- STORE REVIEWS
- PRODUCT REVIEWS
2018-03-04
1/5
Executive Escalation Request
"I ordered some vinyl plank flooring as we are starting a project to remodel our entire home. We have a budget of $20k for our remodel supplies/product and we thought we would start out small with one small project in the larger plan. We wanted to ensure the supplier we ordered from were great end to end from order, delivery, product, value,and customer service. Well we ordered, product arrived on time and quickly. We scheduled our installer, put down a deposit a day prior to arrival of the product and the product we received was not even close to the color and texture that we ordered! I emailed customer service and they investigated after I provided pictures and stated that the supplier uploaded the wrong photo on the BD website of the product. I requested that they allow me to pick a comparable product that was the color that we were seeking at no additional cost to me, that request was basically ignored and not even considered. We got two choices, refund or keep! While yes these are solutions for the problem but we are not satisfied with the either of those solutions. We our out our deposit with our installer due to BD not ensuring their suppliers are held to a standard of quality of the product advertised. I had been emailing with Lisa from their customer service and she said she would process a refund and make an exception and not make me pay for return shipping because of the situation when I hadn’t even mention that this was an acceptable resolution. At this point I requested a call from a manager or someone from the executive escalations team! So I have replied by sending the email string to the CEO and members of the BD executive team. Still no response at this point. Very unsatisfactory and we are back on the hunt for a supplier we can use that will meet our needs to fulfill our home remodel supplier! BD you might want to reach out as I have requested so we can resolve to my satisfaction! I am sure my budget will make a nice sale for another supplier!"
