This is some of the worst customer service I have ever encountered. Staff did not follow up on promises made regarding dates of delivery, were not helpful when asked to source product they did not currently have in their showroom, and made numerous promises about follow up that were never adhered to.
When we asked for pricing on a product in their showroom, the owner of Factory Flooring verbally told us an amount and asked that we let them know when we were ready to order if we decided on that particular product. When we went back to order that exact product two weeks later we were told a price more than 25% higher than originally quoted by another staff member who indicated they had to look up the price on the computer. When we directly asked what the pricing was displayed on the screen the staff member was looking at, they indicated the price wasn't displayed at all. We have no idea how that price was determined at that time.
We were told 2-3 weeks for delivery for the product we paid for in FULL in advance. After not being contacted well past the point the product was to be available, we called directly to ask – and were told a date now 7 weeks after that date, with “no guarantee”. Our product arrived more than 2 full months after the date promised. At one point, when we called once again for follow up, the owner indicated the product was in Edmonton at a south side location and just needed to be sent to their location for pick up. It was another full month after that before we were finally told (after calling ourselves, again) that the product was in. Upon going to pick up our order, we insisted on inspecting the delivery before taking possession of it, assuming there would be no issue in doing so as once we took possession we would no longer have any recourse if there was significant damage to the product.
The owner of Factory Flooring indicated they were not responsible in any way for the condition of the product and the 15% extra we had ordered to accommodate cuts and any error in measuring would have to cover any damages. If damage had occurred during shipping they would not reimburse us in any fashion and expected us to take the order home anyways. We opened and inspected every piece before agreeing to accept the product as it was. The owner was extremely displeased that we were being diligent in checking all the product. He constantly indicated we were holding up their warehouse and that he was not responsible for any damages.
All staff members were not reassuring in any way after hearing our concerns, none were respectful, nor were they polite. None were apologetic or offered any legitimate explanations when their promises were not kept and their assurances were not met. All of them seemed to regard us with disdain and a complete lack of respect, as if we were wasting their time.