Brampton Hardwood Floors Ltd

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.

Ian, Lina and the rest of us at Brampton Hardwood Floors thank you for your business at our huge new store at 36 Gordon Mackay Road in Toronto, which is at the junction of Highways 400 & 401 (right beside the Leon's store). We all work very hard to provide great pricing, top quality and excellent customer service to clients at all of our locations. We truly appreciate your excellent rating and top score.

Thank you so very much for your excellent review and giving Brampton Hardwood Floors the highest possible rating of 10-stars. We always encourage our customers to shop around when looking for hardwood floors, because we are confident that no one can match the price, quality and customer service provided every day by Brampton Hardwood Floors. Please enjoy your beautiful new laminate floors.

We are quite surprised that you feel this way John. We appreciate your business and our sales staff remembers you. After looking at a variety of products at various price points, you selected our Maple Cherry Mill Run. "Mill run" grade solid wood floors are not defective, they are simply value priced products that contain more knots, holes, cracks, etc. than the more expensive grades. In fact, the flooring you bought was a direct match for the showroom sample board you chose from, complete with the small holes and knots you refer to. We have numerous pictures available of the actual sample board that clearly show this, but unfortunately HomeStars does not permit photos to be added to this reply. After getting the flooring home you decided that it did not suit your needs and decided to return it. As previously mentioned, we would be pleased to apply the value of the restocking admin fee to another one of our quality floors.

Hi Nick. Thank you from all of us at Brampton Hardwood Floors for your top rating and 10-star score. Thanks also for your business new location located at 36 Gordon Mackay Road in Toronto, at the junction of Highways 400 & 401 (right beside the Leon's store). This new store is much larger than our previous Caledonia Road location, so with the vast amount of extra space it may seem like the existing staff is a little thin. We are currently looking for some sales help for store manager Lina and her team, but in the meantime please rest assured that they will always work hard to provide excellent customer service to our customers.

We at Brampton Hardwood Floors are so very pleased that you visited our huge new store at 36 Gordon Mackay Road in Toronto, which is at the junction of Highways 400 & 401 (right beside the Leon's store). Lina was manager at our previous Caledonia Road location and continues to provide excellent customer service to our continuously growing clientele now that we have moved to a much bigger building. We really appreciate your patronage and love serving our customers. Thanks from all of us for your excellent rating and top score.

Thanks for your kind words Bob. Rina is a very pleasant, knowledgeable and helpful sales associate, and an important part of what makes the team at Brampton Hardwood Floors so professional and well regarded. We are very pleased that you were so happy dealing with Brampton Hardwood Floors that you have posted your first hand experience of the excellent value and customer service only we can provide. Enjoy your beautiful new hardwood floors!

Hi Brian. Sorry that it took us a while to look into your concerns. The slight delay was due to the long 2-year lapse of time since your purchase. We had not heard from you and therefore assumed that everything had been resolved to your complete satisfaction. You will recall that you came to see us 2-years ago seeking some walnut flooring. You were shopping on price point due to budget constraints and we therefore provided you many less expensive options to choose from. You ultimately selected a country grade walnut floor from one of our showroom samples. Country grade has more grain and closed knots than the more expensive premium grade walnut. Average board lengths are also slightly shorter, although due to the relatively smaller heights of walnut trees, even in premium grade walnut flooring the board lengths average only 3-4 feet maximum. You indicated that you did not mind and chose the lower grade as it was approximately 40% cheaper. Your concerns arose after commencing installation because when you tried to get the equal of a premium product at the lower price point. The flooring we provided was an exact match to our showroom sample and of excellent quality. However, when your contractor (we are only a retailer and do not install floors) was installing the flooring you had him pick through the material to only use the longer boards with less grain and closed knots. This obviously resulted in a shortage of material and surplus that you then wanted to return to us. Notwithstanding that we had fully completed our end of the bargain and were under no obligation to do so, as a good faith gesture to ensure a positive customer experience we offered to take back all of the flooring that you had improperly rejected and even waive our restocking fee. We did not hear back from you and therefore assumed at the time that you were satisfied, and we are therefore quite puzzled as to why you would now choose to leave this negative feedback so long after the fact. In any event, we hope that over the last couple of years you have enjoyed the beautiful walnut flooring you purchased from Brampton Hardwood Floors.

We are pleased that you visited our new location at 36 Gordon Mackay Road in Toronto. After many years of excellent customer service by Lina and the rest of us at our Caledonia location, we recently moved to a much bigger building at the junction of Highways 400 & 401 (right beside the Leon's store) to better serve our growing clientele. Lina remembers you well and was keenly aware of the many poor customer experiences from our competitors. We get many clients coming to us from other hardwood flooring stores after being turned off by their indifferent attitudes, high pressure sales tactics and lower quality products at higher prices. All such customers are well taken care of and fully satisfied by the time they leave our stores. Thanks from all of us for your excellent rating and top score.