Elite Trimworks Inc.

Hi Corey,
We can certainly understand your frustration with this. Especially when it comes down to an initial miscommunication. There is a process in place when ordering. As a customer places an order, they are asked if they agree to the terms and services to proceed with the order. We were in contact via phone and email throughout the process, including directly after you had placed your order at the end of March. You received emails that included a detailed invoice stating what products you ordered with links to our website with the product description. As well, you picked up the order from our warehouse the first week of April and signed off that it was the correct one, accepting the responsibility from that point. It was a week later, according to our records, that you realized it was the wrong product.
As we have stated in our communication with you, the product that you did order was made to order, and it is clear in our terms and services, which you initially accepted when you made the order, that products that are made to order are non-refundable and non-returnable. We did offer to waive 50% of the cost of your next order for the proper product that you wanted. Your response was this review. We are sorry for the inconvenience and frustration this has caused you. Make no mistake, we will strive to improve and ensure that our salespeople are exceedingly clear when recommending product to our clients. We do apologize again that you were unhappy, and we’re sorry we could not come to an arrangement despite our efforts.

Hi Josee,
Thank you so much for the review! We're so glad to hear that! We work hard to make sure that our products are easy to install and that we can help make sure you get everything you need. We love the pictures! Thank you for sharing them. Would you allow us to share them on our social media? Thanks again, and we look forward to working with you on any future projects!

Hi there,
Thank you so much for this review! We're so happy to hear that. We'll certainly pass on the compliments to our staff. We'd love to see a picture of the finished project if you're willing to share it! Thanks again, and we look forward to working with you on any future projects!

Hi Jeanne,
Thank you so much for the review! We're so happy to hear that. We work hard to ensure that everything gets to you on time and safely! We'd love to see some pictures of the project if you're willing to share them! Thanks again and we look forward to working with you on any future projects!

Hi there,
Thank you so much for the kind review. We're so happy to hear that the kit was easy to install and adds that little extra to the room. We're glad that you're happy with the kits and with the results. We work hard to ensure that our kits are easy to install and create a great look! We'd love it if you would share some photos of the finished product with us. Thanks again, and we look forward to working with you on any future projects!

Hi, thank you for taking the time to write this. We’re sorry to hear that you felt that you had a hard time with our customer service regarding this issue.
In regards to the planks, it is stated on the product page for the kit that you purchased that “The plank may be shipped pre-cut, or they may be shipped at 8ft, thus may require cutting on site.”
We can certainly understand any confusion over being shipped 1 vs 2 planks according to the needs of your project and the damages, but as it was stated in the communication between you and our customer service team, only one plank was needed as it would need to be cut down into the panels. While you may not think it fair, it worked out to cover the damaged pieces, especially as you we able to complete your project.
Now, we completely understand your frustration in the assumed costs of the materials, the kit itself and the shipping, and the comparison you’ve made on your own. “According to Elite Trimworks, I was charged a special price on shipping of only $25.00, in a separate transaction, vs. $79.00 UPS charges them to ship to the USA from Canada. Hmmm I asked them why is that? Why would UPS charge less for a kit than the same exact items ordered individually.” There may be some confusion as it was stated in the communication between yourself and our team that the kit would ordinarily cost around $79 to ship, and the shipping special was $25. It would have cost less to ship the individual plank(s) as offered. As we responded to you: “it was $79.00 for a full kit, however it would not be that much to ship 1 or 2 planks, cut in half to 47" sections. Perhaps around $30.00 - $40.00 to ship.” There is still a marked difference between the cost of ordering a kit and having it shipped to ordering each individual piece and having them shipped. Because of the popularity of the kits and the ease they offer clients in installation, we absorb the cost difference of shipping to provide a shipping special on them. That being said, we do apologize for any confusion, and we will be certain to look into this clarity discrepancy that you’re referring to. We want to ensure our customers feel comfortable and certain about working with us.

Hi there,
Thank you so much for the review! We’re so glad to hear this! Our team works hard to ensure that there’s great communication and that the products are fantastic to work with. We’d love to see a picture of the finished look, if you’re willing to share. We’ll be sure to pass on the compliments to the team. Thanks again and we look forward to working with you again in the future!

Hi Chris, Thank you so much for the review. We’re glad to hear that we could help with the assembly and had the right product for your needs! We’d love it if you could share some photos with us of the finished product. We look forward to working with you on any future projects you may have! Thanks again!

Hi Sandy, thank you so much for the review! We’re so happy to hear that! We’ll be sure to pass on your compliments to the staff. We’d love to see if a picture of the complete project if you’re willing to share it. Thanks again and we look forward to working with you on any future projects.

Thank you so much for your review! We’re so glad to hear this! We work hard to give our clients the best choices possible and it sounds like we’ve succeeded! We’d love it if you’d share a photo of the finished project with us! Thanks again and we look forward to working with you on any future projects!