Complaints

This profile includes complaints for Hardwood Giant's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hardwood Giant

  8032 Torbram Rd Brampton, ON L6T 3T2

• 

  Hardwood Giant

  4057 Fairview St Burlington, ON L7L 2A4

• 

  Hardwood Giant

  12 - 150 Britannia Rd E Mississauga, ON L4Z 2A4

• 

  Hardwood Giant

  6 - 1381 Victoria St N Kitchener, ON N2B 0A1

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  Hardwood Giant

  28 - 4300 Steeles Ave W Woodbridge, ON L4L 4C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m reaching out because I’ve discovered a discrepancy in the quantity of material I received. According to the invoice, I paid for 858 square feet at a rate of $2.10 per square foot. The invoice states that each box contains 24.50 square feet, but upon inspection, each box actually contains only 23.35 square feet.
  
  Here’s the breakdown:
  
  Each box contains 8 planks, each measuring 7 inches (4.66 feet) wide and 60 inches (5 feet) long.
  That equals 23.35 square feet per box, not 24.50.
  I received 35 boxes, which totals 817.25 square feet.
  This means I received 42.75 square feet less than what I paid for.
  Additionally, during our conversation on June 12, 2025, you mentioned you would follow up regarding the 2% credit card surcharge applied to my order. Unfortunately, I haven’t heard back from you. I’d like to express my disappointment with this experience—it’s not what I expected when doing business with your store.
  
  If store policy includes a surcharge for credit card payments, it should be clearly communicated and visibly posted at the point of sale. ********* ****** *** ** ********* ** **** ******* ***** *** ************ 

  Customer Answer

  Date: 26/06/2025

  Yes it has been resolved. 

  
  

  Thanks for your help

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hardwood Giant
  ******** ******** ******** left on hold told they would call back for multiple weeks.
  Poor product and installation not honouring product warranty

• Initial Complaint

  Date:18/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They told me the product I was buying was loose lay, when I went to install it, I discovered it was click. The store then refused to take it back. Flooring is brand new in the package.

• Initial Complaint

  Date:06/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially had a budget of $6k for a carpet removal and laminate installation job.
  
  I had been in touch with Hardwood Giant for a few months.
  
  I finally gave a deposit of $3k around the 20th of August for some work to be done ASAP.
  
  However, the sales rep kept increasing the prices on the engineered hardwood install and hence we requested for pricing for laminate instead.
  
  Even those prices were much higher than originally promissed and hence we requested for a refund.
  
  However, they are now charging for a restocking and admin fee even though the material hasnt even been finalized as yet.
  
  I have been requesting for details about the refund, but there has been no response from the head office.
  
  Please help in getting my refund back.

• Initial Complaint

  Date:11/03/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $500 deposit on 29th Feb 2024, for installation of flooring on Friday, March 8th. We explicitly agreed that the work would be completed on Friday, as I had painters and movers coming in right after. The agent Ali said yes and agreed to everything. I called to confirm timing on Thursday (March 7th) evening only to find out that installation would not happen on Friday. Because apparently they cant make the material as their machine is down. I was given no prior notice and only found out when I called them. They said the installation date was a week later.
  **** *** ************* ** I visited the store to cancel the order and ask for a refund, but they promised me early delivery date the following week with a discount. I said I'll consider it once I see the invoice, but in the invoice they increased the prices significantly and added additional charges that were not there earlier to beef up the invoice by $1300. They also kept asking me to pay the full amount (including installation costs) through e-tansfer even before I have received material. **** ****** ********** ** I asked for a refund instead. Since they said material wasn't made, this should have been easy. The refused refund.
  They broke the contract by not delivering and installing the material on Friday, and have decided to just keep my money. I've asked for a refund multiple times. I have received no material and no services for the money paid. They refuse to give my refund. *** ***** ** ************ ** ******* ******* ** ***** *** ************ *** ***** ************ ********* ******* I have had to go with a different flooring company but I want my money back. **** **** ********* ** ***** ******* *** *** ********* ******** ******** ********** *****

• Initial Complaint

  Date:11/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into hardwood giant in Pickering with a sample of nosing from my stairs. With the help of the salesman, we found a color that matched very well as I have quite a bit of red in my wood stairs and main floor. I paid $9800 and scheduled the work to be done. The installers showed up, within a few hours, my top stair nosing sustained damage. *** ********* *** **** **** **** **** ********** **** *** ****** *** ********** ** **** *** *** **** The crew installed wood right over the vent in one bedroom and then had to rip out that floor to find the vent and open another box of wood to fix their error. The product thar was delivered was totally the wrong color when compared to the sample. The floor also has total manufacturing damage to the entire floor, it looks like wagon wheel indents are all over the floor, leaving a curvey pattern from one end of the house to the other...looks absolutelyhorrible. I immediately contacted the sales person who came over, took pictures, tried to tell me thus was called handscraping and didn't comment on the color which is completely different. I have left multiple emails and have tried to call customer service, but there is no customer service. I went into the store to get a refund on product that was not delivered and also the extra box that was used to fix the vent error. I was given a partial refund and advised I would only receive the rest when I sign a satisfaction survey. I have advised that I want a full refund and the floor taken out as it is not the correct color and is totally damaged. There is no manager to talk to, no customer service person and no one who responds to emails. I am not in any way satisfied, but they are holding a refund ******* unless I sign.

• Initial Complaint

  Date:30/11/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, we ordered 2,200 square feet of flooring from this company in May 2023. The flooring arrived in October 2023 but was completely the wrong flooring. We contacted our sales rep who agrees that it's not the correct flooring the manufacturer supplied. The sales rep said he would be in contact with the supplier and would get this sorted. We have been going back and forth since October and they keep giving excuses. They said the owner was in India until November 23rd and when he arrived back, he would personally go to the manufactured and speak with them. Today they called us and said too bad we aren't taking the flooring back and we aren't refunding the money.
  
  We are in the middle of a renovation, and this has delayed the project tremendously. We had to source out new flooring so not to mention the cost of this it's been tremendously stressful. ** ******* *** carried all the boxes (over 100) in and out of our house then back in again as they said they were coming to pick it up and never came. We didn't want the flooring to get damaged or stolen so we carried it in again. We just want our money back and they can take the flooring back.

• Initial Complaint

  Date:30/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was selecting flooring at the Hardwood Giant Scarborough store on November 16, 2023. At that time, the merchant said that this was the last day of Black Friday and there would be a tax-free discount for purchasing flooring, so I paid Cad 5,400 in advance as required by the store. A few days later they sent someone to measure the usable area of ??the floor. On November 27, we went to the store to formally sign the purchase contract, but found that the area they measured did not match our actual area, so the total price greatly exceeded our budget. So we requested to cancel the order on the spot and return the full deposit. But was rejected. I have emailed them several times to inform them of our decision not to purchase, but they have always disagreed. They only agreed that they could cancel the installation service, but they had to purchase the flooring. This is unreasonable. I did not send a reminder and did not use any of their services. I should receive a full refund. Hope to get your help!

• Initial Complaint

  Date:26/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem: Ordered 35 boxes of Hickory Engineered hardwood by obsession (handscraped, Silvernight, 6" by 3/4", item number *****) to match my existing wood in the master bedroom and hallway ( ordered and installed by Hardwood Giant in 2017). We received the 35 boxes only to discover that it is not the same wood at all. Although all boxes are lablelled with correct item number (******
  
  In August 31, 2023, I ordered hardwood from Hardwood Giant in Brampton. We needed the wood to finish the remaining 3 bedrooms. We already installed this specific wood in the master bedroom and hallway so it had to match the existing. The sales manager (J.D. S.) took my order and assured me that thy have more than sufficient amount in stock. He claimed that he had 39 boxes of the Hickory engineered hardwood (Silvernight), 6" by 3/4" by Obsession. He asked mme to put a $1000 deposit and the remaining amount is due before delivery. I paid the $1000 deposit and we agreed via email and text that delivery will be set for September 25th.
  
  A week before the expected delivery I called Mr. S. to confirm and paid the remaining balance as he requested
  
  On Sept. 25th, I called to enquire on the time of the delivery and he then advised me that they are scrambling to find 35 boxes of the requested wood & he doesn't want to take a chance delivering some unmatched boxes. He offered to have it manufactured and to ensure that it is identical to what we ordered. So, we agreed to proceed with that. two days later I called to ensure that we are getting the delivery. Mr. S. never took the initiative to inform me of any issues but when I called he said that it's still being made in London.
  
  Weeks passed and I kept calling and getting the same answer, he would tell me that I should get it on Wednesday - same story every week with no outcome.
  
  Finally, when I called on Tuesday, October 10, now he tells me that the wood arrived at Brampton but I need to come to confirm the stain. I couldn't really understand the reason and I sent him pictures to show him our existing floor. He insisted that I would go to confirm the stain. ** ******* *** I went the same evening and arrived there around 6pm. When we met Mr. S. and asked him to show us the samples, he said, it was too late because the factory (next to them) closes at 6. We went back the next day and waited for him to show us the samples. it took him about an hour then he brought some planks with very similar colors. So we picked one but i mentioned to him that ours has a variety of colors (some dark & some light). He assured my it will be the same with this one. Finally, on Monday, October 16th, the wood was delivered (35 boxes). the item number on the boxes is 13455.
  
  On Thursday, October 19, my installer came to start the installation. He laid out a few pieces of the new wood and after a couple of hours he advised me that he will not install the wood since it's completely different than the original one - it's not at all the same quality - he said it's more like a laminate and does not have any resemblance to the original wood. Needless to say that it was all a ****!
  
  The following day, I called Mr. S. to let him know and asked to return the wood and get a refund. He said we can return the wood but we will not get any money back!
  
  ** ******** called him again in the afternoon to give him another chance to resolve this issue. The only thing he offered is that we go back and bring a sample and discuss. We asked them to come over and see the difference, they completely refused.

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I wish to express my profound dissatisfaction regarding the flooring installed in February 2022. Not only was the initial installation subpar, particularly regarding the refinishing of the stairs, but subsequent remedial efforts have proven futile. Almost a year later, after persistent follow-ups, the team addressed the unsafe stairs and replaced the lifting floor planks. Regrettably, the same section has once again lifted, pointing to a recurrent mechanical flaw in the batch of planks used.
  
  This issue is not a mere inconvenience; it's a safety hazard. My son, *** ** ********* ******* ***** *** ******* ** ****** *** ********* ** ********** ***** ** has fallen multiple times due to the defective flooring, *** * ** ******* concerned ***** *** **** ** ***** ******* ** **** It's disheartening that a product under a lifetime warranty has presented so many issues within its first two years.
  
  I've made numerous attempts to resolve this with the designated sales representative, Alishan. Per company directives, I've provided the requested photographic evidence and have reached out via calls, email and texts. However, Alishan's responses have been evasive, and he has now ceased all communication.
  
  My trust in the product's integrity is shattered. Given the recurring failures, I firmly believe that the installed vinyl flooring is inappropriate and request its replacement with laminate at Harwood Giant's expense. I invested a significant amount in this flooring, expecting quality and durability. The present situation is neither acceptable nor safe for my family.
  
  I am open to a constructive dialogue and seek an expedient resolution. *** ****** *** ********** ** ** *** *** ********** *** I thank you for all your efforts in advance.