Choices Flooring Questions & Answers

Sorry Westley I don't have a head office number or email. Our only dealings have been with our local store at Forster. Regards, Sue & Geoff

Hi Bev the only contact Number I had was the shop number so I can’t really help you sorry.

I thought that the head office of Choices would have a phone number I could ring to discuss this problem. I understand the business I dealt with is a franchise so surely Head Office have some say in how each individual shop deals with customer complaints. I will take the matter further if this is not resolved.

Hi Bev,

Please advise which store location you were dealing with so we can get the store to contact you direct.

Kind Regards,

Choices Flooring - Central Office

The store is buck passing and blaming the layer. I am commencing legal action so will leave it.

Bev,

If we can assist please let us know what store you are dealing with

Thanks

I don't wish for the store to contact me. They have proven that they don't intend to resolve the matter. Please tell me how I can email you (the head office of the franchise group) a letter outlining the problems I have had with the store and photos of the issues with the flooring and its installation. Your website makes it impossible to contact the head office directly. That is very disappointing as it leaves your customers no avenue for help when a franchisee does the wrong thing.

Bev, please contact our Client Liaison Manager Tim Drew on tdrew@choicesflooring.com.au. Kind Regards, Choices Flooring Central Office.

Thank you for your prompt reply. I am trying one last time to contact the shop which is in Warners Bay. Kevin Connelly is the manager. I have suggested the ugly finish in one doorway can be overcome by replacing the uneven vinyl patch with a floating floor board from a job they did for me last year. I also researched fixing tiny holes in vinyl flooring and believe this can be done by my son or the shop. If I get nowhere with them i will get back to you so will keep our email address. I am trying to be reasonable. Many thanks.

Hi Lisa, please advise which store you are dealing with? It does sound strange that the carpet and vinyl prices were exactly the same. Thanks, Choices Flooring Head Office.

East Maitland. I would have just liked it all broken down.

Thanks Lisa. Please advise your full name so I am able to contact the store. Kind Regards,

Lisa Petersen, we are happy with the quote but just confused about the same price for all vinyl and vinyl and carpet. I was wondering how the quote on Saturday is made up too? Thanks

Thanks Lisa, the store will get back to you regarding the quotes.

Kind Regards, Choices Flooring Head Office

Hi, please call (03) 9850 9311 and ask to speak to a product representative. Thanks, Choices Flooring Marketing.

Very disappointed with after sales service, Choices sells an inferior product but then fobs you off to manufacturer to sort problem out...and lo and behold the manufacturer says there is nothing wrong with the product,... it seems the carpet is supposed to fade and the amount of compression and unraveling of pile seen within 4 months of installation is normal. Ooops forget to mention.....which I wasn't told I was only suppose to use a particular brand of vacuum cleaner, If I had known all of this I wouldn't have never a) bought the carpet b) set foot into Choices.

Could you please advise which store you purchased your carpet from? This will allow us to follow up with the store. Kind Regards, Choices Flooring Marketing.

I have been told by the Group Manager – Retail Development that Choices can't/(?wont)do anything about the carpet. This despite the store manager agreeing on inspection that the degree of wear and quality of installation was unsatisfactory and the Administration/Customer Service person of the manufacturer offering to replace the carpet on the stairs. I pointed out this to her that this wouldn't solve the problem as (1) there is issues in other rooms and passageways which are as bad as the stairs (2) the problem would recur. 3 questions remain: Why have a warranty if it is not going to be honored? Why when I purchased the carpet and asked about maintenance I was not told the manufacturer require a particular brand of (expensive) vacuum was to be used and why was I not warned that for that type of the carpet it was normal for the the pile to compress and unravel within a couple of months of installation and no amount of vacuuming will restore it to its original condition.

Hello Geeperk, The Australian Consumer Law protects all consumers and if an issue cannot be adequately resolved between the consumer, retailer and manufacturer it is recommended you contact the Consumer Affairs Department in your respective state or territory and they will assist you to resolve the matter under the framework of the Australian Consumer Law. You can get more information at external link . Thanks, Choices Flooring Head Office!

Which goes back to my initial comment that Choices doesn't take any responsibility for the quality of the carpet they sell and once they have got your money the company is not interested and fobs you off to the Consumer Affairs Department. Give me your email address and I will send you photos taken of carpet yesterday after vacuuming and Id like you tell me you would be happy to have your new carpet looking like that after 21 months!

??? Still no answer ...Choices does not take any responsibility for the quality of the product they sell and any warranty they give is not worth the paper that it is written on!

Rosie, I have checked with our product manager and he is happy to chat to you about your issue: 03 9850 9311 - Ask for Terry Triggs. Thanks, Ingrid ********************************** Hi Ingrid,

There is not a clear cut answer to Rose’s question. What has to be taken in to account is the subfloor and if vinyl tile is butting up to another flooring category that has a height variance. The sales consultant might have suggested the trim to be used is a Ripple Trim, which is metal cover plate with a design finish (ripples). Depending on the “other” category a tile trim can be used, which has a seamless edge.

As mentioned, there are to many variables. Maybe have Rose ring me directly

Cheers

Terry

Hi Kathy, can you please send us a private message regarding your complaint and also include your contact details? Thanks, Choices Flooring.

I am unsure if an address to voice my concerns regarding my experience at a Choices flooring store. I have been unable to find an email address and was wondering do I send my complaint through this site.

The official choices rep on here seemed keen to hear our side of things too when the Nunawading store stopped corresponding when they wouldnt fix their mistakes but unfortunately the marketing team also went AWOL

Can you supply an email for me to this please as I would have done that initially but was unable to find on?

Kathy

Dont get your hopes up Kathy, they made me feel like they actually cared... until the end, they just when silent.

Hey guys, I also tried to get head office number or email to no avail. The "gatekeeper" of the facebook profile won't give me their name, and they are absolutely desperate to keep any Head Office or higher manager details a secret from the public so they don't have to answer to anyone for their customer's complaints. I'd say their office is either overseas or they have a policy of not letting anybody know about it as it's too much drama for them when complaints come in. The nameless person responding to these comments and operating the Facebook profile refuses to give any details except their own email which is online@choicesflooring.com.au so they can decide whether you get put though to Management or not. They did offer for a Customer Service Rep to call back but they would not give out any numbers, emails or addresses so you are at their mercy when requiring assistance. This kind of behavior from a company rings alarm bells and seems very dodgy and unprofessional behavior. No transparency.

I messaged choices on Facebook. I did eventually get a call back from someone in marketing. Unfortunately they weren't able to help as the store manager just gave another excuse for not replacing floor. They suggested I go to VCAT which I didn't think was worth doing for a little bit of floor

Thanks Andrea for your response.

No we have only purchased carpet from Choices.

Sorry we can't be more helpful.

Yes, I had 80m2 laid in our house 18 months ago, and we have had issues since the day it was laid. It is extremely noisy to walk on it sounds hollow , all the planks have cupped upwards and the floor has shrunk and cracks have opened up. Choices flooring have said it is a product fault and the manufacturer polyflor won't even send a technician to have a look.

Stay away from Genero click , choices flooring and any polyflor products.

Hi Bigmatt, we have the same issue. We are getting a new floor now. You need to get Choices to come out and sort yours out too! They have taken this product off their shelves now.

No the klick planks are great but make sure they used the correct underlay keep an eye on the layers not every one know what they're doing

Thanks. But this product certainly used no underlay. It has also basically been taking off the shelves. Our were completely replaced with full glue down vinyl. Best result ever!

No the product is fantastic But the underlay must be of good quality and at least 3mm thick Also must ensure installers are professional There are a lot of cowboys out there. Where else can you get a 25 yr guarantee! Polyfloor Regional Managers are great in WA every effort to ensure you get the lay perfect Can't say enough about aftersales service second to none in WA metro

I hope you have found out your answer by now Graham. We know that the vinyl clic floor boards are certainly waterproof and the maker guarantees that as it can be laid in laundry areas where laminate cannot be guaranteed in such areas. Rubber might be better but I hav no knowledge of that.