We came to this store because of positive reviews on Homestars originally. We needed hardwood floors and vanities for our custom built home. We couldn't get in touch with our contractor to approve the purchase, but Nemo had instructed us (and written on the invoice) that as long as the product had not shipped, a full refund was promised. Our contractor had not approved the flooring in the end and the refund took an extended amount of time with phone calls every day and excuses why Nemo could not come to the phone. I have never heard of a person who went on so many vacations and had so many family emergencies. Finally after threatening to report them to Visa, we got a cheque. We ended up keeping some flooring for our basement, and I gave them a 2 because the quality of that flooring was great. We are very happy with it. When it came time to get finishing pieces for the flooring that we kept, it also took weeks and many ignored calls and emails. Please beware.
- Approximate cost of services:
- $2,500.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear Mitch & Michelle,
Thank you very much for writing a review. This is very important for us so we can fix our weaknesses when it comes to customer service.
When you purchases your floor I did told you guys that as long as material is still in our ware house you can cancell it but it took you guys 4 months to decide that you dont need imthe flooring and after 4 months you canceleles it and We still gave you fullbrefund with out any desuction.
We gave you lots of discounts on the laminate floor and vanities because of the hard wood flooring ghat you purchased and although the wood was cancelled you still got the discounts.
We gave you a bank draft as per your request to make you feel better although refunds are done exact same way that you pay for your purchase!Because of the latge amount bank had to confirm it with you guys and you werent available and not returning the calls thats why the bank wouldnt release the refunds to you.
As for Transitions one was instock and one was out if stock whick became available one week after. We contacted you guys few times before you picked them up ( many phone calles and emails sent!)
You guys still owe us money for the transitions that you took with out paying for them.
When you wanted to pick them up two weeks ago you said your wife will call in to pay for them and we released them to you as good faith and yet we are still waiting for the payments.
We made few attempts by sending emailes and makeing phone called but you are not returning them.
You may have financial problems ordifficulties to pay your bills and I dont mind helping people that are in needs of finacial assistant as long as they be honest up front and ask for it.
Please try to make paymeny as soon as possible and please next time write down your name so it would be easy to find out who wrote the review in order to address your concerns!
Nemo