Tip Top Carpets Ltd

We've been Tip Top Carpets customers for over 30 years and in the past, we've been very satisfied with their products and services; However, I'm afraid that this is changing for the worst under the younger management, (the son of the founder), since apparently, he lacks the good and professional ethics his father had. Recently we had water damage on our floors and our Insurance Company decided to replace our floors by new ones, so they approved a $12,000.00 job, which after some arguing with our Insurance Company, we gave IT to Tip Top Carpets base on our great experience in the past. Even though they still sell decent products, (like many other places do), their service quality has totally gone down the hill. It took them "3 MONTHS" to do a job that if done properly, should have not taken more than 3 days. They are having "serious" management problems, a total lack of communications skills, in between customers and sales/service department and among their own selves as well. To say it in a funny way, "At Tip Top Carpets, the right hand doesn't know what the left hand is doing.". You talk to one individual and does know what is going on with the progress of the job at hand, when they should know. - Two weeks into the job, they billed me for full payment, when the job wasn't even finished yet, due to serious delays for not ordering the parts they needed to finish the job, but because in the Accountant Department they don't have a clue what was going on, because they don't communicate with each other, then that is what that happens. (Is what I just said: "The right hand doesn't know what the left is doing"). - Us, (as paying customers), we naturally got upset because of "unreasonable" and very long delays, but the sales person that was dealing with the installation of the floor she wasn't able to understand our frustration, and apparently couldn't care less either about the problems we had to face due to their delay. (3 MONTHS). - They think is perfectly alright to make you wait "3 extra weeks" for some transitions pieces they forgot to order initially at the same time us they ordered the floor. - And then, is perfectly normal to make you wait "ANOTHER 3 weeks", because they fail to order all the pieces necessary to complete the installation the "second time" around. - So .... finally, since we couldn't effectively communicate with their "useless staff" and we were not getting anywhere, I finally contacted the owner of Tip Top Carpets, who stepped in and solve the problem that his staff couldn't solve in "3 months", in only 3 days. "Before" I signed the Insurance Company's $12,000.00 cheque over to the owner and after a number of apologies, he offered me as compensation for the ridiculous delay on completing the installation of our floors, (3 months), to write us a cheque for $1,200, (aprox. 10% of the total cost of the job), at which point just wanting to help him out, rather than cost him to lose a bigger chunk of his profit, I said to him, that we had a bedroom in our basement that will need a new floor in the near future and that if he was willing to do it for us at no charge, that would be fair enough as compensation, to what he replied "ABSOLUTELY", together with a "hand shake". Last week the time to do our bedroom floor came and I contacted him thru an email in order to fulfill our agreement, to what he replied through a simple text message sent to my cell phone saying: "Haha, is not gonna happen" !!! That's right, he went from saying: "ABSOLUTELY" !!! .... to: "Haha, is not gonna happen" ..... NICE !!! Isn't it ????? From a legal point of view, I can't really say very much, because all was "verbal", but ... What all this says about the integrity and business practices of "Tip Top Carpets" now versus the old days ?????? In what to us is concerned .... We've just been ripped off by Mickey Mouse, him self. Stay away from Tip Top Carpets, is not the same company it used to be some 20 years ago. Go some where else !!!

Over the past decade I have undertaken at least six renovations and have always purchased my flooring and tile needs from Tip Top Carpet in Abbotsford. They are always helpful, courteous, resourceful and timely.