Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below According to this letter they state that there was no room for brackets The reason that there is no room from brackets is b/c they cut the granite wrong On our original invoice it shows there was to be a 1/4" overhang on the sink PLEASE feel free to come measure the overhang Why would they not have made enough room for brackets when the installation manual specifically states all sides MUST include brackets The baking sheets in the photo were not inside the sink when it collapsed just because there is a photo of them doesn't mean that is what was inside That was never told to anyone Those cookie sheets were stored underneath the kitchen cabinet and removed due to the water leak Again I will say how will water overflowing from a sink cause damage to the inside of a kitchen cabinet If they strive to stasify their clients why do they have some many negative reviews? The star reviews have no experience attached with it Could it be the employees? All the negative reviews explain why they are giving negative reviews Ours is the 2nd Revdex.com complaint in the last year Why is that if they are striving for customer satisfaction????? of starsreviewsstarsstarsstarsstarsstar917Please also check google for their out of one star reviews Melanie Prestage [redacted] I have attached a copy of our receipt Please see page of undermount kitchen sink cut [redacted] will mouth the sink if [redacted] install Stanadard cut out has 1/4" overhang If they would have installed properly in the first place brackets would have fit! If they couldn't fit the brackets the first time how could they fit them now?????Consumer sent the following additional information to be added to their response:I wanted to add more to the previous email rejecting their response: The cups were holding up the garbage disposal to prevent further damage They removed the garbage disposal by the request of DIH due to them coming out to repair the sinkI just spoke with MrB [redacted] DOES NOT agree with these statements from their attorney He states he never agreed that the story does not add up If he didn’t believe the story didn’t add up he wouldn’t be pursuing a claim against them If he thought the attorney and Direct Import Home Décor was correct and was not at fault he would not be spending this time subrogating this claimThank you, [redacted] M [redacted] , CISR, API
Business sent the following update:Sorry, my accounting deptjust told me that we actually did give a refund to [redacted] yesterday, 1/So she will have to get with the cc company to remove the dispute because now we are out double the amountI will also contact the cc company-- Thank you! Stephanie W***Operations Manager
HelloThis customer called me to tell me their sink fell downI sent a crew to the house to re-attach the sinkAfter that was completed, the customer called me to tell me they don't think we re-attached the sink properlyWhat we did to attach the sink is what we always doIt is a normal procedureDuring the same call, I was told that when the original sink fell, it caused water to go all over their floor and in turn caused their floor to buckle, requiring them to replace their floor They told me this occurred because they filled the sink to capacity to soak some pots and pans, and then went into another roomSometime later, they heard a crash and upon returning to the kitchen, noticed the sink had fallen and there was water all over the floorThe sink was installed by us along with the countertops years agoThese sinks don't just fall down, as they are professionally installedIt is my assumption that the water actually overflowed for some time, and the overflowing water got between the sink and the countertop, which loosened the glue and caused the sink to fallI also believe this same issue is what caused the floor to buckleI did not hear about the floor replacement issue or anything about any water being found on the floor until after we went to the house to reattach the sink to the granite countertop free of chargeI normally charge customers to do thatEspecially after yearsThis situation was caused by customer neglectHad I known what caused the sink to fall in the first place, I would have charged them to go there to re-attach itThank youStephanie W***
We are sorry that there are sometimes delays in construction projectsThere are many reasons why some take longer and some don't, and that can affect the scheduleAll we can do is communicate when a date or time changes with the schedule and accommodate at the earliest convenienceRegarding the sink: the order and drawing, which all customers look over and confirm, had the sink listed on itAt the time of install the customer expressed ordering a different kind of sinkWhile it's possible they expected a different sink, the paperwork/order was clear on the type of sink they would be receivingWhile I didn't accept responsibility for the sink issue, I credited the sink and the undermount sink cutout charge for the customer (no charge on these) as a courtesy to help with the issues that had upset them so muchThe amount of money for those items were refunded to the customer's credit cardThe job is complete and I believe we handled the situation to the best of our ability
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Dear Ms. [redacted] : In reference to the reply from Direct Import Home Decor Inc. In stating that their was no representation that the cabinets can be offered in different colors, while true there was No representation who stated that they could not be either. In failing to clarify the cabinets only are offered as shown, the sales department personnel failed to tell either my wife or myself that the cabinets displayed only come in the colors specified. We intended to purchase Espresso color cabinets and were very clear of this fact to our sales person, unfortunately, are sales personnel failed to tellus this fact at the time of the signing or switching from one cabinet style to another. Specifically, she left on the word Espresso and only changed the cabinet style during this transaction. If at this time, she would have told us of this, which as stated in previous correspondence is a step for clarification that all representative at Direct Home Decor are required or trained to do this situation would have never arisen. The sales persons lack of communication and the fact that the word "espresso" in front of the original name of the cabinet was utilized during the sale would lead the consumer to believe that the cabinet style specification and the color clarification on the document itself are required to fulfill the order. The omittance of the Espresso in front of the cabinet style on the typed up sales clarifies the step that the sales person failed to perform. The difference between the two documents is the crux of the problem. Why on the original document was the word espresso utilized if this company doesn't offer color options. The inclusion of the color clarifies our position, and the colors omittance on the second sales receipt validates the problem. The consumer in this case is not aware of the policy and the sales person in this case failed to expressly clarify the change in cabinet style effectively chages the color. As they stated, the sales person can't agree to this but if she fails to clarify or Omits the change effects the color specified, this in itself is subversive in making sure she attains the purchase from the public. If the cabinets were returned upon delivery, we would have still by their own policy be required to pay a re-stocking fee that covers most or all of the customers cost of the cabinets. So when they state that this doesn't benefit DIH, although true it doesn't hurt them either, they still haven't lost a cent in the total cost to the company. Unfortunately, I'm color difficient, otherwise I would have rejected the cabinets at the time of delivery and by their own account had to pay a restocking fee. This business is well aware of the impact of this to their sales dollars in the fact that their re-stocking fees themselves are exhorbantly high and by themselves keep the company out of any financial risk in circumstances where they have made errors internally by the omittance or clarification. Additionally, seems somewhat humorous that the store mentioned that if the cabinets came in differrent colors they would install a sign stating that, but since their cabinets only come in one color as they have claimed no signs are necessary. Clarification for colors if available but NO clarification on their primary sales. In so far as me dropping off the cabinets, at the time, no acceptable concessions were communicated, and the hostility of both the Supervisor and the resident manager led me to believe that we were not going to work this out without myself burdeneing the financial "costs" associated with the "actual built costs" of the cabinets. The "thirty day" window of opportunity as stated in their documentation would have made me liable for the total purchase costs even though we were in communication during this time frame. Additionally, the boxes were not placed on anything other than a concrete floor, we took pictures of the boxes as they were delivered to the back dock to make sure DIH attempted to make a "claim". SO again DIH has perpetrated a "Lie" and clearly does not have the integrity necessary to properly perform business. Regards, [redacted] ***
HelloWe installed the customer's bathroom in May of this yearWe instruct our installers not to drill the holes for the faucet if it is not on site at the time of installThis rule is to ensure that the holes are drilled properly and will clear the back splash, etcWe do not know if the faucet that was on site at the time is the same as the ones she says she has tried to install since then.We sent our professional there to see if there were errors in the granite fabrication, measurements, etcand he determined that there were no errorsHowever, he did fill the chip/divot in the front of the countertop just as she explainedWe have sent her pictures of faucets that will work with her existing vanity top, faucet holes, sink, etcand we've even sent her the link to places those faucets can be purchased fromOur terms and conditions clearly state that any and all discrepancies or concerns must be brought to our attention within a certain time frame, as does our post installation agreement....which the customers are required to sign at the completion of the job
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below According to this letter they state that there was no room for brackets The reason that there is no room from brackets is b/c they cut the granite wrong On our original invoice it shows there was to be a 1/4" overhang on the sink PLEASE feel free to come measure the overhang Why would they not have made enough room for brackets when the installation manual specifically states all sides MUST include brackets The baking sheets in the photo were not inside the sink when it collapsed just because there is a photo of them doesn't mean that is what was inside That was never told to anyone Those cookie sheets were stored underneath the kitchen cabinet and removed due to the water leak Again I will say how will water overflowing from a sink cause damage to the inside of a kitchen cabinet If they strive to stasify their clients why do they have some many negative reviews? The star reviews have no experience attached with it Could it be the employees? All the negative reviews explain why they are giving negative reviews Ours is the 2nd Revdex.com complaint in the last year Why is that if they are striving for customer satisfaction????? of starsreviewsstarsstarsstarsstarsstar917Please also check google for their out of one star reviews Melanie Prestage [redacted] I have attached a copy of our receipt Please see page of undermount kitchen sink cut [redacted] will mouth the sink if [redacted] install Stanadard cut out has 1/4" overhang If they would have installed properly in the first place brackets would have fit! If they couldn't fit the brackets the first time how could they fit them now?????Consumer sent the following additional information to be added to their response:I wanted to add more to the previous email rejecting their response: The cups were holding up the garbage disposal to prevent further damage They removed the garbage disposal by the request of DIH due to them coming out to repair the sinkI just spoke with MrB [redacted] DOES NOT agree with these statements from their attorney He states he never agreed that the story does not add up If he didn’t believe the story didn’t add up he wouldn’t be pursuing a claim against them If he thought the attorney and Direct Import Home Décor was correct and was not at fault he would not be spending this time subrogating this claimThank you, [redacted] M [redacted] , CISR, API
Business sent the following update:Sorry, my accounting deptjust told me that we actually did give a refund to [redacted] yesterday, 1/So she will have to get with the cc company to remove the dispute because now we are out double the amountI will also contact the cc company-- Thank you! Stephanie W***Operations Manager
HelloThis customer called me to tell me their sink fell downI sent a crew to the house to re-attach the sinkAfter that was completed, the customer called me to tell me they don't think we re-attached the sink properlyWhat we did to attach the sink is what we always doIt is a normal procedureDuring the same call, I was told that when the original sink fell, it caused water to go all over their floor and in turn caused their floor to buckle, requiring them to replace their floor They told me this occurred because they filled the sink to capacity to soak some pots and pans, and then went into another roomSometime later, they heard a crash and upon returning to the kitchen, noticed the sink had fallen and there was water all over the floorThe sink was installed by us along with the countertops years agoThese sinks don't just fall down, as they are professionally installedIt is my assumption that the water actually overflowed for some time, and the overflowing water got between the sink and the countertop, which loosened the glue and caused the sink to fallI also believe this same issue is what caused the floor to buckleI did not hear about the floor replacement issue or anything about any water being found on the floor until after we went to the house to reattach the sink to the granite countertop free of chargeI normally charge customers to do thatEspecially after yearsThis situation was caused by customer neglectHad I known what caused the sink to fall in the first place, I would have charged them to go there to re-attach itThank youStephanie W***
We are sorry that there are sometimes delays in construction projectsThere are many reasons why some take longer and some don't, and that can affect the scheduleAll we can do is communicate when a date or time changes with the schedule and accommodate at the earliest convenienceRegarding the sink: the order and drawing, which all customers look over and confirm, had the sink listed on itAt the time of install the customer expressed ordering a different kind of sinkWhile it's possible they expected a different sink, the paperwork/order was clear on the type of sink they would be receivingWhile I didn't accept responsibility for the sink issue, I credited the sink and the undermount sink cutout charge for the customer (no charge on these) as a courtesy to help with the issues that had upset them so muchThe amount of money for those items were refunded to the customer's credit cardThe job is complete and I believe we handled the situation to the best of our ability
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Dear Ms. [redacted] : In reference to the reply from Direct Import Home Decor Inc. In stating that their was no representation that the cabinets can be offered in different colors, while true there was No representation who stated that they could not be either. In failing to clarify the cabinets only are offered as shown, the sales department personnel failed to tell either my wife or myself that the cabinets displayed only come in the colors specified. We intended to purchase Espresso color cabinets and were very clear of this fact to our sales person, unfortunately, are sales personnel failed to tellus this fact at the time of the signing or switching from one cabinet style to another. Specifically, she left on the word Espresso and only changed the cabinet style during this transaction. If at this time, she would have told us of this, which as stated in previous correspondence is a step for clarification that all representative at Direct Home Decor are required or trained to do this situation would have never arisen. The sales persons lack of communication and the fact that the word "espresso" in front of the original name of the cabinet was utilized during the sale would lead the consumer to believe that the cabinet style specification and the color clarification on the document itself are required to fulfill the order. The omittance of the Espresso in front of the cabinet style on the typed up sales clarifies the step that the sales person failed to perform. The difference between the two documents is the crux of the problem. Why on the original document was the word espresso utilized if this company doesn't offer color options. The inclusion of the color clarifies our position, and the colors omittance on the second sales receipt validates the problem. The consumer in this case is not aware of the policy and the sales person in this case failed to expressly clarify the change in cabinet style effectively chages the color. As they stated, the sales person can't agree to this but if she fails to clarify or Omits the change effects the color specified, this in itself is subversive in making sure she attains the purchase from the public. If the cabinets were returned upon delivery, we would have still by their own policy be required to pay a re-stocking fee that covers most or all of the customers cost of the cabinets. So when they state that this doesn't benefit DIH, although true it doesn't hurt them either, they still haven't lost a cent in the total cost to the company. Unfortunately, I'm color difficient, otherwise I would have rejected the cabinets at the time of delivery and by their own account had to pay a restocking fee. This business is well aware of the impact of this to their sales dollars in the fact that their re-stocking fees themselves are exhorbantly high and by themselves keep the company out of any financial risk in circumstances where they have made errors internally by the omittance or clarification. Additionally, seems somewhat humorous that the store mentioned that if the cabinets came in differrent colors they would install a sign stating that, but since their cabinets only come in one color as they have claimed no signs are necessary. Clarification for colors if available but NO clarification on their primary sales. In so far as me dropping off the cabinets, at the time, no acceptable concessions were communicated, and the hostility of both the Supervisor and the resident manager led me to believe that we were not going to work this out without myself burdeneing the financial "costs" associated with the "actual built costs" of the cabinets. The "thirty day" window of opportunity as stated in their documentation would have made me liable for the total purchase costs even though we were in communication during this time frame. Additionally, the boxes were not placed on anything other than a concrete floor, we took pictures of the boxes as they were delivered to the back dock to make sure DIH attempted to make a "claim". SO again DIH has perpetrated a "Lie" and clearly does not have the integrity necessary to properly perform business. Regards, [redacted] ***
HelloWe installed the customer's bathroom in May of this yearWe instruct our installers not to drill the holes for the faucet if it is not on site at the time of installThis rule is to ensure that the holes are drilled properly and will clear the back splash, etcWe do not know if the faucet that was on site at the time is the same as the ones she says she has tried to install since then.We sent our professional there to see if there were errors in the granite fabrication, measurements, etcand he determined that there were no errorsHowever, he did fill the chip/divot in the front of the countertop just as she explainedWe have sent her pictures of faucets that will work with her existing vanity top, faucet holes, sink, etcand we've even sent her the link to places those faucets can be purchased fromOur terms and conditions clearly state that any and all discrepancies or concerns must be brought to our attention within a certain time frame, as does our post installation agreement....which the customers are required to sign at the completion of the job