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.

Here's part two of my EOTR story...and it's still not done yet!!! So, on Thursday, the install was supposed to happen in the afternoon, I called and was given between 2 and 3 PM...around 4 got a call that they would be there around 5 PM. They showed up at 5, carried the carpet upstairs (which they had already prepared at the storm, to put the seam down the one side where we were over 12'), were told they would be in and out in 20 minutes...about 15 minutes later, I walked by the room and the younger installer was asking Sam (WHO MEASURED OUR ROOM ON MONDAY!!!), if they had the carpet the right way...uh oh... Now Sam is on the phone calling someone, they tell us that they forgot the transition pieces (seriously, a big cargo van and they have no transition parts, please!), and they would be back in 5 minutes...it's a 15 minute ride to the store (Home Hardware was 5 minutes away if that's all they needed)...while they are gone, of course we go up and look at the room, and we started laughing, the carpet was cut a foot too short...knowing that they had misled us about not having transition pieces, we joked that they were going to come back and try to sneak a foot of carpet upstairs under their shirt...well, they did try to hide it from our view while they carried the 1' roll upstairs... They tell us the job is done 15 minutes later as they leave, and we can go see it...looks good, but we can see the second seam as we were looking for it...we were waiting for them to admit they screwed up, but still nothing...then the young guy offers to put in the registers for us, I tell him they are way back in room with all furniture in it, he offers again and I tell him again we can't...turns out they screwed up cutting around the one register so there is now a gap between carpet and register that you can fit my fingers into, and that's why they wanted to put in the registers...obviously they think we are the two dumbest customers ever... In summary, we have an extra 12' long seam in our carpet, and we have a gap in the carpet around our register...now I call EOTR on Thursday night, Doug's not in but will be in on Friday, we leave a message...come back from our weekend away, no message from Doug...call the store Monday morning, talk to a woman with attitude, says install is our problem, even though they set us up with these installers...tries telling me that we have no warranty on carpet because we kept our underpad in (?!?), not sure how that affects cutting of carpet for install, or measuring incorrectly...says she will talk to owner when he calls in, I asked her to call him and she won't do that...obviously she doesn't care, so we will see how this goes...

Thursday June 30-go in with wife, only Doug the salesperson and the two of us in the whole store...he shows us some different carpets to choose from, we are pretty sure we know what we want...Doug tells us that it can be installed same day, and the price would be $120 for installation, the quick install was key to us Saturday July 2-go back again, still nobody else in store, yet Doug can't remember who we are, we go and pick the carpet we want, he writes up an estimate about how much carpet we will need, tells us the cost for an install in one room is $120, we ask about install on Monday, he now tells us he needs to send in guy to measure room first (in case I can't read a tape measure?), and then get it installed...so how was a same day install going to be possible? We deposit 25% Monday July 4th-I call EOTR, make arrangements to have guy come and measure room later that day Tuesday July 5th-Doug calls and offers us Friday install, I tell him I can't do that, we arrange for Thursday...he brags to us about how "bang on" his estimate was, he was actually overcharging us and measurer came in with same size I had calculated, which was about $20 less...then Doug tells us that install will now be $140, and drop by and pay remainder of bill in next two days Install is supposed to go tomorrow, will update then, but I won't use EOTR and Doug again, trying to oversell carpet and then change the install cost is slimy business practice...

We shopped around for carpet for our renovation and found that The prices and service at End of the Roll were quite good. First we called Empire, but the prices from them were much higher with a high pressure sales pitch.

We needed to match up laminate flooring we had purchased at another location as we had run out and it was discontinued. Owner was very helpful in trying to find something that would match and also gave us floor designing techniques that would allow us to use two different types of laminate. He gave us ideas to work with so we wouldn't have to throw out what we had and start over again.