Vittoria F.

From me,1st response:

Hello,

Kindly, I'm not your average home owner. I have hardwood floors on every floor surface of my 6500 square foot home, besides the bathrooms and laundry rooms. I have and always pay attention to all products I use in my home. My home is also a shoe free home and I clean my home routinely each week, this includes vacuuming. I also mentioned I had gotten my floors re-coated before I had made the purchase. This is when I started using the Roborock. There are consistent amount of marks/ scratches on all my hardwood floors that are going against the grain. In the same pattern and direction. These marks were not there prior before using the Roborock which "you" are not able to see all damage in the photos. I was only able to gather minimal damage of what I was able to capture with my phone. These photos does not remotely capture or show the amount of damage Roborock has made to my hardwood floors.

If tested in labs, why is my roborock working against the grain? Than working, running towards the grain? You claim your Roborocks are designed to be floor friendly and tested in labs. If this is the case, my Roborock should know cleaning or vacuuming against the grain of my hardwood floors is working or cleaning in the incorrect direction of hardwood floors. I find it offensive for you to assume I do not pay attention or care for my home to have overlooked damage on my floors. It's very irresponsible also easiest for you and your company to put the blame on the customer. I know in fact, the Roborock caused such damages to my floor. I stopped using the wet option immediately after noticing such marks. I can also tell you these marks are all consistent in pattern, direction and left overwhelming amount of scratches throughout my entire floor on each level. This means even on areas that have less to no traffic. It's not a coincidence these marks appeared directly after using the Roborock. My Roborock is not an inexpensive piece of equipment. I would not recommend any one to use "Roborock" on hardwood floors especially when it's not working properly witn the grain. Not only did I spend a dear amount of money on this, but if I had known I'd be left with such an inconvenience and added expenditure. If I had known it was not going h to be safe to use on my hardwood I wouldn't have bought it. Instead I'm now stuck with scratch's and bedding to Re-coating all my hard wood floors. Even after I had just gotten them re-coated.I in-fact have evidence to back up my claim. I'm able to get a certified wood floor inspector to inspect the damage. I find the best solution to best resolve this issue to return my Roborock for a full refund. As far as fixing my floors I feel it's unfair to me I'm left to take care of damages on all my floors on my own. I feel Roborock will take zero of any part of this responsibility. Roborock is "NOT"HARDWOOD FRIENDLY. I will do what ever itn my power to post beware reviews and images against your product for all hardwood floor homeowners.

2nd response:
My evidence shows the damage on my newly recoated hardwood floors. The amount of money it's costs to recoat my floors is thousands of dollars. ROBOROCK should be held accountable for putting a product out there as well as advertising it's safe for "ALL" floor surfaces when " ITS NOT". I feel it's unfair to me, I'm left with the full cost of recoating my floors from damages caused by your product. I'm being overly fair to ask for a full refund and you should be lucky I'm not asking for you to pay for the damages.

I recently had the same company back out who recoated my floors prior owning your product. My point here is they left my home last with my hardwood floors looking new. Before coming back out to my home I made sure to make them aware of why they were revisiting my home. They were shocked to see the damages that had been done to my floors by your product "ROBOROCK S7 MAX". They advised me to discontinue any use of the Roborock after they come out to recoat again. This product is either defective or ROBOROCK FALSELY ADVERTISED AND FAILED TO STATE THEIR PRODUCTS AREN'T SAFE TO USE ON ANY HARDWOOD FLOORS OR BOTH. That does not fall on the customer. It's your responsibility to put the correct information out there. This product is useless too me. Unless I would like damages on my floors again. A full refund should not be in question and would be GREATLY appreciated.

I have 2 of the Bai, 4 leg chair bought through questodesign I'm not sure if they were aware, and messaged them about the rubber feet on the chair does not work anywhere with hardwood or wood floors surfaces of any kind. After first Intial use after receiving my purchase I did contact for feet replacements after I noticed damage to my floors, but this did not fix the issue. The chairs are not used often, but I just recently noticed my son started using it again and noticed the damaged have worsened. Here are photos of damages that were caused from the Bai chair to my walnut/hardwood flooring. In the photo you can see the rubber foot is intact, but also not quite protecting the end of the metal leg. Imagine pressure is applied when or while a person is sitting. This then causes the rubber foot to move in exposing the end of the metal leg, where the rubber half circle foot meet, in no longer protecting its surface causing damage. In my case my walnut floors. This is a concern for all consumers. I fell in Love with these chairs while I was at the finest resort and had to get them, but did not expect them to damage my floors. Not only did I have to pay for chairs that I can't use in my home, but now I have an added expense for two bedroom floors that need repairs or possibly refinished. I please ask for my money back on 2 BAI, Silla 4 leg chair because I no longer can use these in my home due to the damage to my floors. If I could I would use them somewhere else, but my entire home has walnut flooring. I would also advise to have their team not sell these chairs to any consumer who will be using these on any wood surfaces. Possibly if the foot design was to be changed in order to be functional for all types of floors this can resolve this issue. Their solution they provided was, I should have gone with different chairs.

I uploaded photos, for some reason they've posted side ways

Ordered Lyft chairs for our showroom. Needless to say the quality of the chair looked cheap in real life than on your site. The fabric was messy and had gotten everywhere during assembling (fell off in ball like). Oh ya beware chair does not come assembled either (not mentioned in chair description) Once chair was assembled fabric was so itchy and too uncomfortable to sit in. I contacted INDUSTRY WEST immediately took them a few days to respond (used the chat on their site). Finally responding back to me I was told there would be a restocking fee and we are liable to ship them back. I had asked if there was a way to ship it back with a shipping label they would provide and deduct it from our amount They said no, they cant do that.
So Went to UPS to ship them back to find out return shipping would cost $400. So I reached out to INDUSTRY WEST AGAIN as to hopes they would make it fees-able to get items back to them but was given the same response as the first time on their return policy.
As a misrepresentation on their site they should be covering all the cost. Though they waived the restocking fee they still are sticking it to us to return items back to them ($400s/h).

The customer service from start to finish was slow (specialist on their chat took a day or sometimes days to respond). The trade discount was not reflecting (took 2 days to get the resolved)and was given a code which came off as a shipping credit. Then I was told I didnt pay for shipping from a support member in which was suppose to be in a form of a trade discount and wasnt. I will not refer your company or buy from your site