After doing extensive research and what seemed to be a gleaming recommendation on this site, we ordered $2400 of Pressure Treated wood. The day of delivery they called to say they were short of material and were giving us the option of larger cuts of wood but yet not providing a discount for the inconvenience. My husband was understandably upset as he knew we were probably getting the bottom of the barrel when it came to the quality of wood. When he asked them, if this was the bottom of the barrel, they said, "No, we just ran out because of the long weekend." My husband asked, well what if it's not good material when it gets delivered, can we send it back? Can I check the material?" Well, they got defensive and manager Steven who, Josephine from the front said was overhearing the entire conversation threatened us and told her to tell us, "If you're gonna check every material then I'm not gonna let them deliver to you!" Sure enough, it was subpar cracked, twisted and lots of knots. To top it off, they tried to deliver material that was not Pressure treated that would have been useless since we are building a deck. We were also missing material upon delivery that we got billed for. It was a good thing my husband took the day off for the delivery. If it was just me, I would not have known and we would've had to rent a van/truck to return it all the way to their store from Mississauga. The worst part is, when we first spoke to them, they made it seem easy enough to get the credit since we're paying by visa and they had the machine on hand. However, when we it came to actually getting the credit for almost $100 worth of material, the manager Steven all of a sudden said, we had to come in to the store just to get the refund even though the error was on their part and not ours. I contacted Visa and they said they should have been able to refund from the machine or even just from their end. Steven finally agreed to process it and said he'd call me back. Well he gave me the run around. I called again and ended up getting the owner Guy, who said that I definitely do not have to come in and get my refund and this should have been dealt with. After about a week of Steven sitting on it and me calling them about 10x, I finally got an email from Josephine saying they have processed the refund except over a week later, it still hasn't shown up in my account. I'm still waiting for my refund and we've had to get more materials from another place to compensate for the ones they never delivered! I definitely do not recommend!
- Approximate cost of services:
- $2,400.00
- Company Response
Hi Sue from Saksatoon, I apologize for what happened to your delivery. We only carry top quality wood so when we ship out material there is no bottom of the barrel, the wood from the top of the skid is the same quality as the wood from the bottom of the skid. When we do deliveries we cannot allow the customer to have our truck sitting there for hours while you pick through every single piece of wood, we have lots of deliveries to do and it would hold us up for the rest of the day. We don’t ship out broken pieces of wood so there shouldn’t be any problem with the wood and if there was a piece that was damaged we would replace it. With the refund our portable machine is not set up to do deliveries so that is why you would have to come in to get the refund.