Chalet
reviews and complaints

Don't even bother attempting a project with snobs like them unless you have a substantial budget. They disdainfully dismiss small projects.

As we have done for many years, we recently purchased firewood for delivery and stacking from Chalet, along with several other items. However, this time there was a significant change in their service. In the past, Chalet would deliver and stack the wood in our backyard without any notification, as there is easy access along the side of our house. Unfortunately, this year they did not even bother to call or ring our doorbell. Instead, they simply dumped the entire load of wood in our front driveway, completely blocking both our garage and front steps. It was quite a mess, to say the least.

My wife, who is a frequent shopper at Chalet, immediately drove to their store to seek assistance in moving the wood to the back of our house. However, she was met with a surprising and dismissive response from the staff. They informed her that they had changed their policy this year and were unable to help. This was a shock to us, especially considering the premium prices we have paid for their products in the past, based on their reputation for excellent service. It almost felt like the business had been sold to new owners, as their attitude towards my wife was completely different from what we had experienced before.

I have been a repeat customer of Chalet for planting services and have generally been satisfied with the results. However, my recent experience with Job Number 1L-306513-01LS (dated [protected]) has been disappointing. The purpose of the job was to create a berm and add three rows of plantings around a maple tree that Chalet had previously planted. Unfortunately, it quickly became apparent that the design of the berm was causing water to accumulate in front of the plantings, resulting in their deterioration. Chalet did come out to assess the situation and offered a credit for the Frost Brunnera plants that had been planted. However, since then, more plants have died.

Currently, I am facing a situation where all the grass in front of the berm has drowned, and during heavy rains, a pool of water forms and remains. When I contacted the Chalet representative, I was informed that all their plants were already allocated for this season, and I would have to wait until next season for a replanting. This response was frustrating, as I believe that part of good design is the absence of such issues.

In addition to the problems with the plantings, I have encountered other issues with this experience. For instance, the billing department sent invoices to the wrong email address, and I only recently started receiving hard copies via mail. There have been various credits applied and then reversed on the invoices. Furthermore, the representative attempted to shift the blame onto me, stating that they had only done what I had requested. I have also experienced delays in receiving responses to my emails, with some going unanswered until I sent follow-up messages. On two occasions, I was informed that the lack of response was an oversight, and the representative had the reply saved in their draft folder.

Overall, the damage caused to my property exceeds the value of the few surviving plants. I have attached a photograph that illustrates how the surrounding grass has died since the installation of a round patch by Chalet.