Reviews

This profile includes reviews for Elite Mouldings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Mouldings

  8 - 25 Royal Group Cres Woodbridge, ON L4H 1X9

• 

  Elite Trimworks

  4500 140th Ave N STE 101 Clearwater, FL 33762

Review Details

• Review fromChristopher R.

  Date: 15/03/2024

  1 star

  Christopher R.

  Date: 15/03/2024

  ***** ******** **** ******* ** ******** *** * ******* ** *** ***** **** **** ****** ***** **** **** ******** I purchased 3 Gable Pediments for my house and upon receiving product it was shortly discovered the pitch cut was incorrect as well as the horizontal posts being poorly cut. Upon countless emails to ****** ******** along with photos showing the poor product I still have not been able to resolve the issue. I am now disputing the charges with ********** and I'm fully confident I will be fully refunded $$$. ***** ********* ****** ** *** **** * ***** **** **** ******* ** ***** *** ********* *** *******
  
  
  
  
  

  Elite Mouldings

  Date: 14/06/2024

  Hi ***********,

  
  

  Thank you for your feedback. We're sorry to hear that your experience was frustrating and the resolution to your issue took too long. We appreciate your business and we value your time and your trust in us. As soon as you contacted us regarding the incorrect pitch and uneven cuts to the pediments you received, we opened an investigation into the cause of the quality control issue, as this product was sourced from a third-party supplier. 

  
  

  Unfortunately, due to the issue likely originating from a supplier's error, we were unable to quickly resolve your issue ourselves. We did eventually get confirmation from our supplier that this was a manufacturing error on their part, and we offered to provide you with a full refund or free replacements. You opted for free replacements in a larger size, to accommodate for any defects should they appear again. We shipped those out to you as soon as possible, and we hope that we resolved the issue for you, albeit slowly.

  
  

  That being said, we sincerely apologize for the manufacturing error and the delay in resolving this issue. We want our customers to feel supported and at ease there are issues with their orders, and we will continue to improve our response and fulfillment times to serve you better in the future.

• Review fromCorey M

  Date: 01/05/2023

  1 star

  Corey M

  Date: 01/05/2023

  ** *** ***** **** **** ******* ** **** ***** ***** *************** *********** ** ******* ***** ***** ********* After informing us incorrectly about the boards we could order that fit the needs of our space, they wanted to charge a 20% restocking fee to take back our order. After asking to meet in the middle with the restocking fee (and, still no accountability/ownership that they provided us the incorrect boards) they let us know that the owner refuses to have these boards back and he will no longer help us resolve this issue.
  Key takeaways
  1. Sales rep provided incorrect information for placing an order
  2. Elite Trimworks accepts zero responsibility and accountability for their team members mistakes
  3. Terrible customer service
  4. Continues to place blame back on the customer

  Elite Mouldings

  Date: 03/08/2023

  Thank you for taking the time to review our company, we apologize we were not able to rectify this matter in a solution that you agreed with.  Although some important key factors are missing from your review.  The order was placed, by you, via our website where when purchasing the made to order item, that never indicated or gave assumption was reversible, it stipulated that this was non returnable/non refundable.

  
  

  Furthermore, no where else was it noted in the correspondence our sales team made an error when quoting you nor stipulated this product was reversible.  
  
  
  
  Our terms and conditions are also listed clearly in our site.  We give all clients the transparency required to have a smooth transaction with us and a superior level of customer service and availability as well.  Prior to check out we ask clients agree to these to ensure you are aware of them prior to placing your order.  Also on the product page we stipulate what's considered made to order or quick ship.  We again send the link to our Terms and conditions upon order confirmation on your invoice copy.
  
  
  
  To reiterate some points already explained by our sales associate "All the PVC planks that were listed on the sticky note by our sales team can be used in their intended way and for what you are doing; It is simply the style that is not what you thought you were purchasing and we have provided you with options to rectify this as a customer service gesture, even though this is not mandatory and it is clear on the website where you placed the order from. 
  
  
  
  The entire product issue began with you advising that there were some scratches on the side of the planks that were going to be exposed as that is the side of the plank that wanted to use/be shown. However, now to rectify your issue further by providing replacements for those planks so you can still install the planks as you wish, you are advising that this also will not suffice.
  
  
  
  The planks that you thought you were purchasing were the reversible planks, beaded on one side and smooth, v-groove on the other. You ordered Beaded, NON-reversible planks and advised us that you wanted to use the other side, but now you are telling us that is not the side you intend to use either. "

  
  

  We again apologize you chose a product you no longer like; however, there was every opportunity and customer service platform to confirm and all details specifically prior to authorizing these to be made for your order you placed.
  
  
  
  As a small company we simply would be out of business if we allowed our clients to take zero responsibility for their projects and purchases and return anything, anytime, regardless of material, time, labor and work that went into creating it for them.  We pride ourselves on our extensive transparency online and customer service we provide as well as the craftsmanship of our carpenters.  We ensure that time nor product is wasted by doing this allowing us to be accountable where dictates.

  
  

  By all means if we had made an error we absolutely would make it right for you, our client, but we had not in this situation.  We did offer 50% off your next order of the product you did want, but simply cannot take something back made directly for you, where our time and money has been put into fulfilling your order as you ordered it, only to be at a loss, out everything on our end, when we fulfilled your order accurately.
  
  
  
  Ultimately we have tried our absolute best to work with you and again we apologize you do not feel the same but wish you all the best in your project goals and do hope you can use the material ordered and supplied as such in another sustainable way.

  
  

  All the best.

• Review fromCharles S

  Date: 18/11/2022

  2 stars

  Charles S

  Date: 18/11/2022

  The wainscoting product I ordered from Elite Trimworks was excellent, the customer service, however, was severely lacking. I ordered a 52-inch beadboard wainscotting kit and two of the 8-ft. panels were damaged in shipment. Not their fault, but Elite Trimworks promises 100% customer satisfaction for any reason. I contacted Elite Trimworks and they offered me a choice: ship two new panels or refund me the cost. Wanting to get the project done, and having the possibility to work around the issue, I opted for a refund. They only refunded the cost of one panel ($14.19). I was expecting a refund for two panels. I thought that was fair since I saved them shipping costs of the replacement panels. Elite Trimworks estimated the shipping cost for two replacement panels to be in the $30-40 range. When I asked about that I was told they believed they were fair in their resolution since the eight-foot panels needed to be cut to length anyway. My first misunderstanding, I was expecting the panels necessary to cover 8 linear feet would be cut to 47-inches. I investigated and found the cost of the exact items individually and not in a kit were cheaper than the kit. However, according to Elite Trimworks, I was charged a special price on shipping of only $25.00 vs. $79.00 *** charges to ship to ******* from ******. I asked them why *** charge would less for a kit than the exact items ordered individually. I did some arithmetic and discovered the remaining shipping cost is added to the kit price. It was only after emailing about the damage issue did Elite Trimworks mention this in our correspondence. Bottom line: Elite Trimworks is not honest with consumers when it comes to total cost including shipping regardless of how their product is purchased. I prefer to deal with companies that are transparent and honest with shipping charges. Not by making the consumer think purchasing a kit is better than buying the number of products required for a project separately.

  Elite Mouldings

  Date: 14/12/2022

  Hi,
  thank you for taking the time to write this. Were sorry to hear that you felt that you had a hard time with our customer service regarding this issue. 
  In regards to the planks, it is stated on the product page for the kit that you purchased that The plank may be shipped pre-cut, or they may be shipped at 8ft, thus may require cutting on site.
  We can certainly understand any confusion over being shipped 1 vs 2 planks according to the needs of your project and the damages, but as it was stated in the communication between you and our customer service team, only one plank was needed as it would need to be cut down into the panels. While you may not think it fair, it worked out to cover the damaged pieces, especially as you we able to complete your project. 
  Now, we completely understand your frustration in the assumed costs of the materials, the kit itself and the shipping, and the comparison youve made on your own. According to Elite Trimworks, I was charged a special price on shipping of only $25.00, in a separate transaction, vs. $79.00 *** charges them to ship to ******* from ******. Hmmm I asked them why is that? Why would *** charge less for a kit than the same exact items ordered individually. There may be some confusion as it was stated in the communication between yourself and our team that the kit would ordinarily cost around $79 to ship and the shipping special was $25. It would have cost less to ship the individual plank(s) as offered. As we responded to you: it was $79.00 for a full kit, however it would not be that much to ship 1 or 2 planks, cut in half to 47" sections. Perhaps around $30.00 - $40.00 to ship. There is still a marked difference between the cost of ordering a kit and having it shipped to ordering each individual piece and having them shipped. Because of the popularity of the kits, and the ease they offer clients in installation, we absorb the cost difference of shipping to provide a shipping special on them. That being said, we do apologize for any confusion and we will be certain to look into this clarity discrepancy that youre referring to. We want to ensure our customers feel comfortable and certain about working with us.