M S International Inc

***,
#1f497d;">
As I suspected after receiving your email this morning, and though it’s understandable, Ms*** is “jumping the gun” and being a bit impatient. *** *** (who, as you know, is a part time employee who handles MSI’s Home Depot Complaints), did in fact immediately respond to Ms***’s initial inquiries (two of them in fact), first by phone on July 16, 2014, and again by responding to Ms***’s first email of 7/17/2014. Ms*** is off on Friday’s and further follow up was required before responding to Ms***’s second email of 7/17/2014, so she did not have a chance to respond to Ms***’s second email until this morningPlease see below for Ms***’s first email and MSI’s response. Ms*** did receive some pictures and is currently arranging to have this ***er investigated further, and also is responding to Ms***’s follow up 7/17/email.
However, Ms*** is incorrect in saying that MSI is the “manufacturer”. MSI is only an importer and distributor. Further, Ms*** is incorrect in saying that “[MSI] the manufacturer is trying to blame Home Depot.” Nor can we confirm whether or not Home Depot blamed this on the manufacturer [or MSI]. It appears that Ms*** is misinterpreting Ms***’s questions to mean that MSI is not going to take responsibility. “Responsibility” cannot be ascertained until an investigation into the entire ***er, from before the purchase took place to completion of install, is completed Ms***, as you can see below, has made no comment whatsoever about who is or may be responsible at this point, and saying so one way or the other is way too premature at this point Ms*** was just simply asking some initial questions to help her with beginning the investigation process
I will update you again once MSI has completed its investigation into this ***er since saying anything else would be pure conjecture at this time. Rest assured MSI is, and has been, in contact with Ms*** since the very first phone call (even though this claim is not even a week old yet), and MSI has begun coordinating an investigation into the matter
Regards,
*** ** ***
Associate - Business Administration
M S International, Inc
NBatavia St
On Thu, Jul 17, at 12:PM, *** *** wrote:
Hi ***,
I do see what you are explainingMetro Charcoal does come in shade variations
When you purchased the tiles from HD, were all the boxes from the same shade?
This difference would have been seen before install, especially when laying right next to each other
Did you happen to have a picture of the boxes that were purchased?
Thank you,
*** *** ♥
MS International, Inc
Premium Natural Stones
N Batavia St, Orange, CA
T: 714.685.7575 | F:
***@msistone.com | www.msistone.com
Laughter is timeless,
Imagination has no age,
Dreams are forever
~ Walt Disney
The information in this correspondence is confidential, and is intended solely for the addressee(s)Access to this correspondence by anyone else is unauthorized and therefore prohibitedIf you are not the intended recipient, or if the correspondence is marked as 'confidential', any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawfulIf you have received this communication in error, please notify us immediately M S International, Incwww.msistone.com”
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From: NCG Supreme Home Services LLC [mailto:***] Sent: Thursday, July 17, 7:AMTo: *** ***Subject: Fwd:
Good Morning ***,
This is *** ***, I spoke to you yesterday regarding the discrepancy with the tile I purchased at Home DepotWhen I purchased the tile a manager Named *** actually pulled the order, and looked through the tile to ensure that none of them were brokenwhen the contractor installed the tile and they were cleaned the tile appeared to be two different shades. The photos Attached show exactly how the tiles look
The Home Depot I purchased the tile from is:
Store LOVEJOY
11075 Tara Boulevard
Lovejoy, GA
(770)477-
Store manger I spoke to was ***
My Info:
*** *** **
*** **
***
The tile I purchased is 12"x24" Metro Charcoal
Please inform me that this email was received
Thank you
*** ***

Customer somehow acquired and called MSI's local sales office instead of using our National Home Depot Customer Complaint Line (which is based out of the corporate office specifically to handle and resolve complaints from Home Depot Customers), and there appears to have
been some sort of misunderstanding between the customer and the local sales office since they do not handle Home Depot Complaints. In any event, this matter was forwarded to the correct department, and they quickly ascertained that a replacement box has now been ordered. As such, this matter is now resolved, and MSI is closing it's file on the matter.
Thank you

Dear Miss [redacted],
MSI acknowledges receipt of this complaint, and will promptly begin its investigation into the matter.  MSI will provide a further response once this matter has been investigated further.
Thank you. 
Regards,
#1f497d">[redacted]. [redacted]
Associate - Business Administration
 
M S International, Inc.
2095 N. Batavia St
Orange, CA 92865
Ph:  [redacted]
Fax:  [redacted]
[redacted]
 
[redacted]M S International, Inc. Corporate Email Disclaimer[redacted]This message (which includes any attachments) is intended to be read only by the person(s) to whom it is addressed. The information contained herein is intended for the sole use of such person(s). The message may contain information that is privileged, confidential and exempt from disclosure under applicable law, including but not limited to the law applicable to attorney/client privilege. Any unauthorized use or dissemination of this message in whole or in part is strictly prohibited. If you are not the addressee, you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you received this message in error, please immediately advise the sender by reply E-Mail and delete this message and the reply from your system. Thank you for your cooperation.

Customer somehow acquired and called MSI's local sales office instead of using our National Home Depot Customer Complaint Line (which is based out of the corporate office specifically to handle and resolve complaints from Home Depot Customers), and there appears to...

have been some sort of misunderstanding between the customer and the local sales office since they do not handle Home Depot Complaints.  In any event, this matter was forwarded to the correct department, and they quickly ascertained that a replacement box has now been ordered.  As such, this matter is now resolved, and MSI is closing it's file on the matter. 
Thank you.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I bought my tile from Home Depot and within 2 months afo putting it down burrows and holes started appearing almost daily. The tile looks terrible and using grout to cover would be a daily chore. Everyday new holes or cracks appear. I contacted them and without even looking at the problem and enormity of it they said it was normal. Im not sure how they can gauge that without looking at it. I now need all new flooring which I am unable to afford.Desired Settlement: Replace the affected tile

Business

Response:

Dear Miss [redacted],

MSI acknowledges receipt of this complaint, and will promptly begin its investigation into the matter. MSI will provide a further response once this matter has been investigated further.

Thank you.

Regards,

[redacted]

Review: I recently bought some tile from the Home Depot. When I bought the tile A manager pulled the order and checked through it to make sure none of the tile was broken. The tile was taken from the same pallet and all of the packages for the tile were the same. After checking the tile the manager put the tile on the cart. I hired a contractor to install the tile, after the tile was installed and cleaned they looked like two different shades. I called the Home Depot regarding the situation and they gave me the information to the manufacturer and told me to contact them. When I contacted MSI International I spoke to [redacted]. She asked for the information of the store looked at the photos I sent her and I have not heard anything after that. Home Depot is basically saying it is a manufacturer discrepancy, and the manufacturer is trying to blame Home Depot. No one wants to take responsibility for what happened about the tile. I now have a room that is tiled with two different shades of tile not to mention it cost me almost $600 in material and $500 to install.Desired Settlement: I would like for someone to take responsibility for the error, and to be reimbursed for all of the frustration I am now have to deal with for this matter to be corrected.

Business

Response:

[redacted],

As I suspected after receiving your email this morning, and though it’s understandable, Ms. [redacted] is “jumping the gun” and being a bit impatient. [redacted] (who, as you know, is a part time employee who handles MSI’s Home Depot Complaints), did in fact immediately respond to Ms. [redacted]’s initial inquiries (two of them in fact), first by phone on July 16, 2014, and again by responding to Ms. [redacted]’s first email of 7/17/2014. Ms. [redacted] is off on Friday’s and further follow up was required before responding to Ms. [redacted]’s second email of 7/17/2014, so she did not have a chance to respond to Ms. [redacted]’s second email until this morning. Please see below for Ms. [redacted]’s first email and MSI’s response. Ms. [redacted] did receive some pictures and is currently arranging to have this [redacted]er investigated further, and also is responding to Ms. [redacted]’s follow up 7/17/2014 email.

However, Ms. [redacted] is incorrect in saying that MSI is the “manufacturer”. MSI is only an importer and distributor. Further, Ms. [redacted] is incorrect in saying that “[MSI] the manufacturer is trying to blame Home Depot.” Nor can we confirm whether or not Home Depot blamed this on the manufacturer [or MSI]. It appears that Ms. [redacted] is misinterpreting Ms. [redacted]’s questions to mean that MSI is not going to take responsibility. “Responsibility” cannot be ascertained until an investigation into the entire [redacted]er, from before the purchase took place to completion of install, is completed. Ms. [redacted], as you can see below, has made no comment whatsoever about who is or may be responsible at this point, and saying so one way or the other is way too premature at this point. Ms. [redacted] was just simply asking some initial questions to help her with beginning the investigation process.

I will update you again once MSI has completed its investigation into this [redacted]er since saying anything else would be pure conjecture at this time. Rest assured MSI is, and has been, in contact with Ms. [redacted] since the very first phone call (even though this claim is not even a week old yet), and MSI has begun coordinating an investigation into the matter.

Regards,

Associate - Business Administration

M S International, Inc.

2095 N. Batavia St

On Thu, Jul 17, 2014 at 12:16 PM, [redacted] <[redacted]@msistone.com> wrote:

Hi [redacted],

I do see what you are explaining. Metro Charcoal does come in shade variations.

When you purchased the tiles from HD, were all the boxes from the same shade?

This difference would have been seen before install, especially when laying right next to each other.

Did you happen to have a picture of the boxes that were purchased?

Thank you,

[redacted] ♥

MS International, Inc

Premium Natural Stones

2095 N Batavia St, Orange, CA. 92865

T: 714.685.7575 | F: 714.685.7579

[redacted]@msistone.com | www.msistone.com

Laughter is timeless,

Imagination has no age,

Dreams are forever.

~ Walt Disney

The information in this correspondence is confidential, and is intended solely for the addressee(s). Access to this correspondence by anyone else is unauthorized and therefore prohibited. If you are not the intended recipient, or if the correspondence is marked as 'confidential', any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you have received this communication in error, please notify us immediately M S International, Incwww.msistone.com”

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From: NCG Supreme Home Services LLC [mailto:[redacted]]

Sent: Thursday, July 17, 2014 7:24 AM

To: [redacted]

Subject: Fwd:

Good Morning [redacted],

This is [redacted], I spoke to you yesterday regarding the discrepancy with the tile I purchased at Home Depot. When I purchased the tile a manager Named [redacted] actually pulled the order, and looked through the tile to ensure that none of them were broken. when the contractor installed the tile and they were cleaned the tile appeared to be two different shades. The photos Attached show exactly how the tiles look.

The Home Depot I purchased the tile from is:

Store 6848 LOVEJOY

11075 Tara Boulevard

Lovejoy, GA 30250

(770)477-9749

Store manger I spoke to was [redacted]

My Info:

The tile I purchased is 12"x24" Metro Charcoal

Please inform me that this email was received

Thank you

Consumer

Response:

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased corner stone that had to be ordered and delivered to Home Depot because MS international does not deliver to consumers. Of the 2 boxes ordered the contents in one box was completely smashed. There was no damage to the box itself and this was clearly packaged SMASHED at MS international. The contractor is here now installing and I was told by the Edison NJ warehouse that I have to start the whole ordering process again at the Home Depot. I feel this is not my fault or the Home Depots and don't understand why I have to go through the process of reordering product that was clearly sent to me damaged not to mention now having to pay for a contractor to come back again to complete the work. I spoke with Robbie Pun at the Edison NJ distributor who was less than helpful and wouldn't help me at all. He claimed to be the Sales Director. This is horrible customer service and in this case if they couldn't deliver to my home they certainly should have agreed to get a replacement box to the Home Depot quickly. I would appreciate your help in getting this resolved. And I certainly don't want this to happen to anyone else so I want a complaint posted that this company will not help you when the problem was clearly their mistake by first delivering damaged material to a store, and then not helping a consumer who has a contractor standing around with a half finished fireplace. Thank youDesired Settlement: I should never have been told by the Sales Director of MS International that I have to go to the Home Depot and reorder. I wanted the stone replaced in a timely manner which is too late now because the contractor is here now installing. Why do I have to reorder -MS international should be shipping it to the Home Depot and exchanging it for me. I already ORDERED it once. The Home Depot is approximately a15 minute drive from MS International. If they shipped damaged merchandise they should replace it. Because of the sales directors attitude and not willing to help I think they should also pay for the contractor to come back to complete the job.

Business

Response:

Customer somehow acquired and called MSI's local sales office instead of using our National Home Depot Customer Complaint Line (which is based out of the corporate office specifically to handle and resolve complaints from Home Depot Customers), and there appears to have been some sort of misunderstanding between the customer and the local sales office since they do not handle Home Depot Complaints. In any event, this matter was forwarded to the correct department, and they quickly ascertained that a replacement box has now been ordered. As such, this matter is now resolved, and MSI is closing it's file on the matter.

Thank you.