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July 2022 by Matt Nguyen
This is a review for ProSource/Cinderella Flooring in San Luis Obispo for a quartz countertop purchase and install.On February 13, 2022, I noticed a crack on my quartz countertop that was installed less than a year ago, purchased through ProSource/Cinderella Flooring in San Luis Obispo and installed by their subcontractor, Presidio Tile & Stone. When I emailed the contacts whom I purchased from originally with the issue and pictures, Heather is the one who responded and noted in a text message with the following:"That is definitely a warranty issue and I will get started working on getting material for it. Give me a call and I'll let you know how the whole thing will go from here."After speaking to Heather, she told me that she was taking care of the warranty claim. Months go by with no update. I have to continually email Heather to find out what is going on. Only answer I get is that they are trying to contact the manufacturer again.Finally, in May, a company calls to schedule an inspection, where the inspection takes place on May 23rd. No information is provided from ProSource. Inspection company tells me that the inspection report will be sent to the manufacturer and to communicate with the fabricator/reseller for result. I proceed to email Heather at ProSource the information given to me by the inspection company and to ask what the next steps are and who the manufacturer will make contact with, me or ProSource. A week goes by and I get no response. So I email Heather again on May 31st, no response. Emailed again on June 8, no response. I try contacting the inspection company and they said to contact the manufacturer or reseller. Tried multiple times to contact the manufacturer but get no response. On July 8, I email Heather again and I finally get a response that I should have gotten a response on June 28 (never did). Coincidentally, I finally get a email response from the manufacturer that day with information saying that the crack was not a result of defects in the quartz and is not covered under warranty. Response was:"The surface will not crack unless external force or interaction causes the crack such as impacts, uneven cabinets/flooring, structural settling/movements, inside corners without a smooth and proper radius, thermal shock (use of crockpots/skillets, or other hot items placed on the countertop)."When I emailed Heather about next steps as I have had the counter less than a year, and I believe that it was an issue with the install. I have not used or have any hot items on that side of the kitchen, and the countertop was set on existing cabinets, so I mentioned that ProSource should stand behind their work and the work of the sub-contractors. Response I received was that ProSource would not do anything and gave me a number to someone that could repair the counter. Exact wording was that the "matter was out of their hands", which to me, is not willing to stand behind the work because the manufacturer declined the warranty claim. So going back to the original response I received, I was given false information that the crack was under warranty and no material was actually being gathered. Essentially, I feel like I was lied to.I will never go back and buy from ProSource. With their lack of communication and not standing behind their work or the work of their subcontractors, I won't be recommending their business or use ProSource in the future.
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July 2022 by Matt N.
This is a review for ProSource/Cinderella Flooring in San Luis Obispo for a quartz countertop purchase and install. On February 13, 2022, I noticed a crack on my quartz countertop that was installed less than a year ago, purchased through ProSource/Cinderella Flooring in San Luis Obispo. When I emailed the contacts whom I purchased from originally with the issue and pictures, Heather is the one who responded and noted in a text message with the following: "That is definitely a warranty issue and I will get started working on getting material for it. Give me a call and I'll let you know how the whole thing will go from here." After speaking to Heather, she told me that she was taking care of the warranty claim. Months go by with no update. I have to continually email Heather to find out what is going on. Only answer I get is that they are trying to contact the manufacturer again. Finally, in May, a company calls to schedule an inspection, where the inspection takes place on May 23rd. No information is provided from ProSource. Inspection company tells me that the inspection report will be sent to the manufacturer and to communicate with the fabricator/reseller for result. I proceed to email Heather at ProSource the information given to me by the inspection company and to ask what the next steps are and who the manufacturer will make contact with, me or ProSource. A week goes by and I get no response. So I email Heather again on May 31st, no response. Emailed again on June 8, no response. I try contacting the inspection company and they said to contact the manufacturer or reseller. Tried multiple times to contact the manufacturer but get no response. On July 8, I email Heather again and I finally get a response that I should have gotten a response on June 28 (never did). Coincidentally, I finally get a email response from the manufacturer that day with information saying that the crack was not a result of defects in the quartz and is not covered under warranty. Response was: "The surface will not crack unless external force or interaction causes the crack such as impacts, uneven cabinets/flooring, structural settling/movements, inside corners without a smooth and proper radius, thermal shock (use of crockpots/skillets, or other hot items placed on the countertop)." When I emailed Heather about next steps as I have had the counter less than a year, and I believe that it was an issue with the install. I have not used or have any hot items on that side of the kitchen, and the countertop was set on existing cabinets, so I mentioned that ProSource should stand behind their work and the work of the sub-contractors. Response I received was that ProSource would not do anything and gave me a number to someone that could repair the counter. Exact wording was that the "matter was out of their hands", which to me, is not willing to stand behind the work because the manufacturer declined the warranty claim. So going back to the original response I received, I was given false information that the crack was under warranty and no material was actually being gathered. Essentially, I feel like I was lied to. I will never go back and buy from ProSource. With their lack of communication and not standing behind their work or the work of their subcontractors, I won't be recommending their business or use ProSource in the future.
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January 2022 by Anthony F. A.
Salesperson Katelyn is a pleasure to work with. She is precise, prompt and has insightful knowledge of tile product(s). Katelyn, along with Pro Source business, is highly recommended for your tile and flooring needs.
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December 2021 by Barry G.
This is the second time that we've hired ProSource for projects and I'm pleased to say that both experiences were excellent. Our most recent project involved the installation of hardwood floors in our home. We worked with Cheryl Talbott, the manager of the San Luis Obispo store who helped us select the perfect flooring (white oak, wide planks) and regularly communicated with us throughout our the duration of this project. She is patient, a good listener, and understood and delivered exactly what we wanted. My wife was a little apprehensive about our project at first as it included removing a large amount of tile. However, thanks to Sammy, an expert in tile installation and removal it turned out she had nothing to worry about. Both the demolition and removal of the tile as well as the installation of our new hardwood flooring was done perfectly. If you're looking for great service, highly trained staff and reasonably priced flooring we recommend that you consider hiring ProSource, San Luis Obispo for your next project.
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October 2021 by David Loughran
Great and friendly staff ?
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August 2021 by Edward R.
(This review is for the SLO branch as there seems to be reviews for other branches mixed in here) The customer service of this company is pathetic! Their installers could not figure out how to trim our stairs after installing the flooring. After two botched attempts (see photos) and many unreturned phone calls, both Sheryl and Isiah came out to look at the work separately and both agreed that it was not suitable. Their lack of response to the issue is the real problem. We have been trying to get them to remedy the situation for over two months now. They make promises like "We'll have someone fix it this week" and then nothing, not even a phone call (that was two weeks ago). Their communication and follow-through are non-existent and what is worse is that they truly don't seem to care. I will never use this company again and I will advise my friends and family to also avoid them. This is/was a very frustrating experience.
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June 2021 by mike moreno
Purchased "Luxury Vinyl" flooring from Pro Source. Less than two years later its peeling and peaking. Had three inspections on product and installation. Pro Source provided inspector of course called it an install issue. Two independent inspectors advised me and my wife that the product we purchase was of "Poor Manufacture". We have been trying to get Pro Source to fix the issue but they are not willing to do anything. I would NEVER Recommend this supplier...EVER! If I could give negative stars I would.
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December 2020 by Sue G.
I worked with Cindy at Pro Source in Rancho Cordova for the last couple of months. Cindy was so patient with me. I found her so helpful, she ordered so many carpet samples and had them shipped directly to me because I could not make a decision. I wish I knew all the products they had before I made decisions, they have everything there. Coming from Rocklin, it was worth the drive in savings and the best customer service. Tomorrow I will be having my carpet installed. Can't wait! Ask for Cindy she was so helpful.
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December 2020 by Dillon D.
The customer service from this company is ATROCIOUS! If you want sub-par work and very workers use this company. Trust me. Go somewhere else. They show with no masks on and I have to ask them to put them on.... the old man Jim is a just plain rude and doesn't know when to just his mouth and just do his job. I highly recommend you let your workers know they are in the customer service business. I will let all my friends and family know to never use this company again. Hope you improve your practices.
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November 2020 by Cheryl Talbott
10,000 square foot showroom full of tile, hardwood, carpet, cabinets and countertop samples. Everything you can imagine!
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June 2020 by Shelley M.
Heather has been a joy to work with. I was overwhelmed with choices and decisions. She helped me narrow things down, and I'm so excited about how beautifully coordinated everything looks without being too matchy matchy. It's an easy trap to fall into. OR you like so many pretty things it ends up looking like you went to a high end swap meet over a course of 6 months and picked up something new every time. She was great about communicating about lead times during all of this Covid craziness, because some vendors closed down and have a backlog, and some kept on going. Anyway, my bathroom is gorgeous, thank you so much Heather!
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May 2020 by Patrice Lester
I love the selections and the staff--very friendly and helpful. Customer service is exceptional, lots of great products to select from.
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January 2020 by Mary S.
The staff was nice, except for Cheryl/Sheryl? I won't go back. Condescending snob.
