All the best companies including ours have jobs go wrong. Its how you put them right that counts!
During 2009 we, JFJ Flooring, supplied and engineered floor to one of our clients. For some unknown reason that we still never really got to the bottom of the job went wrong. As a family business and the majority of our orders coming from recommendations we had to sort this out. This was the first problem we have never had with engineered flooring coated with treatex and we do sell several thousand pounds worth every day. I would like to thank treatex for their efforts and help to help us at jfj flooring sort this problem out working tightly with us and not leaving us in the cold. Below is the case study that Dave and Vicky our clients were kind enough to send back to us. Many thanks also to Dave and Vicky for their business with us at JFJ Flooring and their understanding with us while we put the job right asap with least inconvenience to Dave and Vicky.
Case Study – Wokingham
When deciding on a floor to buy, my husband Dave rang a few different companies he found after a search on the net. He compared products and they all seemed fairly similar but the company that stood out in his mind was JF Joinery (JFJ Flooring). John, the owner, spent a lot of time on the phone to Dave and talked him through in detail the qualities we should be searching for regarding floorboards, how to lay them and the wood stains he recommended. Although not the cheapest boards, the cost was on a par with most others, and as John had been so helpful, the product quality excellent, and he sounded ‘a nice guy’, we made our purchase.
As it turned out, we were exceptionally pleased we took this approach! We did everything as discussed – the boards were laid, the dark oak stain applied, dried and the furniture went in. Within a day or so, we noticed small scratches were appearing on the surface of the boards. Then day by day, the number of marks and scratches grew and grew, sometimes with large ‘peelings’ of oak stain coming off and revealing the original light wood underneath. In weeks our beautiful floor had turned ugly and clearly something had gone wrong.
We had a number of questions – what caused this to happen, is it fixable, how do we fix it and how do we know that it won’t happen again? As a first port of call, we went to the stain manufacturers ‘Treatex’. Their initial assessment was that we must have put the stain on incorrectly as our boards were extra dark to how ‘dark oak’ should turn out. We believed we had followed their instructions. Scratching our heads and not happy with this answer, Dave called John to see if he could shed some light. John from JFJ Flooring was fantastic. He took our concerns seriously and requested pictures to help him form his opinion. He called straight back after seeing the pictures and said that he hadn’t seen anything like this before – ever – and that he would get to the bottom of it. John was concerned for us as well as his other customers who had bought similar wood and stain combinations. John got together with Treatex and used samples of the wood we had bought with the stain – a few turned our fine while others didn’t. They reached the conclusion that the manufacturer had treated the wood with a different type of initial oil to that which it was supposed to have been treated with. This led the treatex hardwax oil to sit on the surface rather than soak into the boards and easily chip off. The manufactures of the flooring were on new year holiday so they couldn’t confirm or deny. Despite this, John pushed ahead with a resolution for us. He asked Treatex to visit our house, assess what needed to be done to repair the boards and together they arranged for professionals to come in, sand the boards back, remove the oil and reapply the Treatex stain. This was all done while we were away on holiday to minimise disruption and allow the sanders full access to the areas required.
" In every business sometimes things don’t go exactly right, and it’s how the customer is dealt with in these circumstances that separates the professionals from the cowboys."
We walked back from our holiday into a beautiful hallway, living room and dining room and, months later, not a scratch to be seen. In every business sometimes things don’t go exactly right, and it’s how the customer is dealt with in these circumstances that separates the professionals from the cowboys. Thank-you John, your honesty, integrity and customer service have been exemplary and we have no hesitation at all in recommending you to friends and family.
Vicky and Dave (aka John G!)