Quarries Direct International

Thank you for the opportunity to address this complaint. Let us preface this response by saying, [redacted] is totally committed to superior customer service and has an impeccable reputation in our industry

for going above and beyond for our clients. This is why we have experienced...

double digit growth every year since our company started in 2005 with a perfect Revdex.com score. 

That being said, this was an unfortunate situation and we certainly did everything we thought, and the natural stone industry standards suggested was reasonable, to make this customer happy.  First, several of the statements written by the customer above are not completely accurate or true.  However, we would agree with the customer’s statement above that no matter how hard you try, there are going to be problems sometimes in any business that are unavoidable. 

Currently, in the [redacted] market we do not have our own warehouse so we work with a third party bonded warehouse that receives deliveries and holds our material for pick up from our customers.  We have documented proof that all of the material for the order in question was shipped from our [redacted] Distribution center and received by this third party warehouse in [redacted] back in March and the customer picked up the material from there.  After the customer claimed they had only received 3 of their 4 crates for their order, we naturally were concerned and immediately tried to figure out what happened. 

After confirming all of our delivery paperwork and talking with the warehouse personnel, they had no less than three people that claimed that a representative from [redacted]) had come there on multiple occasions to pick up material and picked up all of the material in question.  When we conveyed this information to [redacted] from [redacted], he became irate and claimed that we were accusing him

and/or his employees of stealing material. We never said that, we simply stated what our third party bonded warehouse had verified that all of their material had been picked up.  The warehouse had signatures on all pickups except the last one.  The warehouse manager didn’t have the paperwork with him when [redacted] from [redacted] came in to pick up the last of their material.  Instead of getting the paperwork and making [redacted] sign it, the warehouse manager asked his name and he thought he told him “[redacted]”.  So [redacted], from the warehouse wrote down on the paperwork that [redacted] (which was an error) had picked up the material.  Of course [redacted] was saying he didn’t have a [redacted] that worked for him and insisted to see additional proof.  [redacted] from the warehouse told us he had [redacted] on video entering the facility on every occasion to pick up material but we had no actual video of [redacted] picking up the material in the back of the warehouse.  So, even though our bonded warehouse claimed [redacted] had picked up all of their material, we went ahead and sided with the customer to make him happy. Therefore, we shipped another crate free of charge and at our own freight expense from [redacted] to the warehouse in [redacted].  This was approximately $1,100 worth the material plus freight.  When the material arrived, the customer claimed it was too light. However, in the natural stone business and according to the [redacted] (the utmost authority in the natural stone industry), verifies the fact that the shade, color and veining variations are only normal and uncontrollable features in natural stone.  Anyone in the natural stone business and who works with natural stone knows these fundamental facts. 

Since [redacted] did not install his stone at the same time, pulling pieces from each crate and blending the material as by strictly following the industry standards suggested by the [redacted], and which we have posted on our [redacted] company web site both in English and Spanish, he ran into trouble of not having a properly installed floor.   If he had blended and installed the materials

as suggested by the industry installation rules, he wouldn’t have this problem.  Once again, [redacted] being customer focused, immediately sent a company representative out to the job site and agreed to replace the material again at our own cost. 

We went out of our way to keep [redacted] as a happy customer and our [redacted] warehouse guys spent two days trying to find some material that more closely matched the existing installed material, which “hand-picking” is totally not an industry practice!  After much grief and effort and added labor cost on our part, we were able to locate some additional material for him.  We notified [redacted] and sent photos of the material so he could see it matched.  Then as [redacted] continued to communicate with our local sales representative [redacted], somehow he came to the conclusion that he was going to rip out the existing material off of his customer’s floors and start all over again.  He was going to cover the cost of the labor and wanted us to eat the additional cost of the stone that he was going to rip out.  It begs to question, why in the world someone would do that when we already found material that would match the existing material. For the record, this was never authorized by the management of [redacted] and it was a shock to our Sales Manager [redacted] when he found out about it. When [redacted] told [redacted] he never authorized that and asked why in the world would you do that when we already found matching material for you that was ready to ship, [redacted] became belligerent again and began to hit [redacted] with a barrage of insults and profanities. 

Regrettably, after being verbally abused many times over the telephone by [redacted], out of more of a human reaction, [redacted] hit his breaking point and snapped back at [redacted] verbally and [redacted] hung up the phone.  Minutes later [redacted] called back realizing his response was unprofessional and belligerent, in hopes of working out a solution and both gentlemen apologized to each other.  At that point, [redacted] confirmed

the conversation with his employee [redacted] that he did indeed came to an agreement with [redacted] about ripping out the stone (even though it was not approved), so [redacted] decided to do the right thing again and offer another free crate of material to [redacted] to finish his job.  The stipulation was that [redacted] would pay $500 for the material (less than half) and get a $500 credit towards a future purchase, which would mean he would end up paying nothing for the material.  We even offered to ship the material for free again and eat the additional cost.  At his own will, [redacted] had decided to drive to [redacted] the next day to pick up the

material himself.  We never asked him to do this; he just did it on his own.  All of our employees at our [redacted] branch who came in contact with [redacted] said his behavior was erratic and rather intimidating.  He made them very uncomfortable.  [redacted] then insisted on different material which he thought in his mind would blend better (even though it didn’t).  Our [redacted] Operations Manager tried to advise [redacted] against it but he insisted on the other material.  As to not cause a scene and get into another argument, our [redacted] staff gladly obliged [redacted]’s request and he was on his way. 

The next week [redacted] decides to write a letter to the CEO of our company expressing his concerns and displeasure and stated he wasn’t going to accept our settlement offer.  Our CEO talked to all parties involved and in a timely manner responded to [redacted] in writing and once again to make the customer happy, decided to refund the $500 deposit [redacted] put down on the additional material and expressed his sincere apologies for the inconveniences.  In the end, we feel as a customer-service oriented company we stepped up to address this customer’s needs in a timely manner and ate thousands of dollars in additional cost to make them happy.  Please kindly be advised.

Thank you for the opportunity to address this complaint. Let us preface this response by saying, [redacted] is totally committed to superior customer service and has an impeccable reputation in our industry

for going above and beyond for our clients. This is why we have experienced...

double digit growth every year since our company started in 2005 with a perfect Revdex.com score. 

That being said, this was an unfortunate situation and we certainly did everything we thought, and the natural stone industry standards suggested was reasonable, to make this customer happy.  First, several of the statements written by the customer above are not completely accurate or true.  However, we would agree with the customer’s statement above that no matter how hard you try, there are going to be problems sometimes in any business that are unavoidable. 

Currently, in the [redacted] market we do not have our own warehouse so we work with a third party bonded warehouse that receives deliveries and holds our material for pick up from our customers.  We have documented proof that all of the material for the order in question was shipped from our [redacted] Distribution center and received by this third party warehouse in [redacted] back in March and the customer picked up the material from there.  After the customer claimed they had only received 3 of their 4 crates for their order, we naturally were concerned and immediately tried to figure out what happened. 

After confirming all of our delivery paperwork and talking with the warehouse personnel, they had no less than three people that claimed that a representative from [redacted] ([redacted]) had come there on multiple occasions to pick up material and picked up all of the material in question.  When we conveyed this information to [redacted] from [redacted], he became irate and claimed that we were accusing him

and/or his employees of stealing material. We never said that, we simply stated what our third party bonded warehouse had verified that all of their material had been picked up.  The warehouse had signatures on all pickups except the last one.  The warehouse manager didn’t have the paperwork with him when [redacted] from [redacted] came in to pick up the last of their material.  Instead of getting the paperwork and making [redacted] sign it, the warehouse manager asked his name and he thought he told him “[redacted]”.  So [redacted], from the warehouse wrote down on the paperwork that [redacted] (which was an error) had picked up the material.  Of course [redacted] was saying he didn’t have a [redacted] that worked for him and insisted to see additional proof.  [redacted] from the warehouse told us he had [redacted] on video entering the facility on every occasion to pick up material but we had no actual video of [redacted] picking up the material in the back of the warehouse.  So, even though our bonded warehouse claimed [redacted] had picked up all of their material, we went ahead and sided with the customer to make him happy. Therefore, we shipped another crate free of charge and at our own freight expense from [redacted] to the warehouse in [redacted].  This was approximately $1,100 worth the material plus freight.  When the material arrived, the customer claimed it was too light. However, in the natural stone business and according to the [redacted] (the utmost authority in the natural stone industry), verifies the fact that the shade, color and veining variations are only normal and uncontrollable features in natural stone.  Anyone in the natural stone business and who works with natural stone knows these fundamental facts. 

Since [redacted] did not install his stone at the same time, pulling pieces from each crate and blending the material as by strictly following the industry standards suggested by the [redacted], and which we have posted on our [redacted] company web site both in English and Spanish, he ran into trouble of not having a properly installed floor.   If he had blended and installed the materials

as suggested by the industry installation rules, he wouldn’t have this problem.  Once again, [redacted] being customer focused, immediately sent a company representative out to the job site and agreed to replace the material again at our own cost. 

We went out of our way to keep [redacted] as a happy customer and our [redacted] warehouse guys spent two days trying to find some material that more closely matched the existing installed material, which “hand-picking” is totally not an industry practice!  After much grief and effort and added labor cost on our part, we were able to locate some additional material for him.  We notified [redacted] and sent photos of the material so he could see it matched.  Then as [redacted] continued to communicate with our local sales representative [redacted], somehow he came to the conclusion that he was going to rip out the existing material off of his customer’s floors and start all over again.  He was going to cover the cost of the labor and wanted us to eat the additional cost of the stone that he was going to rip out.  It begs to question, why in the world someone would do that when we already found material that would match the existing material. For the record, this was never authorized by the management of [redacted] and it was a shock to our Sales Manager [redacted] when he found out about it. When [redacted] told [redacted] he never authorized that and asked why in the world would you do that when we already found matching material for you that was ready to ship, [redacted] became belligerent again and began to hit [redacted] with a barrage of insults and profanities. 

Regrettably, after being verbally abused many times over the telephone by [redacted], out of more of a human reaction, [redacted] hit his breaking point and snapped back at [redacted] verbally and [redacted] hung up the phone.  Minutes later [redacted] called back realizing his response was unprofessional and belligerent, in hopes of working out a solution and both gentlemen apologized to each other.  At that point, [redacted] confirmed

the conversation with his employee [redacted] that he did indeed came to an agreement with [redacted] about ripping out the stone (even though it was not approved), so [redacted] decided to do the right thing again and offer another free crate of material to [redacted] to finish his job.  The stipulation was that [redacted] would pay $500 for the material (less than half) and get a $500 credit towards a future purchase, which would mean he would end up paying nothing for the material.  We even offered to ship the material for free again and eat the additional cost.  At his own will, [redacted] had decided to drive to [redacted] the next day to pick up the

material himself.  We never asked him to do this; he just did it on his own.  All of our employees at our [redacted] branch who came in contact with [redacted] said his behavior was erratic and rather intimidating.  He made them very uncomfortable.  [redacted] then insisted on different material which he thought in his mind would blend better (even though it didn’t).  Our [redacted] Operations Manager tried to advise [redacted] against it but he insisted on the other material.  As to not cause a scene and get into another argument, our [redacted] staff gladly obliged [redacted]’s request and he was on his way. 

The next week [redacted] decides to write a letter to the CEO of our company expressing his concerns and displeasure and stated he wasn’t going to accept our settlement offer.  Our CEO talked to all parties involved and in a timely manner responded to [redacted] in writing and once again to make the customer happy, decided to refund the $500 deposit [redacted] put down on the additional material and expressed his sincere apologies for the inconveniences.  In the end, we feel as a customer-service oriented company we stepped up to address this customer’s needs in a timely manner and ate thousands of dollars in additional cost to make them happy.  Please kindly be advised.

Review: May 28,2014

Revdex.com of Greater [redacted],

We recently had the displeasure of working with [redacted] based in

[redacted], with offices in [redacted], and representatives in [redacted]. A detailed account

of the situation follows:

We began purchasing travertine from [redacted] about a year and a half ago.

It seemed like every purchase we made came with delays, excuses, and bumps in

the road, but after fifteen years in the swimming pool business I know that

problems are sometimes unavoidable.

However, the last purchase we made resulted in nothing I ever dreamed I

would experience. After they lost a pallet of stone during shipping, the job we were

working ground to a halt. After days of delays and making accusations that either

myself or employees had stolen the stone from the trucking company, I asked for

them to show me proof oftheir claims which they could not provide. After days

more of delay, they reluctantly agreed to replace the stone. When the replacement

stone fmally arrived, it did not match the several hundred feet of stone already laid.

At that point, my [redacted] representative, [redacted], transferred us to her boss who

then told me that I must be doing something to doctor the photographs showing the

difference of the stone. This back and forth resulted in a substantial delay with our

customer. They fmally sent a new representative; he immediately saw that the

stone did not match. After more days of him talking to his management, I agreed to

absorb the losses of no income, demolition to the stone, mortar, and labor. We

agreed I would demo the stone and they would replace the amount of stone that I

demoed. This resulted in the [redacted] manager, [redacted], screaming he never

authorized the stone demo or refund. The fmal agreement was to sell me more

stone at a discounted price. In an effort to cut my losses, I drove from [redacted],

[redacted] to [redacted] to pick up the stone myself. I took along a few of the pieces that

we demoed and showed the difference in stone to many people. They agreed that

there was a difference. After contacting the CEO, [redacted], he responded with

a letter of apology six weeks after the original incident. He promised to refund us

500.00; this refund is a drop in the bucket compared to a month of lost profits,

damaging customer relations, and general frustration.

While the refund is not sufficient in the amount of money we have incurred

because of this situation, and the strain that has happened with our customer, the

refusal to refund a small business 500.00 shows a lack of ethical customer service

which is indicative of their business practices.

After years of owning our own business, this is the first Revdex.com complaint that

[redacted] has issued. We are a small business and a 500.00 goes along

way with us. We are writing "this letter in "the hopes of exposing this business so

that others will not have the same experience. Negligent customer service is not ok,

and sadly, it takes moves like this for a business to change their business practices.

We appreciate the work and service that Revdex.com provides to businesses like us.

Weare appreciative of the consideration in looking into this business and their

customer service.

Thank you again for your consideration,

[redacted] and [redacted]

see attachmentDesired Settlement: Unspecified

Business

Response:

Thank you for the opportunity to address this complaint. Let us preface this response by saying, [redacted] is totally committed to superior customer service and has an impeccable reputation in our industry

for going above and beyond for our clients. This is why we have experienced double digit growth every year since our company started in 2005 with a perfect Revdex.com score.

That being said, this was an unfortunate situation and we certainly did everything we thought, and the natural stone industry standards suggested was reasonable, to make this customer happy. First, several of the statements written by the customer above are not completely accurate or true. However, we would agree with the customer’s statement above that no matter how hard you try, there are going to be problems sometimes in any business that are unavoidable.

Currently, in the [redacted] market we do not have our own warehouse so we work with a third party bonded warehouse that receives deliveries and holds our material for pick up from our customers. We have documented proof that all of the material for the order in question was shipped from our [redacted] Distribution center and received by this third party warehouse in [redacted] back in March and the customer picked up the material from there. After the customer claimed they had only received 3 of their 4 crates for their order, we naturally were concerned and immediately tried to figure out what happened.

After confirming all of our delivery paperwork and talking with the warehouse personnel, they had no less than three people that claimed that a representative from [redacted] ([redacted]) had come there on multiple occasions to pick up material and picked up all of the material in question. When we conveyed this information to [redacted] from [redacted], he became irate and claimed that we were accusing him

and/or his employees of stealing material. We never said that, we simply stated what our third party bonded warehouse had verified that all of their material had been picked up. The warehouse had signatures on all pickups except the last one. The warehouse manager didn’t have the paperwork with him when [redacted] from [redacted] came in to pick up the last of their material. Instead of getting the paperwork and making [redacted] sign it, the warehouse manager asked his name and he thought he told him “[redacted]”. So [redacted], from the warehouse wrote down on the paperwork that [redacted] (which was an error) had picked up the material. Of course [redacted] was saying he didn’t have a [redacted] that worked for him and insisted to see additional proof. [redacted] from the warehouse told us he had [redacted] on video entering the facility on every occasion to pick up material but we had no actual video of [redacted] picking up the material in the back of the warehouse. So, even though our bonded warehouse claimed [redacted] had picked up all of their material, we went ahead and sided with the customer to make him happy. Therefore, we shipped another crate free of charge and at our own freight expense from [redacted] to the warehouse in [redacted]. This was approximately $1,100 worth the material plus freight. When the material arrived, the customer claimed it was too light. However, in the natural stone business and according to the [redacted] (the utmost authority in the natural stone industry), verifies the fact that the shade, color and veining variations are only normal and uncontrollable features in natural stone. Anyone in the natural stone business and who works with natural stone knows these fundamental facts.

Since [redacted] did not install his stone at the same time, pulling pieces from each crate and blending the material as by strictly following the industry standards suggested by the [redacted], and which we have posted on our [redacted] company web site both in English and Spanish, he ran into trouble of not having a properly installed floor. If he had blended and installed the materials

as suggested by the industry installation rules, he wouldn’t have this problem. Once again, [redacted] being customer focused, immediately sent a company representative out to the job site and agreed to replace the material again at our own cost.

We went out of our way to keep [redacted] as a happy customer and our [redacted] warehouse guys spent two days trying to find some material that more closely matched the existing installed material, which “hand-picking” is totally not an industry practice! After much grief and effort and added labor cost on our part, we were able to locate some additional material for him. We notified [redacted] and sent photos of the material so he could see it matched. Then as [redacted] continued to communicate with our local sales representative [redacted], somehow he came to the conclusion that he was going to rip out the existing material off of his customer’s floors and start all over again. He was going to cover the cost of the labor and wanted us to eat the additional cost of the stone that he was going to rip out. It begs to question, why in the world someone would do that when we already found material that would match the existing material. For the record, this was never authorized by the management of [redacted] and it was a shock to our Sales Manager [redacted] when he found out about it. When [redacted] told [redacted] he never authorized that and asked why in the world would you do that when we already found matching material for you that was ready to ship, [redacted] became belligerent again and began to hit [redacted] with a barrage of insults and profanities.

Regrettably, after being verbally abused many times over the telephone by [redacted], out of more of a human reaction, [redacted] hit his breaking point and snapped back at [redacted] verbally and [redacted] hung up the phone. Minutes later [redacted] called back realizing his response was unprofessional and belligerent, in hopes of working out a solution and both gentlemen apologized to each other. At that point, [redacted] confirmed

the conversation with his employee [redacted] that he did indeed came to an agreement with [redacted] about ripping out the stone (even though it was not approved), so [redacted] decided to do the right thing again and offer another free crate of material to [redacted] to finish his job. The stipulation was that [redacted] would pay $500 for the material (less than half) and get a $500 credit towards a future purchase, which would mean he would end up paying nothing for the material. We even offered to ship the material for free again and eat the additional cost. At his own will, [redacted] had decided to drive to [redacted] the next day to pick up the

material himself. We never asked him to do this; he just did it on his own. All of our employees at our [redacted] branch who came in contact with [redacted] said his behavior was erratic and rather intimidating. He made them very uncomfortable. [redacted] then insisted on different material which he thought in his mind would blend better (even though it didn’t). Our [redacted] Operations Manager tried to advise [redacted] against it but he insisted on the other material. As to not cause a scene and get into another argument, our [redacted] staff gladly obliged [redacted]’s request and he was on his way.

The next week [redacted] decides to write a letter to the CEO of our company expressing his concerns and displeasure and stated he wasn’t going to accept our settlement offer. Our CEO talked to all parties involved and in a timely manner responded to [redacted] in writing and once again to make the customer happy, decided to refund the $500 deposit [redacted] put down on the additional material and expressed his sincere apologies for the inconveniences. In the end, we feel as a customer-service oriented company we stepped up to address this customer’s needs in a timely manner and ate thousands of dollars in additional cost to make them happy. Please kindly be advised.