It is disheartening for us to hear such negative comments from a client that we went above and beyond for. First of all we never step foot in your project. We measured the square footage you needed from the architectural drawings you provided. The reason you were left with extra 25 boxes is because you decided after the purchase of the floors that you would install tile in the front entrance area. When we were discussing your plans you were going to carry the wood flooring throughout the entire home. You have material left over because of the change in your plans and not because we ordered extra material for you. You ordered the wood a couple of months before you needed to pick it and up and your contractor could have double checked the amount needed at any time and we would have made the necessary adjustments. You picked up the material you needed from us in full and decided to install tile instead of the flooring later on. Had you communicated that intention to us earlier we could have returned the extra material to the manufacturer.
Our company's return policy is to accept returns within 28 days of the material being picked up. This is not our policy but that of all of the manufacturers we work with. They will not accept anything that has been out of our care for more than 28 days since they don't know how the material was kept and they cannot honour any warranties on that material. When you requested to return the material you were outside of this 28 day return period by a couple of months! Not even a couple of weeks so we could do something about it.
The $2700 you are referring to is the cost of creating custom nosing for your project. You needed the nosing for the staircase. This was an unavoidable expense for you and we had discussed this when you were with me. I told you you will need nosing for the stairs and at that time you said your contractor had that covered. When we got closer to the install date, you informed us that you needed nosing and we made 7.5" custom stair nosing for you to match your floors exactly. We didn't give you raw nosing to stain and not be able to match your floors, or the regular 4" nosing to go next to your 7.5" plank. I am sure you will love the look of the custom nosing against your floors for many years to come.
We do our best for all of our clients and we educate them with all the information they need to do their job right. I am sure you will agree that the quality of the floors and nosing you got from us is beyond compromise and you will enjoy it for many years to come in happiness and health. We are sorry that you were dissatisfied in the end. Yet we assure you we have done our best for you and will continue to do so for every client after you.
We thank you for your business.
M Squared Flooring & Design Centre