Osborne Park Reviews

Hi Sony,
Allow me to apologies as it was I who served you and I certainly meant no malice. I feel my point was lost in translation as I was trying to explain that the flooring you were looking for does not exist as it would be extremely slippery and dangerous if the surface were wet. I was making a slight joke about sanding the floor as the only way you would remove the texture. I did not literally suggest that you purchase new flooring and attack it with sandpaper. I would be keen to assist you with your new flooring in the hope I can turn your experience into a more pleasant one.

Hi Sarah,
Thank you for your review and photo's.
we are very pleased that you are happy with your new flooring.

Hi Samuel,
our G.M will be in touch with you shortly.

Hi Scott,
Thank you for your review, we are very pleased to hear that you are happy with your experience at Flooring Xtra Osborne park.

Hello Christoph, thank you for your review and I apologise for your experience. As discussed with the bank when they called to dispute the credit card charge for the product, we had issues with the manufacturer sending the incorrect colour for your order but your partner mentioned you really needed it prior to Xmas as you were planning the exciting journey of installing the flooring yourselves over your time off.

When I called your partner I asked 'If I can get the stock here before xmas, are you happy to still proceed with the order?' She said yes, so I quickly re-ordered the stock and paid a fee to the supplier for express freight.

When I called 2 days later as I was away from work unwell to advise the stock was well on its way and would arrive in perfect time, I was advised that you no longer want it. Unfortunately the stock was days away from arriving so I was unable to cancel it at that stage. I hoped when it came in I could call you to advise and that you would reconsider picking it up, had you been adamant, a refund would have been issued no questions asked.

The stock still remains in our warehouse, but shortly after that call I received notification from your bank that you have disputed the transaction and that all communication should be done through them, I have adhered to this which is why you have received your refund so swiftly from them.

I must take ownership here as my fault lays in lack of communication and I aim to improve here. I am currently short staffed but have recently brought on a new team member to ensure communication is handled much better. I apologise for the stress and inconvenience this has caused but am glad the matter has been resolved through your bank.

Should you wish to discuss the matter further I am more than happy to arrange a time that suits.

Hello Ross,

Thank you for your review. Apologies for any miscommunication for your daughter's water damaged floors from the dishwasher leaking. This is certainly not an issue for our installer to deal with, it may be better suited to an insurance claim from your side.

As post installation damage from a leaking dishwasher is not under warranty there is not much we can do to assist but as discussed we are happy to quote on the replacement of that area for you.

Any customers questioning this response I am more than happy to show the email trail as proof of water damage by client.

We look forward to being able to assist you.

Have a lovely day.
The Team at Flooring Xtra Osborne Park

Hello Simon,

Thank you for taking the time to leave a review but this information is incorrect. Upon checking your quote and email correspondence, you never requested the flooring to be glued down at any stage and throughout the installation process you were present many times and never mentioned the absence of glue to give us a chance to stop works, re-quote the additional amount for direct stick, and install it that way. You never requested the flooring to be glued down. We never heard any complaint from you until weeks after installation had been completed and the balance of your bill was requested.

There was some scotia which came loose after installation which we have sent our installer back to repair on the basis that the balance be paid, which you accepted, the work was done, but you never paid your balance.

We have attempted mediation via a third party but you have now attempted to take us to court, your first application stating that the floor should have been glued down, upon us providing proof that this was not the case, you have since lodged a second application stating the job was not completed to Australian Standards, which it was.

We at Flooring Xtra always strive to look after our customers and will always try to do the right thing by them.

You stated we sold you the wrong product but this was the product you confirmed in writing via email that is your selection.

Should you wish to have your floor carefully lifted and glued down at an additional cost, we are willing to help you as a sign of good will only, by offering the service at a slight discount but your balance and the new amount would need to be paid in full prior to starting works.

Aside from the above, regardless of incorrect information provided by yourself in your review, I do hope we can come to some form of resolution to ensure you are happy with your flooring. As mentioned, the offer to quote you the additional amount to have the flooring carefully removed, glued down/ re-installed is still there. We would love the opportunity to help you.

If you wish to discuss a quote for the above further please send me an email.

Thank you,
The Team at Flooring Xtra Osborne Park

Hi Stephen, thank you for the kind review. Have a great week. Tristan.

Hi Kris,

Thank you for taking the time to leave a review but your original review mentioned we had a price board which you were directed to and since my reply saying we don't have price boards you have updated it to say pricing on the stands. You also mentioned a different store in your original review which has now been removed.

Can you please reach out to me so we can discuss the correct store and I can direct you to them for a complaint resolution process to be followed?

If you need anything at all and are still looking for flooring, we would love to help, please reach out and ask for myself personally if you like, my name is Tristan and I am the store owner.

Regards,
Tristan

Thank you so much for your kind words! I will pass on the feedback to the team. Looking forward to working with you again :)