Summary:
We felt we were deceived and upsold. I understand that they may respond by saying that they had no control over what happened. However, please keep in mind that we made a decision to spend more based on their word. When they failed to live up to their word, they offered no compensation when asked.
We were promised a premium product but received a product that was flimsy and brittle. Preverco offers samples that are of high quality but deliver a product that is of significantly lower quality.
Whole Story:
As you can tell from the rating, we had a very bad experience. I will try to be as factual as possible to try to inform you (potential customer) the best that I can.
On Aug 13, we walked into the Hardwood Flooring Store and was greeted by a salesperson (I will leave the name out because I don't want this to be personal). We were looking for Mercier Floor but was told that they no longer sold that. We were directed to other brands and given a few options.
We explicitly told him that we needed something in 5 weeks (mid Sept). He told us that several of the options would require 6-8 weeks for delivery and so we no longer considered them. He directed us to Preverco White Oak Raw (the salesperson said these were better than Mercier). It was pricier than the other options, but we were told it would arrive in 3-4 weeks (ahead of our timeline). Though we were hesitant because of the price, we were told it was a premium product. We were even given a sample and saw that it was good.
In the end, we decided to pay the extra (>$1/sqft) because we needed the floors by a certain date.
Fast forward 3 weeks, I called them and we are told that there is no timeline for our floors. I reiterated that we need them in 2 week and they said that that will not happen. I reminded them that we chose this specific floor because of our timeline. I expressed that I cannot help but think that I was upsold on an empty promise.
He assured me that wasn’t the case and that I would get a premium product soon. I asked if there is anything they could do to compensate for the delays and they said no.
I kept calling weekly and received the same message: there was no timeline and there was nothing they could do. Worse still, we were unable to go to another store because our order was ‘in queue’ and so we would not get our deposit back.
Finally, at the 7-week mark, I got a hold of a manager and I was told that they would arrive the following week. For those of you still reading and keeping score, that is the original 8-week timeline of the other floors that were cheaper.
Our contractors finally picked up the hardwood floors on and the product was nothing like the sample. While the sample was sturdy, the actual floors were brittle and flimsy. The bottom pieces (Engineered hardwood) kept breaking off. The floors themselves snapped. Please keep in mind, these are the same installers that installed our old Mercier hardwood floors and while he complimented us on those floors, his comment about the Preverco flooring was that in all his years installing hardwood, he had never installed flooring that was such low quality. (These men have 20+ years of experience in the industry).
The floors were so brittle and were breaking at such an alarming rate that we needed to order MORE HARDWOOD to finish our job. In total, we ordered almost 2000sqft to finish a job that was ~1700sqft.
Overall, it was an incredibly negative experience with Preverco and The Hardwood Flooring Stores. We do not recommend either to anyone.
- Approximate cost of services:
- $20,000.00