Australian Select Timbers

Recurring Splitting Issues and Injury – Poor Service and Safety Concerns – We’re sharing our experience with Australian Select Timbers Oakwood Sandalwood (Coastline Collection) flooring, installed in April 2022, to raise awareness of the challenges we’ve faced with this product and the company’s handling of our concerns. The floors originally installed in April 2019 were flawless, with no defects. After a small flooding incident damaged a portion, we replaced the entire house’s flooring with the same brand and product in April 2022 due to our satisfaction with its quality.

From the day of installation, the quality and appearance of the replacement boards differed significantly from the original flooring installed in 2019. The replacement boards featured a completely different grey tone compared to the warm hue of the original boards. Additionally, there were visible gaps, significantly more nested boards, and a marked difference in overall quality. Despite these concerns, which we raised immediately, their Inspection Report stated there were no manufacturing or installation defects.

Key Issues We Have Encountered:

1. Recurring Splitting Boards: Within 11 months of installation, a board split down the middle, requiring repair in March 2023. Unfortunately, the same board split again, necessitating a second repair in November 2024. In addition, other boards have begun to split, and knots now appear to be degrading and on the verge of detachment. In contrast, the original boards installed in 2019, which we still retain for comparison, exhibited none of these issues. The original boards aligned seamlessly and appeared to have an additional protective seal or layer, which is not evident in the replacement boards.

2. Quality Concerns: The replacement boards exhibited visible gaps and misalignment, allowing liquids (such as spilled milk) to seep through instantaneously. Resolving this required extraordinary measures, including using a hairdryer to forcefully remove the trapped liquid.

3. Dangerous Shard Incident: In September 2024, a large shard - approximately 15 cm in length - detached from one of the boards during normal use, causing a painful puncture wound to my husband’s heel. The photos attached to this review were sent to AST, who advised that they would repair the shard.

Prior to the repair, we received a letter from their After Sales Department stating: "Should any further chipping, dents, scratches or splintering occur, it is recommended to contact a professional surface repair technician to address these concerns," - a cost which would be at our expense.

During the repair visit, the company’s Warranty Manager explicitly described the shard as “dangerous” and acknowledged its unusual nature - statements witnessed on two separate occasions, and stated the repair was being undertaken as a matter of "goodwill" because the issue was classified as a "splinter" and therefore, not covered under warranty.

I emphasised during this exchange that safety issues - particularly those acknowledged as dangerous - are not discretionary matters and cannot be limited or excluded by warranty provisions. Under Australian Consumer Law, goods must meet safety and durability standards and be fit for their intended purpose, regardless of any warranty terms. Addressing such a serious safety concern as a "goodwill" measure, rather than fulfilling a statutory obligation, raises questions about the company’s approach to both consumer safety and compliance with legal requirements, especially in a house with young children.

Conflicting Statements on Responsibility: When I raised this query regarding repairing any future similar shards, AST responded that: “The repair provided on the date in question to the splinter is not an issue typical of an engineered timber floor and will usually only occur due to damage either during installation or post installation misuse.” . This statement appears to conflict with their May 22 Inspection Report, which explicitly stated that the installation was deemed satisfactory, with no defects attributable to the installation.

When I sought clarification and evidence regarding the claim of "post-installation misuse," the company did not provide any evidence to support this assertion. I have consistently followed the company’s maintenance guidelines, sought advice via email, and used specialised equipment to maintain the flooring. Despite my documented efforts, I have yet to receive evidence from the company to substantiate their claim.

This is simply an account of our experience, and we encourage others to consider this information if facing similar issues.

This matter will be escalated to VCAT, and I will provide an outcome on this post following the hearing. We’ve also observed similar concerns raised in other customer reviews. If you’ve experienced similar issues with this product or the company, please feel free to reach out.

"According to the Oxford Advanced Learner's Dictionary, a splinter is a small, sharp, thin piece of wood, glass, or metal that has broken off from a larger piece. A splinter is typically understood as a small, thin, sharp fragment that has broken off a larger material, such as wood or glass. By its conventional definition, a splinter is usually much smaller than 15 cm (6 inches) long and 2 cm (0.8 inches) wide. A piece that size would likely be referred to as a shard, fragment, or simply a piece, depending on the material and context. The word "splinter" generally implies something much smaller and finer, often something that could pierce skin or embed itself easily."