Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The business's response is unacceptable and they've made no attempt to remedy the situation. Their reply is not an accurate picture of the events as they unfolded nor what I was told by their customer service reps - [redacted] and [redacted] (who I believe is the owner or manager). I have documented proof by the way of emails. Further, the merchant contacted me on my mobile on 9/26 and gave me another new story as to why they couldn't fulfill my order claiming their "distributor" couldn't get any of the shower systems. This is the first I heard this claim. More importantly, this is patently false! As I laid out in my complaint I contacted Grohe North America directly and they confirmed through email that they had 5 of the shower systems coming in at the end of Aug, first week in Sept - which coincidentally lines up with what I was told the first time by the merchant with a 6 week wait time. The merchant could have filled my order bc the manufacturer had 5 shower systems coming in and were available to be sold. Each time the merchant gave me an excuses & story - or better said, lied - about why they couldn't fill my order I proved their claims to be false. Moreover, I proved they could have lived up to their obligation to send me the shower system. I've included the email from the customer service rep at Grohe (manufacturer). The fact is that they were advertising an item for $75.00 (Plumbtile is International Bath & Tile) that is significantly less than anywhere else I could find the item on the web – by thousands of dollars. I've enclosed the Google shopping screen shot. One can only speculate as to why they would advertise this item at this price point on their site, but strikes me as a text book bait and switch and to get people to their website with the hopes of buying something else. I'm not interested in communicating with the merchant unless they plan to provide me with a Grohe shower system/or comparable replacement. I'm happy to provide all of the email exchanges I had with [redacted] and [redacted]. Please advise the appropriate venue and time to do so Revdex.com. Respectfully submitted, ]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.From 10/6/17Dear RevDex.com Representative, I’m in receipt of International Bath & Tile’s (aka PlumbTile) latest response. There is no reaching an agreement with the Vendor and I’d very much like your assistance in resolving this issue in a manner you deem fair and appropriate. They are dishonest and continue to be untruthful and ‘dig a deeper hole.’ Their last reply underscores that they have been dishonest and their own admittance proves they knowingly advertised a product at a significant discount on their website. I contend this was to get people to their website, a bait and switch, and that is still my firm belief based on the facts – including when they claimed they couldn’t get my item but offer me a discount on my next order. Had this so-called “data entry flaw” been their first response (instead, it’s their 6th excuse, and simply not true like the ones before it) to me as to why they couldn’t fulfill my order I would have accepted that at face value and moved on. But that wasn’t the case, and because the stories/claims from their customer service reps and manager did not make sense and line up it compelled me to reach out to the Manufacturer (Grohe) directly (twice). The Grohe customer service rep confirmed my suspicions, PlumbTile could have gotten me the shower system fixture and Grohe was still taking orders for the item. PlumbTile was not being forthright. When presented with this new information, PlumbTile chose to make some off base excuses by claiming they couldn’t fulfill my order bc they had already cancelled it on their side but then instructed me (customer service rep [redacted]) to try and reorder it on their website. When I did and received confirmation they still refused to fulfill the order telling me the item and another I added were discontinued. I’ve enclosed my email exchanges with [redacted] which is the start and bulk of the correspondence (aside from first telephone call with [redacted]); my emails with the Grohe customer service rep who confirmed they had shower systems available and in a second email confirmed that they were available to be ordered (not “allocated”) contrary to what [redacted] claimed; emails with [redacted], the manager who’s untruthful claims included that bc the item wasn’t California compliant they couldn’t send it to me in “New Jersey” (absurd). The facts are simple, PlumbTile could have gotten me the item and fulfilled my order and completed the transaction. They chose not to bc they would have, as they now admit, taken a loss on the item. Contrary to their assertion in their last message, my order was processed, I paid through PayPal (receipt enclosed), and [redacted] confirmed in her email that, “the order has already been cancelled and refunded to your card. In closing, instead of being upfront about any possible error on their website (as they claim) from the beginning they chose to be dishonest and engage in unethical business practices. If their claim that they are unable to get the product from Grohe at this time happens to be true (I’d need to verify) the fact is that they could have gotten me the fixture at the time I ordered, paid, and during this whole process of back and forth. This was not a pleasant experience and has taken up a lot of time – customers shouldn’t have this difficult of a time to be dealt with fairly. I’m holding them to task and requesting that they be held accountable for their unethical behavior. Respectfully submitted, -[redacted]
Regards,
[redacted]
Revdex.comWe appreciate Mr [redacted] furnishing us with a screen shot of the Grohe product he wished to purchase from us. Clearly it is a data entry flaw. Plumbtile has the item listed as $75.00 and our closest competitor has it listed at $1500 and $2400. With over 100 000 sku's on our site unfortunately infrequently there maybe a data problem, which we correctly immediately. Our manufacturers would NEVER permit the type of "bait and switch" strategy that Mr [redacted] is suggesting. Representing over 250 vendors and brands Plumbtile,com is 100% compliant with industry standards so as to not jeopardize our Industry relationships, ensuring the fairest and best pricing available to our valued customers.Despite the price discrepancy, we are unable to get the product from Grohe at this time. Were we able to secure the product our price would be $2400 and we would be glad to offer it to Mr [redacted].Please note Mr [redacted]'s charge card was never charged. Once again we apologize for the error on our site, the product since no longer available for us to distribute has been removed from the site and we trust Mr [redacted] has found it elsewhere.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The business's response is unacceptable and they've made no attempt to remedy the situation. Their reply is not an accurate picture of the events as they unfolded nor what I was told by their customer service reps - [redacted] and [redacted] (who I believe is the owner or manager). I have documented proof by the way of emails. Further, the merchant contacted me on my mobile on 9/26 and gave me another new story as to why they couldn't fulfill my order claiming their "distributor" couldn't get any of the shower systems. This is the first I heard this claim. More importantly, this is patently false! As I laid out in my complaint I contacted Grohe North America directly and they confirmed through email that they had 5 of the shower systems coming in at the end of Aug, first week in Sept - which coincidentally lines up with what I was told the first time by the merchant with a 6 week wait time. The merchant could have filled my order bc the manufacturer had 5 shower systems coming in and were available to be sold. Each time the merchant gave me an excuses & story - or better said, lied - about why they couldn't fill my order I proved their claims to be false. Moreover, I proved they could have lived up to their obligation to send me the shower system. I've included the email from the customer service rep at Grohe (manufacturer). The fact is that they were advertising an item for $75.00 (Plumbtile is International Bath & Tile) that is significantly less than anywhere else I could find the item on the web – by thousands of dollars. I've enclosed the Google shopping screen shot. One can only speculate as to why they would advertise this item at this price point on their site, but strikes me as a text book bait and switch and to get people to their website with the hopes of buying something else. I'm not interested in communicating with the merchant unless they plan to provide me with a Grohe shower system/or comparable replacement. I'm happy to provide all of the email exchanges I had with [redacted] and [redacted]. Please advise the appropriate venue and time to do so Revdex.com. Respectfully submitted, ]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.From 10/6/17Dear RevDex.com Representative, I’m in receipt of International Bath & Tile’s (aka PlumbTile) latest response. There is no reaching an agreement with the Vendor and I’d very much like your assistance in resolving this issue in a manner you deem fair and appropriate. They are dishonest and continue to be untruthful and ‘dig a deeper hole.’ Their last reply underscores that they have been dishonest and their own admittance proves they knowingly advertised a product at a significant discount on their website. I contend this was to get people to their website, a bait and switch, and that is still my firm belief based on the facts – including when they claimed they couldn’t get my item but offer me a discount on my next order. Had this so-called “data entry flaw” been their first response (instead, it’s their 6th excuse, and simply not true like the ones before it) to me as to why they couldn’t fulfill my order I would have accepted that at face value and moved on. But that wasn’t the case, and because the stories/claims from their customer service reps and manager did not make sense and line up it compelled me to reach out to the Manufacturer (Grohe) directly (twice). The Grohe customer service rep confirmed my suspicions, PlumbTile could have gotten me the shower system fixture and Grohe was still taking orders for the item. PlumbTile was not being forthright. When presented with this new information, PlumbTile chose to make some off base excuses by claiming they couldn’t fulfill my order bc they had already cancelled it on their side but then instructed me (customer service rep [redacted]) to try and reorder it on their website. When I did and received confirmation they still refused to fulfill the order telling me the item and another I added were discontinued. I’ve enclosed my email exchanges with [redacted] which is the start and bulk of the correspondence (aside from first telephone call with [redacted]); my emails with the Grohe customer service rep who confirmed they had shower systems available and in a second email confirmed that they were available to be ordered (not “allocated”) contrary to what [redacted] claimed; emails with [redacted], the manager who’s untruthful claims included that bc the item wasn’t California compliant they couldn’t send it to me in “New Jersey” (absurd). The facts are simple, PlumbTile could have gotten me the item and fulfilled my order and completed the transaction. They chose not to bc they would have, as they now admit, taken a loss on the item. Contrary to their assertion in their last message, my order was processed, I paid through PayPal (receipt enclosed), and [redacted] confirmed in her email that, “the order has already been cancelled and refunded to your card. In closing, instead of being upfront about any possible error on their website (as they claim) from the beginning they chose to be dishonest and engage in unethical business practices. If their claim that they are unable to get the product from Grohe at this time happens to be true (I’d need to verify) the fact is that they could have gotten me the fixture at the time I ordered, paid, and during this whole process of back and forth. This was not a pleasant experience and has taken up a lot of time – customers shouldn’t have this difficult of a time to be dealt with fairly. I’m holding them to task and requesting that they be held accountable for their unethical behavior. Respectfully submitted, -[redacted]
Regards,
[redacted]
Revdex.comWe appreciate Mr [redacted] furnishing us with a screen shot of the Grohe product he wished to purchase from us. Clearly it is a data entry flaw. Plumbtile has the item listed as $75.00 and our closest competitor has it listed at $1500 and $2400. With over 100 000 sku's on our site unfortunately infrequently there maybe a data problem, which we correctly immediately. Our manufacturers would NEVER permit the type of "bait and switch" strategy that Mr [redacted] is suggesting. Representing over 250 vendors and brands Plumbtile,com is 100% compliant with industry standards so as to not jeopardize our Industry relationships, ensuring the fairest and best pricing available to our valued customers.Despite the price discrepancy, we are unable to get the product from Grohe at this time. Were we able to secure the product our price would be $2400 and we would be glad to offer it to Mr [redacted].Please note Mr [redacted]'s charge card was never charged. Once again we apologize for the error on our site, the product since no longer available for us to distribute has been removed from the site and we trust Mr [redacted] has found it elsewhere.