In September 2010 we purchased flooring from Guildcraft in Mississauga at what seemed like a respectable establishment... Service was friendly, the showroom was brand new, etc. They were holding a "grand re-opening sale" in which their product was being sold at apparently reduced cost and so we thought we would check it out. After selecting some nice-looking engineered hardwood, we decided to buy virtually on the spot - the sale was only good for the weekend (should have been a red flag for us, lesson learned there). When we asked about the underlay specifications we were told that these weren't immediately accessible, but they would be made available to us in time. I took this on good faith and put down a deposit for our order. Later, we tried to get specifications for the underlay, but time after time we could not get this information (we were told that it was "confidential" which is utter nonsense). They told us to give them our condo management's email, which I did, but they did not follow through with the specifications. When I asked why the specs weren't sent, they then told me that the email bounced back and so they needed a fax instead. So I gave them a fax, and a week or two later, still nothing. They said the fax didn't work. This went on for a while and one day I went into the sales office (which, incidentally, only had customers who were in to complain about poor service), and asked for the specs in person, and they just handed me over a fax (remember, this is the same document that was supposedly confidential a few weeks before). I have serious doubts whether the specification sheet they gave me is even representative of the product they were selling - it was incomplete (3 of 5 pages were provided). At this point I almost didn't even care anymore about the specs, because our condo board, after looking at a sample of the underlay said that it looked to be of low quality, and there was also an issue about the wood the I was concerned about....
While I was having my difficulties getting specifications, I decided to look the company up on the Better Business Bureau, where they had an F rating. Bad news. Then I came to this site, where I saw some claims about the quality of the company's product. When we made our purchase, the flooring ("Obsession") was described as made in Canada, and when I asked the sales staff to give me the name of the manufacturer of the product, they said that they couldn't give it to me - they just got it from their supplier, and they couldn't get the manufacturer's name from him. Total nonsense. When I pressed for the information, a phone call was made and I was told to consult www.fusionfloors.com. I did so, didn't see my floor anywhere on their website, then called their US office (no Canadian office) and was told that they don't make any kind of wood flooring at all. I got this statement from Fusion Floors in writing, forwarded it to Guildcraft by email, but no response. I wrote again, still no response. I went back in to the sales office to ask for a full refund, as it seemed clear to me that either 1) the product was made cheaply in a developing market and it is misrepresented as Canadian or 2) the company is not competent enough to know where their product comes from. However, my request for refund was denied (bear in mind that *nothing* has been delivered to me at this point). It seemed clear that the sales staff's role is to deflect questions, so I asked to speak to a manager, and was given a phone number. I called, and when I eventually got through to the office staff, I had a polite series of conversations with someone there and I went so far as to say that I'd be willing to pay a restocking fee if necessary to get my refund. After about a week I was told that the owner said I could not get a refund. The reason, apparently, is because they already ordered the product. Again, I told them that I would pay a restocking fee, but still was denied. I asked the management staff if *they* could tell me who the manufacturer of the flooring is, and again they more or less insulted me by saying that it comes from a distributor and they can tell me who makes the floor.
I will pull this review down only if I get a refund or a *totally* satisfactory answer to the questions I posed to the company so far (as opposed to the garbage and half-truths they've been spouting off so far). By all measures of customer service, this company fails miserably.
