Buyers BEWARE!! Order #4941167, Guardian Versatile flooring 9mm x 22.5 x22.5. Product ordered on Sept 2, 2023. Initial ship date 10/23; actually ship date 10/12, received on 10/13. The ordering process went well. I had a great customer service experience. That all changed when I started to install the floor. I immediately observed the colors were not consistent. I placed a call to customer service, after several attempts I did get through to Samantha, she was very nice and felt we could get the problem resolved. She requested I get some counts on the differences and email pictures. Upon further review of product I discovered there were different thicknesses and did not interlock properly. Out of 198 tiles 54 were the color I ordered. I sent the email and the pictures, explaining I could not use the flooring, because my son, who is handicapped and the one who will be working on the floor, walks with a gait and has balance issues, the flooring would be a safety issue. Several days past with no response. I started calling. I was placed on call queues, left messages, set up 3 phone appointments with no returns. On Nov 4, I finally called the new order customer service and was able to be placed on hold for Samantha. She informed me she did receive email and it would be sent to the team for review. Once again I waited patiently. Nov 6 I received email from Samantha stating the team was reviewing pictures and would have a resolution by end of day or next. Nov 8, replied back to email asking about updates. No response. In the meantime I called Affirm where we financed the $4,000 sale. I then was informed they do not dispute sales over 60 days. Flooringinc received their money on Sept 5; 37 days before product was shipped. Nov 9, left a 1 star rating on Google. It was my first 1 star rating. Nov 10 received a response from "owner", stating she understood my concerns and team would be sending information with other options. Nov 10 received email from Jasmine Hunter, escalation Case Specialist, she told me Samantha had been out sick. I should have options by end of day. Nov 13, received email from Lydia Settles, she sent me link to look at options. There was one option, a 6 mm floor and 3 colors, none of which were dark. I asked her several questions, she had an answer for one. I asked for a sample of one of the colors. No response. Nov 14, requested refund and return. I asked for an address of where I could bring the floor. No response. I have been installing flooring for 40yrs. This was the 1st online order. I wished I had paid more attention to the bad reviews. My husband and I have our own business and I can't imagine treating a customer the way we have been treated. I feel liked I've been scammed. Hopefully this review will help others think twice before purchasing from this company. I had to go to the Dr last week for migraines and high blood pressure. I filed a complaint with BBB on Nov 21st. I received an email from them on Nov 27th stating they had not received a response and would resend. In the meantime I have all the flooring taking up space in the building. Still praying for a resolution.

Website quick ship option is fake I ordered 3 4'x20' rolls quick ship from their website. This should have been shipped, according to their website the same week it was ordered. I never received an invoice but when I went online to see when I could expect the product I saw that it was only projected to ship almost a month after the purchase date. Trying to call them is just an exercise in frustration. You cannot get them on the phone and the only way to communicate with them is by text. Bottom line is that I canceled the order and received a full credit. I ended up going to Tractor supply and buying 3' x 4' 1/2" thick mats that worked out more cost effective.

Like pulling (your own) teeth trying to… Like pulling (your own) teeth trying to find an employee there willing to assist you with *their* screw-up. I received stair risers, but not stair tread from a single order with a single tracking number. Needless to say what I received was less than 20% of what I paid for. Despite this, I learned after repeated calls to them that the missing product had been discontinued months ago. Here it is instructive to describe said calls: you're routinely informed that they're experiencing high call volume, and that the expected wait time is 5 minutes. This expected wait time never varies, and is NEVER correct. Expect more like 30 minutes of repeated attempts to bludgeon you into dealing with a machine rather than an actual human. As often as not this 30 minute waste of your time results in a machine telling you that 'we're sorry, it's not possible to speak with somebody at this time. Please try again later'. As maddening as this is, more maddening still is the de rigueur 'your call is VERY important to us' bald-faced-lie-to-your-face. On the 5th attempt I managed to get a reasonably attentive employee -- from whom I learned of the product discontinuation. I picture in my mind that individual responsible to fulfilling the order learning that there was no product to ship, and deciding to only send the risers -- and I just don't get it. Well, I do get it, but I don't like what it says about that individual or the company who would tolerate that level of laziness. You'd think an email at the least, or a phone call advising the customer would be in order, but no. As of this writing I'm FULLY expecting to have to subject myself to more wasted-time in their infernal phone holding pattern in an attempt to chase down a refund that doesn't begin to compensate for this frustration. After such colossal time waste, it naturally begs the question of why I'd expend more time & energy with a review like this. The answer: I like to think it saves the next poor schlub similar rage. I'll be heading for other review sites directly. Use this company at your own peril.

Never Again Never Again. I have ordered from this company many times in the past and had found them to be reliable. Not this time. The product is horrible. The quality is way below what I have come to expect from them, within the same price range as before, and the ‘friendly customer service associate’ was not but told me she is actually very friendly. If you have to tell me that . . . Until this order I would have highly recommended them but not any longer.

Priceless Customer Aervice Dori Rose went above & beyond in resolving my problem relating to order #4787792. Her polite & effective resolution was truly exceptional customer service. Based on my interaction with her I would not hesitate to order from you again or refer friends/ colleagues. You are fortunate to have someone like her on your staff. Her customer retention skills are priceless.