We had very bad experience with these guys. We agree they may have good products. However, their service was terrible. On Monday, May 19, 2014 we visited the store, the lady (Wendy) was too enthusiasm. We just ask her to check if a maple nature engineering wood floor is available and the price. She gave us a price of $4.19/sf and said the one we want is available. She said she would hold 690 sf for us, but we have to put $2,100 deposit. We said we have not decided yet. She said “ok, if you call us Tuesday morning, I will place order for you, and have the products ready on Friday”. Because she was too nice and too enthusiasm that I have signed the order form and paid $2100 without reading the form carefully. I did not think why these gays ask for 50% deposit and this was the final order form. She did not tell us their ridiculous business rule, when she asked us to sign and to pay. On the next day, Tuesday, May 20, we were-visited the store and asked Wendy to cancel our order because we have found another store have similar maple nature engineering floor having identical, size (5x9/16), color and quality for $3.49/sf. She showed us the order form, the form reads “Once ordered, merchandise is not subject to change, cancellation, or return to ProSource”. I agree it was my fault, I have made a stupid mistake by signing the order without reading this ridiculous rule. In my entire life living in US for more than 30 years, this is the first time I had met this situation. She said they cannot cancel our order. However, if we can show evidence in written, they could bit their price. The next day, Wednesday, May 21, we re-visited the store, and showed a price quota from another store in Sacramento, They insisted the one in another store is not identical to theirs. So they cannot match their price. We have wasted a few hours arguing. Finally, they agreed to cancel our order but they need charge us $200 for “RETURNS-RESTOCKING FEE”. Ok, We paid the $200. We think the $200 is worth as tuition for these important lessons:
Lesson #1: Never trust a salesperson easily, particularly when he/she is too nice and too enthusiasm. There must be a trap hidden.
Lesson #2: Reading the contract/order form carefully before signing.
Lesson #3: Never buy goods from ProSource because they service is so terrible. The return/cancel policy is so ridiculous. When you buy any goods in any other US stores, even you a car, or a house, you are always allowed to have at least 24 hour to cancel or return without penalty. In my entire life, I never meet this hidden ridiculous policy like in ProSource before. So I suggest people do not be fooled by this store. If you want to buy floors, I highly recommend EXPO FloorsSacramento. They not only provide good floors with lower price, but also very friendly return/cancel policy. For example, if you over bought from them, you can always return to them without charge as the surplus floors in an unopen box.
