European Tile Art LLC

I am writing in response to the clients concerns regarding my previous responseI understand that they are not satisfied with my answer and feel I did not address the concerns in the complaintI felt I touched on each one of the concerns and gave a detailed response regarding each itemI believe the client is misunderstanding the procedures in which we purchase tile on their behalfWe are not a stocking tile storeWe have a warehouse that is only used to store clients materialWhen the client initially thought they had been shorted on their tile order we immediately did an inventory of the orders in the warehouse and did not find any material that would have belonged to themAs I stated in my previous response we personally picked up the material, brought it to our warehouse and catalogued it inWe had three opportunities at that time to discover if the client had been short material- when we picked up the material and signed for it from our distributor- when we stored it in our warehouse and catalogued it in- when we physically inspected it and counted in each piece with the client.We will not discover missing sheets in our warehouse because we do not stock materialjust to be 100% sure before responding again I checked to see if the material could have been misplaced somewhere in our warehouse and again did not find any material belonging to this clientI am sorry that we can not come to an agreement regarding this material

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate the time and effort you put into your response, you seem to have missed to whole point of my Revdex.com complaintThat being the case, I don't wish to pursue this further.I would just like to know, however, what you will do when you conduct inventory and discover that you have an overage of seven sheets of "Lineal Seagrass Mosaic BD LMNSEAGRSLNR"
Regards,
*** ***

I am writing this in response to the complaint you have submitted to the Revdex.com. I would like to start off and apologize if you interpreted my behavior to be brutish. That was not my intention and I do apologize if I came across direct and to the point. We have been in business since...

1978 ,and pride ourselves on customer service. We go out of our way to ensure the customer leaves our showroom satisfied. We offer complimentary design services, trade discounts,and detailed tile drawings that the customer can give to their contractor. You took advantage of all three services, and spent many hours in the showroom,working with our design team which we encourage. When a customer places an order for tile they are asked to have the measurements and quantities checked by their contractor and tile installer. We do not provide tile installation therefore we are not responsible for tile quantities. We will provide the customer with a quotation based on measurements they have provided, but these quantities have to be double checked because we have not verified actual dimensions. Once a customer has placed a tile order and given a deposit, we have now assumed quantities are correct. Once a tile order is completed it is staged in our warehouse. We personally pick up 90% of our tile orders. When we pick up orders from our vendors we are given packing slips that indicate the quantity we are receiving. We must inspect and sign the packing slip. Once our driver returns to our warehouse with the material that has been picked up it is again inspected and logged in for correct quantity. When the order is complete and the customer or contractor pick up the material it is inspected by the client, each piece counted, and loaded into the vehicle. We do not allow clients to leave the warehouse without inspecting their material. In your case you were personally assisted by the owner of the business and I showed you each tile you were receiving and loaded them into your car. In fact you were unhappy with the last 2 items on your tile list which were the brushed 18 x 18 natural seagrass stone. I carried them back into the showroom for you so you could speak with the designer you had worked with on your project. The designer then showed you that you were going to enhance this material so the color would match the other stone tiles. This was something you and the designer had discussed prior to the tile being ordered. You were satisfied and left the showroom  forgetting to take the 2 pieces of tile with you. You had to return later to pick them up. This is how we know that you were most definitely shown each piece of tile. Months later you called to say you were short three sheets of tile. This is a common mistake made by homeowners when months go by and they are in the middle of installation. Your order in question was for 37 sheets of a mosaic. You were given 3 full boxes of 10 sheets each and a partial box that contained 7 sheets. So yes, there was a box that was missing 3 sheets, but it was suppose to be a partial box. You only purchased 37 Sheets. I have a copy of your invoice and a copy of my packing slip and they match in quantity. If you needed additional material it is typically the responsibility of the tile installer who is suppose to provide you with the correct measurements. However, when you called requesting the final count of additional material you actually ended up needing a full box which is 10 sheets.We understood that you were on a budget and we worked diligently in finding solutions to fit within that budget. If you needed extra material is was not that we hadn't provided it to you but there was more waste upon installation than expected. I am confident that you were given the correct amount of tile given that I personally loaded the material into your vehicle and we stood together and inspected every piece. I am sorry your experience with us was not favorable but we pride ourselves on honesty and integrity and we would not allow a customer to leave our showroom without receiving exactly what they had paid for. Our prices are right in line with our competitors and you were given the prices prior to placing  the order and at that point you had an option to purchase elsewhere if you felt we were 50% higher than other showrooms. We are not responsible to pay for 10 sheets of material that you needed to finalize your installation. I am sorry that we are unable to come to a mutual agreement on the shortage of tile, but I don't think anyone would make a purchase and leave a store without making sure they had received everything they had paid for. If you had told us that you were short on material when you called and didn't imply that you actually were shorted material to begin with; we wouldn't be here. We would have been more than happy to work with you. But you quickly assumed you were cheated. Sincerely,[redacted]