Go back to the supplier

No this is not correct. Are you sure you got what you paid for? Agree, go back to the supplier.

Thanks for this, I called them and sent a photo, they will reply Monday.

Do you have any boxes of what was installed? Are there details of the product you’ve paid for on a receipt etc? I’d be investigating the specifications of the product on the manufacturers website before talking to the supplier. It’s hard to tell from the pic but that doesn’t look like what I’d expect engineered flooring to look like.

country. The strong boards are made up of 11mm of thin birch layers placed in alternating directions. Bonded to a 4mm lamella of Oak, these boards come with a 25 year structural warranty.
This is the description on their website, does this sound right? Thanks for your advice.

I would have expected engineered wood to have a solid top layer not 11mm of individual layers. Am I reading that right? The top layer is actually made up of other layers? The 11mm sounds good, and above average for a top layer, until you read that it is made of individual layers. The very top layer is the wear layer so it’s this thickness that counts. Do you have that detail? The structural warranty won’t cover the damage shown but flooring should wear better than to scratch like that. Do you have any off cuts you can scratch and post the pictures, particularly a cross section? Does the manufacturer website definitely say it can be refinished? I’d like to know how they’d refinish the board you’ve posted. Post back what the supplier says on Monday.

Thank you for this, I will look into it and share.

This is a cross section of engineered wood floorboards. The photo you have posted looks like blue board with a painted surface…..definitely NOT an engineered timber floor board.

Maybe laminate flooring has been installed, not engineered flooring?

I’d be concerned about the lack of durability. You should be able to pick for replacement under Australian consumer laws

Thanks for updating us. Have you confirmed that the product that was installed is the product you choose and paid for?

How did your inspection with supplier go? I

Hi. They came out today to assure me it is engineered wood and brought a sample and it does look like engineered wood and they took pics to send someone out to fix it with wax. Will keep you posted.

Things do happen and I’m generally pragmatic but a wax fix doesn’t seem to be a full repair of a relatively new installation. Is it in a traffic area? Are they offering any warranty on the repair?

What is the blue then? The engineering timber should be a layer of about 8mm to 11mm depending on quality. Why is there a paper like substance on top of a blue board? Have a you got any off cuts, from your installation, that you can actually look at. Not what they gave you as a sample.

You don’t have 11mm of timer layers something is really wrong

I am very confused, they said it’s a layer of lacquer to give the look of the knots and did say the product can be sanded back a few times but I asked if it would then be this black layer and they said they would sand past it. I am just worried they won’t fix it, I will give them some time to repair it but at this stage we are still quite confused

Yes I do have cut offs and we dug onto it with a knife and it was thick timber, I asked if this could be a faulty piece

Laminate flooring still has a core layer of timber in some form. It is under the layer of coating and image. Engineered flooring has the top layer of actual timber, then the subsequent layers. Will await the repair outcome. Very intriguing 🤔

It is very intriguing and I’m not sure what best advice to offer. If the product is through a substantial part of your house and you’re not happy with the suppliers advice and/or repair I’d consider getting in a paid external advisor to assist with you negotiating an outcome. You say you have offcuts from the installation. So they scratch and mark on the same way?

Yes that’s a good idea the offcut was like a proper piece of engineered timber. It really is intriguing and confusing, just hope they can repair it

Was the offcut from your installation or elsewhere?

From our install. So strange

That is very strange. Anyway wait and see what they come back with and hopefully you’re happy with it.