The Hardwood Flooring Stores

Summary:
We felt we were deceived and upsold. I understand that they may respond by saying that they had no control over what happened. However, please keep in mind that we made a decision to spend more based on their word. When they failed to live up to their word, they offered no compensation when asked.

We were promised a premium product but received a product that was flimsy and brittle. Preverco offers samples that are of high quality but deliver a product that is of significantly lower quality.

Whole Story:
As you can tell from the rating, we had a very bad experience. I will try to be as factual as possible to try to inform you (potential customer) the best that I can.

On Aug 13, we walked into the Hardwood Flooring Store and was greeted by a salesperson (I will leave the name out because I don't want this to be personal). We were looking for Mercier Floor but was told that they no longer sold that. We were directed to other brands and given a few options.

We explicitly told him that we needed something in 5 weeks (mid Sept). He told us that several of the options would require 6-8 weeks for delivery and so we no longer considered them. He directed us to Preverco White Oak Raw (the salesperson said these were better than Mercier). It was pricier than the other options, but we were told it would arrive in 3-4 weeks (ahead of our timeline). Though we were hesitant because of the price, we were told it was a premium product. We were even given a sample and saw that it was good.

In the end, we decided to pay the extra (>$1/sqft) because we needed the floors by a certain date.

Fast forward 3 weeks, I called them and we are told that there is no timeline for our floors. I reiterated that we need them in 2 week and they said that that will not happen. I reminded them that we chose this specific floor because of our timeline. I expressed that I cannot help but think that I was upsold on an empty promise.

He assured me that wasn’t the case and that I would get a premium product soon. I asked if there is anything they could do to compensate for the delays and they said no.

I kept calling weekly and received the same message: there was no timeline and there was nothing they could do. Worse still, we were unable to go to another store because our order was ‘in queue’ and so we would not get our deposit back.

Finally, at the 7-week mark, I got a hold of a manager and I was told that they would arrive the following week. For those of you still reading and keeping score, that is the original 8-week timeline of the other floors that were cheaper.

Our contractors finally picked up the hardwood floors on and the product was nothing like the sample. While the sample was sturdy, the actual floors were brittle and flimsy. The bottom pieces (Engineered hardwood) kept breaking off. The floors themselves snapped. Please keep in mind, these are the same installers that installed our old Mercier hardwood floors and while he complimented us on those floors, his comment about the Preverco flooring was that in all his years installing hardwood, he had never installed flooring that was such low quality. (These men have 20+ years of experience in the industry).

The floors were so brittle and were breaking at such an alarming rate that we needed to order MORE HARDWOOD to finish our job. In total, we ordered almost 2000sqft to finish a job that was ~1700sqft.

Overall, it was an incredibly negative experience with Preverco and The Hardwood Flooring Stores. We do not recommend either to anyone.

I visited The Hardwood Flooring Store listed on a manufacturer's website, looking for information for the future. I was surprised to discover that hardwood could be installed without me totally vacating my condo, and quickly selected an engineered hardwood sample and made a deposit. I was given a special price for an in-stock lot. The installation seemed to go OK, but the floors creaked with every step. I asked about this before the installers finished, but they brushed aside my concern saying more humidity would solve the problem. But more humidity didn't. The Hardwood Flooring Store's only suggestion then was to put talcum powder on the joints. When that didn't work they told me that the flooring I purchased was a "clearance item" with no guarantee. I had no contract. Their supplier didn't reply to a request for suggestions. Six months later I found a reputable company and had it all torn out and replaced. A $14,000 lesson on checking reputations first.

I’m a first time house owner and wanted hardwood flooring. Nick greeted me and explained to me all I needed to know about flooring. He was patient with me as I went through my own learning and in the end I went with my first choice. He made sure my experience was amazing. The installers were Vitaly and Andrew. Simply awesome, they were very professional, likeable and did a fantastic job. I was so happy and pleased with the workmanship and they did a great clean up job. I highly recommend the store and the crew! You will not be disappointed

Very good place for flooring. Richard is a great guy, he will work with your budget and is very knowledgeable. Vitaly and Andrew are great installers.
They came on time, and completed the job on time, and even cleaned up after there install. I would HIGHLY recommend this company.

We just replaced the entire houses' flooring due to a full house reno. Was recommended Richard Barclay by a friend who had also found him for his own reno. We put in preverco engineered flooring, looks great, seems super durable and we got a great price. The floors were installed by Andrew and Vitaliy (sp?). They were great, superb attention to detail, quick and clean. Would definately recommend these guys to my friends who are doing renos. Thanks a lot guys!

(1) The Hardwood Flooring Store and their associated installers damaged my property including my new Preverco hardwood floor; my dishwasher; my cabinets; my baseboards. There are many dozens of dents and scratches on the new floor which occurred during installation. They went contrary to the approaches discussed with me beforehand. Other than replacing a punctured dishwasher pipe, they have not made things right. Instead Nick/Darren/Carey have been adversarial and dismissive towards me. (2)They did NOT install the new underlay that I had paid for, and which was approved by my condo board; instead they just drove away with the new underlay which I had paid for. Luckily I discovered this within a couple of days of the floor installation (when I again removed my cabinet kickplates and saw the new floor sitting on the old underlay). They had no choice but to give me a refund for the new underlay once I discovered that they had not installed it. (3) They charged me for work that was not performed. The initial quote included removing and disposing of the old underlay; and installing the new underlay. Obviously they did not do these tasks, but they refused to give me a refund for this work that they did not perform . They told me that they don’t charge for those tasks anyway, or they don’t charge much for those tasks so they don’t owe me a refund. (4) Their finishing nail punctured my dishwasher water pipe and caused a leak impacting my new Preverco hardwood floor. They were dismissive that this could cause damage to my new hardwood floor. (5) The floor installers; and later the plumber they sent to fix my dishwasher pipe; used my clean bathroom and left it in the disgusting condition of a port-a-potty.

Went into their Markham store to have a look. The Salesman was so obnoxious, there is no way I could possibly deal with these people. Very pushy, totally egnored what I asked for. Kept trying to steer me toward what he thought was stylish. A real know it all! I just couldn't stomach it any longer. Walked out. Went else where totally different experience!

My wife and I have always wanted to have hardwood flooring in our home but were not able to make this happen until moving into our new 23 year old bungalow home in Courtice. The home was tired and needed extensive renovations to make it more liveable for us seniors. This included a total flooring replacement of mix of worn out carpeting and old non professionally installed hardwood of mixed colouring because it had likely been installed by the previous homeowners. My family finally decided upon Perverco (Canadian) hardwood an after an exhaustive search for a knowledgeable flooring distributor, we found The Hardwood Flooring Store in Markham. I was immediately put at ease by the Staff (Joe Garanta) who explained the products, the installation requirements and the total costs for the project in exceptionally clear details that I completely understood. The flooring replacement was ~30% of my total renovation cost which I had funded out of our retirement savings, so I took nothing for granted in making this important decision. The follow up customer service offered was very supportive of my project schedule requirements, which had to be rescheduled a few times to work around other trades on the project. When the final install date was confirmed and executed, the Installers, Vitaly and Andrew, provided to install our hardwood flooring were on time every day, extremely respectful of other trades and work being completed at the same time and also extremely respectful of the inside of our home. Vitaly and Andrew ensured that they minimized dust inside the house from cutting the flooring by using a good quality dust extractor during the install. They very professionally laid out the patterns for the best visual appearance, aligned and installed the hardwood between rooms without transitions. The final installation is stunning and appreciated by everyone who sees it. Many thanks to Vitaly and Andrew for your professional skills and for making our house into a very appealing home because of these skills. I would absolutely recommend The Hardwood Flooring Store (and I do to people I know) and the elite Installers Vitaly, Andrew and other crews that help use with our flooring needs. When completed there was very little wastage from this project (there was only 3or 4 planks left over from 82 cartons used). In closing, great value for money, very professional installation, great Canadian hardwood and very professional and appreciated customer service from the knowledgeable showroom staff.
I highly recommend The Hardwood Store to everyone. I know I will be going back for my flooring needs to complete our next project the basement.

We are return customer. This time we purchase the hardwood floor for the main floor and let store installation team work for us. They did excellent job, quick and nice. Plus the hardwood floor quality is good.

We came in with a Houzz photograph showing the type of flooring we wanted for the main floor of our renovated house. Richard was great to deal with, and knew what we wanted right away. Our new walnut floors are fantastic, high-quality and Canadian made. Very happy.

Note: we did not use them for installation, so I can't speak to that.