Urbanfloor

Tl;dr - This company is terribly disappointing in its customer service. They sent us unsealed planks (see photos), refuse to take accountability, will not honor their warranty, and will hide behind gaslighting lawyers. Detailed version: We researched the purchase of our floors extensively. After countless field trips to Floor & Decor and other competitors, we settled on Urban Floor. In our research we visited their showroom in-person and met Yvette. She sold us on the durability of their product ("scratch resistant to pets, great for families with kids, etc") as well as on the 50-Year Warranty for the L'Artiste Collection. The 6mm veneer made us think we could at least live with these floors 10-15 years before needing to sand down and re-staining. That same afternoon, we purchased nearly $20k worth of the Rousseau model via Glamour Flooring. When the floor was delivered, their truck backed into our driveway, scratched the concrete, and tore some of the hedges that line the driveway. It is worth mentioning that the palettes of wood were left on the side of the road (not on the sidewalk, not even in the driveway) for us to carry into the house. Upon unloading the palettes of wood, we noticed that two boxes came damaged/ripped. Most of the planks in those had to be set aside as they could not be used. We texted that same day, but we did not hear anything back. Undeterred, our installer began to lay down the planks. All looked fine until we noticed a couple of days into it that some spots looked "washed out" and not consistent with the rest of the planks. After the installer was done, they vacuumed and cleaned the floors per the instructions in the box. It is at this point that our dismay set in. We reached out to Glamour who told us we had to wait a couple of weeks for his rep at Urban Floor to visit our home. Weeks later, they finally stopped by. The rep acknowledged the floors did not "look right" and that a further inspection would be needed. They sent an inspector (who btw is not unbiased and gets all his business through them) to inspect the floors. He defensively explained that a "diluted-intensive wood cleaner" was necessary to then be neutralized with distilled water. This is not something that an end-consumer should be expected to know, and that their instructions did not mention. After he wiped the floor, the floor seemed cleaner for ~60 seconds. After which, the floor dried and the same "cloudy spotting" persisted. He then left to file a report. A week went by and we had not heard back, so I called Ms. Yvette. Her demeanor, which lacked empathy for our troubles (now nearly 2 months into this), and resistance at explaining the process was disheartening. The report claimed the wood planks were a result of “open grain contamination.” Aka not their fault. Aka buyer fault. Aka no 50 yr warranty. Take a look at the attached images of the flooring. Does this seem right? To claim open-grain contamination feels insulting. Plus, if this were true, we would expect ALL the planks to react the same way. They did not. Whether or not it is due to an open-grain, which was not disclosed at any time during the purchase process on their site or in person or in the specifications that come with the flooring, it is clear that whatever sealant they use on this Art Rousseau was not properly applied. The issues with this floor beg the question of what would be expected to be the reaction to future repairs to the home (say 12-18 months into living here). If we were drilling a hole in the drywall, would the bit of dust contaminate the floor? If we were baking and some flour spilled into the grain, would it not come out? The bigger issue here is the disregard for the 50-year warranty. After their lawyer sent us a few hostile responses to our emails, it was clear they would not correct this. We were forced to hire an outside flooring company to properly stain over and seal the NEW wood, before it was even lived upon.

DO NOT BUY FROM THIS COMPANY!!!!!!!!!!!!!! They do not honer their warranty! I own a store here in Santa Clarita. I had an issue with the owner. They now won't sell to our company to fix a customer repair. No big deal.I'll get the materials. Sometime you have to look out for the customers. 25 year warranty means nothing to this company.

I will never recommend this company to anybody. DO NOT BUY their products. Their marketing is deceiving, their product is defective and low quality and their customer service is unprincipled. This year will be our 3rd year in our home. We did the closing a day before Thanksgiving day 2015 and flooring was installed three days after. We made a big investment and did the whole downstairs, about 2,000 sq ft. It took me a long time to pick our flooring and after seen and testing several brands and options we settle on this one. I wanted good quality floors that look amazing, different and a good match for an active household. Based on their information online and a few reviews I found. We made the investment. We picked the Grigio European Oak, it is a neutral light sandy color on extra wide planks They do look beautiful but DO NOT perform beautifully. Only a few months in and we started seeing a few peeling areas and even a small chunk was missing from a plank. In September 2016 the company that installed the floors came back and replaced all the planks in the center area of kitchen because the planks looked really bad all peeled off. After a year had passed we couldn’t handle it anymore and on January 5th 2017 decided to write a review on their website. There wasn’t a review link, only a contact us link so I wrote my review there. I was contacted by Yvette Goslin that same day. Yvette called me and she was very polite and seemed genuinely interested in assisting with the issue. She requested some information about the floors and area view as well as close up photos of the damaged planks, plus dealer information. I emailed everything and stayed in contact. Next, withing a few of weeks they arranged for a supervisor from the dealer the floors were bought from to come check and verify the conditions of the floors. His name is Antonio Garcia from Century Distribution Inc. Also very polite, he walked all over took photos and notes and told us that indeed the floors should not be in this conditions. He wrote his review and forward it to UrbanFloor and their answer was “that is wear and tear, We have nothing to do with that” Mr. Garcia got back to us and suggested we get a proffessional floor inspector. We researched on that and reached out to a couple of highly reputable inspectors and besides been super booked their fees were very high and honestly I don’t think I should be the one to pay for it. After that I could not get a hold of Yvette Goslin for a while she was always either out of the office or unavailable. So one of those days she was “unavailable” I asked my husband to call and he was connected right away… That was my last talk with her, at that point she was not as welcoming as before and told me their Technical department had decided it was wear and tear and there’s nothing we can do about it. UrbanFloor website markets this Chene Grigio White Oak as a High Traffic flooring. Thats a lie. They have a LIFETIME structural warranty, they’ve been installed for almost three years and are falling apart. We are a family of four with two teenagers 19 and 14 that are usually in their rooms upstairs. We take really good care of our floors for them to be in such bad condition DO NOT BUY URBANFLOOR take your money to a better company, do an extensive research before you make your investment. On top of everything their attitude is very unprofessional. It is such a shame we have to go through this situation. Hopefully this review will help others.

We just finished our beach house in Malibu and when looking for hardwood floors our contractor referred us to Urban Floors website. We found this beautiful Villa Caprisi. We have gotten so much positive feedback on our floors. I never would have expected that our floors would be one of the showcases of our new home. thank you Urban Floors

This company has appalling customer service. This manufacturer has offered us nothing but trouble. We purchased their wood laminate for the upstairs of our house and, though initially beautiful, this quickly faded as the flooring began to peel in abnormal ways, including under a bed where no one can walk. When we contacted the installer, they informed us that we needed to contact the manufacturer. The manufacturer has given us the run around. They have offered no solutions, blamed the installer, and refuse to honor their 20 year warranty. In short, beware. This company is a group of cheap, greedy individuals who have no interest in ensuring their customers are satisfied and produce a faulty, unreliable product. I would advise looking elsewhere for a floor, because it is not worth your money to purchase from them. You will end up paying twice.