Chula Vista Tile and Stone Reviews (%countItem)
Chula Vista Tile and Stone Rating
Address: 2285 Main St, San Diego, California, United States, 92154-4702
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+1 (619) 423-1833 |
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The store ordered the wrong tile. It was a re-order on a tile that I had already bought from them. I'm not even sure how it happened because they should have had the correct product in their system. It's the only thing I have ever bought from them. I need just two boxes to complete a project that has already been delayed, and messed up more times than I want to think about. I came to pick up the order the day I needed to install it, because I have absolutely no room left to store any more supplies for unfinished projects in my tiny condo. I had just two days to get the job done before my tiler was leaving town for an indefinite period of time. The correct tile came from LA, two hours away, so it was not impossible for the store to get it to me the same day when the error was discovered. They did not even attempt to correct the mistake. Furthermore, the manager was rude and dismissive. I went to their competitor, who offered to get me the tile same day, but he would have to charge me an extra $150. At this point, I could not afford to throw away $150, so my project will be delayed, and I will be forced to live in chaos.
Thank you for contacting me and giving us the chance to explain.
This customer ***, did buy materials from us and since it was not enough, she re-ordered over the phone. We usually do not permit this because it is not our policy. The product was ordered but unfortunately we did not receive the correct product. We explained to the customer that we were able to exchange the product and have it for Wednesday. ( It was a Monday), because it was past midday and the order will be sent next day. And our driver had scheduled deliveries for that day and following day.This customer got very aggravated because of problems she has had during this project and not with us, with her contractor. We proceeded to give her money back. We did explain to her that we wanted to help; that this issue had a solution and that we will do our best to fix it. She even got violent, disrespectful and even tried to throw a piece of tile to one of our salespersons in the face. . Our manager started helping her, and explaining the mix up, and she refused to talk to him, acting very irrationally, so another salesperson stepped in and repeatedly tried to help her to calm down and explained that this problem had a solution. She got very irritated and even threatened us.She left the store with our sample tile and was followed to her car to get our sample back, and she was so furious she tried to throw that tile to my employee. But then another of my coworkers arrived and witnessed the situation. She got really nervous as she heard and saw the customers reaction.We even went ahead and exchanged the product and had it ready for her as we said on Wednesday.We called her up to let her know that the material was ready and she did not want it any more.I am so sorry this happened to her and as we apologized in person, and over the phone, we would like to also apologize in writing. We already gave her money back and we reordered the correct product as we said we would. Our manager has been with us for more that 12 years and is a very calm, patient and courteous person. All of our customers look for him by name and come back again, and again. We have been in business for more than 18 years and have very loyal customers. About the $ 150 dlls that she is asking for, it is not our responsibility or our obligation to pay. We solved the issue according to the best of our abilities and according to our policies. We would also like to inform that two of our employees are requesting phycological treatment for this unpleasant experience.We are very sorry that *** had this issue and how it affected her project. But as in any construction project, there are set backs and we need to help each other to solve them in the best way.And this is what we as Chula Vista Tile and Stone did for her.
Thank youPilar M ***Chula Vista Tile StonePresident.
That is a blatant lie. It was not past midday, it was 9 am. I would have come earlier, but you don’t open earlier. It was possible to get the tile same day or the next day. Wednesday was too late, as I told them.It was your responsibility to fix this mistake, and I was furious when they would do nothing about it.
They ordered the wrong tile, messed up my project, and did nothing to remedy it. The manager was smug and rude.