After searching for a particular style of laminate flooring for a few months, I finally found what I was looking for at Landmark. Landmark Flooring had an extensive variety of flooring to choose from and it was decently priced. Brenda assisted me in selecting the best flooring for my needs. Brenda answered my questions promptly and was in constant communication with me as I tried to select flooring. After about 3 weeks of deliberating, I decided that I would install the laminate myself (Landmark wanted $1800 for install) and placed an order for laminate and carpeting (to be installed by Landmark) on July 1st. I received a call from Brenda on July 8th stating that my flooring materials were in. Brenda suggested a delivery and install date of July 13th. I was not available on this date so set July 23rd as the carpet installation date.
On July 23rd, Chris installed the carpeting in 2 rooms. Upon completion, Chris brought in the laminate materials. As Chris was getting ready to leave, I asked Chris to confirm that all of the materials were brought in. Chris stated that the T-molds and quarter round pieces were not delivered because they were on backorder. I questioned why I was just being informed of this, seeing as I received a phone call 2 weeks prior stating that my ordered materials were available for delivery. Chris stated that someone from the company would be in contact with me soon.
After Chris left, I contacted Brenda. I expressed my concern that I was not made aware of any 'backordered items' during the phone call on July 8th and, even more concerning, if I had not taken it upon myself to question if all materials were delivered on July 23rd, I would not have known that materials were on backorder. In addition to this, I noticed that the padding/underlayment had not been delivered either. Brenda stated that she would deliver the padding to my house. She apologized and stated that she had no control over what materials the flooring suppliers have in stock. She assured me that the delivery of the backordered materials would be expedited and would be available for pick up on Tuesday July 28th. Upon hearing this, I expressed my dissatisfaction and frustration as my scheduled laminate installation date was July 25th.
On July 25th, I began laying the padding and quickly realized that the two rolls of padding Brenda dropped off was not even close to being enough padding for the area to be covered. Again, I contacted Brenda. She stated that she would have a roll waiting for me with my backordered materials on Tuesday.
On July 28th, I returned to Landmark to pick up the backordered materials. I was greeted by Rick and he proceeded to gather my materials. I asked if he could double check the materials to ensure that all materials were there. Rick stated that the quarter round was missing and proceeded to call Brenda. Based on their conversation, it appeared that there were never any materials on "backorder" but, rather, these materials were never ordered. I expressed my frustration with the lack of organization and communication, as well as the amount of time that these mistakes had cost me. Rick stated that he would refund the delivery charge, the furniture moving fee, and have Chris paint and install the quarter round in an effort to rectify this mistake.
On August 18th, Chris installed the quarter round. I asked if he had the paint I had supplied him with. He stated that he forgot it and would drop it off the next day around 6:00. The paint was not returned the next day; it was returned a week later. As I painted the nail holes on the quarter round, I noticed that many of the pieces were not tightly fitted against the wall and there were substantial gaps between pieces that had to be filled and painted. Additionally, a few of the nails were not angled into the wall properly, resulting in detached quarter round a few days after install. I borrowed tools and reattached the quarter round to the wall myself.
A few days later, Rick contacted me and stated that I should expect a refund in the form of a statement credit of $220 in September. There was no statement credit in September, nor was there one in October. I contacted Rick and he stated he had been out of the office for a few weeks and that he would look into the situation. I asked him to call me to let me know the status of my refund. I have yet to receive a phone call and have yet to receive a credit for delivery and furniture moving as indicated back in July.
At this point, I am not as concerned with the refund as I am with sharing my experience with other consumers as I, personally, rely on consumer reviews when purchasing just about anything. While I am pleased with the products I purchased and the carpet installation, I am ultimately disappointed with the customer service provided overall. If I could do it all over again, I would purchase from another flooring retailer. read more