D Pritchard

Please see attached

have received the vendor response for complaint # *** and I remain unsatisfied with Joel A*** response He was not present at any of the transactions and there are many inaccuracies. We did go to the Scottsdale location showroom twice and spoke each
time with Oscar W*** We explained to Oscar each visit that when our house was built, standard inch x inch straight edge travertine tile was installed in the living room and hallway, connecting to carpet in the Master Bedroom, then connecting to the same travertine tile into the Master Bath We removed the carpet and needed to match the existing tiles exactly so the grout lines would line up Since the new travertine will continue from the existing travertine it needed to be a good match. At no point did we say we just wanted a tonal match It makes no sense that in the middle of our travertine existing hallway we would want to join it with incompatible tile Joel A*** is incorrect.The salesman, Oscar, showed us a sample of tile and it looked acceptable He guaranteed the tile would work with our existing installed floor samples, and they looked the same to myself and my wife.We were NEVER given a sample of the beveled travertine tile Joel A*** is incorrect We were given a sample of a transition tile (small approximate 5”x1” tiles on a mesh backing) we considered for the transition from the master bedroom to the master bath This is not the 18xtravertine tile we purchased to use on the floor of our master bedroom.The tile that was delivered was different The delivered tile has beveled edges cut into the tile, causing it to have wider grout lines It is a very subtle difference (inch) but was immediately noticeable when the container was opened to start work The bevel grout line cut tile would cause the tile grout lines to not line up with the existing floor tile The tile delivered is completely unusable and did not match the samples we brought into the store.Joel A*** wrote "After the material was delivered his installer noticed the bevel edge from MrC*** selection of product and they made a decision that the material was not what they wanted to install.” The tile we purchased did not have a beveled edge The invoice does not reflect the tile has a beveled edge It makes no sense that we would purchase an incompatible tile to what we have installed and need to match We were delivered an incorrect product We spoke with Oscar on two different occasions and were assured the tile from World Wide Stone Corporation would be compatible.When I called the store to ask why we received different tile, Oscar was not present I have since received communication with a variety of different tile store employees, none of whom were present in the store when we shopped Every communication from them contains hearsay comments and errors in what happened. Joel A*** alleges I yelled and ranted This is not the case I was extremely frustrated at the lack of his staff’s customer service I had my installer at the site, paying him for his time, and everyone was too busy to attend to the matter I may have been curt however I did not yell and rant Joel A*** is incorrect.The store claim is that we were only looking for "tonality" (color) match Absolutely not true, we were looking for a solution to matching our existing installed tile, and to match our sample tiles.Bevel edged tile is a unique, rarely used tile It presents a different look than standard straight edge tile All stores carry predominately straight edge tile, and some also offer limited bevel edged tile, as it is not compatible with the vast majority of installed tile flooring. We needed, and were promised straight edge tile to match our samples Somewhere in the World Wide Tile store process, they ordered the wrong product.The offer to replace the incorrectly ordered tile with new tile contained too many conditions to be acceptable If I paid extra shipping and handling for them to replace the tile, there was no guarantee of quality, color, or correct product I would not be able to "spec" the product description, or see the product before delivery to my home Given the problems with the first order, I find these terms unacceptable.I was tempted to purchase different, compatible stone from Joel However, since he was nasty and blatantly dishonest as per our original purchase, I did not have any level of trust to continue doing business with him Joel’s attempts to accommodate were not fair to me He is asking me to pay for his mistakes The return policy does not apply for stone that was incorrectly ordered and shipped.Joel reflects I selected a different product from QDI This is incorrect I am continuing to look for a tile correct for my job.The store is attempting to charge a $restock handling fee for taking the single undisturbed container of tile back unless I accept their offer to reorder some unknown, no description, new tile they again promise will be "correct". Bottom line… I have a master bedroom I fully intend to tile I had the existing carpet removed I am inconvenienced by a cold ugly concrete floor in my master bedroom for months, fees for my tile installer to start the tile job only to find incompatible tile and need to stop, fees to deliver and return the incorrect tile, and time spent going to other tile stores in search of an honest company with a compatible product At no point have I changed my mind to do this job.I want my $payment for the tile refunded so I can go purchase the needed tile from another store down the street that knows how to order the right material.thank you,*** ***

Good Morning, We have received the correspondence letter to Revdex.com from [redacted].  I have included the documents from the first response as well. The details are in our first response along with email communication that I had with [redacted] that does show the accuracy of the correspondence we exchanged.  [redacted], has made many inaccurate statements which the attached documents and emails show the accurate happenings.  As provided, it shows how we attempted to appease [redacted] with changing his selection, but it was not acceptable to him.  With the comments he has made it is apparent that he is unfamiliar with natural stone.  We have been in business for almost 30 years and our production is known for quality that includes the standard 1 mm bevel edge.  What [redacted] did not mention that he did return the product on December 21st, 2016.  We credited his credit card back for the total amount of the material returned minus the 20% restocking fee which is clearly stated on the signed order. I would be more than happy if the Revdex.com would like to send a representative to our Scottsdale location and I can provide a tour of the products and show that all of our Honed and Resin Filled tiles come standard with a 1 mm micro bevel edge.  [redacted] was never shown any material that does not contain the 1 mm bevel edge from our Honed and Resin Filled production. Best regards, Joel A[redacted]

Please see attached.