Terrible, just terrible experience with the Brampton Store (Vantana & Vince), people were rude, hung up on me and somewhere between purchase, pickup and install 3 boxes of wood went missing. The installers which were recommended by BHF, blamed the store and the store blamed the installers. Was hung up on twice. Bottom line is GREED.
UPDATE, I was contacted by Frank from Brampton Hardwood Flooring. I requested a copy of the pickup slips so that I could ask the installers about it. I received no answer to my request, just the insistence that I was at fault, which actually proves in a nutshell that there is no proof that all of the product was picked up. Really, why would I bother to argue if I was making it up that 3 boxes were missing. They did not provide me with a copy of the pickup slips for the purpose of verifying that the installers actually picked the wood up stating that it was "internal paperwork". I leave it up to the reader to discern by there own thoughts whether this company is acting appropriately or not. The response sent by Brampton Hardwood flooring is not true. I would not take a single moment to post this, but wanted any future buyer to know that the flooring went missing and as for the refund they gave me, I did READ their return policy and I asked specifically if I could return it without penalty in a reasonable amount of time. Further to that when I purchased the wood, I was told if I needed more that it would be available for many years and behold, a year later I did an add on and tried to get the wood and they didn't have it. They will say anything to get you to buy.
- Approximate cost of services:
- $6,000.00
- What could this company do to improve their services?
- Change their attitude
- Any advice to offer fellow homeowners facing a similar project?
- Go elsewhere or to a different branch of the company.
- Company Response
Hi Debbie,
Further to our exchanged emails, we have carefully reviewed all of the facts and found that there was no shortage of boxes provided to you by Brampton Hardwood Floors in this matter.
Your paperwork shows that you purchased a total of 88 boxes, or 1,944.8 SF, of Embassy 3 ½” White Oak Chocolate at a great, low price.
Your invoices show that the purchase took place on two dates:
(i) On Nov. 2, 2013 – you purchased the first 65 boxes (1,436.5 SF).
(ii) On Nov. 5, 2013 – you then bought another 23 boxes (508.3 SF)Thus, 65 plus 23 equals a total 88 boxes purchased.
The materials were picked up and signed for on three separate dates:
(a) Nov. 8th – 46 boxes
(b) Nov. 11th – 22 boxes
(c) Nov. 27th – 11 boxesA total of 79 boxes were picked up rather than the total that were ordered and paid for: 88 boxes. This left 9 boxes in our inventory. Due to your miscalculations the extra 9 boxes (198.9 SF) were surplus to your needs and you therefore didn’t want to take them. Thus, when the last 11 boxes were picked up on November 27, 2013, we did the requested adjustment and credited you in full for the extra 9 boxes.
In the result, there were never any missing 3 boxes from us as you claim.
We did everything we could to provide our usual exemplary customer service. As a good faith gesture, we gave a full refund for the extra 198.9 SF of material arising from your gross miscalculations, without charging the 15% fee that is applicable as per your invoice. We repeatedly tried to explain all of the foregoing to you but discussions were ceased when your conduct become abrasive and your position unreasonable.
We are sorry that you appear to be confused about the entire matter, and disappointed that you feel the need to post spurious allegations against us on Homestars. We remain available should you wish to calmly discuss the matter and review the backup paperwork at our store. We hope that you will reconsider your position and enjoy your beautiful, quality new flooring from Brampton Hardwood Floors.