Brampton Hardwood Floors
Reviews and Complaints

I got a quote for a lower price, but I didn't actually get that price. They said they would deliver the flooring by a certain date, but they were almost a week late. The installer showed up, but there was no flooring for them to install. And to top it off, no one ever returns my phone calls. This is B J B from Waterdown.

Worst customer service I ever encountered. They treat you like trash, just a transaction. Come, pay, and leave. Don't bother us. I signed a contract and put a deposit for hardwood at a specific price. They contacted me the next day and told me the price went up. I had to pay the difference. I said it wasn't fair since I already signed for that price. They refused!

They also took my old receipt with the original pricing and denied its existence when I asked for it back. They started yelling at me.

Recently we decided to extend the hardwood floorin on the second story of our house. We had to customize our order and decided to go with Brampton Hardwood Floors Ltd. that has a great reputation.

There I met with Ms. Vandana G. a very knowledgable, professional and courteous Sales Representative. Ms. G. is like an Air Traffic Controller looking after customers in the store, on-line and on the phone. She is direct and to the point. Knows her hardwood flooring and remains calm at all times.

Ms G. arranged for the production of the custom hardwood floors, the delivery and the installation. The pre-production was reviewed by me as arranged by Ms G. prior to going into full production and Joe the Manager was very knowledgable and helpful every step of the production process.

One employee was really pushy for me to buy flooring. He called me 5 times and texted all day for my credit card. I gave him my deposit and didn't need the floors until next month...but he said my deposit secured my floors.

I called a month later to schedule a pick up, the lady said she would check and call me back, she called me back in 5 minutes and said we can go same day (this was on a Sunday). I arrived with two vehicles from 45 minutes away. They told us we needed to go to the other location to pick up. We went to the other location to be told it's closed on Sundays. I went back to the original location and the lady who confirmed that our flooring was ready for pick up took no responsibility and told me to relax. Another customer stepped in and said how can you tell a customer to relax, she seems relaxed to me. The sales rep ignored us and answered a phone call. Then she told me this is not her fault and I need to be more compassionate. I asked them to deliver the floors as this was out of my control and they should pay for it, she said 'not going to happen'. I was then told to go back to the other location because someone will help me. We got there and another customer was also given the run around. Finally someone showed up and after searching for one hour, without a mask by the way, he said he couldn't find my floors and thinks they don't have stock. I then went back to the main site and asked for a refund and the sales rep took no responsibility, didn't apologize and said 'I don't know what happen'. I then requested a refund and the sales rep took my sheet but I stepped in and advocated to have a refund from a sales rep wearing a mask.***. They don't care about your experience...they *** didn't care that they couldn't find my floors after taking my money. I understand mistakes happen, but this was more than a mistake and the company's response was I needed to be more compassionate - as they had my money.

On Nov 7/21, I bought hardwood flooring from Brampton Hardwood Floors Ltd for $316.97. I chose engineered wood that was originally priced at $2.99 per square foot. It was on clearance for $1.10 per square foot. I asked the guy working there why it was so cheap, and he said some pieces had "knot grooves" that people didn't like, and it was a thinner hardwood (3/8 instead of the usual 3/4). I needed 175 square feet, but he suggested I buy 250 square feet so I could select the pieces I liked without knots. I ended up purchasing a total of 12 boxes.

When I got home and opened the boxes, almost every single piece had a 'print' on the finish, as if it had been stored with something on it in a wet or damp place. Many other pieces were broken or chipped at the seam. Additionally, half of the pieces had large chalk marks that were deeply scratched into the wood. These scratches, finish damages, broken pieces, and chalk marks cannot be fixed by washing or polishing.

Today, I went back to the store to complain and ask for a refund. The lady at the counter assured me that the marks would come out, but when she tried to remove them herself, she realized they were permanent. Suddenly, she started yelling at me, saying I was "lucky to have gotten it so cheap" and that "all hardwood has those marks." I explained that my contractor would now have to cut the pieces into smaller ones to salvage what she could. Our argument escalated when I requested a threshold piece without charge, and the older man working there kicked me out of the store.

This product is damaged, disrespected, and not what I was promised. Their response to my complaint was dismissive, claiming that "you knew it was rustic." However, it was not rustic; it was completely damaged. I ended up throwing away 4 boxes and will have to cut the remaining long pieces into small, unattractive ones to salvage what I can. I am seeking a full refund.

I went to Brampton Hardwood on July 22 to order some Mahogany select or better flooring. I made sure to remind the salesperson, Kumar, to document the select or better as we had discussed. He assured me that he had done so and asked if I wanted to check. I trusted him and said there was no need. I paid $7.40 per square foot for a total of 2261 square feet, which came to $18,906.48. As I was leaving the store, Kumar came outside and informed me that there would be two batches of the flooring, but they were from the same manufacturer. One batch had to be ordered directly.

When I picked up the flooring on August 13, I was told that there were actually three different batches, but they were from the same company. I expressed my concern about this, but was reassured that there would be no noticeable difference. I also noticed that some of the boxes were damaged, but I wasn't sure of the full extent of the damage.

The floor installer came to inspect the wood and plan the installation. I informed him about the three batches, which made him concerned. He asked to see a piece from each batch and upon examination, it was clear that the quality, milling, height, and color of the wood were not the same. I called Kumar and he said that the milling issue could be easily fixed by the installer himself. The installer asked if he would be compensated for his labor, but Kumar said he would call back. However, he never did and my attempts to communicate with him were ignored.

Despite the communication issues, I continued to try and resolve the situation. I requested either an exchange for one batch or a full refund. I was then put in touch with Joe, who also had difficulty with communication. We had planned for him to inspect the wood at my home, but the appointment was canceled. Finally, he mentioned that there was a shortage issue. From September to January, I patiently communicated with Joe, who was supposed to resolve the issue. However, at the beginning of January, he said he would resolve it by the end of the month, but I have not received any response to my follow-up emails and texts.

To make matters worse, I recently realized that the wood sample I was given, which I thought was a 4" sample, is actually a 5" sample. Initially, I was interested in the larger 5" size, but Kumar convinced me that the 4" size was sufficient. Now I realize that I was given the wrong sample.

The behavior of salesperson Kumar has been unacceptable. Even the receipt does not reflect what he said was written, as he did not include the select or better designation that I had requested. My text communication clearly shows that I was not looking for an inferior product. If I had wanted that, I could have purchased it for half the price in Scarborough.

I would like to either exchange the wood as I had outlined or receive a full refund. My house has been without flooring since the carpet was removed in preparation for the installation. This is concerning for the structural integrity of our home. The installation of the stairs has also been delayed because I need to be sure of the floor material and color before proceeding with the staining.

I chose Brampton Hardwood because I was 100% satisfied with the Mahogany wood I had previously purchased from them for another home. However, this time I did not receive the same quality. I have sent pictures of the wood as evidence. If there is any additional information needed to resolve this issue as soon as possible, please let me know. Thank you in advance, as this is my final attempt to resolve the matter before taking legal action if necessary.