Very attractive product which unfortunately does not age well at all. Within 18 months, I had to replace boards that warped, split and delaminated themselves once installed. The removal of installed boards is a surgery, and the post-sale service from Nadurra is non-existant. I would give the product a few more years of development before jumping on this eco-friendly product, unless you enjoy doing things twice and waste time and money. Trust me on this, I installed 900 sq.ft.
- Approximate cost of services:
- $4,000.00
- Company Response
I am sorry to hear that Benoit had this experience. However I do not agree with him that the product is faulty or that we have no customer service. I worked with Benoit on the phone when he was having issues and forwarded him to a local installer to help him fix it. It seems to us the issue is related to the relative humidity in his home and not the quality of the manufacturing. To explain this further I wrote him this email, after I read his post above.
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"Hello Benoit,I have read your review on Homestars of NADURRA’s bamboo flooring. I am sorry to hear that you feel there was no customer service on our part. I certainly think that I did give you customer service, however I understand that for you it was not enough. I need to explain a few things to help you understand why we took the position we did: as you may recall from our conversations at the time, we think that your issue was caused by low relative humidity (RH) in your house. The issues you have reported in your home (delamination and splitting or face checking) are understood by the hardwood flooring industry to be created by two causes – a) issues with manufacturing and b) issues with moisture or RH after installation. We ruled out the manufacturing as we have over 7000 sqft of this Kona Handscraped flooring from the same batch down in different locations over Ontario and no instances like you have reported in your home. So, that led us to the relative humidity conclusion. Of all the engineered wood floor jobs I inspect across Ontario where there is delamination and face checking, most are instances where there has been a history of either very low RH or large swings in RH (eg: high RH in summer and low in winter. Our install guidelines for the particular product you bought – Handscraped Bamboo - say it should not vary by more than 15% over a year). See the attached documents: a) “NWFA Problem, Causes & Cures - Delamination” an article describing the causes of delamination; b) “Stressful Situations – Low RH can cause unexpected problems in prefinished products” an article that explains face checking; and c) “NADURRA Bamboo Installation Guidelines” (see page 2, “Acclimatisation”, “Condition Requirements”).
I hope this explains a bit better to you the technical side of what you reported in your home.
Regards,
Michael"