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Quality Tile Corp.

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Reviews Quality Tile Corp.

Quality Tile Corp. Reviews (1)

Review: Quality Tile missed the delivery date of porcelain tile to my house by one week, delaying my kitchen renovation project. They blamed it on the Memorial Day holiday. When the tile finally arrived, the tile installer could not replicate the pattern that was advertised and displayed in the store. The store display was very small (maybe 4 feet by 4 feet). Trying to replicate the same pattern with the size tiles Quality Tile provided was impossible over my 310 sq ft. space. It took a number of phone calls to convince Quality tile their tile layout was incorrect. When they finally admitted to it, they place an order for replacement tiles, with the expectation that I would return a portion of the original delivery for a swap. I had to send my son (my time and expense) to bring back the incorrect tile to minimize the delay. When my son got there, they insisted that the replacement tile, in the quantity that I ordered, was going to cost another $300. I was very upset when I called and got into a shouting match with the owner who promptly hung up on me telling me, "you don't have to buy the tile from me and call me back when you're calm". I had no choice but to call back and work out whatever I could since the tile installation had already started with the remaining tile from the original delivery. We agreed to split the $300 cost so my son could leave the store with the needed replacement tile and avoid delaying the the project any further. There was no regard for my schedule and no attempt to make this right. In my 50 years, I 've never been hung up on by a store owner or worker. I have been in a customer-facing role my entire career and if my superiors ever found out that I hung up a customer, I would be fired on the spot. Fortunately for this person, he's the owner so he's free to do whatever he wants. There wDesired Settlement: I want the $150 I was forced to pay for the second batch of tile and I want $50 for my time and expense of having to bring back and pick up the tile.

Business

Response:

Dear [redacted],

The following is a response to ID# [redacted]. The responses are in order of customer's statements:

Memorial Day is a national holiday, and it is beyond our control that we did not receive the first tile shipment from our supplier to our showroom due to a holiday. We promptly delivered the tile within 24 hours of receipt of the tile. The pattern that is displayed in our showroom has been replicated by tile installers before. The pattern can be done with four different size tiles, or three different size tiles. The pattern options were provided by our salesman to the customer, and the customer's wife stated that she preferred the pattern with four different tile sizes. It is not impossible. It is true that there were manyphone calls exchanged between the customer and the office to help. There was much time invested by our customer service as well. The customer was never denied or not gotten back to. The customer decided to use the three tile pattern instead of the four, so we promptly ordered additional tile in the other sizes to compensate for the difference without the fourth size. The customer refused to speak to his original salesperson to rectify the order. His original salesperson figured out the amount of additional tile that

the customer needed, but the customer refused to speak with him, and he provided larger quantities instead. The customer was called when the additional tile came in for a pick up. We agreed to accept the fourth size back without any dispute even though it was a special order. The customer was fully reimbursed for the tile that was returned to us, using it as a credit towards the additional tile that was ordered. There was a balance after the credit for the additional ordered tile. The customer reacted, and we explained that there was additional special order material that had to be paid for. The customer became unreasonable and upset, so we wanted to have another conversation when he was calm.

Upon the second conversation, we explained the costs and the situation to the customer and he claimed to understand. In an attempt to help the situation, we told the customer he could pay for half of the total balance. He verbally agreed, and his son signed the credit card receipt in our showroom. There was every attempt to make this right, as stated in all of the details above. We strive to keep our customers happy, so we would like to offer him a store credit to furthermore make him comfortable. Have the customer contact the office and we will issue him a store credit memo for $150.

Any further questions please feel free to call me.

Business

Response:

Dear [redacted],

It is completely untrue that phone calls were not returned back to the customer. As soon as we had information for the customer, the information was communicated. As soon as we had a delivery or tile pick up ready for the customer, the material was rendered. As soon as we knew that the tile delivery was delayed, the customer was made aware and a delivery was set up upon receipt of the tile. We spoke to the customer multiple times in regards to the pattern and ordering new material, calls being made and accepted - not just accepted as claimed. Unfortunately, the customer refused to speak to his original salesperson. Other people were forced to get involved in the situation, and although that is not how we operate, we continued with other employees involved in order to ultimately resolve the situation. As soon as the customer requested more material through our office, the order was ordered and the customer was completely aware as to when. The material would be arriving to our showroom for pick up. Just like any other transaction, the unneeded material was returned and accepted and the new material was given, in this case leaving a balance. There are only so many options that our company has when a customer is becoming unreasonable over the phone. We could not accept a refusal of payment, and we needed to have a conversation when all parties were calm.

We cannot avoid our costs on extra material, yet we agreed to cut the balance in half. If the customer was displeased at the end of the conversation upon pick up, it would have been nice to continue to discuss the situation on that day, rather than going back and forth weeks later. It is unfair that the customer expressed consent with this agreement, yet is now claiming that not only his consent, but also signature on a formal credit card invoice, were untrue. Still, we are offering a store credit. Furthermore, the customer can always personally give us a phone call, and we would be happy to make him happy. We would have accepted this conversation and a phone call any time after this situation occurred, yet it's obvious the customer is just trying to cause harm at this point. As we said, if a customer does not want to do business with us, he does not have to, and his statements on costs at other stores are unnecessary and are exemplar of his vendetta. It is clear that defamation is the customer's goal at this point, while we are offering the fullest extent of customer satisfaction as we could. This is more than generous, considering the excessive amount of extra material ordered, which we would be taking a complete loss on. We strive to keep our customers happy, have been doing so for 30 years, and continue to extend the offer to resolve this ongoing issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have no need for Quality Tile's services at this point. Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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Description: CARPET & RUG DISTRIBUTORS & MANUFACTURERS

Address: 2541 Boston Rd., Bronx, New York, United States, 10467

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