We purchased Brazilian Walnut last fall. Dan, the customer services rep was nice enough and answered my questions. I purchases select grade flooring because we wanted the nicest quality possible.........what a joke. This stuff was milled so poorly it was impossible to lay without gaps everywhere...by the time we realized how bad it was it was too late! We had already installed the majority of it and we could not afford to re do it. In all honesty, we never contacted Hurst after we realized the poor qualy of the product because at that point it seemed impossible to rectify the situation and it was, to say the least, completely devestating. We made a giant mistake buying from this company. All I want at this point is to make my concerns known so that someone else does not make the same giant mistake Buy from someone else Please!
RESPONSE FROM Hurst Hardwoods:
This customer purchased her flooring in July 2011 and did not notify us of any issues until March 2012. At this point the floor was already installed and we were not given a chance to replace the flooring. If the customer would of told us about the issues when she noticed them we would of taken care of the problem right away. Instead she installed the flooring and complained about it 8 months later. It is standard procedure to inspect flooring before you install it and if there is an issue the retailer should be notified right away to be given a chance to correct the problem. In this case the customer said nothing and just complained 8 months later. Customer satisfaction is extremely important to us and we would like to be given the chance to make all customers happy.
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