Genix Flooring - Best Floor Selling AgencyReviews of genixflooring.com

DO NOT BUY FROM THIS WEBSITE!!! TLDR: they “couldn’t” give me the product I paid for or refund me my money. I’ve had the WORST customer service with this company. On August 5th I made a purchase of around 80 boxes of tile (almost $9k). After making the purchase I was contacted and they said they couldn’t ship it to my residential address and would have to ship it to a local warehouse for me to pick up. Fine, my contractor can pick it up, but it would have been nice to know before purchasing. I was told it would take about 3 weeks to get there. When we were nearing the 3 weeks mark I checked in to make sure things were still on schedule. I received a reply saying that they had a “cyber security incident” and it was delaying orders. The new eta was September 3rd. On Friday September 4th I emailed asking what the status was, and was told that it was at the local warehouse and needed to be “inspected” and they would let me know when I could pick it up. The following Monday was Labor Day, so I called the company on Tuesday the 8th. I was again told that it was being inspected and they would let me know when it was ready for pick up. I was fed up at that point and I called the distribution center to get more information. I found out that the warehouse was a Daltile warehouse (the brand of tile I purchased) and that the shipment was there, but Genix had not yet paid them for the tile. Genix told the warehouse that because of the “cybersecurity incident” they were unable to transfer my $9k to the warehouse to pay for the tile. So Genix had my money and the warehouse had my tile, and i couldn’t get either of them. For the next 3 days I was constantly calling and emailing Genix trying to get them to cancel my order and refund me my money. They kept shuffling me around and saying they would cancel it but doing nothing. At one point my contractor called them and the customer service rep literally said “f** off”. Absolutely UNACCEPTABLE! Every person I talked to had an Indian accent, and when I looked up the locations listed in their website its office buildings, not warehouses. This all leads me to believe this is a dropship company based in India with these burner addresses in the USA. They also told me that they own Capital Floorings, so I think they run a bunch of these dropship flooring websites. Finally, on Friday September 11th they cancelled my order. I was then able to work out a deal with the Daltile warehouse to buy the tile from them. I had to pay new money out of pocket to get this tile I already paid for. Genix said I would have a refund in “7 to 10 business days”. I disputed the purchase with my credit card company, as I had a feeling they were not going to give me my money back. As of today, September 29th, I have not received a refund, but my credit card company has thankfully refunded me my money. This has been one of the most stressful situations I’ve ever dealt with and this company is awful. I highly doubt the cybersecurity incident was actually real. I hope this does not happen to anyone else.

Zero stars if I could, I ordered 1 box of tile, yes 1 box! They never provided shipping information, never had a delivery date, refused to deliver to my business address because they said it appeared to be a residence. I confirmed NO, it's a Gas Station. Yet offer to deliver it to the nearest wharehouse, I said fine I'll pick it up then if this was what would get me this dang tile ASAP. We'll it didn't. According to their shipping policy it was to ship within 2-3 business days. Well it obviously didn't because it took 3 FULL WEEKS to arrive to a wharehouse in another City's, after paying $200 for shipping and they still expect me to pick it up. I don't think so. Better yet, they refuse to refund me my $$, they are keeping a restocking fee, for something I never picked up, yet they are restocking AND the $200 shipping fee, AGAIN for something that was NEVER DELIVERED. Never again. DON'T BUY HERE. Their "Supervisor" argued with me for about 30 minutes telling me I had to pick up the 1 box of tile, literally obligating me, um No.

I’m disappointed in the customer service and care for customer satisfaction. When I ordered my floors, there was nothing that prompted me to state these floors were available in nearby area. I also received a message from a sales associate well after I placed my order and it was shipped. When I asked the sales associate, why didn’t they call? The response was “we did” and alluded to “something must’ve happened on your end”. I had no voicemail or number from Genix on my missed call log. I paid $150 in shipping, only to receive broken up tiles. Unfortunately, I didn’t open the box until the hired service arrived to do my floors. I contacted them and have not even receive so much as a “sorry we can’t help”. $250 wasted. I would never order from this company unless you pick it up. I personally wouldn’t work with a company that does not care about customer satisfaction.

Needed an order shipped in a timely manner to avoid costly project delays. We were assured via the website’s chatbot that the product would ship within 2-3 business days. When it did not, we escalated to customer service. Thomas Walt assured us via email that it would ship the following Monday. It took another two weeks to ship, during which time, I was calling multiple times a day, costing me valuable productivity at work. Mr. Walt refused to even give me shipping estimates once the tile did ship, which, with every passing day, it did not. At one point, we received an email (now 1.5 weeks past the stated ship date) stating that he would not ship the tile until he received email verification. Once we provided that, it took another 4 days to ship! When it finally did ship, we received a tracking number that never updated, so we had no way of keeping our contractor informed about the delays. Nor did we receive instructions for getting our shipment once it was randomly delivered to a city far outside where we are. This was a disaster from start to finish, and the advertised shipping timeframes are a joke. We incurred so many additional construction costs because of this delayed shipment, and when we requested a refund on the shipping to help defray those costs (it would have been a pittance given the debt we ultimately took on because of Genix’s incompetence and terrible communication), Mr. Walt refused. We will be reporting this business for fraud, holding onto people’s money and refusing to ship orders that they placed.