Boral Building Products

After visiting the Boral Store in Bartlett TN. We looked at brochures and samples of Boral Stone. We told the sales lady that we wanted a rust color stone to match the cedar of the house we were building. We were shown brochures and picked out the [redacted] We noted that the sample had a larger stone than what was pictured in the brochure and we told her that we did not like the light gray. I was assured that the pieces were smaller than the sample and that it was just the person putting together the samples, yet the floor sample had mostly the rust color we preferred. The sales lady suggested that if we purchased more than needed we could set the larger stones aside. At the time I told her that based on that I would like to purchase them. I was told that her manager was out of the store and she could not see if they were currently in stock. Instead, she suggested that she email us a quote and would let us know after talking to her manager. I called over a month later to inquire why I had not gotten a quote. She then reported, Your order is in. I was caught off guard, but felt obligated to take it. I asked if she could give me a price. She read it out to me over the phone and I then repeated several times my email and that I needed an invoice. I then provided my credit card number.After delivery I discovered that the stones did not match neither the brochure nor the sample. Most stones were LARGER than the sample and the color was completely different with off-white stones, black, beige and a some rust colored stones.I called and complained that the stones did not match the brochure, nor sample. I was then told that they had ordered them specifically for me and they never give refunds. I protested and she put me with the manager. I then restated my complaint that the stones were not the same color and a lot larger than the sample. The manager suggested I cut the stones in two, and that the black stones would fade in time. I told him that I would not put them on the house and wait to see if the black faded, nor would I pay more for installation to try and get a mason to cut the stones smaller. At that point, he said he was going to check something and then call back. After a few days later and no return call I disputed the charge.When making the complaint to [redacted] Credit Card, I explained that the stones had been delivered by a truck with a fork lift and that I had them covered and ready for pick up. I explained at the time that they I had no way of returning them, but they needed to be picked up. The agent asked if I would hold while she attempted to contact the company. She came back and reported, I see what you mean, they hung up on me.Yesterday, I again called and spoke to Boral and explained to them that my credit card had refunded me two months ago and their stones had not been picked up. I did not want to take what was not mine and thought by this time they would be appreciative that I had kept them safeguarded from damage. The sales person said she would have someone call me. I told her that they needed to be picked up right away, because they were in the way of the needed dozer work. After again having not gotten a return call I called back today, 9/23/14. I spoke to the sales lady again and this time was told her computer was down and someone would need to call me back. I told her no that this is what she says every time and she needs to know that they must pick them up or I will simply need to discard them. She then was curt and told me that I had lied to the credit card company and reported that I had returned them. She went on to say, if you remove them from that box, you can not return them. Later today she called back after checking with her supervisor, You may do anything you want with the stones. They are yours She said with a sarcastic tone.I spent hours today removing each brick out of the boxes on the palate and then, moving the palate/box and replacing each stone. I discovered numerous broken stones, as well as splattered/defective color that sprayed in obvious spray paint dots. Further, chips show very coarse concrete that would have prevented the stones from being cut as previously suggested. I believe the stone is actually what they call white oak rather than the mojave or something thrown together from the two. There are no white stones with the mojave...yet what I received has at least half of the off-white stones! Rather than address my concerns they have tried to play games. I have had a legitimate complaint and they do not have a leg to stand on.It is my position that they delivered stone which was defective, wrong color and wrong size that are of no use to me. I was never given terms refund, or that they were special ordering anything. I never signed anything or received any documentation, because there has been no documentation for their assertion. You can not drop junk off, claim no refund and then make a claim that the customer has not returned the product. This is the behavior of charlatans, not a business.Product_Or_Service: MojaveDesired SettlementPick up your product and quit trying to get the credit card company to recharge my card.Business Response Even though we disagree with [redacted] version of events, Boral Building Products has a great reputation of customer service and that is why we have picked up the materail and she will be refunded her purchase amount.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They did not pick up their defective merchandise for "customer service". They picked it up because they lost the case with my card holder. My photos backed everything up. I am out a lot of time and frustration. A heart-felt apology should have been their response.