Browse Forums Flooring & Floor Covering Re: How to refund flooring? 2Apr 05, 2012 1:57 pm CALL 1300GOHARVEY www.harveynormanflooring.com.au Carpet, Rugs, Timber, Bamboo, Laminate, Vinyl & Vinyl Tiles TIMBERMAX Real Australian Hardwood Flooring IN STORES NOW Re: How to refund flooring? 3Apr 05, 2012 2:51 pm Hi, I've got mine from Carpet Call. The manufacturer is Universal, I think the factory is in Malaysia and the company is in Europe. As a flooring retailer, what would you do to examine the situation? And am I being unreasonable asking for a refund for quality difference between what's supplied to what's shown as a sample? Re: How to refund flooring? 4Apr 05, 2012 2:56 pm I have contacted the Carpet Call head office and they just think I am whinging for normal/usual timber floor indentation. They took one of off-cut from my flooring saying they will investigate further with manufacturer... but I don't wish to seat around and wait for them to go through the process which might take months. I would like to exercise my consumer rights on the ground of difference in the supplied quality. Possible? Re: How to refund flooring? 5Apr 05, 2012 3:44 pm When you say quality are you talking about the machining of the timber or the variations in colour compared to sample. I just searched for photo's of SBG floors and looked a few, without looking too hard I can see 6-8 variations in a very small area. As for the hardness how do you know its different to the sample? SBG only has a hardness of 9 which is only middle of the road. The other thing is, have you layed the floor? If so i'd say you are on the better side of buckleys of getting a refund. Good luck, Re: How to refund flooring? 7Apr 05, 2012 8:26 pm baekjh Laid by Carpet Call (supplier) I am not complaining for the variance in colour. I am complaining based on the difference in hardness. Drop same object from same height, Sample: Tiny scratch Mine: dent Your rights since 01/01/12 under Australian Consumer Law are rather strong and retailers have many obligations to ensure customers get what the paid for. We don't like to say bad things about specific retailers on matters we are not directly involved in, as all the facts are not available to us. In saying that, if it was a product you had purchased from one of our franchisees, we would have a representative of the wholesaler inspect the floor and carry out a test to make sure you indeed received what you ordered. If it were Harvey Norman, we would not only want to make sure you had got what you ordered, but that others who ordered the same floor from the same shipment were not going to be equally disappointed. Under Australian Laws, the final seller (ie the retailer) holds the warranties and cannot pass the buck, but technically advice from the supplier is generally relied upon by the retailer as to the validity of a claim. If you believe that the product is not the same quality as that which you ordered from, and you can prove it, then you would be entitled to a replacement or a refund, your choice. You may also be entitled to compensation for genuine losses (ie if you were a business and lost trading days during replacement etc) under the new legislation. The new laws are very serious and very real and are a great protection for all Australians. Carpet Call have sold that brand for many years and have been very successful with it. We would recommend that you contact a senior person in their organisation and ask for the product to be Janka tested. Both the sample in the store and the sample from your home. As a gesture of good will, you might want to offer to pay for the test if your assumptions are wrong, and they pay for the test if you are right ? Seems fair. If you don't want to do that, you can contact the Australian Timber Flooring Association who can (for a fee) inspect the floor and give you report. That report could then be produced to a tribunal hearing, although its always best to attempt to resolve the matter with the retailer first. It differs from state to state but can take 6 months to get a hearing. So try the nice way first. We always appreciate the opportunity to rectify any customer service issues to the best of our ability prior to any form of escalation as its better for all parties. Try someone senior at Carpet Call first. They would appreciate the opportunity to do the right thing by you. Failing that contact the ATFA and go from there. Good luck with your floor dilemma. Let us know how you go CALL 1300GOHARVEY www.harveynormanflooring.com.au Carpet, Rugs, Timber, Bamboo, Laminate, Vinyl & Vinyl Tiles TIMBERMAX Real Australian Hardwood Flooring IN STORES NOW Re: How to refund flooring? 8Apr 05, 2012 9:57 pm Were you told when buying this floor that you can drop things on it and it wouldn't dent? Or shown this in the store? Or was it not till after when you did drop something that you went back and did the test against the store sample? As HN F T has said above you can get a Janka test done on it, what this may say is the floor you have is in fact softer than the sample, but it can also say it comes up to a hardness of 9, from what I have seen is the standard for SBG. I have Spotted Gum on my floor which rates at 11 and it has dents where things have dropped. Our kitchen floor looks like a mine field from plates cups and cutlery being dropped on it. I don't want to be the devils adjocate here and I wish you all the best in your quest, but when it comes to a natural product like timber I think you'll be living with the floor you have. Re: How to refund flooring? 9Apr 05, 2012 10:19 pm I would get an independent test on the hardness of your reference sample and your as-laid offcuts. If, as HN Flooring Team suggest, you get a Janka value then you can compare it to the published range for SBG. The independent tester may also be able to tell you what species you have (or at least it is or is not SBG. Good luck. Demolition August 2009, Construction Started September 2009, Completed December 2010 Re: How to refund flooring? 11Apr 10, 2012 9:12 am Good morning guys, Hope all of your had a great Easter break. Just an update with this case: I went into their store yesterday for another drop test. And what a surprise!! They made a new piece of sample with the same batch I received!!! Luckily, they still had an old sample avail on side. So I was able to conduct the drop test on both. As expected! Old sample very little mark whereas new sample dent badly. The salesperson saw it and acknowledged the difference once again. Carpet Call... If you have a problem with the product you supplied, you should make a recall and fix the issue rather than hiding it as if it was meant to be... By the way, I also conducted the same drop test on Kempas (meant to have lower Janka rating) and Kempas didn't even get a mark on it... What does this mean? Does this mean I certainly have a dud?? And I can safely contact the Australian Timber Flooring Association for a proper analysis? Their fee was quite expensive like $700 or something... I don't wish to spend that much money and ended up it's me who is paying for it.... Re: How to refund flooring? 12Apr 10, 2012 9:26 am The first thing to do is that you need to get hold of the sample you purchased from before it is misplaced or lost, or your argument will be unable to be substantiated. Whether or not they will give it to you, or you could offer to buy it, but without it, your case may be mute. CALL 1300GOHARVEY www.harveynormanflooring.com.au Carpet, Rugs, Timber, Bamboo, Laminate, Vinyl & Vinyl Tiles TIMBERMAX Real Australian Hardwood Flooring IN STORES NOW Re: How to refund flooring? 13Apr 10, 2012 9:36 am Will they give the sample to me though? I have video recorded the test.... The video showing the range code (UN3615) of an old sample being drop tested. The new sample definitely has a different colour to it (much darker than the new sample). Would this be enough? If not, should I steal the sample it they are not willing to sell it to me Re: How to refund flooring? 14Apr 10, 2012 11:22 am baekjh Will they give the sample to me though? I have video recorded the test.... The video showing the range code (UN3615) of an old sample being drop tested. The new sample definitely has a different colour to it (much darker than the new sample). Would this be enough? If not, should I steal the sample it they are not willing to sell it to me You need to speak to someone higher up in the company to discuss your concerns as we are sure that Carpet Call would be interested in doing the right thing by you and would want to know if they had an issue with their product. Generally, the higher up in management of any company, the more concerned they are with issues like this. Not only from a legal point of view, but also from a good will persepctive and brand preservation. It is about time that we cease being involved in this one though, as we can only advise you to a degree on a matter that is between you and an opposition retailer Please contact their upper level management to discuss your concerns and hopefully you will get a good outcome. CALL 1300GOHARVEY www.harveynormanflooring.com.au Carpet, Rugs, Timber, Bamboo, Laminate, Vinyl & Vinyl Tiles TIMBERMAX Real Australian Hardwood Flooring IN STORES NOW Re: How to refund flooring? 17Apr 10, 2012 1:37 pm Does it matter? I made the purchase decision based on the sample they presented at that time. I did not conduct the exact same drop test but tried running my finger nail through it and dropped an object to see if it's hard enough. Re: How to refund flooring? 20Apr 10, 2012 3:26 pm baekjh Does it matter? I made the purchase decision based on the sample they presented at that time. I did not conduct the exact same drop test but tried running my finger nail through it and dropped an object to see if it's hard enough. It does matter IMO. As I stated above, SBG is considered only of medium hardness and rates as 9 on the Janka test. So unless there is a gaurentee somewhere that states your floor will be a minimum hardness of X, or the supplier does a huge jesture of good will here your wasteing your time. Every peice of timber is not tested for hardness, if so you would probably find there are cuts that are softer than 9 and cuts that are much harder than 9. Thats not a defect or a fault, thats timber. My guess is the sample is simply the latter. Don't get me wrong, i'm the first to make a stand if I believe something is not as it should. But as they say pick your battles. 1000000% definitely add insulation. I have in my home and it makes a big difference minimising sound transfer. Insulation is pretty cheap and definitely worth it 2 6148 Engineering timber is certainly a less fuss option, times cheaper to supply and install and better withstands humidity. 1 15840 Hi there, I'm a conplete newbie to this, but I'm looking to put a floor down in my 6x9m shed. 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