BUYER BEWARE - Went in to look at flooring for a bathroom/master bedroom project - picked out samples (at that time a deposit was req'd to hold the sale price) but was not for sure and wanted someone to come to the house for estimate - Ogi came to do estimate and we changed our mind to another sample and was given another quote. We told him that we would think about it and get back to him. Unfortunately we could not commit due to unforeseen circumstances and was told that the product had already been ordered without our confirmation and that a 30% surcharge was req'd on the full order. In speaking to Ogi to try to explain our situation he was aggressive and belligerent with his words and was not willing to return our deposit. Since Ogi was so rude and treated us so disrespectfully and only focused on sales targets and we were not about to lose our deposit and was made to believe that the order had already been placed???? prior to our confirmation we felt forced to buy the product and would never ever recommend KOSCO for any purchases in the future. We have never been treated so badly by a company that made us feel pressured into buying something before we were ready. So be sure to think before you leave a deposit because guaranteed you will then HAVE to buy something.
- Approximate cost of services:
- $1,968.99
- Company Response
Hi Greg and Heather,
After spending quality time with you both in my showroom- you decided to purchase flooring and installation from us, leaving me with a deposit to go ahead and order the material. You also asked me as a professional to double check on your measurements as you were not sure if they were correct. After a week, before I made a trip to your home, you asked me to bring a sample of the product you purchased, along with other samples so that you could see how they looked in your home, which I did. The day that I came to measure, you changed your mind- you asked me to cancel that first order as you decided to go with something else. I told you that your product was already on the way, which is automatically a 30% restocking fee on that existing product as it is already on its way to us- as it is stated on the back of the contract that you had signed at the time
Of your purchase. However, I made an exception for you. I told you that I would change it for you that one time and keep the material you had already ordered, and I would try to sell it to another customer. You both were extremely happy about that. The very next day, you called me asking if I could remove the installation from the contract as you wanted to save a little bit of money. I had no issue with that, and I removed it from your contract. A few days after that, you didn't call me- you sent me a text message asking me to cancel the entire order and you wanted your deposit back. Even though I had ordered a different product for you the second time without any restocking fees or penalties. I wasn't going to get stuck with another order that I brought in for you because you decided to change your mind. I told you that I would be charging you a 30% restocking fee for the second order that I brought in for you, as it is clearly stated on the contract that you signed at time of purchase.
The purpose of a deposit being given is to secure an order, installation, and services. Deposits are meant to confirm your order which makes them non-refundable. Once you give a deposit, the invoice is to be followed through. That is how deposits work.
If you would like to discuss this further, please call my cellphone and I would be more than happy to talk you about it in further detail and figure out if there is anything else that I can do for you.
Once again, I apologize- I'm not sure where I went wrong as I accommodated you throughout the entire process. You came and picked up your product and you did not mention any negative feelings or thoughts towards your experience with us. I truly wish that you both would have come to me about the way that you were feeling in regards to all of this, I would have been more than happy to further assist you and ensure that you had a positive experience with us.