VIENNA HARDWOODS

Absoloutely the worse customer service ever. Non comittal on delivery dates after the first date was missed. Unintersted in helping me, the customer while I had installers waiting around for Vienna Hardwoods to come through. I had to ultimately cancel my order and give it to Lumber Liquidators which is not what I wanted to do.

Terrible service.

In February of 2010 (6 months after installation), one plank started separating from the others and we were left with a 1" gap. I called Vienna Hardwoods asking if they could send someone out to fix it and was told that they would look up my file and get back to me. Three days later, no response. I called again and received the same reply. One week later, no response. I decided to stop by the store and talk with someone. The guy at the counter said he would look up my information and get back to me. To his credit, he did. He said that Val installed that flooring and that Val would give me a call. About 1/2 hour later, Val called (this was a Friday) and said he would be by "sometime on Tuesday or Wednesday." Fortunately, I work from home so this was okay. Tuesday came and went with no Val. On Wednesday, I called Val up at 9am - he had completely forgotten. He said he would be by around 11am. At 11am, he called to say he was running behind on another job and would be by around 1:30pm. 1:30 came and went with no Val and no phone call from him either. At this point I just gave up. My husband was able to close the gap to about 1cm, so that helped. As much as I want to support local merchants, I can't support Vienna Hardwoods and will never recommend them to friends. Poor installation and poor customer service. In January 2012 we had our living room floor refinished by H & H Hardwood (see review), and I asked them to look at the plank. It took them 3 minutes to fix it and they didn't charge me!

Bought wood from Vienna Wood, which had many flaws (something I notice after it was installed). I talked to the manufacturer (Bruce Woods) and they said it is up to the installer to weed out the defective pieces, which seems to be 50% of my floor. The owner recommended an installer, who was absolutely terrible. There are noticeable gaps (in some places 1/8") between wood slats because the installer didn't let the wood acclimate. The installer also installed a bare maple step nosing because he felt the manufactured step nosing didn't match, without my consent. So when I came home to find bare maple step nosing I felt it was to late to change as the installer reassured me that he could easily match the color of the wood and stain it. Of course I am not a professional and I didn't know that it is extremely difficult to stain maple a dark espresso color. If I had known that I would have made them take out the bare maple. Instead I let them continue. The staining job was terrible. The didn't give it the appropriate time to dry and painted gobs and gobs of stain and polyurethene. The end result was a lumpy painted look with bubbles and pieces of lint in it. I had them redo it twice. They did the same thing. I finally gave up. This is when we turned to the owner of Vienna Woods, who still has not help us replace the step nosing. Clearly the installer had no idea what he was doing. His crew was also very sloppy. The workers knocked a hole in my wall and said that they didn't do and didn't repair it. They also got gobs of stains on the manufactured wood and set their polyurethene brushes on the manufactured wood, which they never wiped off and now we have polyurethene chunks all over the floor. The job was sloppy and the entire floor needs to be replaced.