I would not recommend this company.
Originally posted Feb. 16/16:
I ordered my carpet on November 10 and was told 4-6 weeks until the carpet arrived, I paid half the price and it was agreed that I would pay the rest upon installation. I called on December 10 for an update and was assured that it would arrive before Christmas and that it was a great time to get it installed because it was a slower time for them and that they would be able to install the carpet almost immediately. I called on December 28 (after I got my house ready and packed for install as it was my entire condo) and was told someone would call me back for an update. No one called. I called back on Dec. 30 and was told that it would arrive the following week. I emailed the owner January 4, he called me back that evening and said he would look into it and call me back the next day. I did not get a call back from him, but got a call from someone else on the evening of January 7 and was able to speak with her on January 8. She stated that the carpet was not in and there was some issues about getting it from the States but they have warehouses in Canada but provided no further details.
I understand that things happen to cause delays, but what I do not understand is that when you pay money for a product and a service, why you are never given a proper explanation as to why there are delays. Through a series of me calling and emailing with no answers, call backs or follow up, I finally got my carpet on February 6 (it was ready to be installed on February. 1, but I was unable to get it in at that time). That's 12 weeks, double the time I was told, with no courtesy calls, no apology, no discount and still no explanation.
Their invoicing is confusing, there's no measurements on it, no details really at all, just a list of the products and services purchased. When I asked about a transition strip on one part of my floor that was not installed (they installed one on another area and I was under the impression that they would replace the old existing one on the other area), I got a call back apologizing they didn't put it in and that they didn’t know why the installers didn’t put it in, and then when I called to have them come in to install it, the woman said that I didn't pay for it and that they reuse the old ones if they're in good condition. The invoice showed $24 for the strip but didn't say how many or how long, so I paid $24 for about 2 feet of strip.
Even with getting the owner involved, who blatantly ignored my last two emails, I am thoroughly disappointed with the service. It's clear from other reviews they are lacking in the customer service department. All I ever wanted was an explanation regarding the delays, which I still haven’t received. I did ask on a couple occasions if Fitz would offer me anything for the inconvenience and that was always ignored or I was told by one person I was talking to that she was unable to help me with that.
I will say that I am pleased with the actual product and the installation went very smoothly.
Please save yourself the hassle and pick a different company for your flooring needs.
To add to this, shortly after I posted complaints, I got a call from the woman I spoke to about the transition strip saying that she spoke to the sales rep and that they would replace the old transition strip free of charge if I wanted. Someone came by Saturday and flat out said that it didn't make sense why they wouldn't replace it and that I did pay for it (I asked how much the new strip was and he said no more than $12, so the $24 I paid was for the two strips). And of course he was given the wrong strip, so he had to go back to the warehouse only to find out that there wasn't the proper one there, so I had to wait to have it installed by the actual installers. Again, the product is great, the installation of everything is great so far, but I've been ignored and mislead, this is the absolute worst customer service I have ever seen.
Mar. 15: After a follow up on Feb. 24, I was told I was going to receive something in the mail for my troubles as well as an explanation for the delays. I have never received anything. I am embarrassed for this company.