Sawyer Mason

Thank you for the note! We'd love to see the finished work. Looking forward to more projects together

Thank you for taking the time to share your experience. We're sorry you're disappointed....we never want a customer to feel this way about a significant investment in their home.

As a returning customer we've genuinely tried to support: when a similar concern arose in 2020, we provided replacement planks at no charge, and we were glad you chose us again in 2023.

After carefully reviewing your most recent case, our team identified two contributing factors that fall outside the scope of a product defect. First, all hardwood floors require indoor humidity maintained between 35–55% RH where your readings fell below that range, which causes wood to contract and can lead to knot release and gapping.

This isn't fine print; it's a fundamental property of wood.

Second, as an oil-finished floor, this product requires Rubio Monocoat cleaner exclusively for cleaning and care. Using water or incompatible cleaning products on an oil finish breaks down the finish and accelerates drying and shrinking of the wood beneath it.

When improper cleaning and low humidity occur together, the damage you've described is unfortunately the predictable result ...and does not reflect a flaw in the product itself.
We do wish these care requirements had been communicated more clearly at the time of purchase, and we take that feedback seriously. We're happy to talk through your situation further, please reach out to us at sales@sawyermason.com.

Thank you for sharing your experience, Samantha. We're truly sorry to hear that your floors haven't met your expectations, we take all feedback seriously, especially from a homeowner with your level of experience.

We do want to share some important context for others reading this review. Our 'Monterey' French Smoked Oak, like most water-based finish products, is designed and tested to perform beautifully under normal residential use. All of our Bona-finished floors are sealed with 7 layers of polyurethane for an exceptionally durable finish. That said, all wood floors can be sensitive to certain cleaning products, furniture contact, abrasives, and humidity fluctuations ...... factors that can sometimes contribute to premature wear depending on species and finish technique. This is not exclusive to Sawyer Mason floors. To keep our Bona-finished floors looking and performing their best, we recommend exclusive use of Bona products.

Regarding your service experience: according to our records, you reached out to us on Sunday, 11/23/25, and a technical representative contacted you first thing Monday morning, 11/24/25. At that time, we agreed that photos of your Monterey floor would be needed to better assist you, however, we never received them. We remain ready and willing to help.

As for the dealer [Stonewood], they have been a strong partner with many successful installations, but we will absolutely be following up with them on the service side to see how we can work together to improve their process.

Please don't hesitate to give us a call or send us an email... we'd love the opportunity to get this resolved for you.

Thank you for the review! Looking forward to more projects in the future!

Thanks for the great review Matt! Your project is just stunning.

Thanks for the note Mike! We'd love to see photos.