Kennebec Lumber Co

Write a Review207-643-2110

CLOSED NOW - Opens at 6:30am

Made a significant mistake and had no interest in helping make it right -

I called Main Traditions Flooring (MTF) / Kennebec Lumber and spoke to customer service/inside sales to verify their Maple Natural product had gone unchanged (gloss, grade, finish) and I was able to order more to again extend an existing floor. MTF assured me the product was still available and specifically confirmed no change in gloss or grade or finish.

The additional flooring was purchased, received & receipt inspected. The floor was installed 1-week later, by an installer. When I returned home it was instantly clear the floor did not match.

Closer inspection revealed the change in finish (gloss vs. mat) and the change in heartwood-to-sapwood ration (grade) were subtle enough to be missed at receipt inspection but obvious post install. Follow on dialog with Joe F. (MTF) revealed the Maple Natural product was in fact changed at some point 2012 and the name remained the same. The "new" inside sales team was not trained accordingly and provided me inaccurate counsel upon initial contact.

I spoke with Mark K. (man in charge) he seemed reasonable and agreed to explore options (he suggested a refinish may be an option) to make the mix up right. He agreed to call me back after review in house. After 1-week with no return call I followed up and left Mark a polite voicemail. The following day his assistant phoned me back, was kurt, had no empathy and made it clear she was instructed by Mark to convey their unwillingness to in any way help navigate this situation.

I proposed a 0$ option (no cost to MTF). I requested they offer me a second floor at their cost and reimburse me the margin they made on the first (incorrect) floor. I agreed to shoulder the cost of a replacement floor, the cost to remove and dispose of the incorrect floor and re-lay the new floor. Shantrel made it absolutely clear Mark's instructions were to make no concessions and take no action to remedy this unusual situation.

Please do not buy flooring from this company. Even the smallest of drips on the floor takes the finish off. The finish even comes off in places where the water never touches it. None of this is covered by the warranty. We are constantly wiping up even the smallest of drips.