Got lower grade Maple Mill Run instead of Maple Traditional
On March 27th 2012, I went to Brampton Hardwood Floors. On seeing the selection I decided on Imperial Collection Hard Maple Natural Traditional type. An installer / sales guy named John was helping me. I also spoke to an associate Vanadana over there about this hardwood. I pointed to Imperial Collection Hard Maple Natural Traditional and let them know that I was interested in that. After that I went to the cashier, who was Vanadana only, to check on the size of a vent cover. Soon John also came there & told me that I should place an order for my selection, Hard Maple Natural Traditional, since it was on a good deal. As I was sure about that particular wood I placed an order for 24 boxes for the same. I paid for it & a few days later John was supposed to pick it up & bring it to my place for installation. John did not come himself but sent 2 guys working under him for the installation. Each box was labelled as Maple Natural MILL RUN. The word Traditional was not there at all. I learnt that Mill Run is the lowest grade. It is either poor quality or is very short length. I called John about this but he told me to call Brampton Hardwood Floors. I spoke to Vanadana & tried to explain to her that probably there was a mistake, they had sent Mill Run instead of the Traditional variety of Maple Hard wood, but she became extremely rude, she was not willing to listen to me. My husband also tried to speak with her but she hung up in his mid sentence. I was left with no choice but to go to the store. I took the bill there & told Vanadana that I had not ordered Mill Run but she simply told me that Traditional & Mill Run were one and the same. I told her then why did the sample not specify Imperial Collection Hard Maple Natural Traditional / Mill Run. She insisted that it was one & the same thing. I then approached the Manager Vince Scott. He seemed to understand my issue, I told him I felt wronged & he came out with me to see what I had ordered & then went to speak with Vandana, but something transpired between them (frankly I thought that Vanadana was shouting at him) & then he changed his tone with me. What I had not noticed was that Vanadana when taking my order had written Mill Run instead of Traditional in the order. I, in all faith assumed that she was entering what I had ordered. Hence now Vince told me that the paper said Mill Run & so that’s what I have got. I was taken aback. I requested Vince if he could change the product for me but he said to change it, would cost me another $400 since both Traditional & Mill Run were the same cost, if I wanted to upgrade to a more expensive product then they would waive off the $400. Why would he agree to change it if both the products were the same?
The next day I went to return the product back & noticed that the product which till now only said Imperial Collection Hard Maple Natural Traditional now said Imperial Collection Hard Maple Natural Traditional / Mill Run. They obviously do not want anyone to catch them.
Besides being wronged & going through a lot of stress I also lost money. I had paid $2011.29 & got back only $1508 as they had a restocking charge of 25%. I do hope I am able to get justice somehow & at the same time I would like to warn all prospective buyers going to Brampton Hardwood Floors to read very carefully as to what is being written in the order or they might end up like me.
- Approximate cost of services:
- $2,011.29
- Company Response
Anita, the photograph you posted is not of the product that you purchased. We are very surprised and disappointed by your negative review. Both we and the independent third-party installer were extremely patient and accommodating in all our dealings with you, even in light of your adversarial, unreasonable behavior and constant flip-flopping as to how you wanted us to try and help remedy any concerns.
The wood you purchased was of excellent quality for the price, and in our showroom was always referred to and openly labeled as Traditional/Mill Run. We do not understand why you are now insisting that there was some type of attempt on our part to hide the Mill Run description. By your own admission, the invoice that you signed before picking up the wood clearly stated Mill Run. You did not raise any concern until actually opening the boxes at your home, and then changing your mind and deciding that you wanted a higher priced alternative. You then asked the third-party independent floor installer to stop all work and load the wood into his truck to follow you back to our store. The installer then waited for you for around two hours while we explored different wood grades and finishes that you were considering in place of the original product. You then advised that you were actually satisfied with the original product and had the installer bring the wood back to your home for installation (which would take place the next working day as so much time had been wasted). That night, you changed your mind again and called the installer to advise that you would not be using the product and to have him again deliver it back to our store. Your actions caused the installer to lose two days that he could have used to complete another job. Notwithstanding, throughout all of this waffling on your part, both we and the installer always treated you with the utmost patience and respect (even though the treatment by you was not returned in kind.) The restocking charge is our policy on cancelled orders, and is clearly posted throughout our store and on our invoice. It is unfortunately required to cover our administrative and employee expenses for receiving, repacking and restocking the products. We repeat that we always strive to keep our customers happy and would be pleased to apply the restocking charge to other product if you wish to purchase same from us.