Recently we purchased 65 boxes of 4inch Jatoba with a satin finish. The day of delivery we contacted the delivery company to find out approximately what time the wood would be delivered. They said it would arrive late as it was being picked up at two different locations (Georgetown and Etibicoke). We contacted Quasie to question why the flooring was coming from 2 different locations. We expressed our concern that because of this, the wood might not match. He assured us it was all coming from one location and the shipper may have been confused. When the wood was delivered that evening, it was obvious that 12 boxes were not from Georgetown and actually had a high gloss finish on them, as we had feared. We filled out a discrepancy report and refused to take the boxes. It was too late in the evening to contact Three Towers. The next morning we tried to contact the company and could not get through by phone or leave a voicemail message (the voice box was full) and there was no response to our emails. We drove 140 kilometres down to Etobicoke to discuss the matter. It appears no one knows why 12 boxes came from Etobicoke. We ended up driving down at our own expense a few days later to pick up the remaining boxes from Georgetown. In the end, we unfortunately ordered 3 boxes too many. Prior to our purchase we were verbally led to believe that the unopened boxes could be returned within 30 days with a restocking fee. We sent 2 emails to let the company know we were returning the flooring and received no response to our emails. Attempts to contact the company by phone in the past have been to no avail. We drove 140 kilometres once again to return the boxes. They refused to take them stating it was a custom order because of the low gloss. Totally different then what they told us at the time of purchase. I am very happy with there product but we DO NOT recommend this company given our concerns with customer service.
- Approximate cost of services:
- $0.00
- Company Response
We do not take back returns of unopen boxes, EXCEPT for jatoba, red oak and maple natural, in semi gloss. Every thing else is considered a custom order. We make no secret of this, it is written into the bottom of the sales orders, it is on our web page, and there is a sign directly behind the order desk in plain site of any customer who is making a purchase. We sell factory direct, meaning we run each and every order on a custom basis. We have become very efficient, and our quality is our primary concern. This policy not only ensures a better price for our customers, it also ensures better quality. By definition, we are in business to make money. If we take back a box, that means we'd have to re-sell the same box to another customer. All our flooring is kept in climate controlled environment. Once we ship to the customer, we do not know if they are storing it in a garage, a basement, in a barn, etc. If it is exposed to extreme humidity or cold. How would you like to have someone else's sloppy seconds? With that said, we would have gladly taken back customers 3 boxes if it was finished in a semi gloss. But the customer above wanted it in matt finish, and said he was driving all the way from Collingwood because no one else could match our price, or do it in a matt low gloss finish. If there was a misunderstanding, we apologize. Like I said, we are proud of our return policy, as it ensures better quality and lower prices for our customers. We put it on our web page, right next to our warranty for crying out loud! Here is what it says, word for word on our web page: "Please be advised that since Three Towers Flooring runs every order "custom", meaning we only manufacture the amount that you require for your job, we are not able to accept returns of un used boxes, UNLESS the item being returned is Jatoba natural, semi gloss. A normal waste factor is between 5 and 10% extra over the actual measurements."