Do Not Purchase Flooring, You Will Not Get Your Product
Do not purchase hardwood flooring from Chestnut Flooring. They will not give you your product or a refund even if you pay in full.
My husband and I purchased hardwood flooring from Chestnut Flooring on April 25, 2025 by putting down a deposit, which was paid in-store with the salesperson. We were told that we would need to pay the ramainder in full before the expected arrival date of our hardwood flooring, which was to arrive mid-May 2024. As such, on May 1, 2024 we paid the remainder in full in store with the CEO, on a laptop using the stripe software. He confirmed again that our hardwood was to arrive in mid-May. In mid-May we did not receive a phone call so my husband called Chestnut Flooring and spoke to the sales rep. who stated that the flooring was delayed due to the manufacturer and it would arrive in 2 weeks. Every 2 weeks since mid-May my husband had called Chestnut Flooring and spoke with the sales rep. who told us our flooring was delayed due to various issues (ie. manufacturer issues at their factory, broken machinery, etc.). I got a bad feeling so on July 10, 2024 I sent an email to the manufacturer of the flooring in Québec, Appalachian Flooring, inquiring about the hardwood/machinery issues at their factory. On July 11, 2024, I received an email back from Appalachian Flooring at 11:03am who indicated that there were no issues in the manufacturing of hardwood at their facility. On July 11, 2024 I spoke to the sales rep. on the phone and explained what I was told by the manufacturer, and I would like a full refund to be processed tomorrow on July 12, 2024 when I would be at the store. I also asked to speak to the manager but the rep. told me he was at lunch. On July 11, 2024 I found the owner's phone number online, as he's a real estate agent too, so I called him to inform him of the issues we were having with Chestnut Flooring and to communicate what the sales rep was telling us. I informed him that would be in store on July 12, 2024. I also explained I would need a refund for the full amount paid ($6375.60) as per the invoice as they did not fulfill their part of the contract. At that point the CEO told me he would not be in the store on July 12, 2024 and became angry and yelled and swore at me over the phone, so I hung up.
When I arrived at Chestnut Flooring at noon on July 12, 2024 I spoke to the sales rep and to my surprise the CEO was actually there. I was able to speak to him however this interaction was negative as he yelled at me and swore at me when I asked for a refund. He also yelled at his sales rep in a language I could not understand, and the sales rep. began to cry. As this interaction made me feel unsafe I left the store with a Credit Memo for my refund and in the parking lot I called an employee from the manufacturer, Appalachian Flooring, who confirmed my speculation. The manufacturer said that our flooring was sitting in the warehouse in Québec for over 2 months because Chestnut Flooring had not paid them to release our product. After this call, I sent my final email communication to both the sales rep and the CEO at Chestnut Flooring on July 12, 2024 at 1:18pm where I asked for a full refund and I received an email back from the CEO that stated that we would have a full refund by July 26, 2024.
It is now September 16, 2024 and we have not received a refund for the hardwood flooring that we paid for in full that we did not receive.
- Approximate cost of services:
- $6,500.00
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