Reviews

Second Closet

First Review

2/10

We used Second Closet for the first time to move our home furnishings into a pod that was sitting in our driveway, while our home was being renovated. The move itself was OK. The men showed up at the agreed upon time, were friendly and worked effectively together. Unfortunately, when the day came to open our pod to bring everything back into our home, we noticed that two items had been damaged due to the way they had been packaged and stored by Second Closet. A marble coffee table was wrapped as one unit, despite the movers knowing that the marble top was to be wrapped and stored separately and our daughter's dresser had also been damaged as they placed the dresser on it's side and then packed heavy items on top of it, resulting in a broken leg. ****When I contacted Second Closet to address the issue they denied having anything to do with it, despite the fact that no one else had touched the items and the pod had stayed in the same spot the entire time. The essence of their reply was, not our fault, oh well.****** When I asked to escalate the issue, they stopped replying to my emails. When I asked an associate company to contact them on our behalf, as they had done business with them in the past, they didn't reply to them either. My experience with Second Closet has been that they do not accept responsibility for their work and when things go wrong, they simply forget and avoid you all together. *****I will not use Second Closet again. I was left with over $1000 in damage, a company that will not reply to my emails and has no concern for the damage they caused.*****

Approximate cost of services:
$2,000.00
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0/10

I dealt with this company recently and had a very negative experience. 1) The installation happened 3 days late. 2) The installer arrived late on installation day. 3) There was 1 installer rather than the 3 promised. 4) It took the installer 8 hours rather than the quoted 3 hours . 5) I had to change the delivery and setup of furniture for the room where the flooring was being installed 3x due to the installation delays. 6) The installer left a broken floor part 7) The flooring looks very different from each other While Greg (an employee) was pleasant to deal with and always polite, the service itself in my personal experience was very poor. Despite contacting the owner for some type of resolution on this issue, he has effectively ignored our concerns. I would not recommend this company.

Approximate cost of services:
$2,300.00
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Company Response

Hello,
First we regret any misfortune or issues this experience may have caused anyone. It is never our intention nor has it been for the last 65 years to set out to have any problems. As many of you know or have seen on TV the construction world sometimes is full of unforeseen things that change the original plan and timelines. Its really the nature of the business and in the middle of it all is sometimes hard to understand. Never planned at the beginning but sometimes just turns out that way. Of course during all of this I was on my personal 2 week annual family vacation. I really try my best to ( humm well disconnect ) from things. Again I know as the owner I should be working 24 / 7 no matter what but that really shouldn't be the case. I do not offer " some kind of resolution " or money back for these types of things. Our web site is very detailed as to " the construction process " as we want our customer to really understand what is involved. I personally do regret any issues this process may have caused and we do review these situations to learn as well as try to ensure they do not happen moving forward.
If you have any further questions or concerns please feel free contact me directly at steve@downtownflooring.ca or call me on my personal cell at 647-829-8344.
Sincerely: Steven Knab President of Downtown Flooring Co. Ltd.