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Flooring
Floors to go by High Tide
Midland Plaza Shopping Center, 123 Mathews Dr, Hilton Head Island, SC 29926, USA
(843) 681-4925

Service

Total Experience

Will Recommend

damian k.

Hilton Head Island, SC

Floors to go by High Tide

Very Very Disappointed

We needed to remodel the kitchen of our rental property in the fall 2017 (with completion by late October as we had renters schedule to arrive early November), and we chose Floors To Go to install the countertop. Given our timing, we went into the store in August and finalized our selections. Floors to Go assured us there would be no issues with timing and they could work with our contractor (who was familiar to them). When our contractor called in September, they couldn't locate any of our information. Luckily, we took a pictures of our selections, and emailed them pictures-and they were able to identify. However, when our contractor contacted them again, ready to begin, they again said they couldn’t locate us in their system and had no idea about our selections. The person I spoke with had no recollection that we had emailed him pictures or that we had spoken on the phone (where he identified our selections). He asked for us to email them again-so I just forwarded the earlier email.
With the correct information, and after taking a deposit, Floors to Go then called a couple days before the planned installation and said the countertop we needed wasn’t available (and wouldn’t be available until new production early next year). They provided an alternative choice at almost twice the cost, and noted that to meet our deadline, they needed an immediate answer to get the material on the truck for delivery to their store. After being basically forced to say yes, Floors to Go then sent some pictures of some other choices similar in price, but without guaranteed, timely delivery (but they would check). We then selected a similarly-priced countertop, provided they could deliver on time. They agreed so we decided to move proceed. A day or two later, they said while they could have the material delivered timely, the installation (instead of being complete on Friday) would be scheduled for early the following week (when we were supposed to have renters). They said they hoped it wasn’t an issue as they could install it early in the week. Well, this was a problem because we had renters scheduled to arrive on Saturday. Needless to say, we lost our renters because you can’t rent a house with no countertops.
During this process, our contractor met the Floors to Go owner at our house to reiterate the timing of our project to see if he could help ensure it was met. I’m not sure what he did, but weeks later, and after lots of excuses, the countertop wasn’t installed.
We moved to a new company, selected a new countertop, and had it installed within a week – at a lower cost. Given this experience I would not recommend Floors to Go.

comments

First of all I sincerely want to apologize for the inconvenience our company caused you. We do not work like that. If you look at our reviews we have hundreds of really good reviews. Secondly, the reason our staff could not locate you was because the job was listed under your contractors name, which is what he had recommended that we do it that way. After carefully looking into this job, we decided to terminate the person that you worked with because we strive to give the best customer services available on the island. I know this does not make up for your troubles. Once again our sincerely apologizes. This will not happen in the future for sure.

Floors to go by High Tide commented on 11/10/2017