ComplaintsforHardwood Giant

• Initial Complaint

  11/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Paid $500 deposit on 29th Feb 2024, for installation of flooring on Friday, March 8th. We explicitly agreed that the work would be completed on Friday, as I had painters and movers coming in right after. The agent Ali said yes and agreed to everything. I called to confirm timing on Thursday (March 7th) evening only to find out that installation would not happen on Friday. Because apparently they cant make the material as their machine is down. I was given no prior notice and only found out when I called them. They said the installation date was a week later. **** *** ************* ** I visited the store to cancel the order and ask for a refund, but they promised me early delivery date the following week with a discount. I said I'll consider it once I see the invoice, but in the invoice they increased the prices significantly and added additional charges that were not there earlier to beef up the invoice by $1300. They also kept asking me to pay the full amount (including installation costs) through e-tansfer even before I have received material. **** ****** ********** ** I asked for a refund instead. Since they said material wasn't made, this should have been easy. The refused refund. They broke the contract by not delivering and installing the material on Friday, and have decided to just keep my money. I've asked for a refund multiple times. I have received no material and no services for the money paid. They refuse to give my refund. *** ***** ** ************ ** ******* ******* ** ***** *** ************ *** ***** ************ ********* ******* I have had to go with a different flooring company but I want my money back. **** **** ********* ** ***** ******* *** *** ********* ******** ******** ********** *****

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went into hardwood giant in Pickering with a sample of nosing from my stairs. With the help of the salesman, we found a color that matched very well as I have quite a bit of red in my wood stairs and main floor. I paid $9800 and scheduled the work to be done. The installers showed up, within a few hours, my top stair nosing sustained damage. *** ********* *** **** **** **** **** ********** **** *** ****** *** ********** ** **** *** *** **** The crew installed wood right over the vent in one bedroom and then had to rip out that floor to find the vent and open another box of wood to fix their error. The product thar was delivered was totally the wrong color when compared to the sample. The floor also has total manufacturing damage to the entire floor, it looks like wagon wheel indents are all over the floor, leaving a curvey pattern from one end of the house to the other...looks absolutelyhorrible. I immediately contacted the sales person who came over, took pictures, tried to tell me thus was called handscraping and didn't comment on the color which is completely different. I have left multiple emails and have tried to call customer service, but there is no customer service. I went into the store to get a refund on product that was not delivered and also the extra box that was used to fix the vent error. I was given a partial refund and advised I would only receive the rest when I sign a satisfaction survey. I have advised that I want a full refund and the floor taken out as it is not the correct color and is totally damaged. There is no manager to talk to, no customer service person and no one who responds to emails. I am not in any way satisfied, but they are holding a refund ******* unless I sign.

• Initial Complaint

  30/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hello, we ordered 2,200 square feet of flooring from this company in May 2023. The flooring arrived in October 2023 but was completely the wrong flooring. We contacted our sales rep who agrees that it's not the correct flooring the manufacturer supplied. The sales rep said he would be in contact with the supplier and would get this sorted. We have been going back and forth since October and they keep giving excuses. They said the owner was in India until November 23rd and when he arrived back, he would personally go to the manufactured and speak with them. Today they called us and said too bad we aren't taking the flooring back and we aren't refunding the money. We are in the middle of a renovation, and this has delayed the project tremendously. We had to source out new flooring so not to mention the cost of this it's been tremendously stressful. ** ******* *** carried all the boxes (over 100) in and out of our house then back in again as they said they were coming to pick it up and never came. We didn't want the flooring to get damaged or stolen so we carried it in again. We just want our money back and they can take the flooring back.

• Initial Complaint

  30/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was selecting flooring at the Hardwood Giant Scarborough store on November 16, 2023. At that time, the merchant said that this was the last day of Black Friday and there would be a tax-free discount for purchasing flooring, so I paid Cad 5,400 in advance as required by the store. A few days later they sent someone to measure the usable area of ??the floor. On November 27, we went to the store to formally sign the purchase contract, but found that the area they measured did not match our actual area, so the total price greatly exceeded our budget. So we requested to cancel the order on the spot and return the full deposit. But was rejected. I have emailed them several times to inform them of our decision not to purchase, but they have always disagreed. They only agreed that they could cancel the installation service, but they had to purchase the flooring. This is unreasonable. I did not send a reminder and did not use any of their services. I should receive a full refund. Hope to get your help!

• Initial Complaint

  26/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Problem: Ordered 35 boxes of Hickory Engineered hardwood by obsession (handscraped, Silvernight, 6" by 3/4", item number *****) to match my existing wood in the master bedroom and hallway ( ordered and installed by Hardwood Giant in 2017). We received the 35 boxes only to discover that it is not the same wood at all. Although all boxes are lablelled with correct item number (****** In August 31, 2023, I ordered hardwood from Hardwood Giant in Brampton. We needed the wood to finish the remaining 3 bedrooms. We already installed this specific wood in the master bedroom and hallway so it had to match the existing. The sales manager (J.D. S.) took my order and assured me that thy have more than sufficient amount in stock. He claimed that he had 39 boxes of the Hickory engineered hardwood (Silvernight), 6" by 3/4" by Obsession. He asked mme to put a $1000 deposit and the remaining amount is due before delivery. I paid the $1000 deposit and we agreed via email and text that delivery will be set for September 25th. A week before the expected delivery I called Mr. S. to confirm and paid the remaining balance as he requested On Sept. 25th, I called to enquire on the time of the delivery and he then advised me that they are scrambling to find 35 boxes of the requested wood & he doesn't want to take a chance delivering some unmatched boxes. He offered to have it manufactured and to ensure that it is identical to what we ordered. So, we agreed to proceed with that. two days later I called to ensure that we are getting the delivery. Mr. S. never took the initiative to inform me of any issues but when I called he said that it's still being made in London. Weeks passed and I kept calling and getting the same answer, he would tell me that I should get it on Wednesday - same story every week with no outcome. Finally, when I called on Tuesday, October 10, now he tells me that the wood arrived at Brampton but I need to come to confirm the stain. I couldn't really understand the reason and I sent him pictures to show him our existing floor. He insisted that I would go to confirm the stain. ** ******* *** I went the same evening and arrived there around 6pm. When we met Mr. S. and asked him to show us the samples, he said, it was too late because the factory (next to them) closes at 6. We went back the next day and waited for him to show us the samples. it took him about an hour then he brought some planks with very similar colors. So we picked one but i mentioned to him that ours has a variety of colors (some dark & some light). He assured my it will be the same with this one. Finally, on Monday, October 16th, the wood was delivered (35 boxes). the item number on the boxes is 13455. On Thursday, October 19, my installer came to start the installation. He laid out a few pieces of the new wood and after a couple of hours he advised me that he will not install the wood since it's completely different than the original one - it's not at all the same quality - he said it's more like a laminate and does not have any resemblance to the original wood. Needless to say that it was all a ****! The following day, I called Mr. S. to let him know and asked to return the wood and get a refund. He said we can return the wood but we will not get any money back! ** ******** called him again in the afternoon to give him another chance to resolve this issue. The only thing he offered is that we go back and bring a sample and discuss. We asked them to come over and see the difference, they completely refused.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May Concern, I wish to express my profound dissatisfaction regarding the flooring installed in February 2022. Not only was the initial installation subpar, particularly regarding the refinishing of the stairs, but subsequent remedial efforts have proven futile. Almost a year later, after persistent follow-ups, the team addressed the unsafe stairs and replaced the lifting floor planks. Regrettably, the same section has once again lifted, pointing to a recurrent mechanical flaw in the batch of planks used. This issue is not a mere inconvenience; it's a safety hazard. My son, *** ** ********* ******* ***** *** ******* ** ****** *** ********* ** ********** ***** ** has fallen multiple times due to the defective flooring, *** * ** ******* concerned ***** *** **** ** ***** ******* ** **** It's disheartening that a product under a lifetime warranty has presented so many issues within its first two years. I've made numerous attempts to resolve this with the designated sales representative, Alishan. Per company directives, I've provided the requested photographic evidence and have reached out via calls, email and texts. However, Alishan's responses have been evasive, and he has now ceased all communication. My trust in the product's integrity is shattered. Given the recurring failures, I firmly believe that the installed vinyl flooring is inappropriate and request its replacement with laminate at Harwood Giant's expense. I invested a significant amount in this flooring, expecting quality and durability. The present situation is neither acceptable nor safe for my family. I am open to a constructive dialogue and seek an expedient resolution. *** ****** *** ********** ** ** *** *** ********** *** I thank you for all your efforts in advance.

• Initial Complaint

  18/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased Engineered hardwood flooring from Hardwood Giant Brampton ******** ****** ***** **** ******* *** Brampton, ON ******. Hardwood floor we like and chose and then ordered ******** *********, but the product this supplier delivered was total different. We matched the sample with our existing upstairs floor and it was 90% match and we were very happy about it. Manager/Sales Person (JD) convinced us to get this because it is rich and very good. However what he delivered to us was totally different. Actual sample has multiple color shading. The one store sent to us has red color shade all over. * **** ******** ******** *** **** *********. Afterwards we had numerous discussion with JD and he refused to commit that they have any fault in their product. I have shown him samples that what they delivers and compared with the sample they had in store. It was totally different and still did not budge. We ordered 1850 square foot of flooring. ******* **** ****** we had not choice but to get that installed ******* ** **** ** ****** ** ****** **** ** *** **** on main level. Other reason, was * ** *** **** **** ***** ** *** ******* *** ** ******** ******** since JD was not willing to accept the fault and compensate. I called and sander and staining company and thought that may help and re-stain the floors. Then we found out the veneer on top of the engineered hardwood floor was so thin that sanding was not an option. In addition to above, We were short by 100 sq. ft of flooring. We asked JD to get us additional 100 sq ft of flooring and he was not honoring it at all. He kept us in limbo for 5 weeks before I moved on to another supplier. This company has no respect for customers. I like you to help me out as your team did back in 2005 for me. I need to have my money refunded to me, plus installation cost. Because I now have to reordered the new flooring, then dismantle old hardwood then get reinstall. * ***** ********* **** ** ************** **** ******* **** ****** ** ****** ** * *** *** **** **** ** ***** ****** ** *** ** **** * **** ******* ****** * **** *** ********** * *** ******* ********** *********** ***** ***** ** ******** ***** ** *** **** ***

• Initial Complaint

  14/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Sept 02,2022 Inv. ********* Purchased engineered flooring for my house. I paid $13931.54. After installation, I noticed some squeezing noise on the floor. I notified the person who I dealt with at the store. He asked me to send him a video and he will then notify the installer to come and look at it. I did send him the video and follow up message but I have not receive any response from him. I called but no answer from him either.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 18th, 2023, we visited Hardwood Giant, Barrie location showroom. We met and were looked after by a very pleasant sales consultant named Rohan S. He showed us several samples of engineered hardwood. Rohan told us that the flooring we liked (*********, ***** Hickory natural 6 X 3/4 squft/box) was made in Canada. We were also told that it was 99% VOC free and that humidity wouldn't affect the flooring we bought, he specifically said this was great for people living by the lake (which is us). When we received our flooring, there was NO indication that the flooring was made in Canada or any other documentation to substantiate what we were told in the showroom. Nothing. We called Rohan, who then became unsure about the origin of the engineered flooring we bought. He said he would call his boss to find out. While we waited, we called other stores that supplied ********* flooring (made by ***** forest products), one person didn't know where it was made, others said it was made in China. After many calls to Rohan, he was finally given permission to give us the number of his boss Jashan **************. After talking to her we were told she hasn't had a problem in 5 years and that we should just trust that the flooring is made in Canada. She then assured me she would connect with ***** forest products and acquire the documentation we were seeking to prove that our flooring was made in Canada. She said she would forward this information to Rohan and he would give it to us the next business day. This never happened. Emails went unanswered and when we called Jashan's number we were hung up on. All we want is the proof to substantiate the claims that were made to us (made in Canada with Canadian wood, 99% VOC free) OR a full refund.

• Initial Complaint

  15/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We made a bulk purchase of 3 bedrooms worth of engineered hardwood flooring as well as 9 uncolored hardwood steps and 10 risers with a can of stain to match the floor material from Hardwood Giant in Kitchener Ontario March 25, 2023. Materials were delivered in early April to our address in London Ontario. After fully staining the uninstalled stairs as well as trim and material for the side we had to source elsewhere, the ‘stain’ they sold us labelled by their manufacturer as a match to our floor turned out to be a grey oil paint, not a brownish stain. Upon realizing this mistake, we reached out to them regarding the error. After over a month of sending pictures, driving pieces of stairs and stain to their showroom an hour drive away, and countless phone calls to the showroom and head office, they have given us every reason they could muster not to replace or refund the stair material and stain as it is now useless to us. They first told us we would have to sand off the color ourselves which we rejected as we don’t own sanding tools or a small mountain of sandpaper. They also tried to say they would reimburse for the stain but not the material, did not accept. Last offer they had, their final offer as of June 12, 2023, was to sell us new material at their cost upon which we told them we would be contacting the better business bureau regarding their treatment of this issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩