WALLCOVERING LTD

The first problem: Within 1 hour of ordering the mat, we phoned and asked them to hold off that part of the order as we were having second thoughts about using that system for underfloor heating. We were told we could not cancel the order as the fax had been sent to the supplier "and they will already have started making the mat" (difficult to believe within 1 hour!). If we insisted on cancelling, there would be a 25% fee ($250). We were told that the usual 3 day grace period a consumer has to change their minds does not apply as this was a 'made to measure' order. As it turned out, there was nothing made to measure about it ... it was simply two strips of wired matting which we then had to cut to fit. So we did not cancel. Secondly, we increased our order of ceremic floor tiles. They estimated that we required an additional 4 boxes. However the extra tiles were not actually delivered and we ran out of tiles. Luckily we found something that was pretty close to match at Home Depot. We were credited by Wallcoverings Ltd for the tiles that were not received. However, had we not phoned at the moment we had to cancel those extra boxes, Wallcoverings would have sent off another fax to their supplier, and we would have had to pay 25% handling fee. The other interesting thing is that they do not take back any less than 5 boxes of tiles ... so we would would have had 3 boxes of expensive tiles left over that we could not return but had paid for! The Wallcoverings Ltd returns policy is very inflexible, not at all customer friendly (unlike Home Depot) and they do not bring it to your attention before you sign their contract. Lesson learned: ALWAYS READ THE SMALL PRINT! We thought we were doing the right thing going to a specialist, and there is no doubt the quality of the tiles is higher than we would have bought at the usual DIY stores, but their customer care is not a patch on either Home Depot or Lowe's. We would not recommend this company to anyone.

They were helpful and knowledgeable. I do believe their prices are higher than the large hardware stores, but I am all about helping smaller businesses stay afloat and I certainly do not think I was overcharged. I would recommend them and soon will be working with them to remodel my kitchen.

The sketches were incomplete, with no measurements, and were entirely based on sketches I gave them at the start of the project (theirs were neater.) The purchase order was unclear & inaccurate. The order was signed 2/9/07. The order states returns are allowed. I canceled by telephone within 2 hours. I called again next day. On Monday I sent 2 letters by fax and went into store to talk with owner. He refused to refund the deposit. On Tues. I complained to credit card company and sent registered letter. Owner sent the order to a collection agency (because the credit card company reversed the transaction)instead of resolving the issue. No order was ever placed by him. His trying to force me to pay him for nothing has no legal basis and is unconscionable.