Elite Trimworks Inc.

Hi Gerry,
Thank you so much for this review! We’ll be sure to pass on your compliments to the staff. We are so glad to hear that you enjoyed the products! We would love to see a picture of the completed project! Thank you again and we look forward to working with you on your future projects.

Hi there,
Thank you so much for your review. We’re very sorry to hear that you had a bad time with the product installation process and with the customer service. Rest assured, we will definitely work on improving that immediately. We’ll look into the instructions situation because that shouldn’t have happened though it would be easier if we have your name or order number. Regardless, you are correct that this shouldn’t have been such a problem. It isn’t the standard and we will continue to work to be better. Thank you for letting us know. We are glad you enjoy the product regardless and we apologize for any confusion or any inconvenience you faced. We do hope that you’ll give us another chance in the future but we understand. Thank you again for your honesty.

Hi Kimberly, thank you for the feedback!
Our customer service is constantly working to improve itself. Unfortunately, in regards to the shipping delays, there are still numerous shortages in this field alongside many orders and that in turn causes delays. This is a very real and very problematic issue with regard to manufacturing, product availability and lead times. We work hard to ensure that you do receive what you ordered, but that can take time and we warn about that on our site. I am sorry you are upset about that, though you did receive notice from our customer service team that they tried to speed it up for you. I believe you did mention you appreciated the effort they had made in that area.
As for the description, the piece I believe that you are complaining about is listed as a decorative piece in the name. While I can certainly understand the frustration and we will take your advice on updating the description, the term decorative also means ornamental. That generally means non-functional. As for the policy, the item was made to order. This means that it was made specifically as you ordered it. It cannot be returned according to our terms because of that. These terms can be found on our policy throughout our website and are agreed upon prior to checkout.
We appreciate your feedback and continuously strive to make our clients' experience exceptional while being as transparent as possible. Thank you again for your order and feedback. We appreciate your patronage.

Hi David, Thank you so much! We are so glad to hear that you had an easy time and love the product. We’d love it if you’d share some photos of the finished project with us! Thank you again and we hope to continue to impress and work with you in your future projects.

Thank you so much for the review! We’re so glad you found it easy to work with! We hope that we will continue to impress and work with you on your future projects.

Thank you for your review. I can certainly understand the frustration you experienced regarding the product. There was a miscommunication on our end in regards to working this out with you and for that, we apologize. This issue did not reach our Executive Manager due to the miscommunication. We are looking into this immediately in order to ensure it does not happen again.

Hello,
thank you for your review. In regards to the cancellations, you placed two separate orders on two different days, and proceeded to cancel them also on different days according to the notes I have on file. The shipping cost for the baseboard was due to a small order having to be shipped by transport. I can certainly understand as to why you would be upset, however, you were able to cancel that order and were given a prompt refund. In terms of the other one, the flex moulding is custom made and as per our Terms and Conditions, anything that is made to order cannot be cancelled after 48 hours. We did reach out to the manufacturer to see if we could cancel it, but it was already in the process of being made. The flex moulding did have free shipping per our terms. The response you are referring to above is put in its simplest terms: we could not offer a refund, and therefore you were welcome to resell it if you chose to. I do apologize for any inconvenience on your end, but we did try to assist you in all ways that we could. We do appreciate your business and the opportunity to try and accommodate you as best as we could. We do hope we can change your opinion in the future if you decide to give us another chance. Thank you again.