Hardwood, Laminate, Vinyl Flooring - Ottawa Giant

Hello,I need someone from your head office to give me a call immediately.I have had an absolutely awful experience with this business’s location in Ottawa, and particularly with Brian.Allow me to paint a timeline:- Thursday, July 14: Came in and selected my flooring. Spoke with Brian who agreed to come do my measurements in my home after we took possession on July 28. Paid $1,000 deposit. During this interaction, Brian told me that I could come to pick up my flooring on July 29.- Friday, July 29: Came in to pick up the flooring and was told that flooring is never ordered before measurements are taken and I must have been misinformed. Pay an additional $1,161.90.- Tuesday, August 2: Brian came to my home to do measurements.- Friday, August 12: Materials delivered to my home.- Monday, August 15: I called as I had not been given an installation date yet. I was told on this phone call that my flooring would be installed Thursday, August 18.- Tuesday, August 16: I get a call from the company that someone is currently at my home to install the flooring, even though I had been told Thursday. I run over there (I was living around the corner at the time) and no one is there. I am then told that it will be pushed to Friday.- Friday, August 19: Installers come, but cannot complete their work as, of the 25 boxes of flooring, one was the incorrect colour.- Tuesday, August 23: Installers come back to complete work, however one piece of quarterround was missed- Monday, September 12: Final piece of quarterround installed.All in all, this was a two-month process. Due to all the delays, I was delayed moving to my home. My fiancé had to take multiple additional days of work to be around for everything and to move off-schedule. In addition, my price increased from my initial estimate of $3100 to $4500. I understand that my initial price was only an estimate, but I should have been told when it changed and agreed to the higher price. Instead I was blindsided when I went in to pay. It is very hard to justify paying this much when not only did I not know that it would be this much but I also had an awful experience.I filed a complaint at the location and Brian followed up with me twice. The first time, he was making excuses for why there was delays, such as an installer having caught COVID and then being let go when they returned due to drug use. As you can tell from the timeline I shared, this was never told to me at any point and doesn’t even really hit into the timeline. If someone caught COVID, I would have been delayed at least 10 days, as per Ontario law. I truly believe he is feeding me convenient excuses to make up for their lack of organization.Today he called me back again at my request. I told him that I would like to receive some sort of compensation for the experience I had and he jumped down my throat immediately. He was incredibly rude and I ultimately hung up as the conversation was not constructive. If you take a look online, as I wish I did before signing any contract, there are multiple complaints about Brian. He does not represent your company well and should not be in a managerial role of any kind if he cannot conduct himself politely and calmly.I will be paying my balance as I do not want to have to speak to such a rude man ever again, but I will also be posting everything I have detailed here online. If you wish to have my review removed from the internet, it will only be if I receive at least a partial refund.Arielle

Im a Contractor I install floorings from many stores but best quality price is from Giant Hardwood the quality of Vinyl is the best and easy to install and engineered wood is so easy to install and quality is 5 star Good customer service !! All material for my customers come from there !! Thanks !

Good choice of hardwood at their show room in Ottawa, considerate pricing, punctual supply and professional installation. Thank you Brian and thank you Mike Gustafson for your diligent, conscientious and meticulous workmanship. The result is beautiful .

Unfortunately Brian sold me an item not as described. When trying to obtain a refund for the item I did not request he would not respond to emails, and dodged my phone request by saying he would get back to me" but never returned any other requests for reimbursement. Be weary of what you order as he requests payment prior to submitting your order and clearly won't refund if he has made an error. Edited: as the business is suggesting I’m lying and purchased the item at Home Depot here is my proof of the order in the picture. The only reason this was rectified is because I submitted a complaint through BBB. This business clearly has issues being forthright."

Kudos to Kate for best possible service and unmatched knowledge.I went into Hardwood Giant's colonade location from social media Ad and couldn't be happier. I was welcomed by Kate and she help me with everything from hardwood selection/colors/thickness/installation inq/promotions. Ultimately I purchased 1300sf of product of an promotion item but the best part of the experience is that my hardwood installer wanted me to buy a thicker product so I went back to the store inmediately and Kate went through different products with me that meets my installer's requirement. Upgraded to a different product and Kate assured me that the product been changed and will be delivered to Ottawa for pick up next thursday because my installation is scheduled for next friday. The follow up service is unmatched, Kate emailed me about 30 minutes after I left the store to confirmed my order is confirmed from warehouse and will be here next thursday which is most important to me. Will definately come back for all flooring needs :)

They installed quick and with no hiccups. Prices were great and easy to talk to ...I would recommend them to anyone.

Good. They are very busy so their voice mail box is full and may be unable to pick up the phone. His hours are reliable, stayed open until 1700, I arrived at 1645 (traffic), and was able to get prompt service.

Had issues with the installer and Brian did give me some compensation. 6 months later floor starts to lift in areas and/or separating. After many emails advised that my file was sent to head office which takes about 1-2 months. Also still unable to get someone to come and look at the flooring or provide me with a solution. As far as I am concerned the warranty the company provides mean nothing.

I would love to give hardwood Giant a 5 star review, like I had originally, but I can't in good conscience do that any longer. We hired Hardwood Giant to install hardwood floors throughout our home in the summer of 2021. Everything was great at first. We loved the service, the work was good and the staff were great. Things took longer than expected, but being in the middle of covid that was not overly shocking.Near the end of the project, we started to notice work quality decrease. We had paid to have the stairs to our basement changed, and they forgot about them. They came back and did the work, so no harm done. With the Job complete I left a review - that review was a 5-star review despite some small problems we had. We weren't happy with the trim work, but this isn't their main business so we didn't want to detract from the flooring work they did - but we did feel it was important to be truthful in our review so I included some criticism of it in my review. We even had their lawn sign on our lawn for months because we appreciated the work done.Yesterday I reached out to Brian because we noticed a couple issues - our handrail on our second floor is out-of-level, and our basement stairs are fading after less than a year. His response was shocking: After your online review I refuse to discuss anything further with you.You can contact my lawyer at Mills and Mills. "Following that I changed my review to 1-star

From the moment I stepped into the showroom Brian was very informative and provided the guidance required to make decisions. The pricing is very reasonable and the customer service is exceptional from start to finish. Mike Gustafson was amazing in installing the floors he is so precise and ensures you get the beautiful outcome you can see in the pictures. He is diligent in ensuring everything is perfect!I will recommend Ottawa hardwood giant to everyone :)