Complaints
This profile includes complaints for Shepherd's Home Hardware Building Centre's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:22/10/2025
Type: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.
Purchases and interactions with Shepherds Home Hardware related to my complaint.Oct 26, 2021 purchased vinyl flooring from Shepherds Home Hardware. $3446.92 Sept 07, 2025- consulted with staff and purchased recommended products to prepare subfloor for vinyl tile installation. $615.76 Oct 4th, 2025 consulted with Design Centre staff re: grout/warranty requirements for the installed vinyl tile. The specific vinyl tile product was identified and the staff member determined the appropriate grout, ordered it in and I prepaid for it $108.02.Oct 10, I called the design centre and they said my order was in. I picked it up and grouted the floor. Oct 15, I called to order more as I had ran out of grout. I spoke with the staff who had ordered the grout and when she learned the grout was in a bag and not premade, she told me they had given me the wrong grout. She offered to give me another bag of the wrong grout at no cost, and recommended for matching to continue with the existing grout. I learned that my order of the appropriate grout had not actually arrived yet.The application of the wrong grout nullifies the vinyl tile's lifetime warranty and the incorrect grout is predicted to crack.Oct. 16 I emailed the staff and said receiving 2 cheaper bags of grout, losing my warranty and facing the prospect of poor quality floor due to this mistake is not a fair remediation for the mistake. The staff member consulted with her manager and offered reimbursement for the correct grout ($108.02) and I keep the correct grout, an additional bag of the incorrect grout and grout removal tool. I responded that this was not a fair remediation. Oct 21, the manager emailed and stated that the grout is a point of sale and they are not responsible for the installation of the wrong grout and are sorry about the mistake.The cost, labour and time involved for installation, and now the depreciation of the new floor, loss of warranty, and future repairs should be considered.Customer Answer
Date: 23/10/2025
desired settlement:
Shepherds Home Hardware to remove incorrect grout and install correct grout within 1 month (approximately 150 square feet grouted with incorrect grout) or reimbursement of cost of flooring to compensate for loss of lifetime warranty and depreciation of floor quality and future damage due to incorrect grout.
Business Response
Date: 28/10/2025
Hi ******. Ive been informed of your request for us to come remove the grout or reimburse the cost of the flooring. As far as warranty, the grout and the vinyl will have separate warranties so removing the grout in a professional way shouldnt make a difference on the vinyl warranty. Again as we only supplied the materials we will are not required to be involved in the labor to remove the grout, but Ive confided with my boss and out of good faith we are willing to help with your costs to remove the grout. I did check with our professional tile installers and this looks to take about 4-5 hours of work so a credit of $250 is what we can do.This is in addition to the already credited grout you received yesterday. I await your thoughts.Customer Answer
Date: 10/11/2025
Complaint: 24047124
I am rejecting this response because:This is in response to Shepherds Home Hardwares email explaining that they only supplied the materials and are not required to be involved in the labor to remove the grout but in good faith will offer a credit of $250.00 for the removal of the incorrect grout. This amount was determined after checking with their professional tilers on the estimated time and price for the removal.
I called four tile companies for quotes on the job and sent photos of the floor.
One I did not hear back from,
Two declined due to scope of the work and the damage that will be incurred to the vinyl floor from removing the grout
The Tile Guy sent an estimate of $750 and subsequent $80/hour should it take longer and a note: Please be advised that, due to the characteristics of the vinyl tile floor, the removal of the grout will be more complex and time-consuming, as there is an increased risk of damaging the vinyl. As we did not install this vinyl flooring, we cannot be held responsible for any lifting of the vinyl flooring.
I want to reiterate that despite Shepherds claiming that they are responsible only for the material they provided and not for the installation, the issue is there was nothing wrong with the installation. It was completed meticulously to optimize the value, longevity and appearance of the floor. The key component of the issue is the product they provided.
I consulted Shepherds and relied on their expertise to select a product for a specific purpose and an "implied warranty of fitness for a particular purpose" was created. ****************** breached this warranty by informing me my order of the correct product was in but providing the wrong product that was not fit for its intended use. I installed this product in good faith I was using the right product. This has resulted in nullifying the floor's warranty and grout damage if it is left in; or floor damage if the grout is removed.None are good options. I have been a loyal customer to ********************, and believed they are a company that has integrity and is accountable and honest. (I have spent almost $5000 there just on this floor alone). An ideal response at minimum would have been to provide their expert knowledge and help problem-solving and consultation on possible resolutions including subsequent damage with the options. Instead their initial response was offering another bag of the wrong grout for free, and after my appeal, next offering 2 grout removal tools and the container of the correct grout and lastly a smaller sum to offset costs of grout removal.
I will accept a $750.00 credit at Shepherds to offset the costs for the removal of the grout.
Sincerely,
****** *********Business Response
Date: 20/11/2025
Hi ******,
Thank you for your detailed message and for taking the time to outline your concerns. We sincerely apologize for the frustration and inconvenience this situation has caused you. We appreciate your patience throughout this process and your long-standing support of Shepherds.
After reviewing your request, we will honour your request for a $750 Shepherds Gift Card to help offset the cost of the grout removal.
Your gift card will be ready for you to pick up at our Reception Desk upstairs at the main store, *****************************************************
If there is anything further we can assist with, please dont hesitate to reach out. Thank you again for your understanding, and we truly appreciate your continued loyalty to Shepherds.
Warm regards,
Shepherds Hardware (***** ***** - Retail Store Manager)Customer Answer
Date: 24/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********
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