iFloors
2.3|17 reviews
NG
Natali G
1 reviews | Active since Member
05 Feb 2025, 07:58
Ifloors Hillfox - terrible service
We contacted Ifloors in Hillfox to request a quote. I met up with Duncan at the property as they said they needed to inspect so they could quote. The quote was received and then changed twice. It ended up costing R1000 more just for the flooring they quoted, and they failed to see that if they removed the skirting that the walls were going to be damaged. which we needed to paint at our own cost. They installed the floors and arrived with the wrong colour for the strip between the bedrooms. When i phoned to ask when they would come and finish the job, i was told the guy was going to walk after hours and could be there around 6:30. I told them this was not acceptable as I was dealing with a company that had been paid and needed to finish the job. This was the most unprofessional company I have ever dealt with. Their service is really pathetic. I phoned to speak to the manager and the person on the phone said she would not take my call. I will never use them again. They finished the job but left a sour taste in our mouths.
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Replies (106)iFloors's replyOfficial
05 Feb 2025, 09:04 Hi Natali,
You are 100% correct. The service you received was unacceptable and for that we apologize. Further to the issues you mention I’d like to add a few points that brought us here:
*The employee in question quoted you the incorrect installation price.
*The employee in question quoted you the incorrect product, you weren’t aware of this.
*The employee in question quoted you the incorrect door strips.
One mistake is understandable. Two mistakes is questionable. Three mistakes with one client is unacceptable.
So, you are 100% correct when 3 of the 4 items on your quote was incorrect. I will also be upset.
As clients spend their hard earned money with iFloors we do not interfere with each other’s transactions. We have a strict policy that you deal with your own clients from beginning to end in order to prevent confusion and create a “he said – she said” situation. When you heard the manager say that she is not speaking with you it was not a case of not wanting to resolve your queries. It was a case of the employee simply trying to pass the buck.
We would never tell an employee to walk to a client. This particular individual took it upon himself to offer to “walk” to you. We had no idea that this is what was going on in his mind. The 1st time we heard anything like this is when we overheard him speak with you. I can assure you that we were dumbstruck at what he was saying to you.
Both employees in question’s contracts at iFloors have been terminated following this.
This type of behaviour and service levels will not and cannot be accepted by iFloors as clients such as yourself fall victim to the lack of work ethic and accountability, particularly as they have received a significant amount of training, coaching and have dealt with many clients. Unfortunately the work ethic is no longer what it used to be.
I apologize sincerely and completely understand your frustration.
You are 100% correct. The service you received was unacceptable and for that we apologize. Further to the issues you mention I’d like to add a few points that brought us here:
*The employee in question quoted you the incorrect installation price.
*The employee in question quoted you the incorrect product, you weren’t aware of this.
*The employee in question quoted you the incorrect door strips.
One mistake is understandable. Two mistakes is questionable. Three mistakes with one client is unacceptable.
So, you are 100% correct when 3 of the 4 items on your quote was incorrect. I will also be upset.
As clients spend their hard earned money with iFloors we do not interfere with each other’s transactions. We have a strict policy that you deal with your own clients from beginning to end in order to prevent confusion and create a “he said – she said” situation. When you heard the manager say that she is not speaking with you it was not a case of not wanting to resolve your queries. It was a case of the employee simply trying to pass the buck.
We would never tell an employee to walk to a client. This particular individual took it upon himself to offer to “walk” to you. We had no idea that this is what was going on in his mind. The 1st time we heard anything like this is when we overheard him speak with you. I can assure you that we were dumbstruck at what he was saying to you.
Both employees in question’s contracts at iFloors have been terminated following this.
This type of behaviour and service levels will not and cannot be accepted by iFloors as clients such as yourself fall victim to the lack of work ethic and accountability, particularly as they have received a significant amount of training, coaching and have dealt with many clients. Unfortunately the work ethic is no longer what it used to be.
I apologize sincerely and completely understand your frustration.
Best regards,
iFloors's reply05 Feb 2025, 09:04
Official
Hi Natali,
You are 100% correct. The service you received was unacceptable and for that we apologize. Further to the issues you mention I’d like to add a few points that brought us here:
*The employee in question quoted you the incorrect installation price.
*The employee in question quoted you the incorrect product, you weren’t aware of this.
*The employee in question quoted you the incorrect door strips.
One mistake is understandable. Two mistakes is questionable. Three mistakes with one client is unacceptable.
So, you are 100% correct when 3 of the 4 items on your quote was incorrect. I will also be upset.
As clients spend their hard earned money with iFloors we do not interfere with each other’s transactions. We have a strict policy that you deal with your own clients from beginning to end in order to prevent confusion and create a “he said – she said” situation. When you heard the manager say that she is not speaking with you it was not a case of not wanting to resolve your queries. It was a case of the employee simply trying to pass the buck.
We would never tell an employee to walk to a client. This particular individual took it upon himself to offer to “walk” to you. We had no idea that this is what was going on in his mind. The 1st time we heard anything like this is when we overheard him speak with you. I can assure you that we were dumbstruck at what he was saying to you.
Both employees in question’s contracts at iFloors have been terminated following this.
This type of behaviour and service levels will not and cannot be accepted by iFloors as clients such as yourself fall victim to the lack of work ethic and accountability, particularly as they have received a significant amount of training, coaching and have dealt with many clients. Unfortunately the work ethic is no longer what it used to be.
I apologize sincerely and completely understand your frustration.
You are 100% correct. The service you received was unacceptable and for that we apologize. Further to the issues you mention I’d like to add a few points that brought us here:
*The employee in question quoted you the incorrect installation price.
*The employee in question quoted you the incorrect product, you weren’t aware of this.
*The employee in question quoted you the incorrect door strips.
One mistake is understandable. Two mistakes is questionable. Three mistakes with one client is unacceptable.
So, you are 100% correct when 3 of the 4 items on your quote was incorrect. I will also be upset.
As clients spend their hard earned money with iFloors we do not interfere with each other’s transactions. We have a strict policy that you deal with your own clients from beginning to end in order to prevent confusion and create a “he said – she said” situation. When you heard the manager say that she is not speaking with you it was not a case of not wanting to resolve your queries. It was a case of the employee simply trying to pass the buck.
We would never tell an employee to walk to a client. This particular individual took it upon himself to offer to “walk” to you. We had no idea that this is what was going on in his mind. The 1st time we heard anything like this is when we overheard him speak with you. I can assure you that we were dumbstruck at what he was saying to you.
Both employees in question’s contracts at iFloors have been terminated following this.
This type of behaviour and service levels will not and cannot be accepted by iFloors as clients such as yourself fall victim to the lack of work ethic and accountability, particularly as they have received a significant amount of training, coaching and have dealt with many clients. Unfortunately the work ethic is no longer what it used to be.
I apologize sincerely and completely understand your frustration.
Best regards,
NG
Natali G's updateReviewer Update
05 Feb 2025, 12:17Good day
thank you for the above response and i do appreciate your feedback. I also own my own business and want to always offer good service, so it is important for you to be aware of what happened.
thank you for the above response and i do appreciate your feedback. I also own my own business and want to always offer good service, so it is important for you to be aware of what happened.
NG
Natali G's update05 Feb 2025, 12:17
Reviewer Update
Good day
thank you for the above response and i do appreciate your feedback. I also own my own business and want to always offer good service, so it is important for you to be aware of what happened.
thank you for the above response and i do appreciate your feedback. I also own my own business and want to always offer good service, so it is important for you to be aware of what happened.