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Donley Brick Company

78 Stewart Ave, Washington, Pennsylvania, United States, 15301

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I had closed in a doorway and a garage on my house and was in need a very specialized brick called romans. The romans were 16x2x4 and were split or rough face. When looking in Pittsburgh, we were told donley brick in Washington, pa was the place to go. When we called he ensured us he could get the brick. So we placed the order. The bricks were delivered 3 weeks later and we were charged $250 for delivery. However upon inspection of the brick, they were 11x2x4, but smooth faced. So they were not only the wrong size, but they were the wrong finish. I attempted to resolve the issue with the business owner. I offered to accept an exchange for something else, but he wasn't interested. Instead he offered me $489 and told me that was the best he could do. He supplied a product I didn't order and he wants me to absorb the cost.

Donley Brick Company Response • Jun 28, 2019

First, my apologies for not responding to your letter sooner. We do not receive mail at our street address - it is re-routed to the PO box. Also, please note that there is no *** at our company.We would like to offer the following response to the complaint:In Mid-April, we received a call from a man we later learned to be the customer’s mason. He asked if we could get Roman brick with a split face on them. He stated that color did not matter because he was going to paint them. Our salesman explained the Shadowtex split face design of a Belden Roman brick, which is a ridge that runs horizontally across the brick. He said that would work and that he would have the homeowner call with a payment to place the order. The customer called and paid for the product order, asking no questions. The sales order was created on April 17,2019. The product was delivered on May 1,2019.The customer called our salesman May 30,2019 stating he wanted to return the product because there was no split face on the brick. The manufacturer confirmed the correct product had shipped, and our inventory manager confirmed that the correct product had been delivered.Usually, we do not accept returns of special-order product as we cannot return it to the manufacturer. As a good faith gesture, we offered to purchase the product back at a rate of $476. That would cover our cost for the product and inbound freight. We would absorb the delivery expense. At that point, the customer accused the salesman of lying and false advertising. He said he was going to the bank to file a fraud charge to get the money put back on his credit card.In an effort to resolve the issue, the salesman had further conversations to try to determine what was the product that the customer was trying to find if it was not a split face Roman. He learned that the customer was actually trying to match the profile of a rock face with a length of 15 1/2". Had this been the case in the initial conversation with the mason, the sale would not have occurred because that product is not available. It is a product used in older buildings and is no longer produced.

After finding that the customer was instructed by the mason to order the wrong product, our salesman again made an offer of full credit for the brick minus the freight. The total refund amount would be $1,372.70, and our company would pick-up the product at our expense. The customer accepted that offer and the product was retrieved on June 5,2019.Our salesman has since been trying to reach the customer to obtain his card information or a mailing address to issue the refund. To date, the customer has not returned his attempts. It is the intention of Donley Brick Company to refund the customer the agreed amount to resolve this issue.Please contact me if you require further information about this complaint. I can be reached at ***@***.com or by phone at .

Sincerely,

Donley Brick CompanyKelly *. RPresident

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Address: 78 Stewart Ave, Washington, Pennsylvania, United States, 15301

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+1 (724) 225-7248

Web:

www.donleybrick.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Donley Brick Company, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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