OnFlooringReviews of onflooring.com

Response from OnFlooringSep 19, 2025

Hi Dustin, Thank you for taking the time to share your feedback. We're sorry to hear you're experiencing difficulties with the ribbing system. This attachment method has worked reliably over many years, so we'd love to help you get the best results from your purchase. The installation does require precise alignment to work properly, and we find that a quick walkthrough can make all the difference. We'd be happy to guide you through the process over the phone or email - sometimes a small adjustment in technique resolves the issue completely. You might also find this helpful installation video from the manufacturer (Versatrim) useful: [https://www.youtube.com/watch?v=EeUla1G9ygk]. Please don't hesitate to reach out to us directly so we can ensure you get the performance you're looking for from your slim cap and slim trim. We're here to help make this right for you. Best regards Marc

Response from OnFlooringJan 5, 2024

Since this matter of damage to your flooring has already been decided by the credit card arbitrator, who agreed with our position, we restate what we told them: “The consumer's notification of some partially damaged planks was not timely! The flooring was delivered on 8/7/2023 and the consumer's email regarding some partially damaged planks is dated 9/21/2023 The flooring was in the possession of either the contractor or the consumer for 45 days prior to the notification of damage to OnFlooring and was transported to the installation jobsite by either consumer or her agents. The partial damage likely occurred to the product while in the possession of the consumer, her contractor or their agents. Furthermore, on this page which is part of the onflooring terms of sale: https://onflooring.com/shipping , it states: ...If damage occurs during shipping and is not documented on the delivery receipt, OnFlooring cannot assist with processing any claims on your behalf.” Some additional points of clarification. We called your installer Carl shortly after you provided his phone number. We left him a message. He called back around 3 weeks laters, stating he rarely checks his telephone messages and was not aware of our call until his wife found the message. Regarding the credit card complaint, we responded within 24-48 hours. It is your bank that requires 2 months to process a dispute. It is a mischaracterization for you to state that we did not get back to you. We promptly responded to your emails and calls. Lastly, inhaus has been disabled on our website because of a lack of adequate wholesale distribution on the West Coast, not for any reasons of damage or quality. In conclusion, you, your agents or your contractors were the last ones to have transported the pallet of flooring weighing 1700 lbs.

Response from OnFlooringApr 24, 2023

Hi Matt, You purchased "Reducer 94-INCH Quick Step Brazilian Cherry SFU025" which is a Brazilian Cherry colored item made for the laminate flooring by Quick-Step called "SFU025 Brazilian Cherry". This is not hardwood molding and it is described exactly as quoted above on our website. If you intended something else, you may contact us here: https://onflooring.com/contact

Response from OnFlooringDec 9, 2022

This was an online order, not by phone. The item description states: “You will likely need the Versatrack (sold separately) for the best installation.” The decision whether or not to use installation hardware is dictated by the job-site, installer’s technique and the type of flooring. The “Installation and Diagrams” PDF linked on the item page is a 5 page document which outlines all the options for the hardware in a comprehensive manner.

Response from OnFlooringAug 19, 2022

Chris, what you wrote does not coincide with happened with you order. The entire email thread is below: Mon, Jul 25, 2022 at 2:33 PM To:onflooring.com Chris Myers sent a message using the contact form at https://onflooring.com/contact. We ordered a Installation repair tool from you guys about a week ago and it arrived at my store today. The driver had multiple packages and dropped them off at my service counter, Once I looked at the box I received from you guys today it was empty. It did not have anything in the box, the box had a lot of clear packing tape on it. One end was open and there was nothing inside the box. How do we get a new/replacement order started? I also have pictures if you need them. I just received the package about 4 minutes ago. OnFlooringCustService Mon, Jul 25, 2022 at 3:46 PM To: chris Hi Chris Please reply with the images of the box, the open end, and the shipping label on it. I'll take care of it. --Marc chris myers Tue, Jul 26, 2022 at 9:26 AM To: OnFlooringCustService these are the pictures I have for the shipment that came in yesterday VIA UPS chris myers Fri, Jul 29, 2022 at 2:31 PM To: OnFlooringCustService So we just received the replacement order for the original order that came with an empty box. The new shipment came in the same exact way as the first one. How do we get this resolved? These are pictures of what I received 8 Minutes ago. Chris M OnFlooringCustService Sun, Jul 31, 2022 at 4:15 PM To: chris myers Hi Chris, I'm dumbfounded as to how this can occur. The first time I thought it could be a random freak occurrence. But for it to happen twice, I must conclude that there is some sort of issue with either your UPS driver or the UPS facility in your area. The fact that the driver actually delivers an empty box is concerning. I'm refunding your purchase. Maybe you can try another vendor or if you have an account with Mohawk, get it from them directly. --Marc chris myers Mon, Aug 1, 2022 at 9:06 AM To: OnFlooringCustService I appreciate the service and attempts at delivering the order. I will try another avenue to see if that will work out. Thank you,

Response from OnFlooringJun 7, 2022

Unless there is a defect or some other sort of issue, custom made-to-order transition strips do not qualify for returns - the policy is clearly stated: https://onflooring.com/returns

Response from OnFlooringApr 7, 2022

You purchased 6 × Quarter Round for the flooring “Shaw Paramount Amber Oak 509SA 00820” on 2/24/22, the items shipped on 2/25/22 via FEDEX and you received them on 3/3/22. Perhaps this is intended for your flooring vendor? We do not sell this flooring, only the transition strips.

Response from OnFlooringJan 13, 2022

Hi Jeremy, We apologize for the lengthy backorder on your 1 transition strip. We did email you on 12/21 to inform you of a further delay with your order until about January 14. Like most of the building materials industry, the transition molding factory is experiencing long production delays due to supply chain disruptions, Covid related labor shortages and an unexpected plant shutdown from 12/23 - 1/4 . The factory is working feverishly to work down the backlog of orders but it is taking longer than anticipated. Your order has already been flagged and we requested that it go into a priority queue given its age. However, it does not look like it will ship by January 14. We can cancel your order if you wish. Please contact us here to do so: https://onflooring.com/contact.