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Business Profile

Hardwood Floors

Hardwood Giant

This business is NOT BBB Accredited.

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Complaints

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

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Hardwood Giant has 7 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/09/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We purchased Engineered hardwood flooring from Hardwood Giant Brampton ******** ****** ***** **** ******* *** Brampton, ON ******.
      Hardwood floor we like and chose and then ordered ******** *********, but the product this supplier delivered was total different. We matched the sample with our existing upstairs floor and it was 90% match and we were very happy about it. Manager/Sales Person (JD) convinced us to get this because it is rich and very good. However what he delivered to us was totally different. Actual sample has multiple color shading. The one store sent to us has red color shade all over. * **** ******** ******** *** **** *********.
      Afterwards we had numerous discussion with JD and he refused to commit that they have any fault in their product. I have shown him samples that what they delivers and compared with the sample they had in store. It was totally different and still did not budge. We ordered 1850 square foot of flooring. ******* **** ****** we had not choice but to get that installed ******* ** **** ** ****** ** ****** **** ** *** **** on main level. Other reason, was * ** *** **** **** ***** ** *** ******* *** ** ******** ******** since JD was not willing to accept the fault and compensate.
      I called and sander and staining company and thought that may help and re-stain the floors. Then we found out the veneer on top of the engineered hardwood floor was so thin that sanding was not an option.
      In addition to above, We were short by 100 sq. ft of flooring. We asked JD to get us additional 100 sq ft of flooring and he was not honoring it at all. He kept us in limbo for 5 weeks before I moved on to another supplier. This company has no respect for customers.
      I like you to help me out as your team did back in 2005 for me. I need to have my money refunded to me, plus installation cost. Because I now have to reordered the new flooring, then dismantle old hardwood then get reinstall. * ***** ********* **** ** ************** **** ******* **** ****** ** ****** ** * *** *** **** **** ** ***** ****** ** *** ** **** * **** ******* ****** * **** *** ********** * *** ******* ********** *********** ***** ***** ** ******** ***** ** *** **** ***

    • Initial Complaint

      Date:14/08/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Sept 02,2022 Inv. *********
      Purchased engineered flooring for my house. I paid $13931.54. After installation, I noticed some squeezing noise on the floor. I notified the person who I dealt with at the store. He asked me to send him a video and he will then notify the installer to come and look at it. I did send him the video and follow up message but I have not receive any response from him. I called but no answer from him either.

    • Initial Complaint

      Date:08/08/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      On July 18th, 2023, we visited Hardwood Giant, Barrie location showroom. We met and were looked after by a very pleasant sales consultant named Rohan S. He showed us several samples of engineered hardwood. Rohan told us that the flooring we liked (*********, ***** Hickory natural 6 X 3/4 squft/box) was made in Canada. We were also told that it was 99% VOC free and that humidity wouldn't affect the flooring we bought, he specifically said this was great for people living by the lake (which is us). When we received our flooring, there was NO indication that the flooring was made in Canada or any other documentation to substantiate what we were told in the showroom. Nothing. We called Rohan, who then became unsure about the origin of the engineered flooring we bought. He said he would call his boss to find out. While we waited, we called other stores that supplied ********* flooring (made by ***** forest products), one person didn't know where it was made, others said it was made in China. After many calls to Rohan, he was finally given permission to give us the number of his boss Jashan **************. After talking to her we were told she hasn't had a problem in 5 years and that we should just trust that the flooring is made in Canada. She then assured me she would connect with ***** forest products and acquire the documentation we were seeking to prove that our flooring was made in Canada. She said she would forward this information to Rohan and he would give it to us the next business day. This never happened. Emails went unanswered and when we called Jashan's number we were hung up on. All we want is the proof to substantiate the claims that were made to us (made in Canada with Canadian wood, 99% VOC free) OR a full refund.

    • Initial Complaint

      Date:15/06/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We made a bulk purchase of 3 bedrooms worth of engineered hardwood flooring as well as 9 uncolored hardwood steps and 10 risers with a can of stain to match the floor material from Hardwood Giant in Kitchener Ontario March 25, 2023. Materials were delivered in early April to our address in London Ontario. After fully staining the uninstalled stairs as well as trim and material for the side we had to source elsewhere, the ‘stain’ they sold us labelled by their manufacturer as a match to our floor turned out to be a grey oil paint, not a brownish stain. Upon realizing this mistake, we reached out to them regarding the error. After over a month of sending pictures, driving pieces of stairs and stain to their showroom an hour drive away, and countless phone calls to the showroom and head office, they have given us every reason they could muster not to replace or refund the stair material and stain as it is now useless to us. They first told us we would have to sand off the color ourselves which we rejected as we don’t own sanding tools or a small mountain of sandpaper. They also tried to say they would reimburse for the stain but not the material, did not accept. Last offer they had, their final offer as of June 12, 2023, was to sell us new material at their cost upon which we told them we would be contacting the better business bureau regarding their treatment of this issue.

    • Initial Complaint

      Date:14/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On May 5th, 2023 I had approximately 900 sqft of hardwood flooring installed in the upper level of my home. On that day we also had 312 linear feet of baseboard installed. We purchased both products from Hardwood Giant in Kitchener, Ontario. We noticed via our surveillance cameras that Hardwood Giant had overcharged us by 2 boxes of hardwood flooring. We also noticed that the baseboard installation was very unprofessional and full of mistakes. Bhargav D. a salesperson with Hardwood Giant visited our home on Monday, May 8th to see the work and agreed that the word was substandard. He offered a piece of 12ft of baseboard to replace some areas that were not fixable and needed to be replaced and we agreed we would complete the work. We did not want the same team of installers doing the job again with fear of the result being the same. Once we started working on the baseboards we noticed that the entire job was unacceptable and we would spend many hours fixing the mess they left behind. Instead of having the team back at my place we offered to complete the work if they refunded us for the installation cost of the baseboards alone. The cost for the installation of the baseboards was $458.33. I sent Bhargav several email messages asking for a response *** ** ** ******** ** ****** ** ********. * ******* **** *********** all the trouble caused by the installers, that amount is reasonable, considering the entire cost of the flooring and baseboards was over $8,000.00. We overlooked some other issues caused by the installers, such as them stapling our sliding pocket door so it was locked in place, in addition to a significant amount of damage to walls we had recently patched and painted.

      Customer Answer

      Date: 07/07/2023

      You can close this complaint because we receive a refund from Hardwood Giant. The refund was the cost of installing the baseboards.
      Thank you

    • Initial Complaint

      Date:06/02/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      March 2022 I purchased flooring from the store in Ottawa ** *** ****** *****  Had many issues with the installer and advised the store owner. When payment in full was due I reviewed the issues with the owner and he in turn did provide me with some credit off of the bill. In the first week of December had an issue with the flooring in some spots lifting and in one area my shoe got caught on the lifted flooring causing a chip in flooring. Went to the store spoke to the person behind the desk she took pics off of my phone and said that the person who arranges for someone to come out would get back to me. After not hearing I did a follow up with the store owner who said to send pics which again I did. Did not hear back. After another email I was told the file was sent to head office and it would take 1-2 months ***** * **** **** ** ******* ***** ** ** ** ********** **** *** ***** ** * ********** ***** ******  My invoice no. is ************ I cannot believe that I have not even had anyone come to look at the flooring. ** *** ** * ** ********* *** ******** **** ******* ****** ** *** *** **** ***** *******

    • Initial Complaint

      Date:13/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We ordered flooring and paid the deposit at the time of ordering. We informed them our contractor would be picking up the flooring for us and he said "no problem, we will get it ready for him and he can pick it up". The order was to be in the following Thursday and we were to received a call once the order was ready for pick up, since we had our contractor standing by to pick up the flooring. Nobody called Thursday. We reached out to them Thursday evening to see what was going on. Made arrangements for pick up on Friday morning. Store is supposed to open at 9:30am, nobody showed up until after 11am. Our contractor was left waiting there. This costs us extra time and money, contractors are not cheap. Our contractor had our credit card number to pay for the remaining balance. After showing up almost 2 hours late, the manager informed us that they won't accept credit card numbers and our options were either Etransfer or we would have to personally drive in and pay with credit card. I was out of town and not able to drive in, and we can't send an E-transfer for that high of an amount, most people have a $2k per day limit. Non of this was mentioned to us at the time of ordering, even though we had explained what would be happening ahead of time. At this point we had lost all faith in this store, since not one of the arrangements we had confirmed had been followed. We asked for them to simply cancel the order and refund our deposit. At this point we were told that we need to take the product or they would charge us
      a 35% cancellation fee! After they had not held up a single part of the agreement, **** ***** ** *** ** **** *** ********** ************ ****

    • Initial Complaint

      Date:20/12/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      We went to Hardwood Giant on Nov, 26, 2022. We mentioned to them that we need the flooring around Apr or May of 2023. The sales person JD said that they can hold the price of the items without GST until we are ready. Mr. S. sales talked us into putting in a $2,000.00 deposit after saying that we might need around 1200 in qty. After we put in the credit card and he printed the receipt, on our way back home I read the terms and conditions that it is a non-refundable deposit. So we went back to the store on Dec 2nd to ask them to cancel the invoice and refund us the deposit since Apr and May is 4 months away and we are short of the money. Mr. JD  said that he will have to contact the suppliers if it was already ordered. We asked how could they have ordered the materials when it is months away and there's lots of time for them for cancel with the Supplier. He said he will inform the Supplier and that the terms and conditions is non-refundable deposit printed on the receipt. I asked why did he not disclose to us the terms and conditions before we paid. Had he told us the terms and conditions and became truthful and upfront we will definitely not put on any deposit until we are ready. He insisted to email him the cancellation and invoice number so he can tell the office and the Supplier. I emailed him and their office. I followed up by phone and emails few times and he said that he still have not reached out to the Suppliers. He said to call their office but when I tried no one answers. * **** ** *** ** **** ********** ***** **** ******* ** * ** ******* **** ********* *** *** **** ** *** ** ****** ******* **** ******** ****** *** ***** **** ******* ***** ******** *** ******* ** *** ***** ********* ** ********* ***** ** ***********  *** ** ** *** ************ * ********* **** * **** **** * ********* **** *** *** ***** ** **** ** ** ******** * **** ** ***  I truly hope BBB will help us with this present problem and get our deposit back.

    • Initial Complaint

      Date:17/10/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am writing in regards to the poor product and customer service I've experienced Harwood Giant Mississauga ********** ********* I have been complaining since March 2022 to associates about the quality of flooring we purchased. This flooring was installed on my entire lower level and done by a professional.
      My invoice number is **********.
      The planks are not only coming up, but also have split.
      Since the identical product is no longer available, the entire lower level flooring needs to be replaced. According to their website this product comes with a 15 year commercial and lifetime residential warranty. (It was installed approx. 3 years ago)
      I spoke to the store manager Babar and he agreed to get back to me and see what he can do. It's been over a month. Subsequent calls and emails to both the store manager and their general customer care have been ignored and unreturned for weeks.

    • Initial Complaint

      Date:28/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Last October we hired hardwood giant to come and replace our stairs we are still in the process of them completing it 10 months later. The first attempt was a ********* the team destroyed our walls, asked for gas money because the job was too far, **** * ***** **** ** ** ************ *** ******** * *** **** * ***** **** **** ******* *** ** *** **** ** **** ** ***** They left holes in the railing the landing was only partially done they only painted half of the baseboard *** **** **** **** **** ******* *** ******* * ******** **** **** *** ***** ***** ******* ****** **** ***** *** *** ************.

      The next several months we were ghosted with no returned calls, numbers blocked, messages left and nothing. Finally we received information that 7 months after the job had initially started someone was going to come and fix all ******** mistakes. * ***** **** *** *** ***** *** ********* **** ** *** ******** *** no returned calls happened all over again.


      It's 10 months later and we are still waiting for something to be done. * ***** *** ********* **** ******* ** ** ***** ****** We originally paid 6000$ for the stairs to be complete. They have sent 2 people in only to paint some things the wrong colour and then rip up baseboard that had nothing to do with the stairs than leave. ** **** ** *** ******** *** ** *** **** *** ***** *** *** ******* ** ***** ** ***** *** *** ** ** ******* **** ****** **** * ******** *****

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