The Wooden Floor Specialists Ltd レビュー 

The Wooden Floor Specialists Ltd からの回答

2020年9月9日

Dear Mr Owen

Thank you for your review here on Trustpilot which we were fully expecting given that you had made it very clear that you would post an unfavorable review unless we gave you 40% compensation for the floor. In reply, we refer you back to the last email we sent you on 16th August 2020 which is included below.


    Dear Mr Owens

    Thank you for your email of 12 August 2020 letting us know your feelings towards our after sales service.

    I am sorry that you were expecting to hear from us,I was not aware that this was the case as the last time we spoke, we had left it with you to let us know of how you wanted to proceed.

    With regard to your email, I would like to address the points that you have raised.

    I completely accept that the floor which was delivered to you was not the colour which you had ordered, this has never been in dispute. We did try to resolve the issue by taking back the floor, offering you a complete refund, the opportunity to re order the floor or a different lighter floor.You chose to keep the floor and as a gesture of good will we offered you £50 and a maintenance kit. At no point during our conversation on the 10th July did you mention compensation or any discount if you decided to keep the floor.  


    Point 1 -  

    Your wood was ordered on the 8th of June and arrived with us on Friday 26th June.We did not call you to inform you that it was in our showroom as you had already informed us that you were not able to receive the wood as you needed the painting work at your home completed before taking delivery.The floor was therefore scheduled for delivery to you on the 15th July.  

    You subsequently called us on the 7th July and let us know that your works were running ahead of schedule and were therefore ready for the wood.We arranged delivery for Friday 10th July.We do not accept that we needed to inform you that the wood was in the showroom as you had already informed us that you were not ready to receive the wood due to the painting that needed to be completed.  

    Point 2 —  

    We do not have a policy of inspecting sealed wood packs as they arrive form the manufacturer packaged and labeled.We check the product codes, number of packs and colour against the orders placed.We completely accept that on this occasion the colour of the wood, given that it is a natural product, did not match the sample in our showroom.Again, this was never disputed by us.

    Point 3 and 4 -  

    As the wood from the packs was not the correct colour, the hand finished trims were not either.These were sent back and re-orded on Friday 10th July as soon as you told us that you wanted to keep the wood. The trims were re delivered as a quick turn around on Wednesday 15th July. This is clearly not 2 weeks after but only 3 working days after they were re-ordered late on the afternoon of the 10th July.  

    Point 5 -  

    You were called on Thursday 16th July to let you know that the trims had arrived as they needed to be checked to ensure they were the correct colour.We were told by you that you would pick them up on Saturday 18th July.You did not pick them up on the day you told us but on Thursday 23rd July.  

    We were proactive in letting you know the situation with the trims. The trims arrived in our showroom 3 days after they were ordered and not “in excess of 2 weeks” as stated in your email.  

    They were ready and waiting in the showroomto be picked up on the 16th July.  

    Point 6 -  

    We as a company have tried our utmost to resolve your problem. At no time have we been unsympathetic to your situation and to your frustration. As soon as you told us that the wood was the wrong colour, we offered to give you a complete refund, asked if you wanted to re-order the floor and gave you other options of floors.We took full responsibility for the colour being wrong hence the offer of a complete refund.It was your decision to keep the floor and have the floor laid.  

 I am are extremely disappointed that you feel that my staff and myself have been rude.My showroom staff have been incredibly upset by your accusation as they have been nothing but polite, professional and incredibly helpful in trying to resolve your problem.Likewise,I have at no point been rude and have tried in many different ways, as documented above to resolve the issue.  

    On the basis of all of the above,offering you a complete refund on the day the floor was delivered, 10th July 2020 and other floor options, I cannot now offer you any compensation on a floor that was delivered and laid, more than 4 weeks ago, especially given that you agreed to keep the floor knowing that it was not the colour that you had chosen or wanted.  

    I am really at a loss to know what more we could have done to resolve your flooring issue other than to refund you the purchase price, reorder the floor and offer you an alternative product whilst all the time accepting that the floor was the wrong colour, recognising your frustration and trying to work quickly so as not to lose time.  


    On this basis my offer of a £50 good will gesture and a maintenance kit still stands.


    Kind regards


Update...........................................................


Dear mr Owens

We are truly sorry that you feel that you have not received the customer service which you expected. From the onset we have taken full responsibility for the floor being the wrong colour. As a company we have been truthful and transparent with deliveries and time scales and tried our utmost to resolve the issue. If you wish to discuss this matter further, please call the office and make an appointment to come in and see us.