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| - I know most of the reviews are about the ads (nauseam) but we actually had experience with their in-home estimate that we wanted to share. We wanted to match our tile in the living area and replace carpet which is part of the flowy floor plan. We made an appointment, expecting to get a quote.
Yes they wanted to have "all parties" present before they would even show. Big pain, since both DH and I had to rush back from work to meet the "design consultant". But I can see why it is important, since they bring all the samples to you they wouldn't want one spouse vetoing the other after decision-making or having to do iterate this process many times. The design consultant was very nice, no doubt.
Based on our description on phone while making the appointment, he had brought 5-6 tiles which were close but none was a good match. He said since the tile we already had was 8 years old, matching them was not possible as most likely the manufacturer had stopped producing those. No more options, no checking to see if they could match better. Design Consultant in name only, no design options offered.
So we picked what we thought was close enough to the existing tile, thinking we'd have some time to think about our options, but the consultant wanted our decision immediately. Yes, about relaying our tile, in 15 min. He just went on and on. We doubtfully okayed a negotiated, yet inflated price despite two "coupons" - Express Flooring bombards TV viewers with their ads, clearly they must be the biggest showroom for tile and if they cannot match the tile, who can?
Next day, since we had already made an appointment with another company, we had him come over anyway. This person didn't bring any samples, which mistakenly led us to think maybe the Express Flooring people were more professional. The guy, who also seemed doubtful about matching the tile, gave us some design options like tile rugs and wood-look tiles that would set out the room in case we couldn't match the tile yet wanted hard flooring. And his quote was several hundreds less than Express's. That same day we canceled the Express Flooring order. The consultant called back to tell us that his manager had approved a further $200 reduction on top of our "discounted price"... we said it was not an issue of cost but of the right tile, which of course came at a better price elsewhere. I should also point out that this person tracked down the manufacturer of the discontinued tile through a supplier and able to buy us a small lot shipped in from California at no extra charge. THAT now is tile design consultation!
Then began a long cat and mouse game for refund of the money ($1700). While our cards were charged in less than 24 hrs, they said refund processing would take 20 days (yeah, right!) But 25 days later, they hadn't even sent us the order cancellation details by email or mail. Of course, no money in sight. We had to call our credit card company and dispute the charge. It's always funny when a financial institution seems friendlier in a situation than the merchant.
Suggest you try an ethical flooring company that has local roots. They go out of the way to get your business and it can be win-win for everyone. Hard flooring is a big commitment in terms of time and money - we don't want to be pressured into 15 min decisions.
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