Terrible experience purchasing hardwood flooring
Our general contractor sent us to this company. The showrom is small with a limited selection of laminates and hardwood (UPDATE: They have increased the size of he showroom). We selected the hardwood (oak) that our contractor suggested in the colour we liked. The trouble began just after we paid. The delivery was late and then our contractor instructed us to cancel the order and get out money back as he was having difficulty with the same product at a different job site. We were not able to send it back unless we paid a restocking fee (25%, but lowered to 15%). We decided to go ahead wit the order as Tim (the person we were dealing with at CRC) promised than any defective planks would be replaced no question asked. We were also in a rush as we needed to move into the house. The flooring came in two batches (same wood and stain), that were not compatible. The tongues in the one batch was too long for the grooves in the other. In addition, many of the planks had scratches and cracks. I wish that we had looked at other suppliers or that we had paid the restocking fee. The product had sub-par planks, given the price we paid. I would not recommend this supplier. Find a supplier with positive recommendations (CRC was not even listed on Homestars).
- Approximate cost of services:
- $4,000.00
- Company Response
Justin, you came to us with your complaints and after hearing you out, I took your complaints seriously. I brought you the factory specialist from our supplier, a Canadian company manufacturing wood from Quebec who have been in business for over 20 years. I brought the hardwood expert to your home and we did not even find 10 uninstalled planks of defective hardwood (which is less than 1% of total hardwood used). The factory expert checked the floor plank by plank, and we found one very minor deficiency (which your contractor should not have put in, in the first place).
I called you and told you that we will reimburse you for any faulty pieces, installed or otherwise --- no other suppliers will go to that extent as industry standard is 2-3%.
I went above and beyond to help you sort things out, the hardwood I sold you was as close to impeccable as you can get. Please post pictures of the finished installed hardwood so people can judge.