Hi Lily,
I’d like to respond to your recent review on Home Star. At Canaroma we value our clients feedback whether positive or negative because we take pride in the fact that we try our very best and go out of our way to assist our customers as much as possible when issues arise. It is unfortunate that you discovered your Laufen toilet was cracked when you recently opened the box and I know it must have added to the stress and frustration of your custom/renovation build. That being said Lily, I pulled your records and original paper work which shows you received this Laufen toilet July 14th 2014 and have had it in your possession for over one year.
When we spoke over the phone regarding the crack I asked you to send me pictures so I could submit them to our supplier, Laufen for warranty. Once I received the pictures I tried to make a claim with the manufacturer, but unfortunately that claim was denied because the toilet was not installed so it was not a warranty issue and it had been in your possession for over a year. Laufen's comments to us, was they cannot take ownership of an item that was shipped to a client for this length of time. Had they agreed to provide you with a new toilet, we would have gladly delivered it to you with Free shipping.
As we have discovered over the years, the majority of people involved with a renovation or new home build experience problems and setbacks. I am sorry to hear your renovation was no exception and the toilet was never touched since the time you received it on July 14th 2014, but unfortunately we cannot accept responsibility for products that has been in your possession for over a year. As mentioned we tried to get the supplier to provide you with a new toilet they refused. Despite this Canaroma still offered to help you by providing you with the toilet at our cost. . As you stated, the supplier, Laufen has increased their prices, as well, the CDN dollar has been devalued significantly in the past year and this product comes from the United States. These are all that factors that are beyond our control.
It is not fair to Canaroma that you voiced your opinion of us on HomeStar without stating all the facts and you neglected to state you had received the toilet and it has been in your possession for over a year. We do not operate our business just to get customer's money or we would not have been in business for over 35 years with many repeat customers, nor would we have been rated Number One in Houzz for customer service.
I know there are alot of details to take care of when dealing with a renovation/new build, however the customer has to take the time and assume the responsibility of checking their products upon receipt. That point is clearly stated on our terms and conditions found on the back of your invoice. It is not Canaroma’s responsibility to ensure the product is in good condition one year after it is received. Had the toilet been found cracked upon receipt and not over a year after receipt, we could have advised the supplier and you would have had a new one sent to you. We pride ourselves in always trying to help our clients out as much as possible and we did offer to get you the toilet at our cost. We would have been more than happy to provide this service for you.
Sincerest Regards,
Shannon Woo
Client Services/ Inventory Control
