously! The install sucked, with wrinkles in the carpet. I’m going to have them come back and fix it, and then I’m done with Floor Systems. Too bad … they used to be good.

Floor Systems did not deliver on quality, delivery or customer service. They offer excuses instead of solutions and delayed my bathroom project by over 3 weeks causing me to have to delay the whole project. I would highly recommend going to Portland where Paul G. White or Cappoza tile carry the same tile companies. Here is the escalating bad service I received. I had seen a tile I liked and decided to call Floor Systems to get their price. I told E. That I was in a hurry and wanted to know if she could give me an estimate and confirm it was in-​stock. It was not a huge order but I new it would be about $ 1,500. 24 hours go by — I finally call back and was told Oh, I still have your order written on a bunch of scraps of paper. I said again I was on a timeline. Another 24 hours go by and I decide to go to the store. Nothing had been touched and there where just notes on post its. I worked with D. To ensure in stocks and she promised to get me a quote. She did and I placed my order. I asked when I placed my order for an emailed receipt, was told yes — it was not sent. Order came in 1 week later, I picked up Friday of a long weekend. Upon inspection we saw that the wrong deco pieces were ordered and the tile was not the same color variation as the sample. I had to send the contractor home with pay because could not do tile with out deco pieces. Tuesday I called and explained the problem. They did offer to take the tile back after I told them how disappointed I was — even sent pictures of the difference between the tile delivered and the sample but, I said I had to live with it because I was on a time line. Here is were this company really shows how bad they are. They refuse to admit there is a difference — saying that is what happens with handmade tile. IT IS NOT HANDMADE TILE. I ask again for a copy of the bill, I am told yes… still do not get it. It takes another 24 hours to get the right deco tiles ordered. I ask again for the bill and see that I am charged twice once for the wrong tile and once for the correct. I call and am told — you have to pay for the deco, you’ll get a refund when you return the other tile! Talk about adding insult to injury. I’m told it will be overnighted — it arrives 1 week after he initial order. I have also now told three employees this delay cost me $ 350 due to paying workers. I am told the owner will contact me… never does. Get the deco tiles home there are 5 for the center and one is chipped. I wanted to cry. I call back and they said they will overnight another tile. I repeat I have lost $ 350 in wages and now am looking at 3 trips to their store at an hour round trip each. I feel either they or the vendor should do something about this. They will talk to the vendor. Tuesday — 3 business days later and nothing — I call and the tile came in but it didn’t look like the others so they ordered another. No communication to me about delay — I have now told the contracted the tile will be here and it’s not. I ask if they contacted the vendor FINE and was told — well we sent an email. OMG Friday I get a call the tile is in 3 weeks after the initial order. Of course it doesn’t matter now because the contractor had another job. Of course both tiles that came in were different from all four of the other decos… it looks like the display and what the rest of the tile was supposed to look like. I get a shoulder shrug and E. Says, «That’s the nature of the beast when you buy handmade tile.» IT’S NOT HANDMADE TILE. The worst part is their absolute refusal to own what they have cost me. Today E. denied that they ordered the wrong piece, it was the vendor (even though the bill they FINALLY sent had the other tile listed). They just don’t care. They don’t care they promised me tile in 1 week and it took 3. They don’t care that they cost me money and now massively delayed my job. They don’t care that as the sales point they own my customer experience and they failed miserably.
Bottom line is they ordered the wrong deco piece and would not admit it — and never sent the invoice as promised so it was not caught. Everything else was just additional aggravation. Never once was I contacted by an owner or manager throughout this entire process — and I asked to be. I can’t imagine that the bad word of mouth was worth it. Every vendor and contractor we have used was based on recommendations or reviews. A simple gesture to make this right would have been so easy. Is it really worth a contractor saying — Wow, I’ll never recommend floor systems again? I just don’t understand why no one reached out to me — I would never want a customer to feel the way I felt. Finally, 3 days ago the contractor opened the bullnose tiles — and they were unusable, every tile’s edge was unglazed, at a cost of $ 178.00 for 18 tiles. I won’t even bother asking for help.