THE DECORATING CENTER INC

"As the owner of The Decorating Center I am more than shocked at this review. I believed that we had a warm and amicable relationship throughout the project. Their are numerous items of incorrect information presented here by the homeowner. The first recorded sales order was on August 15th, 2012--not March or April. We could not begin immediately, and even if we could it would take 6 weeks or more to receive a custom kitchen from the manufacturer. There were numerous change orders requested by the homeowner. The price and duration of the project necessarily increased as a result, otherwise there certainly was not a price increase. Even with the changes the project was majorly finished in less than three months. There was a problem with the floating wood floor system coming disengaged. I requested an inspection from the manufacturer. They did a superficial inspection and determined that it must be a span problem or 'pinch points' causing the unlocking. We willingly spent 3 days removing a large portion of the floor and reinstalling it. After a period of time the floor starting unlocking in other areas. Again we went back and disassembled the floor and reinstalled it, hoping that small installation errors really did cause the problem. We were very thorough in our reinstallation--because it was not only inconvenient for our customer, but very costly to us. Again, the floor started coming apart and shrinking in different areas. Once we determined that it was definitely a product defect issue, and after many unanswered calls to the manufacturer, we made the decision to spend another $12,000. out of our own pocket to replace the floor. We made that decision willingly and graciously, knowing that it would eliminate the profitability from the entire project. We also did it because we always endeavor to do the right thing. It is not really fair to say the project lasted until May of 2013 because of this multi-month process of trying to correct a manufacturing defect. The flooring separations were annoying, but they didn't make the home unusable. It would not have been prudent to rush into a major floor replacement without giving it time and exploring options. Our store is open and our phones are answered 6 days a week, 9-10 hours a day. We do answer to our customers as quickly as possible and we certainly never hesitated to return emails or calls from the [member name removed] as soon as possible. After the new floor installation I received a phone message from [member name removed]. She was thrilled with the new floor and a very satisfied customer, so naturally this review was quite stunning and hurtful. Regardless of the comments, even with this customer, we will continue to do the right things and will service our customers fully and cheerfully. Jeff Yount, president, The Decorating Center"