I found out today that this store charged me an unnecessary/fraudulent set up charge. They told me that the manufacturer that I was purchasing the wood from no longer offered the colour I needed and therefore required a “special run”. I paid an additional 250. Which for some of us, this is a significant amount of money. I was at the manufacturer today because I was short a very small amount of wood. Found out that the colour I needed was standard and did not require a special run and confirmed I was charged this set up cost fraudulently. I purchased a box of the same wood today for 174 dollars with no need for a “setup” fee. When I called Exotic hardwood today to ask for an explanation, the owner became angry and asked me if I was suggesting he had done something wrong. When I said yes, he called me a vulgar word and hung up on me. As consumers, we don’t have a lot of options to protect ourselves or others from this type of unethical behaviour other than taking the time to write reviews in hopes of protecting others.
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- Company Response
Greetings Jennifer, Stonewood is apologetic towards your recent experience with us. However, we do not accept your claim of an “unnecessary/fraudulent charge” as we make it clear to customers when they order a custom color, there will be a $250 set up fee. This charge is for the manufacture to change the color in the Machine to make the order; as it becomes a “special order”. This is because Stonewood provides Natural, prefinished Hardwood. Any custom color will have an additional charge. If you were able to get a box with the color you wanted from the manufacture, it was most likely due to the fact that Stonewood had ordered an extra box of “truffle” to be made, when we initially placed your order. Because we did advise beforehand that you would need an extra box to ensure full completion of the project. Stonewood also provided an additional service by bringing the product from the manufacture in Markham to our store in Mississauga, making it easier for pickup on your behalf. Despite your accusation and the miscommunications from both parties, Stonewood apologizes for the unsatisfactory service. Please contact us to resolve any outstanding concerns. Take Care.