Bought HW from them a few years ago. Choose the Signature Plus level as we wanted a top quality consistent wood as this was important to us. Also confirmed our expectations (with the sales rep) of the quality against the sample we were shown. When we got down to installing the wood, there were numerous pieces (approx 15%) per box) that had milky white textures in them. Called them and got the run-around. Typical response of a company that does not care about after-sales service. Only after going to the store and demanding to talk to someone did I get some assistance. They had me contact St Lawrence directly to deal with the problem. Kudo's to St Lawrence as they made things right, came out to inspect, and replaced the bad pieces. Bram HW, did not take any time to do a follow-up and showed a lack of concern for our satisfaction. If you have no other choice but to buy from these guys, make sure you get all your wood in one run (dont split), and inspect it when picking it up/having it dropped off. BTW, when picking up your wood, take a picnic, as the guys in the back are slow as molassis (and this was when there were no other customers waiting...) They work to their own timeclock it seems... The only positive thing I will say is that they have descent pricing. However, it is unfortunate that it appears the company knows this and thinks/acts like they are doing you a favour by selling you hardwood. They should rename the place to Mc Brampton Hardwood.
- Approximate cost of services:
- $5,000.00
- Company Response
We are pleased that the manufacturer, St. Lawrence Hardwood Floors, quickly took care of your concerns. As a retailer, production issues are not in our control and we therefore are unable to send our own employees to provide service. However, we do ensure that all manufacturers we deal with are readily available to satisfy our customers needs (as was clearly the case here). After 25-years in business and about thirty thousand happy, satisfied customers per year, our after-sales service speaks for itself.
We are sorry that you felt that the pick-up went too slowly, Dave. However, in order to be your one-stop flooring store we keep a huge amount of varied inventory in stock and it is sometimes necessary for our order pickers to move quite a bit of product around to get to the needed flooring. We always work hard to get you loaded and on your way as soon as possible, but slight delays are inevitable when dealing with inventory volumes as high as ours. The alternative would be having to order product in like many other retailers. The resulting wait would obviously be much longer, and a return trip would be required. Thats not our way. We appreciate that our customer's time is valuable and want their purchases to be quick and easy.