Whole house renovation - hardwood floors
So in all fairness, my hardwood floors are gorgeous but that is the only positive thing I can say - and saying that, they sell Purparket and many other distributors in Ontario (despite the fact that Justin told me they were exclusive to them in Ontario) It was me constantly calling him to see if floors were in and always given a new date, when I would call on that day they were coming the next day (about 4 times) Then-crazy me- I assumed 2100 square feet of floor would be delivered to my home, but he assumed I'd be picking it up and didn't have delivery available. After ample communication, we arranged for delivery a few days later that he added would be over $250 - what a joke! A. That I would have to pay for delivery on a 17,000 order and B. That I could rent a truck for less than half - after arguing that Justin should've told me during communications that there was a charge I finally talked him into covering half which was still ridiculous! He also added floor cleaners to my bill without asking me coming in at over $200 and when I told him I never asked for these he took the charge off- finally, last week I went to return 2 unopened boxes of floor (which my invoice clearly says unopened boxes are returnable within 10 days of delivery at a 35% restocking fee) first his excuse was its not a stocked item - when I argued that this is not what was stated in our conversations during purchase, he then used the its past ten days excuse which was true because I had contractors installing and worked all on upper floor first and didn't get to main level until a couple weeks later. Also, if you do decide to work with Justin despite this review, be sure to be accountable and seek clarification for all aspects of the transaction (delivery, installation, dates, extra charges all one writing before you hand him money) print all invoices because he emails them and to open you are directed to a site - he has erased all previous ones of mine and I have access only to my most recent where all his mistakes have been corrected and the policy reads differently- I would avoid all together as all those brands can be found at other retailers that don't have unnecessary added charges and failure to communicate - I am in the process of renovating an entire house and no dealer miscommunicated as terribly as project hardwood - no dealer charged me for delivery, no dealer showed less interest in pleasing the customer (Justin was laughing at us when we stormed out livid that we couldn't return unopened boxes) and we spent more at project hardwood than anywhere else.
- Approximate cost of services:
- $17,000.00
- Company Response
Thank you for your review, we are very happy you are enjoying your floors! However we would like to apologize for any miscommunication you may have experienced which we’d like to address.
Firstly, we are sorry you are not satisfied with our return policy. To be as transparent as possible, we always clearly state to our customers whether the product they are ordering is eligible for returns because we want our customers to be aware of this when ordering their quantity of product. During our initial communications via email, we asked you for your measurements for your home because stated that there are no returns on this particular product that you were ordering. We have our return policy written on our invoices as a friendly reminder. As for our return policy, we have a no return policy on products that we do not stock. There are two main reasons for this; firstly, some of our suppliers produce their products on a custom order basis, meaning that they themselves do not accept returned boxes from us, so we have nowhere to return them to and just do not have the storage capacity to hold extra product laying around. The second but also very important reason which we tried to explain, is that the suppliers that do offer returns, have a limited & strict deadline (typically 7-10 days after shipment) that products must be returned by, which in this case, over a month had gone by from time of delivery. Having said that, the suppliers which offer returns with a restocking fee, we have no problem giving back the appropriate refund for unopened boxes.
Unfortunately we do not have our own in-house delivery service but we've been working with the same delivery company for 4 years now to arrange deliveries to customers who are not able to pick up their orders themselves. When customers place an order, delivery of the product is always discussed and we make sure to communicate that; we can offer delivery but it is a third party and we can give you a quote for delivery. We’ve been told from many of our customers that the delivery fees quoted are competitive and fair. Secondly, we stored your product in our warehouse for you for over a month until you were ready for the installation. Lastly, when you were finally ready to take delivery, we arranged with the delivery company to make a special request just to squeeze you into their schedule because we wanted to make sure you received the floors asap as you demanded them the next day. We believe that the confusion may have been attributed to the fact that such a substantial amount of time elapsed between the time of ordering (Mid August) to when you were ready for delivery (Mid October), to help rectify the problem, it was our suggestion that we would like to cover half of the delivery fee for you to which your husband thanked us and said was fair and happy with.Thank you again for your review, we’ve learned a lot through this and will try our best to avoid these issues in the future and we hope you enjoy your beautiful floors!