New England Restaurant Group

Complaint: [redacted] I am rejecting this response because:the color was way off, not my fault Regards, [redacted]

The customer received the Perfection Floor Tile Petrified wood grain tile. The customer felt the color did not reflect the image displayed on our web site. We offer free samples of our flooring, and customer could have gotten a full size tile prior to ordering. Customer placed an
order for cases of tiles, and was not happy with the tile shade. We had him contact the owner of the manufacturing plant directly regarding his concerns, and the manufacturer deemed that there was no error in the manufacturing process, and that the tile has been manufactured in the same shade and manner since it began producing this style tile. As noted on our web site; pixels and images can vary from computer to computer depending on computer screens and other variables and we recommend getting free samples prior to ordering. We value Mr. ***, but the customer said that the tile was wrong, and unfortunately the samples we have stock in house, and and the manufactures tiles all are consistent with what the customer received. We did process the return of the tile under our return policyA refund check was mailed to the customer on 10/4/Ck # *** for $ 443.25. Customer originally paid $ 558.60, less our outbound UPS Shipping Cost of $ = $ Refund.Returns are accepted within days of original purchase dateIf for some reason you are not happy with your purchase or if the product does not satisfy your needs you may return your order at your own expense (some restrictions apply on custom products, or manufacturer rules - read below for exceptions)Please email *** for directions for return as some products may require to be returned to manufacturers warehouses or addressReturned product must be received in new resalable conditionRefund checks will be processed within approximately business days of return, less any original outgoing freight expenses

Customer ordered 4' of edging though our web site Most products on our web site are free shipping, we have a small note on the product that says minimum 10' for edging to receive free shipping, but the web site will allow you to place an order for less We emailed customer requesting
the shipping cost of $ in order to fill his order for 4' of edging He declined to pay the shipping cost, so we cancelled his order and gave him a full refund

Complaint: [redacted]
I am rejecting this response because:the color was way off, not my fault
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As the owner, [redacted] is well aware, they have 2 websites. The website I placed the order from does NOT have a minimum order requirement, and the newer webstie she referred to in her response apparently does.
Here is a screengrab from the website I previously referenced (in the Link in the original Complaint) that was not shown to you in the Company's reply. Note that it states "FREE DELIVERY" and no 10ft minimum requirement and no shipping surcharge noted.The company is well aware that the "older" website is misleading, but apparently refuses to do the right thing for the Customer, and chooses to obfuscate.  Please leave this Complaint as unresolved. *Image Redacted*