Jennifer Moreland from Caledon

Orangeville End of the Roll - My husband and I were planning to have the carpet in our basement replaced. My parents and sister have both used EOTR and were both quite pleased. Mind you, it was different EOTR and under different ownership. We went to the Orangeville location and had an okay experience in store. We chose our carpet and arranged to have the owner come out to our home and measure. We were told that if we paid a deposit then, the carpet would be ordered and could be installed within a week. 2.5 weeks and a 3rd follow up call later, the install date was scheduled. 2 Days prior to the carpet being installed, the owner called my husband and told him that we had to pay the remaining balance before the installation would be done. We politely told him that we do not agree to that and the balance will be paid once the installation is complete and we are satisfied with the work. We believe that was a reasonable request, especially since that is standard in the service industry and we were not made aware of that "Policy" beforehand. The gentleman was quite rude and unprofessional with his response and stated that he would have to get back to us. After getting off the phone, my husband and I both agreed that we have lost all confidence and have serious concerns about the carpet and the installation. We called back and expressed our concerns, cancelled our installation appointment and asked for a portion of our deposit back (which we were never told was non-refundable). We even offered to pay for his time to come out to our house and measure. We were very confused because all in the same conversation, we were told that he doesn't want our money and that our "$500.00 was not going to make him rich", yet he refused to give us our money back. After a ton of back and forth, we did manage to get a portion of our deposit back, but are still very disappointed in the awful customer service that we received. I would not use End of the Roll Orangeville again, and would not recommend for anyone else to as well.