The staff person in the actual Factory store located in Toronto (Simone) was an absolute pleasure to deal with. Very informative, friendly and professional.
She is a large part of the reason they got my buisness.
After my product was ordered, the Manager (rob) insisted that I have their staff come to my house to measure the area that the hardwood was to place in, so as to be sure! He had stated either he or his staff would be out! He then booked an appt on a holiday Monday, and still insisted that even though it was a holiday, the staff would be working.
Well, the day came and went and no one called or came to my house!
In addition, on the day of instalation, again they were a no show! In fact, i was not adivsed until 3pm that day after waiting some 7 hrs that they were not coming at all! This was the second day of no shows.
They finally showed up the next day!
The staff who did come did a great job installing, with the exception of dropping glue on several places on the floor which i have idea how to get off!!!!
As well one of the wood stair headers was cracked! When I pointed it out, I was told they would glue it, and it would be fine! I then advised them that NO they would replace it!
I called the Manager (Rob) to discuss my customer service issues and to this day some 4 weeks after installation, and 3 emails, he has yet to pick up the phone and call me, return a call or email or follow up.......
I would not give this company my buisness again