WORST CUSTOMER SERVICE & DISHONEST TO THEIR CORE
This is a zero star rating. I purchased flooring in May 2016. Horrific customer service then. We wanted to finish remaining floor in house and reluctantly went back to get the same wood (Feb 2019). And not because we wanted to deal w them again - because we wanted the same hardwood for a seamless look in house. They knowingly sold us hardwood knowing the finish had changed. Even though it was same item numbers on both invoices. We picked up and my husband saw it looked different. Called store and spoke with Vandana (who happens to be extremely rude and unprofessional). She indicated it was the lighting and that it was all the same. He brought it home and it was very clearly entirely different. Original wood was a matte finish and the new finish was high gloss. They refused to return it, had every excuse in the book, accountant was in, needed to talk to Joe (operations manager). this went on for 4 weeks. They indicated they would only refund $ if we let them try and colour match the old wood. I made 3 trips to warehouse. Finally Joe met us in person. He assured us he would make it right. They were given a box of the original hardwood. We agreed upon the colour. Now fast forward to my contractor installing the hardwood. (Joe also knew we were going to mix in the leftover 100 sq ft of original hardwood to make it flow) and we find that the new wood is 1/4" wider than original wood. Joe now claims that he never agreed to match the size, only the colour. WHICH IS CRAZY - they had a whole box of original wood and knew it would be getting mixed in with new stuff. I've requested a refund of my $ as they assured they would refund it if they couldn't produce same product. I'm sure this will go nowhere but I am willing to take legal action and have submitted a complaint to the Better Business Bureau which I encourage everyone else to do also who has had an issue. It is shameful that businesses can behave this way. If they had been honest in beginning and said the hardwood had changed I would have gone elsewhere from the beginning. I'm now out $4K and have hardwood in two different widths in my kitchen. These people are disgusting.