Ceramic Tile Sales

Review: I went in to order tile that they recommended & was told that it was discontinued. Then I picked out another tile. I told the salesperson, Hillary, that I needed 11 linear feet of tile. She said, ok, we will order it, but you will end up with 12 linear feet because of the size sheets it comes in. I said that was fine, better to have more than enough. They called me to tell me it was in, and after I picked it up, I measured it and I only had 9linear feet. I called them and they said they would order more and that she made a mistake, but it will be in Friday. It didn't come in Friday & it seems as though they were never expecting it Friday. They said it would be in sometime Monday afternoon. The contractor had to wait & couldn't go any further until it came in and I was without a bathroom until it came in & the contractor could finish the project. There was no way they could expidite the order and first she said she could have it delivered to my house since it's an hour drive for me and I'm working. Then the business owner got on the phone & was very rude and mean to me.Desired Settlement: I want others to know that this business doesn't care about customer's time or about making them happy. I had to drive out there several times when it could've easily been delivered to my house. I want a refund.

Business

Response:

The customer had ordered a small order of 2 sheets of glass mosaic tile for her bathroom job. There was

a miscommunication as to how much of the tile she would be using. The tile comes in 12” x 12” sheets

and our associate thought the customer would be using them in 2” increments, allowing 3 sheets to be

more than enough glass. The customer later stated that she had wanted the glass in 3” increments, thus

the shortage of glass mosaic.

We assumed the blame and immediately ordered her another sheet, however this glass is fragile and

our distributor would not send them UPS, as we had originally thought- It would have to be sent, via

their truck the following Monday at a cost of $65.00, which was not passed on to the customer.

The customer was highly agitated at the delay, to which we apologized profusely and made sure she

understood she was not going to be charged for the tile and that we were doing everything we could to

get the tile in as fast as we could. She became increasingly belligerent to our associate and at that point

our owner became involved. His attempt to “calm the waters” was quickly shot down by the customer,

who was beyond reason.

Clearly there was a miscommunication, which we tried to resolve at no cost to the customer; however

there were delivery issues that were out of our control. We did offer to meet the customer at a location

that would be convenient for both parties; however, she declined and demanded gas money. That

ended all negotiations.

Consumer

Response:

The business has their facts mixed up from the beginning. I had no idea what increments the tile came in & was not made aware of the increments by the sales associate. The associate was aware (b/c I told her) that I wanted 3 strips thick and 11 linear feet. The associate told me we would have to order 12 linear feet due to the increments it was sold/packaged in. I told her that was fine, but she still didn't tell me what the increments were. I made the mistake of trusting her to know how much to order b/c I was at a tile store and she was such a great associate per the store owner. This business can't get the facts correct and can't get their story together. No wonder they can't resolve any issues.