Theflooringguys.com.au Store Warning

I placed an order for floorboards with this company in early June. Following the purchase, I received no information regarding when the order would be ready for collection. After 10 days I replied to the order confirmation asking when it would be available, but no response. Then I called them in July, their representative apologised and offered free delivery for the upcoming Friday. The delivery never arrived, and the company made no attempt to communicate the delay. I then called again to follow up as I heard nothing and obviously the product was still undelivered, and I was explicitly promised a full refund. However, after being promised this refund, I became concerned that the company might attempt to force an unwanted delivery to bypass my right to the agreed upon money back. Shortly after that call, I received messages trying to pressure me into picking up the order at their Slacks Creek location instead. I declined, reminded them of the agreed refund, but the runaround continued. Throughout this entire ordeal, communication has been highly unprofessional, requiring me to correspond through up to now 4 different personal mobile numbers that contact me. In an attempt to resolve this, I visited the store in person. The staff member claimed the showroom was "disconnected" from the warehouse and could not process the refund directly, but assured me they would call them to finalise it. I am still waiting - so obviously another lie. After this I sent a written email outlining the timeline thus far, and that I request only written communication going forward and that I was expecting my refund as agreed. After sending this I was CALLED (I didn't pick up) and TEXTED again asking if they could deliver. Someone else replied to the email saying "We will definitely deliver on Wednesday, if not delivered, the refund will be processed instantly." Firstly disregarding that a refund was agreed upon and not delivery, and of course I have not received the refund, so now I am leaving my honest reviews. In my opinion, I would strongly advise against using their bank transfer promotion despite the discount, as you will really need and want the security of a credit card chargeback if things go wrong. As you can see by looking through ProductReview and Trustpilot, my experience is far from isolated. The runarounds of delays, zero communication, shifting excuses, and withheld refunds are a clear recurring pattern. Their negative rate on ProductReview is currently at 39%. While their public review score on Google may look high, this does not reflect real customer experience. Based on my experience and similar reports online, this business appears to rely on communication breakdowns and prolonged delays, knowing that most consumers are too busy with work and daily life to endlessly chase them for resolutions. The combination of unreturned communication, shifting excuses between showrooms and warehouses, and withheld refunds points to a systemic pattern with the aim to exhaust you into eventually giving up, as you may not have the time or resources to pursue formal legal channels and are left stuck absorbing the financial loss. I am escalating this matter to the relevant authorities.