Short version: Will make promises to call you back - they never do you will need to follow up, over priced, installation is done incorrectly, owner and customer service representatives are rude and do not care about customer satisfaction. To see full story of the hellish experience purchasing from these guys, please see below:
The initial issue was a wait time of two weeks to hear back from the customer service representative as to whether or not I could purchase a specific style of runner - two rolls were being reserved for another customer who couldn't decide which colour of binding they wanted on their runner despite the fact that I was prepared to purchase then and there. I was repeatedly told by the staff that they would contact me to let me know when the runner would be available, however I never heard from them. I had to call and eventually find out the runner was finally available.
Then the customer service representative tried to sell the runner to me for $13.99/ ft despite my having a photograph of the posted price being $11.99/ ft. We were able to settle on the price of $11.99, after having to wait two more days for the owners approval for the "price change" back to the original price.
When arranging the runner purchase and installment - the customer service representative did not inform me that removal of my current runner would cost extra, so I had to return to the store to pay that fee.
On the day of the installation the end of the roll employee installed the hallway runner on my stairs - it was too short so he had to cut the original stair runner to fit on the stairs. He then had to take the left over runner back to the store to be rebound along the edges and informed me I would not receive the hallway runner back until Monday or Tuesday - 2 -3 days later than promised by the installation date scheduled at the store. When I called the store to inform them the first person I told laughed about the scenario, the second asked me what I expected them to do about it. I explained I expected a refund due to the incorrect installation. The customer service rep tried to state that the installation wasn't done incorrectly that it was just a mistake and that if I was just patient it would be fixed. I explained that considering I was paying over $300 for installation I was due some form of a refund considering I did not received both products on the scheduled deliver and installation date due to the installers mistake. The customer service representative said they would speak to the owner and get back to me by Monday.
I did not hear from the store on the Monday - the installer called asking when he could drop the runner off instead. I contacted the store to ask what sort of refund would be provided and was redirected to the store owner. During this conversation the store owner claimed that he would not provide a refund because he "discounted the runner $7 or $8" which was false information - as mentioned before the original list price was $11.99 and he for some reason was trying to charge me $13.99. There was never a discount of $7- $8 per foot. He then stated that any discount would come from the installer himself, and asked why I would want money back from a "head working man" I explained the inconvenience of not getting the items at the scheduled date and the owner interrupted me and told me I was not inconvenienced I was just being impatient. I explained it was his reposinsibilty as the owner of the franchise to ensure that the customer receives what they pay for and that they are content with the services that they are provided with, and that since I was still waiting on the runner and was not content some sort of refund was due. He then stated that he still had the hallway runner and that he would just "keep that" and threatened to send the installer back to my home to remove the runner from my stairs since I was "so unhappy". I explained I would be fine with that, as long as I was refunded for the full amount and that I would gladly take my service elsewhere after the disastrous customer service provided at End of the Roll Burlington. He then asked me what I "wanted" for him. I explained that some sort of refund was expected as stated before. He said he would refund me the $12 for the installation for runner in my hallway and I stated I did not feel that was sufficient that I expected at least $50.00. He finally agreed to this and hung the phone up on me after saying the installer would give this money to me.
I then had to call the installer myself to make arrangements for him to deliver the runner to my home. When the installer arrived at my home he tried to justify his mistake. I asked him for the runner twice, and he continued to try to justify the mistake. Finally the third time I asked he gave it to me, and then tried to walk away. I had to remind him that the owner had stated he would refund me $50 for the error.
Overall I feel that this entire experience was a horrible representation of End of the Roll as a company. I believe the employees and Franchise owner of End of the Roll Burlington (who also happens to own the Mississauga location as well) require training on appropriate customer service practices.