End of the Roll

Over the yrs they have recarpeted our stairs. Laminate for indoor Florida room, carpet for this room and now a serviceable carpet for our garage oh yes and laminate for family room. I found them to be knowledgeable about their products especially for our Florida room which will have to withstand cold and condensation. What we had chosen would never had worked so they redirected us to a vinyl type laminate that would be appropriate for this room. They have also done all the installations for us. Finding 9x12 carpet that is already bound helped. I would and have recommended them to friends and family. This is the flooring in our Florida room installed by them too

Orangeville End of the Roll - My husband and I were planning to have the carpet in our basement replaced. My parents and sister have both used EOTR and were both quite pleased. Mind you, it was different EOTR and under different ownership. We went to the Orangeville location and had an okay experience in store. We chose our carpet and arranged to have the owner come out to our home and measure. We were told that if we paid a deposit then, the carpet would be ordered and could be installed within a week. 2.5 weeks and a 3rd follow up call later, the install date was scheduled. 2 Days prior to the carpet being installed, the owner called my husband and told him that we had to pay the remaining balance before the installation would be done. We politely told him that we do not agree to that and the balance will be paid once the installation is complete and we are satisfied with the work. We believe that was a reasonable request, especially since that is standard in the service industry and we were not made aware of that "Policy" beforehand. The gentleman was quite rude and unprofessional with his response and stated that he would have to get back to us. After getting off the phone, my husband and I both agreed that we have lost all confidence and have serious concerns about the carpet and the installation. We called back and expressed our concerns, cancelled our installation appointment and asked for a portion of our deposit back (which we were never told was non-refundable). We even offered to pay for his time to come out to our house and measure. We were very confused because all in the same conversation, we were told that he doesn't want our money and that our "$500.00 was not going to make him rich", yet he refused to give us our money back. After a ton of back and forth, we did manage to get a portion of our deposit back, but are still very disappointed in the awful customer service that we received. I would not use End of the Roll Orangeville again, and would not recommend for anyone else to as well.

ORANGEVILLE END OF THE ROLL CARPET
I have had extremely poor service with this place and wonder if any of the rest of you has a well.
Experience No. 1
1. Bought an area carpet and arranged for delivery – I was paying for delivery.
2. Chris the sales consultant told me it would be delivered on Tuesday.
3. Tuesday I moved all of my furniture and waited. It didn’t come. I called back and he said they couldn’t do it until Wednesday but it would be there by 11:00.
4. Moved my furniture back. I live in a very small apartment and couldn’t even so much as make a cup of coffee or get near my bed until the furniture was put back.
Wednesday moved the furniture once again. At 1:00 called the store to be told there was no record of a delivery scheduled for me. Mary who answered the phone called – I thought Chris but now I am told she called the owner – and said she didn’t like his answer. She managed to find someone to deliver it and they did and were excellent. The store picked up the $20.00 delivery charge. The delivery people told me that Chris/owner not sure which one said it was such a small order he couldn’t be bothered.

Experience No. 2

Went back to the store and gave them a second chance. I purchased and paid for wall to wall carpet.
Mary arranged for an installer.
Installer called me and said he would be at my home between 10:00 and 11:00 on the following Friday.
Moved all my furniture again.
Called the store when installer didn’t turn up by early afternoon to be told they couldn’t reach him.
Next day same thing.
I went to the store and was told this was the third time in two weeks installer hadn’t turned up for a job. THIRD TIME. Wouldn’t once be enough to stop using him!!!
They refunded my money.

Experience No. 3 - yeah some people never learn!
Okay experience no. 2 was mostly installers fault.
Went back and bought carpet and paid to have it bound so it could just be laid down.
I was told the guy that does the binding comes in once a week. I am okay with that.
Called Friday and was told he was doing it that day.
I told Mary I was having painting done over the weekend so would call her on Monday to arrange for a delivery time.
Called on Monday to be told she has no way to know when, might be tomorrow might be Friday might be next week.
I lost it with her – told her I have been patient with you people but this is enough – she said well we have been patient with you! WHAT!!!
I have no problem about when this week it will be delivered but would like to know when.
People including installers have schedules. All she had to do was ask the installers when they would be able to bring it. I think that is pretty straight forward.
I asked to speak to the owner and she wouldn’t give me his telephone number. Said he would be at the store Tuesday which just happens to be her day off. I said I wanted to speak to him before then, she said he was at one of the other stores, asked where the other stores are, looked up the telephone numbers, and found him at the Newmarket one. He said he was going to the store this afternoon and would work it out.
I asked him if he has had other complaints about the Orangeville store and he said no. I guess the other two people who the installer didn’t show up for didn’t complain – at least not to the owner and I am sure if a complaint was made to the store it didn’t go up the ladder.

Owner came and brought the carpet and charged me $30.00 for delivery. He was very defensive. Told me Mary had tried to get another installer for my installation of the wall to wall. Yes she said she would try to get someone for the following week. That was really helpful when I had all of my furniture blocking my kitchen and bathroom.
The owner rolled the carpet out because I was on the verge of tears. Didn’t help with the furniture, It now has several large wrinkles that look awful. I will have to hire someone to move the furniture and straighten the carpet and put the furniture back. As a retired woman moving the furniture myself it had to be done by pushing and pulling it which resulted in the wrinkles. They had never agreed to move the furniture and I should have known there would be no gestures through goodwill!

As they say BUYER BE AWARE!!!!!

Nice carpet if you don't mind a visible seam across the whole room, staring at you every time you enter! We spent $32,000 on this reno and unfortunately topped it off with a terrible carpet.
My wife wants it out, even if it's at our own expense.
Worst thing though; customer service is NON-existent.