Hardwoodbrokers.com

Although, throughout the buying process, their website made repeated confirmations that I was purchasing 60sf of tile, even calculating the number of boxes I needed to order to receive the correct amount. A few days later, I received an email invoice to sign that listed quantity as '60' rather than '60sf' and was indicated on the website. No clarification came in email that the website quantity was wrong, only an invoice that listed the quantity as different than what I ordered. After reviewing the invoice, I returned it unsigned, indicating I would sign it when it was corrected. I heard nothing and finally called a few days later. I spoke with Abby, a very nice lady, who informed me the tile was 'mispriced' on the site and should have been $5.18 per piece (raising the cost to $46.62/sf--a 900% increase in price). When I kept questioning, Abby told me the website was 'incapable of showing a per piece price' and that 'you should have known flooring is not packaged at 1 sf per carton'. I pushed Abby and she told me her IT department told her it was not possible to fix the website and that this issue had happened to others. I wondered why they hadn't simply priced it at a higher per square foot cost. The pricing was consistent on all tiles in the same line, so if it was an error, it had been repeated many times over. Additionally, I was told it was a known error and that it hadn't been fixed. Abby promised she would escalate the problem. Two days later, I got a call from Derek who told me how to refuse the order and that my refund would be issued. Derek was not nearly as patient as Abby, but I told Derek I did not want the order canceled, I wanted what was promised in our agreement, namely the 60sf I purchased on the site. I told him his web agreement, that I had to acknowledge, said "...we guarantee prices shown at the time an order is placed..." He refused to honor the agreement, telling me they had the right to cancel the agreement any time and, although I asked him to show me where in the agreement it states this (it doesn't, by the way---that I could find), he couldn't direct me to the paragraph. Instead, he passed the phone to the most belligerent person I have evern encountered in customer service, Mark. Mark raised his voice, told me I was wrong and told me I had no choice but to cancel the shipment. I refused and he told me they were going to exercise their right to cancel it, although I still don't know where it says that in the agreement. I pushed back, firmly but politely, indicating I had no intention of canceling my agreement and expected them to deliver. I told him my concern was, as Abby had told me, the website problem was known and yet continued. I further told him my fear they were attempting to intentionally mislead their customers, especially since their own staff had told me this happened before, yet their policies had not changed on product display. Marc said, in a loud voice, '...this converstion is now over..." and hung up on me in the middle of a sentence. I don't know if they are misleading intentionally or not, but I know two things: first, don't rely on their pricing, it is not honorable and fair. Second, if you have a problem, don't expect extraordinary steps to help, expect rudeness, confrontation and aggression. With regards to the invoice emailed to me: both Mark and Derek alluded to the fact that I had signed an invoice agreeing to 60 pieces. Of course, I hadn't because I had emailed it back requesting correction to the purchased quantity. Perhaps this is their method, changing details in invoicing in hopes it is not caught by the customer, but I don't know. If you do decide to purchase here, make sure the invoice matches what you expect EXACTLY. If you can find a product somewhere else, buy it there. You will be much happier. Note:if you read other reviews online, you will see several complaints about poor problem resolution and about Mark in specific. It's a pattern, not an isolated incident. In fact, I found 15 other reviews online, including 2 (on 7/14/10 and 1/03/06) that mention Mark very negatively and one (12/16/08) that says an unnamed manager hung up on them as well. About half of all reviews are very negative and that's a pretty high percentage. On one review site, I noted they seemed to blame the customers for their problems (note: if you Google 'floormall.com reviews' you will find these reviews easily). In more than one case, they claim the customer is lying or accuse them of unethical behavior; in others, they point to technicalities in the contracts, but are still willing to live, and argue, with dissatisfied customers as their corporate philosophy. Granted, that's their choice, but I suggest that time and money is better spent with companies who care. Update 9/25: The company shipped 60 pieces of tile (instead of the 60 sf I ordered) and it arrived this week. It arrived in a 16"x16"x10" box weighing 18.6 pounds via 3 day FedEx. The cost for shipping was $249 for 18 pounds. (Note:I had selected premium shipping, expecting a palate that contained 60 sf, but I got a box with 60 tiles in it instead. ) The company made no adjustment to the cost, even after admitting the error was theirs on the website. RIPOFF!