Three Towers Flooring

Thanks Bryan.

Thanks Carol. Cumaru is actually pretty common, but the red cumaru that you got is difficult to get. That is a "true" exotic wood, and nothing gives us us greater pleasure than hearing a customer is happy. I passed on the message to the installers as well. Thanks again.

We do not take back returns of unopen boxes, EXCEPT for jatoba, red oak and maple natural, in semi gloss. Every thing else is considered a custom order. We make no secret of this, it is written into the bottom of the sales orders, it is on our web page, and there is a sign directly behind the order desk in plain site of any customer who is making a purchase. We sell factory direct, meaning we run each and every order on a custom basis. We have become very efficient, and our quality is our primary concern. This policy not only ensures a better price for our customers, it also ensures better quality. By definition, we are in business to make money. If we take back a box, that means we'd have to re-sell the same box to another customer. All our flooring is kept in climate controlled environment. Once we ship to the customer, we do not know if they are storing it in a garage, a basement, in a barn, etc. If it is exposed to extreme humidity or cold. How would you like to have someone else's sloppy seconds? With that said, we would have gladly taken back customers 3 boxes if it was finished in a semi gloss. But the customer above wanted it in matt finish, and said he was driving all the way from Collingwood because no one else could match our price, or do it in a matt low gloss finish. If there was a misunderstanding, we apologize. Like I said, we are proud of our return policy, as it ensures better quality and lower prices for our customers. We put it on our web page, right next to our warranty for crying out loud! Here is what it says, word for word on our web page: "Please be advised that since Three Towers Flooring runs every order "custom", meaning we only manufacture the amount that you require for your job, we are not able to accept returns of un used boxes, UNLESS the item being returned is Jatoba natural, semi gloss. A normal waste factor is between 5 and 10% extra over the actual measurements."

There was some issue with ordering Bernice custom vents. She ordered them after the wood was delivered. I checked the courier slips and we shipped it twice. We ended up refunding the order, but it was shipped twice! We have the slips from ICS courier. Short of driving to Oshawa to deliver the vents myself, I can't say what happened. We try to do the big things right, and we may be guilty of over looking some of the smaller details like tracking down couriers and tracking numbers. If that is the case, I apologize to Bernice and her husband.

Jennie, I appreciate your review but lets be fair.. you are leaving out quite a few details that might actually help other customers, first and foremost that the gouge was caused by a grand piano that you said you would hire a piano mover.... The customers contract states that she would move all the furniture, instead when we got to the home our installers were advised to move all the furniture, and even dismantle electronics, t.v, stereo and the like. The long and the short of the story is that we are not furniture movers. In Jennie's house, we had to remove all of the existing hardwood floor, install a new sub floor, install brand new hardwood and laminate, and install new baseboards. And we made clear that "customer responsible to move all furniture". We went over the piano, especially the piano many times. In person, on the phone and in writing So just imagine, all of that work being done, with a house full of furniture, not to mention a 3500 pound grand piano that we had to keep moving around! Its easy to say we gouged your floor, but you did not live up to your end of the deal. Just a reminder to all customers, we really don't charge for furniture moving unless it is excessive. And if it is excessive, we probably prefer not to do the job. Our installers are highly skilled at installing floors but none of them has any experience moving pianos, or dismantling electronics, packing dishes and glasses. Its not what we do, and I am sure you can search Homestars and find reviews for good movers. Also Jennie, I did offer to send my guys back to do board replacements for the boards that were scratched when moving that piano. I followed up with you twice actually. You instead asked us to discount your bill for the installation, which we did as a courtesy.
Regarding the payment claim, you filled out a pre-authorized credit card form so that the wood could be delivered while you were on vacation. Your installation was paid by check, and we discounted you $250 for the gouge in your floor, which is about what a good piano mover would have charged you to move it out of the way and put it back when we were done our job.
Please keep in mind our job is hard enough as it is, we do between 500 and 600 installations a year. We are not going to be perfect on every job, I don't think anyone can expect that. But there definitely are things that customers can do, in order to make our job easier, and their renovation flow smoother at the same time. I'm sorry we gouged Jennie's floor, but what are we to do, when the customer doesn't live up to their end of the deal? If she had hired a piano mover like we advised, and she agreed, she wouldn't have this problem.

Thanks very much for your review, we do appreciate the feedback on our quality. We manufacture & distribute our own brand. Our best sales team are actually the installers. And when a new installer installs our wood and likes it, it means that we'll get on average an extra 8-10 sales per year just for that installer. So yes, we try hard as heck to monitor the quality. We are very strict. Anything that doesn't meet our QC standards gets put on the clearance/odd lot section of our web page and sells for a discount.

To re-cap our return policy, here is a link to our web page where we outline the polciy. http://www.threetowersflooring.com/tc-949/sc-957.html

A normal rate of waste is between 5 and 10%. So to play devils advocate, hypothetically speaking, lets just say we get an order for 10,000 square feet. And you come back 6 weeks later and say, "well I measured wrong, or my wife wanted to do the rest of the house in tiles, so I only needed 2500, and I want you to take back the rest..."

The other problem we have with taking back boxes, is that we simply do not know what kind of conditions they are stored in once they are shipped out of our warehouse. Our warehouse is climate controlled and kept at constant humidity/temperature. Who's to say that a customer doesn't store his wood in a shed in his back yard, or in his garage. And when he brings it back, the wood can be warped, or damaged and no longer useable. Would you, as a customer want to pay good money to have someone else's sloppy seconds? I don't think so.

Some policies have to be made with the greater good in mind. That's the bottom line here.

We are not Home Depot or Lowes, we are a small boutique manufacturer/distributor run by 3 brothers. This is what customers need to understand. In order to compete with a Home Depot style return policy, we'd either have to increase the price or decrease the quality. My advise, is to just follow the industry standard and order between 5 and 10% extra.You don't want to run short, and if you do have 2 or 3 boxes left over its not necessarily a bad thing. You would be surprised how many people have a small leak or flood, or have some furniture moved and are looking for extra wood to fix their floor.

thanks very much Lynn. That was very nice of you to take the time and send this review. We really do appreciate it.

thank you Vijay. Always a pleasure doing business with you and your family.

Hi Jackie, that was very nice of you. We appreciate your business.