Very upset with salesperson, Vandana and manager, Joe. Bought a very expensive hardwood. Was told it was in stock. Bought one box to take home and had other 33 boxes delivered at a charge. When we received our order it was the incorrect batch. When we called to tell them the problem they told us that was what we ordered and, by the way, they did not have enough of the original mill run, only 29 boxes. We agreed to switch out the 29 boxes of the original batch we wanted and kept 4 boxes of the different mill run they sent us. The kicker is that we had to pay for the delivery AGAIN to have the correct merchandise delivered. Spoke to Joe, apparently the manager, told him the entire story, was told that it was our fault that we picked up one box first and had the rest delivered the next day. He would not credit us the second delivery charge. Am very upset that a company such as Brampton has zero customer service. Buyer beware, they are great when you are buying but once you have bought you are on your own even if it is their fault. We were forced to pay a second delivery charge because they sent the wrong product the first time.
- Approximate cost of services:
- $170.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi Rosemary,
As was explained to you, the reason that the second delivery was required was simply confusion due to the natural lightening processes inherent in certain wood species. The sucupira hardwood you bought is a beautiful Brazilian hardwood product. The nature of sucupira wood will cause it to "amber" or grow lighter in colour with the passage of time. To avoid confusion with customers, we have two representative samples of sucupira wood in our showroom, an older lighter sample showing the wood after it has "ambered" and a newer sample which is still slightly darker. Once you received your product you were concerned that the hue was not matching your needs and we therefore agreed to provide replacement sucupira hardwood from an older batch so you would not need to wait for the natural "ambering" process to run its course. There were no issues with quality or mistakes on our part, the wood was correct and the change in batches was at your request. Thus, as the change was not our fault the cost of delivery of the replacement batch was not our responsibility. Your husband acknowledged this when he came to pay for delivery at our showroom. Notwithstanding, in the interest of good faith customer relations our manager Joe had offered to split the cost of shipping the replacement batch. We felt that it was a reasonable way to try and resolve your concern, but you did not accept. Please feel free to contact us should you wish to discuss. We have been in business nearly 30 years and service about 30,000 customers a year from our various locations, and pride ourselves on our excellent customer service.