1 reviews | Active since Apr 2018
Terrible customer service and product
Absolutely, without a doubt, the worst customer service I have ever recieved was from Flooring Guru. We first recieved a quote from them in July 2017. It took them over 8 months and 3 tries in order to get our small area of stoep laid correctly. Their communication throughout this time was shocking. Too many times to count I was told that they would phone me back to let me know what was happening with the floor and weeks would go by with no communication. Not only that...they did a terrible job of the floor, not once, but twice! The first time it directed all rain water towards our front door and the second time it bubbled and lifted in large holes. Whatever you do, do NOT use this company! They talk a good game but in the end are unable to deliver on their promises.
Hey Ruth
Thank you for your message. We truly value feedback from our customers - please rest assured that we’ll investigate your matter and provide you with the necessary feedback as soon as possible.
In order to demonstrate to you that we take our customers’ feedback seriously, we’d like to take this opportunity to talk you through some points around our approach to customer service.
We have successfully installed over 200 floors with contactable references from many of these satisfied customers. We’re sure you understand that working with cement-based products can be a messy business. That said, we do our level best to mitigate the risk throughout the process, and the fact that we have had only four complaints to date should be testament to this fact. It’s also common once a project has started to then only identify issues that could cause unforeseen delays - this would be unique to every project.
With this in mind - and contrary to industry standard - we ask for 30% deposit upfront followed by 40% after the preparation work, allowing you to retain the final 30%, unlike competitors who only allow you to retain 5%. Our products also come with a warranty which includes after-service and maintenance for two years.
Any customers who are still unsure are welcome to visit our Cape Town Showroom where they can see for themselves the quality of our colour cement floors and speak with a qualified salesperson about the product, the process etc.
We will investigate your matter and provide you with the necessary feedback as soon as possible.
Kind regards,
Flooring Guru
Hey Ruth
Thank you for your message. We truly value feedback from our customers - please rest assured that we’ll investigate your matter and provide you with the necessary feedback as soon as possible.
In order to demonstrate to you that we take our customers’ feedback seriously, we’d like to take this opportunity to talk you through some points around our approach to customer service.
We have successfully installed over 200 floors with contactable references from many of these satisfied customers. We’re sure you understand that working with cement-based products can be a messy business. That said, we do our level best to mitigate the risk throughout the process, and the fact that we have had only four complaints to date should be testament to this fact. It’s also common once a project has started to then only identify issues that could cause unforeseen delays - this would be unique to every project.
With this in mind - and contrary to industry standard - we ask for 30% deposit upfront followed by 40% after the preparation work, allowing you to retain the final 30%, unlike competitors who only allow you to retain 5%. Our products also come with a warranty which includes after-service and maintenance for two years.
Any customers who are still unsure are welcome to visit our Cape Town Showroom where they can see for themselves the quality of our colour cement floors and speak with a qualified salesperson about the product, the process etc.
We will investigate your matter and provide you with the necessary feedback as soon as possible.
Kind regards,
Flooring Guru
Hi Ruth Joy
We apologise for the inconvenience due to these events you've mentioned above. Since the final installation in February, we have not had any feedback from you since and assumed upon final payment that your project was complete. Please let us know when we can contact you to resolve the matter as soon as possible in order to come to a conclusion.
Regards
Flooring Guru
Hi Ruth Joy
We apologise for the inconvenience due to these events you've mentioned above. Since the final installation in February, we have not had any feedback from you since and assumed upon final payment that your project was complete. Please let us know when we can contact you to resolve the matter as soon as possible in order to come to a conclusion.
Regards
Flooring Guru