Surplus Floor Outlet, Dallas TX Complaint - My experience with Surplus Floors Outlet
DALLAS, TEXAS -- We chose Surplus Floors Outlet to install hardwood laminate in our living room, hall and master bedroom. The sales process went fine (doesn't it always?) and the price was competitive.
That's where all satisfaction for SFO ends. The installation process was a mess. I took the day off work to have this work done. The install team didn't show up on time and when I called I was told by [snip], the customer service representative, that there was a problem where the techs took the wrong product but they were fixing the problem and should be there within 1 1/2 hours. No problem, it happens. 90 minutes later, still no installers. Another call to the SFO office and still I'm being told that they are on their way. I wait some more. Finally, I call back and speak with the Installation Manager, [snip] who puts me on hold, comes back and tells me he has actually spoken with the techs and they are on the way to my home. Throughout the day, I’m told repeatedly by Lisa that they will work however long into the evening to get the job completed. Another 90 minutes later, still no installers. Please note that the SFO facility is about 25 minutes from my home so there are no excuses here.
I finally call my salesman who calls the install team, calls me back and also tells me the team is on the way. I explained to him that I was frustrated because I had already been told that all day by the install group. Still no show. At 5:00 PM we finally give up and are trying to think over our options on getting our down payment back. At 5:30 a group of workers show up, but state they are only here to drop off materials, not to work. Furthermore, when we tell them they can stay and get started (as [snip] promised us) they said they couldn’t because they still had another job that night. Lastly, I overheard them talking to each other about other jobs they had done that day so in my mind there was never any intention for SFO to install my floors on that day. It was all just lies and put-offs.
The team came back on Saturday and installed our floors. They are beautiful and the install crew worked hard and did a good job.
However, I will never recommend Surplus Floors to anyone and I will continue to share my experience with whoever will listen. The decent price you get on the product it not worth the absolutely horrible customer service received. Regardless of what story they told (which really was no story at all. They just kept telling me they were on their way), I truly believe they overbooked the day and never intended on installing my floors on that first day.