After reading these complaints and soon to be in
the market for flooring, which I had always planned
to purchase from BeaverFloor (to save $ and get high
quality as they promote) I emailed their customer
service yesterday and this is their response (I would
like to hear everbodies thoughts on this):
Let me first say I appreciate the opportunity to respond.
Secondly let me say for the record, no one, ever, not a
single customer has not received a refund from Beaver or
their product. Period. Are the complaints valid, have we
been late with refunds, absolutely. To the point of being
unfair, absolutely. Why? I can think of at least 50 reasons
where money has been spent, in the millions of dollars,
some of it foolishly, some of it very, very smart.
Foolishly. Litigation. On keeping up web servers because
at one time we did not understand that unsolicited commericial
e mail was not a decent way to conduct business. We earned
a reputation as spammes that was earned honestly. We made a
mistake. We no longer spam. But black lists are a horrible
way to deal with spam, and we fought for our right to
Plant expansions and moves. The Trinity manufacturing plant
was moved twice from zoning problems or land lord disputes.
Hundreds of thousands of dollars to move plants.
Bottom line. We were running 47 days on refunds back in
1999, 2000 and 2001. We had an 8% return, refund, or
cancellation rate, which for a compnay that used to
allow consumers to inspect a skid of hardwood flooring
and if they did not like it return it for any reason
whatsoever, and we paid the freight, was fantastic.
47 days was not good enough for the AG in NY, Mr. Spitzer,
and we were investigated. We moved our refund policy up
to 30 days, amicably, paid a $3000 investigation fee,
and the next thing we knew were blasted on the search
engines for the AG "collecting 90k for consumers".
In our opinion I thought that was spun, and the damage
was huge. We have since then set up an escrow account
with $150,000 in Western New York to take care of refunds,
and actually at this time I have sold my equity in the
business and part of that money is going irrevocably into
a fund to refund all consumers in full from the new
investor group. That will take care of all consumers.
So the answer is no, no one has been or is being ripped off.
Now how is your money safe?
For those who are concerned, we will prepare your skid for a $100
deposit. When it is time to ship you may pay the balance with a Visa, or
check. Ed. This business model works. It just got out of whack for a
while, and we are putting it back in whack.
I cannot thank you enough for allowing me the opportunity to respond. We
are at this moment a far better company than we ever were. Only one
thing has not changed. We make the best darn flooring for so much less
money than our competition. And now, because we got knocked off our high
horse, are humble and our service is ten times better than it has ever
As such you have the best flooring vendor anywhere ready to serve you.
Please lets talk on the phone at your convenience and get you a floor
ready to ship. :))