Bruce Hardwood Flooring
Reviews and Complaints

Our floors have the finish worn right off where the grain is higher, it is under 5 years on a 25 year warranty that specifically states "we warrant to you that for the period indicated (25 years)the finish on the covered product will not wear through and the finish will not separate from the flooring, under normal household use and when maintained within accordance of our recommended maintenance guidelines".
They denied our claim stating it's a "high traffic" area. We are a single family home, there is no "high traffic" here, it's just normal household use!
Then they said it could be due to "maintainance or excessive moisture intrusion". We used only Bruce hardwood floor cleaner and there is no moisture, it's nowhere near any moisture.
This is unacceptable, I also see other reviews with the same issues. DO NOT USE THIS COMPANIES PRODUCTS. They do NOT honor their Warranty, even when it's clear their product clearly has a problem. Shame on them, I will be taking this further! RUN FAR FAR AWAY FROM THIS COMPANY & THEIR PRODUCTS!

In February of 2017 I had Bruce Hardwood Floor professionally installed in my home I purchased the flooring at Home Depot and they recommended one of their installers. About six weeks ago, I noticed the floor was starting to buckle up first in one spot now in several spots the entire first floor of my home had the hardwood put down. I contacted installer he immediately came and seems to feel it is flooring. We then went to Home Depot they filed a complaint with Bruce flooring one month ago. I immediately received a call from a company in Georgia saying they handled complaints and would assign my case to a representative in my area they advised me if I didn't hear from anyone to call them in one week. After one week I didn't hear from anyone called them back and was told they are having trouble finding someone to come out and the owner was out on an inspection they would call me back no word as of yet and that was six days ago. The installer then returned to Home Depot twice and is being told that Bruce hardwood flooring is not returning their phone calls This floor needs to be either replaced or repaired it is eight months old

Purchased special order from Home Depot of 5 " wide 3/4 thick solid wood vintage oak flint 1000 sq ft. Bruce American Vintage Handscraped collection. Installer with 30 yrs of experience advised of poor quality of flooring. Floors have holes from knots, marked by red markers, different stain pieces in box and started cracking and peeling right after installation. Over 50% of planks were deemed as defective by Home depot reps themselves. Waiting to hear from Bruce reps for more than 2 months. Paid top dollars for boxes of defective wood which said proudly manufactured in the States. Can't walk barefoot because of splinters! Promised 50 years of warranty?

Thank you for submitting a Review! Thank you for submitting the following review of a Bruce wood_floor: The flooring was delivered with slices in many of the planks. It looks as though what ever cuts the wood or finishes the wood had an issue. It is known to be a very hardwood. The floors were installed 3 years ago and are scratched so bad they need to be replaced. People Come to look at our remodel and are horrified of the flooring. We had the flooring tested at Forest Product laboratory a division of US Forest Service. At that time they indicated it was a very young tree with a hardness value of pine. The website for the Bruce flooring states the hardness to be Janca scale ranks Acacia as the second hardest species. We have changed out flooring at a different property with Acacia from a different company and was extremely satisfied

I bought 1040 sq ft of Bruce engineered wood flooring with a 25 year warranty. After 12 years the flooring is falling apart--even the two extra boxes that have been stored and never installed. The BPI sales rep and regional manager performed an on-site inspection and took flooring samples. Corporate determined the flooring is performing as designed. Really? It was designed to fall apart after 12 years when it has a 25 year warranty. I'll never buy another Bruce product!

In July 1998, we purchased Bruce Traffic Zone Laminate flooring (in a light Maple color) for our kitchen/dining room. Last October (2002) we noticed that the flooring was turning green where the sun shown on it. We had kept a box from the flooring along with our receipt that showed that there is a fifteen (15) year warranty on all residential installations. Usually the store where the flooring was purchased would take care of any warranty issues. In our case the store that we had purchased the flooring from had gone out of business. We had to contact the manufacturer Bruce (Armstrong Flooring) to get the warranty upheld.

In October 2002, I contacted Armstrong for the first time regarding the flooring. I spoke with Tommy. First he denied that the flooring was under warranty for discoloration. When I said that I had a copy of the warranty from the box of flooring he said that is was under warranty. I faxed a copy of my receipt from the flooring. In November he indicated that someone would come to inspect the flooring after the holidays.

In February 2003, I contacted Armstrong again after having to further contact from them since November. This time I was assigned to Kristina. First she denied that the flooring was under warranty for discoloration. When I said that I had a copy of the warranty from the box of flooring she said that she would check and then called me back in March to tell me that is was under warranty.

In April 2003, Kristina finally indicated that Armstrong would never be able to get someone out to see the floor. I took a picture and emailed it to her. I faxed a copy of my receipt after repeated conversations during March and April with Kristina Garcia. I then found a separate receipt for trim moldings. I taped the other receipt to the same sheet of paper as the flooring receipt and faxed it again. She said that she had received the receipts and that Armstrong would send a fax that I would have to have notarized and then mail back to them. They would then mail me a check for the flooring materials. I called after 7 days and left a message for Kristina. After another week and no contact, on April 22 I contacted the BBB.

May 22, 2003 I was contacted again by Armstrong (Joan) and was told that the appropriate person would contact me. Two weeks later I called Joan again after no contact. The next day I got a call from another Armstrong employee I called back and left a message that day. The next week I finally got a call from Pamela. She indicated that all they had was a page with the molding receipt and no flooring receipt. Not only had the receipt for the flooring been faxed three times, but in addition the receipt for the flooring was on the same page as the receipt that Pamela said that they had. Kristina had told me in April that she had the receipts. If indeed their fax machine only printed the right half of the fax that I sent, why didn't Kristina call me on April 10, when I faxed it twice? Why didn't she call me the next week when I left a message for her? Why didn't she send me a letter until she was contacted by the BBB? Yes, the letter that was sent was just a CYA and was not to help me in any way.

On June 10, 2003 I faxed the receipt again to Pamela. She called me later that day and said that she did not have the fax. The next day, she called and said that she did have the fax with both receipts.

On June 12, I received a release that I was supposed to sign and send back. The release stated that I have received money for the flooring and that Armstrong has no further liability. I did not receive a check with this letter and no one at Armstrong signed the release. It was also vague enough so that if we had any other Armstrong flooring in our house, they would have no liability on that flooring either.

I contacted Pamela with my concerns regarding the release. She said that she would look into it. She emailed me a week later to make sure that I was getting her emails. Ten days later when she had not contacted me, I emailed her. She said that I check was being sent out that very day. I have actually received a check from them.

I was very upset that they would send a letter to me and then one to the BBB indicating that they were waiting on me. The employees at Armstrong made very little effort to resolve this complaint. Kristina never called in over a month to say that they needed more information. I initiated all of the contacts after I was left hanging for months on end, why would I withhold information? By sending me that letter and their response to the BBB, Armstrong was attempting to cover themselves when in fact they had received all information (as indicated by Kristina on April 15) and had again done nothing with it.

Armstrong did a very poor job trying to resolve this issue. If I had not called and emailed when they had stopped contacting me, this issue would not have been resolved. As it was it took me over eight months to finally get a check from them.

My husband and I purchased Bruce Flooring Exotic Walnut Laminate for 6 rooms/halls in our home, and installed it ourselves. We loved the flooring for the first year. Now, only 3 years after installation, the floor looks horrific. We are careful to use only the recommended cleaning products, and walk around in socks all the time. It's chipped a couple places - one legitimately by a heavy object, but the other was only a drink coaster. The flooring store where we purchased the product has been very slow in responding to our claim of a substandard product. They've already stated they'll "make it right" but are dragging their feet and keep asking us to try this and that, while at the same time telling us they know what we're trying won't fix the problem. The manufacturer, Bruce Flooring, of course, denies any problem. Their sales rep came to our home and pretended not to see a problem at all and was very insulting. The flooring product has a 30 year warranty on the finish, but who cares about the warranty if the floor looks horrible after only a few years - no way it would actually last 30 years! It's a substandard product and you'd think the flooring company and the manufacturer would want to satisfy their customer with a quality product. Guess they're satisfied in selling poor quality products - at a substantial cost! We can't afford to rip this stuff up and replace it, so guess we're left with covering it up with area rugs. So disgusting. I'll never recommend Bruce Flooring to anyone. We're still working with the local flooring store and praying they'll actually make it right by replacing our floor with a quality flooring product.

I bought and installed Bruce pre-finished hardwood solid oak flooring. This product was bought a Home Depot about two years ago. The first year the smell was expected since it was new, now after two years we both are now getting headaches and have to leave the windows open all the time. Bruce will not return any of my letters. does anyone have the same problem? Now we have to tear it up and put something other than their product.

In July 1998, we purchased Bruce Traffic Zone Laminate flooring (in a light Maple color) for our kitchen/dining room. Last October (2002) we noticed that the flooring was turning green where the sun shown on it. We had kept a box from the flooring along with our receipt that showed that there is a fifteen (15) year warranty on all residential installations. Usually the store where the flooring was purchased would take care of any warranty issues. In our case the store that we had purchased the flooring from had gone out of business. We had to contact the manufacturer Bruce (Armstrong Flooring) to get the warranty upheld.

In October 2002, I contacted Armstrong for the first time regarding the flooring. I spoke with Tommy. First he denied that the flooring was under warranty for discoloration. When I said that I had a copy of the warranty from the box of flooring he said that is was under warranty. I faxed a copy of my receipt from the flooring. In November he indicated that someone would come to inspect the flooring after the holidays.

In February 2003, I contacted Armstrong again after having to further contact from them since November. This time I was assigned to Kristina. First she denied that the flooring was under warranty for discoloration. When I said that I had a copy of the warranty from the box of flooring she said that she would check and then called me back in March to tell me that is was under warranty.

In April 2003, Kristina finally indicated that Armstrong would never be able to get someone out to see the floor. I took a picture and emailed it to her. I faxed a copy of my receipt after repeated conversations during March and April with Kristina Garcia. I then found a separate receipt for trim moldings. I taped the other receipt to the same sheet of paper as the flooring receipt and faxed it again. She said that she had received the receipts and that Armstrong would send a fax that I would have to have notarized and then mail back to them. They would then mail me a check for the flooring materials. I called after 7 days and left a message for Kristina. After another week and no contact, on April 22 I contacted the BBB.

May 22, 2003 I was contacted again by Armstrong (Joan) and was told that the appropriate person would contact me. Two weeks later I called Joan again after no contact. The next day I got a call from another Armstrong employee I called back and left a message that day. The next week I finally got a call from Pamela. She indicated that all they had was a page with the molding receipt and no flooring receipt. Not only had the receipt for the flooring been faxed three times, but in addition the receipt for the flooring was on the same page as the receipt that Pamela said that they had. Kristina had told me in April that she had the receipts. If indeed their fax machine only printed the right half of the fax that I sent, why didn't Kristina call me on April 10, when I faxed it twice? Why didn't she call me the next week when I left a message for her? Why didn't she send me a letter until she was contacted by the BBB? Yes, the letter that was sent was just a CYA and was not to help me in any way.

On June 10, 2003 I faxed the receipt again to Pamela. She called me later that day and said that she did not have the fax. The next day, she called and said that she did have the fax with both receipts.

On June 12, I received a release that I was supposed to sign and send back. The release stated that I have received money for the flooring and that Armstrong has no further liability. I did not receive a check with this letter and no one at Armstrong signed the release. It was also vague enough so that if we had any other Armstrong flooring in our house, they would have no liability on that flooring either.

I contacted Pamela with my concerns regarding the release. She said that she would look into it. She emailed me a week later to make sure that I was getting her emails. Ten days later when she had not contacted me, I emailed her. She said that I check was being sent out that very day. I have actually received a check from them.

I was very upset that they would send a letter to me and then one to the BBB indicating that they were waiting on me. The employees at Armstrong made very little effort to resolve this complaint. Kristina never called in over a month to say that they needed more information. I initiated all of the contacts after I was left hanging for months on end, why would I withhold information? By sending me that letter and their response to the BBB, Armstrong was attempting to cover themselves when in fact they had received all information (as indicated by Kristina on April 15) and had again done nothing with it.

Armstrong did a very poor job trying to resolve this issue. If I had not called and emailed when they had stopped contacting me, this issue would not have been resolved. As it was it took me over eight months to finally get a check from them.