GetfloorsonlineReviews of getfloorsonline.com

Response from GetfloorsonlineAug 28, 2026

Our delivery policy is straightforward and is designed to protect both our customers and our company. At the time of delivery, customers are responsible for inspecting the shipment for visible damage and noting any issues on the delivery receipt before signing for the material. Your order consisted of 15 sheets of mosaic tile, and you are now reporting that 12 of the 15 sheets were damaged. Damage of that extent would reasonably be expected to be noticeable during the delivery inspection. In this case, the shipment was signed for as received in good condition. In addition, the photographs taken by the delivery driver show the boxes in good condition at the time of delivery. We also understand that the material was subsequently removed from the pallet and moved inside after delivery. The photographs you have now provided show a condition that is significantly different from what was documented at the time the shipment was delivered and accepted. Given this discrepancy, we cannot reasonably conclude that the damage occurred while the material was in the carrier's possession. We certainly understand your frustration with discovering damaged material. However, based on the signed delivery receipt, the driver's photographs, and the fact that the material was handled and relocated after delivery, we are unable to accept responsibility for this damage. If there is additional documentation showing that the material was damaged prior to or at the time of delivery, please provide it and we will be happy to review it.

Response from GetfloorsonlineJul 16, 2026

We have been unable to identify this customer, as no name, invoice number, or other order details were provided despite our request. Additionally, we have no record of a claim for six damaged boxes. Our damage policy is straightforward: if any products arrive damaged, customers simply note the damage on the delivery receipt, and we provide replacement material at no cost. Had the damage occurred as described, replacement boxes would have been promptly shipped in accordance with our standard policy.

Response from GetfloorsonlineMay 18, 2026

The order was placed on 4/1 and included two items exactly as shown on the customer’s invoice, nothing unnecessary was added. The cancellation request was not made until two weeks later, by which time the material had already been purchased from the manufacturer, packaged, and prepared for shipment. Because this was a special-order product, the manufacturer imposed a 25% restocking fee for the return. We passed along only that exact fee to the customer, as the material was ordered specifically to fulfill their purchase. To be clear, we did not charge the customer any shipping costs, only the manufacturer’s 25% restocking fee. Our claims and receiving inspection process is intentionally straightforward, transparent, and designed to protect our customers. We make this policy publicly available for anyone to review: https://www.getfloorsonline.com/receiving-inspecting We take customer service seriously and believe our many positive reviews reflect that commitment.

Response from GetfloorsonlineApr 7, 2026

We take delivery expectations very seriously and want to provide some clarification regarding this review. Our standard delivery timeframe is 7–10 business days after payment is received, plus a short processing period. This customer has placed three separate orders with us, and all three were delivered within our stated delivery timeframe. Order Timeline: 2/11 – 2/25: Delivered in 10 business days 3/12 – 3/26: Delivered in 10 business days 3/23 – 4/3: Delivered in 9 business days Each order was successfully delivered within the expected timeframe. Because of this, we are confused by the claim that we do not deliver orders. In fact, the customer chose to place three separate orders with us, all of which were fulfilled and delivered as promised. We always encourage customers to reach out to our team directly if there are concerns so we can address them quickly and ensure every customer has a positive experience.

Response from GetfloorsonlineFeb 13, 2026

The customer placed an order for Hawa – Engineered Wide Plank Pre-Finished A Grade Natural Vertical and received exactly the product selected. While the customer expected a light brown tone, this specific style features the natural yellow hues characteristics. We promptly confirmed that thxWdkMZ9QniUvOre correct material was delivered. Only after we explained that returns are subject to standard restocking fees did the customer, more than a month after delivery, raise concerns about alleged damage, an issue that had never been mentioned previously. As with all flooring purchases, we can only issue credit for factory-sealed cartons in accordance with policy. Although we are committed to working toward a fair solution, it is not feasible to allow the customer to retain the original product and receive a completely different brown flooring at no cost. We remain ready to assist within the guidelines that ensure fairness and consistency for all customers. https://www.getfloorsonline.com/flooring/bamboo/hawa/engineered-wide-plank-pre-finished-a-grade-natural-vertical-5.375in-x-76.8in-28.75sqft-hbf-ef1007

Response from GetfloorsonlineJan 26, 2026

This customer received and signed for the material in good condition which is why his claim was denied. We are very detailed with how to accept a delivery (see summary of email below). Had there been noticeable damage the customer would have notated it at delivery, as instructed. If the customer notated damage the claim would have been satisfied. However, we cant be held responsible for damage after delivery. In the event your freight is damaged or becomes missing in route to you, please follow the steps outlined below. These steps must be followed otherwise the carrier will deny the claim. Write down the number of boxes damaged/missing Report to us: Damage or missing product must be on delivery receipt. If any instructions above were not followed it will most likely result in denial of the claim by the carrier.

Response from GetfloorsonlineJun 18, 2025

We're sorry to hear about the confusion surrounding your order. To clarify, our process always includes confirming product details with customers before finalizing an order, as we rely on the information provided to ensure accuracy. In this case, there was a discrepancy between the item requested and what was available from the manufacturer, which we worked quickly to address. Our sales rep initially quoted the estimated lead time based on manufacturer availability. Once it became clear that there may have been a mix-up with the specific product the customer intended to order, we acted immediately—canceling the order within two business days and issuing a full refund. We’re unsure why this resulted in a negative review, as we proactively communicated with the customer, flagged a potential issue, and resolved it promptly. We’ve been proudly serving customers online for over 30 years, and our reputation reflects our commitment to transparency and customer satisfaction. We always do our best to ensure every customer gets exactly what they need.

Response from GetfloorsonlineApr 9, 2025

Mr. Ross, It appears there may have been some confusion regarding your recent transactions. You placed orders through two separate websites, yet held Get Floors Online accountable for the second. To clarify, we provided proof of your authorization — including a recorded confirmation, matching IP address, and the credit card details you personally entered. There’s simply no way we could have obtained your payment information without your direct input. We did not place duplicate orders on your behalf — those actions originated from your end. Still, we stepped in to help facilitate a return, despite it being a special-order item from the manufacturer. As such, restocking fees applied — charges that were passed along at cost, with no markup from us whatsoever. We understand the situation was frustrating, and we genuinely regret that our offer of store credit didn’t meet your expectations. However, it’s important to recognize that the complications arose from orders placed with two different retailers — something beyond our control. We hope this clears up any misunderstanding.