A tough call and a tough situation. When I am asked by a homeowner to add on to an existing prefinished floor, I am sure to tell them I cannot promise the new will match with the old in color. Companies dye lots do change and one "run" could look different than another. That is not the manufacturer's fault nor the distributor's fault. The fact is, it is the customer's floor and they should pay for the expense of having a product match. I think the distributor could have agreed to work with you on the re-stocking fee BS. We know that is merely a bogus fee that does not represent a true cost to them but is an attempt to discourage returns. I'd go to the pres. of the distributor on the matter, especially if you buy product from them on a regular basis. And why should the flooring be sent back? Distributors typically get returns and store it, then hold sales to move excess stock items. That particular distributor sounds small fry and with a poor business plan, IMO. I'd play it this way. How much would it have cost the customer in the beginning to have the flooring with the special color match from the manufacturer? If it's an additional amount over what you initially charged, then they should pay that amount. Also, if the distributor will not play ball and insists on those charges and shipping the flooring, I wouldn't do it. Just order the right stuff from the manufacturer ( the custom stained floring ) Take the stuff that didn't match and put it up for sale on Craig's list. If you price it right, it will sell and you shouldn't get hurt as bad as the deal with the distributor. See if you can get the customer to pitch in something as well. In the end, you would be wise to never promise to match an existing floor.
|