Dunbar Tile & Stone Center

Mr. [redacted], Coronado Stone always stands behind their product and customer service is top on our list.    I am sorry that you hadsome difficulty with your order.  There is always going to be an occasion manufacturing flaw and I sorry you had to deal with that.I believe you were...

originally given a discount for your inconvenience. We have also credited your invoice and mailed a refunded.  Ihope that Coronado can be a service to you in the future.   Sincerely, [redacted]Accounting / Office ManagerPlease see attachment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   Thank you for addressing this matter.  Coronado Stone has stood by its product and with your help is now standing by its customer.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, in response to [redacted]'s reply, I feel it important to let him know that he has been misled.  Though the problem was brought to his attention 3 weeks ago (as stated), because I finally called to speak with a manager, this has been an issue we attempted to have resolved through our salesperson, [redacted], since May 12, 2016 (7 weeks).  Within that time we were left waiting for call backs which we never received.  I was the one left to follow up, and in lieu of no response or interest in my concern from Coronado Stone, Inc., was left to handle this through The Revdex.com.  [redacted] states that the stone provided was looked at by three individuals for Coronado, including himself, yet when we asked to have someone other than [redacted] come out to inspect the work no one took us up on the request.  I asked [redacted] personally to do so.  As our salesperson was unable to obtain the sample we requested several times, my wife and I were left to visit the Coronado showroom and take pictures and pick up the Coronado brochure, in order to match tile to the stone color, which we did based on pictures from their showroom display, along with pictures in the brochure.  There were no disclaimers about variance in colors, and it was never stated to us that the greystone we ordered would primarily be tan, until after the installation. If someone from Coronado, aside from [redacted], would have taken the time to come out to inspect the work, they would have seen that our fireplace is in fact much more tan than grey.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mrs. [redacted],On behalf of our company I sincerely apologize for any miscommunication you might have received. Proper communication and customer service have always been of utmost importance as our rating with the Revdex.com shows. This matter was brought to my attention about three weeks ago. It is my...

understanding that the tile was recommended over the hearthstone due to the concern of your Children's safety. You felt that our matching hearthstone would be raised to high above the level of the floor and you didn't want the possibility of your children tripping on it. The tile was going to be a much thinner/smoother product than the hearthstone we recommend to match the stone you chose for your fireplace. We recommended a (Grey) tile to match the stone. Once you chose the tile, | wish you had taken the opportunity while waiting for the install to bring it into our showroom to make sure that it matched the stone you had chosen. As your Sales Representative and I explained, there are vast amounts of grey tones in the color spectrum to choose from. The stone that was provided by my company has been looked at by three individuals, myself included, and it is the correct Color. Again, I apologize that you are unhappy with the tile color and understand that you want to replace it with a shade of grey that will go better with the stone. As a company we try to take care of our customers in a professional manner and feel that we did handle this job in that way. But we do want our customers to be completely satisfied so we will contact you and schedule one of our installers to remove and replace the bottom two rolls of stone so that you can have the tile replaced by the company that you used to install the tile. We will wave the additional labor and travel fee for our installer and will pick up payment of the initial invoice at the time of service.Sincerely,[redacted]Executive Vice President