We recently underwent a complete reno of our master ensuite bathroom. We purchased vanity, faucets (shower, tub and sinks), tub, and toilet from Taps and Stone. We spent over $6000 at the store. We waited over 2 months for the 60" vanity to be ready for pick-up although we'd been told it would be 2 weeks. We had to do all follow ups for the status of the order. Finally, the day came to pick up the vanity which was pre-arranged. We arrive to learn no one was in the warehouse to load it and Tom wasn't sure if we would be able to get it. The owner did ultimately load it for us and we were on our way.
After unpacking it and taking it upstairs, we realized it was 72" instead of 60". And, our bad, the invoice had been scratched out from the 60" and replaced with 72" and we were charged for the bigger unit. We called Tom and he indicated that the vanity was not available in 60" and that he would inquire about giving us money back. The 72" meant we would have to pay for the toilet to be moved. We proceeded with the reno making the most of the larger vanity and the money we'd lost. However, we still wanted to discuss the offer of money back, hoping to defray some of the additional costs of having to move the toilet. We did not hear back so our contractor spoke to Tom again who said he would let us know within 2 days. Nothing. Next Jim the owner was engaged. He said he would have come and picked up the vanity had we called (which we did) and we could have picked another. This option was not given to us by Tom and the offer came too late in our reno process. Jim told our contractor he'd give us a $500 store credit but he told my husband we could get 10-15% on our next order! We have no future bathroom renos planned and would not consider using Taps again in any event. Short sighted, Taps. You lost a good customer and all referrals we may have given. I gave a rating of 2 as the materials are lovely but the service experience has been very poor.