Complaints

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:19/04/2024

  Type:Order 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 had an incident in my home requiring me to call my insurance company on Feb 10, 2024. The insurance company sent a contractor to do the remediation. The contractor then sent a company called "End of The Roll" to my home for me to select my new flooring, in and around, Feb 20, 2024. They left samples. I told the contractor that I did not like any of their colours and wanted a different company. I ended up taking the settlement from the insurance company on Feb 29, 2024 and hired my own contractors. I noticed the samples about a month later and assumed they were garbage as I did not hear from anyone. The samples were thrown out during the clean up. I received a call from End of the Roll on April 12, 2024 requesting 'me' to drop off their samples (almost 2 months after they left them in my home). I told the person from End of the Roll that because I had not heard from anyone I threw them out. On April 18, 2024, I received an invoice from them for $135.58. I called them about it and not only were they rude to me, they threatened to take me to same claims court. #1; I was not their customer, the contractor was. It was the contractor who would be the one paying them, not me, had I gone that route. #2; it was the contractor who sent them to me, I did not ask for them, nor would I have selected them! TERRIBLE business and TERRIBLE customer service!!!

  Business Response

  Date: 30/04/2024

  I apologize as I did not see the original email about your concerns.  I was away from the business and I was not aware of this situation. 

  You are correct and should not be responsible for the samples as we will address this with the contractor who didn't advise us that you chose to go elsewhere.

  Please disregard the invoice

  **********************************

  *****, End of the Roll Sudbury

  Customer Answer

  Date: 30/04/2024

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Before contact signed, delt with *******. Advised needed flooring installed before end of June. ******* showed samples, ensures install date of 3 weeks. After wasting 2 weeks of my time, now states he hasn't ordered or bothered to further contract. I have emailed twice, called multiple times to speak with owner. No answer. Buyer beware. From the start not clear and forth coming in dealings with potential clients.

  Business Response

  Date: 20/06/2023

  The customer came and inquired about the availability to install a product selected.  The sales person scheduled a measure on June 12, 2023.  At that time the sales person informed the customer that product selected would not arrive in the timeline that she had requested.  The salesperson explained that it is coming from the Mill in the states and it will not be available by the end of the month.  After informing her about other option, the customer explained to the sales person the this is what she wanted and that she "wants what she wants".  The sales person left the measure explaining that he would reach out to the rep and to see if any other stores across Canada had some of that stock.

  On June 15, 2023 the customer called the store to speak to the sales person.  At this time he explained that he had not heard back from the rep but informed her that it was unlikely for the product to arrive in time.  She was very upset about this and this was the last communication we had from her.  Note:  Although we were waiting for the product to be transferred from the mill to their warehouse, we did not officially place the order since there was no deposit down.  It is the store policy not to order anything until we have a deposit.

  Not making an official order would not prevent any delays if the product could be transferred in time for the install.  We have not heard from the customer since that date.  

  Since receiving this complain, End of the Roll will be reaching out customer as well