Southend Reclaimed

Honesty and integrity are the backbone of our company and something we take extremely seriously. We have been in business for over 15 years and have thousands of happy customers. (See https://www.southendreclaimed.com/testimonials/ for just a few; we are happy to provide references for MANY others.) In the true nature of business, customer concerns do arise, but when that happens it is our practice to always respond immediately and go above and beyond the call of duty to make the situation right. That is what we have endlessly tried to do for Ms. Pesterfield, but she has continually refused to allow us to inspect the flooring despite her complaint.

Ms. Pesterfield’s comment about the delivery being late makes no sense, as she received her flooring the week of July 1st, 3 weeks before her installation date. We first learned she was unhappy when she called to complain on July 23rd. We immediately jumped into action and arranged for a top-notch 3rd party milling specialist to be at her site by 8:00 a.m. the next morning to assess the situation and fix any problems on-site if needed before the installation. To our surprise, she refused this and refused to allow us to see the delivered product that she claimed had issues, and went ahead with the installation. She then later asked for a 25% refund - we told her we were willing to consider a refund, but we would just need to see the problem with the flooring first. She continues to refuse to allow Southend to see what she claims is a problem. We have repeatedly called, emailed, and texted Ms. Pesterfield to try and remedy any situation that actually exists, but she will not respond, except to threaten us and demand a 25% discount without showing us any proof of the problem.

We believe we have handled this situation with integrity and stand behind our actions. Our offer remains open that if Ms. Pesterfield allows Southend to inspect the flooring, we are willing to make an adjustment if there is any actual problem.