We purchased our home the first week of September; the previous owners had their floors and baseboards done through Rite Loom. When we removed a custom corner (floor-to-ceiling) unit in the house, we discovered that, to our surprise, there was no floor nor baseboard behind the unit. I immediately contacted Rite Loom per the suggestion of the previous home owners and was delighted when an employee by the name of Jackie told me that she could order replacement baseboards and flooring consistent with what is currently in the house.
Because we had one box of flooring in the garage (and, initially, we thought that might be enough to cover the area we needed), I measured the baseboard lengths needed and ordered over the phone the next day with Jackie. We were arranging to pay a family friend to do the installation labor, as Jackie quoted me their "minimum charge" of $500 to install 3 baseboards (which I was unwilling to pay, as the materials were only $100 of that). Because of the length of the baseboards, Jackie told me that another employee would deliver them to my house--for a $50 fee (I didn't think that that was unreasonable). I figured for a grand total of about $150, I was doing pretty well. I was a bit frustrated with her, though, because at the time, she was unable to give me a timeline of when I should expect that the baseboards would be delivered; instead, she said that she'd give me a call "soon."
After five business days, I still hadn't received a call, so I contacted her (it was a Friday). After leaving her a voicemail (letting her know that it was important I got the materials by Monday, as I had someone coming out to install on Tuesday), she returned my call the following Monday from her personal cell phone (which I thought was odd, but I ignored it), letting me know that a guy by the name of Anthony would be delivering the baseboards to my house after 3pm that day. This worked out perfectly, as I had arranged for installation the next day.
When my "delivery" did not come by 8 pm on Monday, I was concerned; I left a message on Jackie's cell phone that night--and again the next morning. As you may have guessed, I had to cancel the installation I had arranged (frustrating for both parties, as you can imagine). I called Jackie again at the office Tuesday, and I was told that she "wasn't in today." I opted to try her cell again. At nearly 3 pm that day (yes, I still have the voicemails), I missed a call from her while at work, and her message explained that she "had been trying to reach Anthony but he hasn't called [her] back" and that if Anthony "doesn't show up [that day], [she could] get someone to run it over to [me]" the next morning. At one point in her voicemail, she mentioned she wasn't "sure what was going on."
The baseboards were eventually delivered late Wednesday (two days after I was originally told they would arrive). I'm not sure if Anthony--or someone else--ended up delivering them.
Later, we figured out that we needed one additional box of flooring, which Jackie facilitated in a much less painful fashion. However, when the floor came and had a completely different locking mechanism than the original floor, I attempted to call her at the office and was told she "didn't work for the company anymore." What happened after that was a complete mess, which resulted in us paying one of Rite Loom's employees directly to "make the floor work" (for an additional $300) the best he could, as the manufacturer of the flooring had changed its locking mechanism sometime in the past 3 years (and Rite Loom failed to inquire about this before taking our money to purchase the additional box).
In all, it was a customer service nightmare from the beginning. As someone who has worked in healthcare (and, in turn, customer service) for many years, I am incredibly disappointed with Rite Loom and will not be returning (or referring to others) in the future. read more