My father went to the store on my behalf today (April 25) to discuss the situation and see if it can be resolved- as he is the one doing the bathroom renovations for meOwner was there and refused to talk, *** *** *** ** *** ***
To Whom It May Concern:
*** *** and her father came into
North American Tile on May 21, and purchased a total of boxes of tile to renovate her bathroomJust under a month later Ms*** placed a phone call to us to let us know that some of her tiles were cracked in halfAs a flooring business we do understand that sometimes there is a broken tile in a box but when there is broken tiles (half of a box) that would suggest the entire box was droppedAs I am the one who took the tiles from the *** warehouse to ours I can attest that I certainly did not drop them during transport and had them strapped down with a foam underlay in the back of my vehicleI explained the situation to Ms*** and said that I would get back to Ms*** after I was able to look into the situation for possible solutionsLater that day I spoke to Ms*** again and told her that there was too much time between the purchase and the complaint for me to be able to replace the box for free, but I told her that I would sell her another box at cost (because ***, the distributor, only sells full boxes)On April 15th Mr*** (Ms***s father) came into the store with the broken tiles and started to act quite uncouth and disruptiveWhile there were other customers in the store he continually raised his voice demanding a refund and threatening to call the "Trouble Shooter"I explained to Mr*** that we had customers in the store and I would like him to lower his voiceI also tried to explain that I was dealing with his daughter previously to come to an amicable solution, which she never responded back to me onHowever, Mr*** would only accept that we should take the full responsibility for his broken tilesMr*** left his tiles on the office desk and walked out
Now I would like to address specific sections in Ms***s Case descriptionFirst off we do have a sign in the store, specifically in the office, in plain view that has been up for years stating we do not accept returns on special order items (which Ms***s tile is)This sign was put in place by the previous owner and has not been removedWhen Mr*** came back into the store he spoke with myself and the ownerThere was absolutely no discussion about a sign up to check tileWe do not have such a sign nor have I personally seen such a sign in any other flooring establishment
In the complaint it should be noted that the phrase "...I took very good care to transport all boxes" is ambiguous and needs to be delineated to clarify exactly what is meant by good careWere they just placed in the back of the car/ truck? Were they strapped down? To further this from the time of purchase until almost a month later when we were made aware of the situation we have no way to know where these tiles were stored or what happened to them nor is there any mention of the care they were under during that timeI am incredulous to the possibility that there may have been a dropped box during the week period from purchase to complaint
I would also like to point out that Mrs*** has provided a defamatory and untrue statements on *** regarding this incident, some of which contradict a few points she has made to Revdex.comHere is her review:
"Terrible customer service once you have an issue that needs to be resolvedThey refused to replace a couple broken tiles they sold me in a boxEvery other tile store has a replacement policy for broken tileThey refused to do anything about this*** *** *** *** *** ***"
In response to the "terrible customer service":
I was in constant contact with Ms*** upon hearing of the complaint and found what I thought was a solution in selling her a box of tile at cost to resolve thisMs*** did not give me an answer but decided to send her dad to the store to threaten us with getting the "Trouble Shooter" involvedIf this issue needed to be resolved so bad why was no answer provided to me in regards to my solution?
In response to the "They refused to replace a couple broken tiles they sold":
four tiles are not a coupleThis is half a box of tile and as I previously stated in this response we do understand that one might be broken from time to time but half a box is consistent damage with a fair sized drop
In response to the "Every other tile store has a replacement policy for broken tile":
I vehemently urge you to call tile distributors and explain the situation as I have written out highlighting the facts that: half a box is broken and its weeks laterStores simply wont accept that claim
In response to the "They refused to do anything about this":
well that's simply not true as you can see by their case description where they choose to put the reduced cost tile
I would implore whomever is reviewing this case to realize that they have made a public statement (on ***) that contradicts some of the information that they have given in the Revdex.com memorandumWhile their two statements have a incongruity we at North American Tile have stuck by the exact same story and principles during this entire ordealI am incredulous the situation has come as far as it has, especially since my original offer to try help the ***s out was not even responded back to, but ended with Ms*** sending her father in to threaten us with these actions
My father went to the store on my behalf today (April 25) to discuss the situation and see if it can be resolved- as he is the one doing the bathroom renovations for meOwner was there and refused to talk, *** *** *** ** *** ***
To Whom It May Concern:
*** *** and her father came into
North American Tile on May 21, and purchased a total of boxes of tile to renovate her bathroomJust under a month later Ms*** placed a phone call to us to let us know that some of her tiles were cracked in halfAs a flooring business we do understand that sometimes there is a broken tile in a box but when there is broken tiles (half of a box) that would suggest the entire box was droppedAs I am the one who took the tiles from the *** warehouse to ours I can attest that I certainly did not drop them during transport and had them strapped down with a foam underlay in the back of my vehicleI explained the situation to Ms*** and said that I would get back to Ms*** after I was able to look into the situation for possible solutionsLater that day I spoke to Ms*** again and told her that there was too much time between the purchase and the complaint for me to be able to replace the box for free, but I told her that I would sell her another box at cost (because ***, the distributor, only sells full boxes)On April 15th Mr*** (Ms***s father) came into the store with the broken tiles and started to act quite uncouth and disruptiveWhile there were other customers in the store he continually raised his voice demanding a refund and threatening to call the "Trouble Shooter"I explained to Mr*** that we had customers in the store and I would like him to lower his voiceI also tried to explain that I was dealing with his daughter previously to come to an amicable solution, which she never responded back to me onHowever, Mr*** would only accept that we should take the full responsibility for his broken tilesMr*** left his tiles on the office desk and walked out
Now I would like to address specific sections in Ms***s Case descriptionFirst off we do have a sign in the store, specifically in the office, in plain view that has been up for years stating we do not accept returns on special order items (which Ms***s tile is)This sign was put in place by the previous owner and has not been removedWhen Mr*** came back into the store he spoke with myself and the ownerThere was absolutely no discussion about a sign up to check tileWe do not have such a sign nor have I personally seen such a sign in any other flooring establishment
In the complaint it should be noted that the phrase "...I took very good care to transport all boxes" is ambiguous and needs to be delineated to clarify exactly what is meant by good careWere they just placed in the back of the car/ truck? Were they strapped down? To further this from the time of purchase until almost a month later when we were made aware of the situation we have no way to know where these tiles were stored or what happened to them nor is there any mention of the care they were under during that timeI am incredulous to the possibility that there may have been a dropped box during the week period from purchase to complaint
I would also like to point out that Mrs*** has provided a defamatory and untrue statements on *** regarding this incident, some of which contradict a few points she has made to Revdex.comHere is her review:
"Terrible customer service once you have an issue that needs to be resolvedThey refused to replace a couple broken tiles they sold me in a boxEvery other tile store has a replacement policy for broken tileThey refused to do anything about this*** *** *** *** *** ***"
In response to the "terrible customer service":
I was in constant contact with Ms*** upon hearing of the complaint and found what I thought was a solution in selling her a box of tile at cost to resolve thisMs*** did not give me an answer but decided to send her dad to the store to threaten us with getting the "Trouble Shooter" involvedIf this issue needed to be resolved so bad why was no answer provided to me in regards to my solution?
In response to the "They refused to replace a couple broken tiles they sold":
four tiles are not a coupleThis is half a box of tile and as I previously stated in this response we do understand that one might be broken from time to time but half a box is consistent damage with a fair sized drop
In response to the "Every other tile store has a replacement policy for broken tile":
I vehemently urge you to call tile distributors and explain the situation as I have written out highlighting the facts that: half a box is broken and its weeks laterStores simply wont accept that claim
In response to the "They refused to do anything about this":
well that's simply not true as you can see by their case description where they choose to put the reduced cost tile
I would implore whomever is reviewing this case to realize that they have made a public statement (on ***) that contradicts some of the information that they have given in the Revdex.com memorandumWhile their two statements have a incongruity we at North American Tile have stuck by the exact same story and principles during this entire ordealI am incredulous the situation has come as far as it has, especially since my original offer to try help the ***s out was not even responded back to, but ended with Ms*** sending her father in to threaten us with these actions