Hi Ms [redacted] ,I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured In order for Plumbtile to maintain its lowest pricing guarantee we are forced to pass on all vendor charges to our customers Unfortunately due to the late notification and return of the product (over days) we were charged a significant restocking fee by our vendor This policy is clearly stated on our web siteThis was not a fee charged for a special order but due to the late return We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcome.Sincerely, [redacted] ***www.Plumbtile.com
Mr [redacted] and I have been in e-mail contact, and I appreciate the opportunity of explaining our case: In order for Plumbtile.com to maintain its lowest price guarantee we are required to offset the cost of oversized/overweight items This is clearly stipulated on or web site under our shipping policies - please note below: Shipping Plumbtile provides FREE shipping by UPS Ground serving the Contiguous States in the U.Swith some exclusionsFor items that are oversized or overweight or orders outside the Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foamingDue to certain system limitations shipping charges do not show up at the time of checkoutInstead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original orderFor items that are shipped by common carrier, we can provide curbside delivery only Whilst Mr [redacted] was under the assumption that his order had been accepted by us, it was explained to him that no funds were ever taken from his credit card as we were awaiting his acceptance of the freight fee The order confirmation stated in the top right hand side that it was still pending since Mr [redacted] did not accept the additional freight fee (which [redacted] offered to share with him), we cancelled his order since we could not honor his demand of free freightIn light of the above matter we will be placing an asterisk on our homepage where we list Free shipping with an abbreviated note of our free shipping limitationsThank you Plumbtile.com
HI [redacted] Unfortunately any time you run water through a plumbing piece it is considered used/installed Our sales person attempting to offer you the very best service said they would double check with the vendor if they would possibly consider taking it back since it physically had not been "installed", it took weeks for them to respond with the definitive that water has passed through the shower head and therefore can not be returned I wish I had better news for you, one thing you may want to consider doing to improve the flow is seeing if there is a way to remove the flow restrictor This particular model that you purchased is a water sense model which permits less gallons per minute (gallons/min), to conserve water If you have any further questions please feel free to contact us directly
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] [redacted]
Hi [redacted] , From the outset Id like to express my regret at you feeling like you were being ignored when you questioned why you couldn't get the valve advertised on our clearance page for 99cwhen it was no longer available There is no excuse for someone not responding immediately to you other than the salesperson that was handling this situation was new and felt intimidated by your demands, I apologize for her slow response to you As I personally explained to you unfortunately it is very difficult to update our clearance page in real time, the valves, (without cartridges) that we had on our shelves in clearance were no longer available Plumbtile.com represents over brands and has over million items on our site We do not carry stock of everything in our warehouse and since this item had already been cleared we would have to reorder the item from our vendor I thought our offer of ordering the item and supplying it to you at our cost was a fair one that you happily accepted I also made a commitment to you that we would do our very best to try and meet or beat the spreadsheet of products you had researched so that we could secure your business, to which you seemed pleased We have submitted everything you requested and are awaiting your builders response If there is anything further I can do for you don't hesitate to get in contact with me, you have my e-mail and cell phone number - It is always our mission to offer our customers the very best service, at the most competitive pricing Thank you for giving us the opportunity
Hi Ms ***,I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured In order for Plumbtile to maintain its lowest
pricing guarantee we are forced to pass on all vendor charges to our customers Unfortunately due to the late notification and return of the product (over days) we were charged a significant restocking fee by our vendor This policy is clearly stated on our web siteThis was not a fee charged for a special order but due to the late return
We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcomeSincerely,
*** ***
www.Plumbtile.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I consider this complaint resolved and ask for it to be withdrawn
Regards,
*** ***
Hello-
rgb(34, 34, 34)">I have finally received a refund check from Plumbtile.com.Thank you for your assistance in this matterIf you would like me to provide any additional details regarding this complaint, please let me know.Thanks!***
This company has several complaints lodged against them and other bad reviews on websites such as Yelp They do not believe in communicating with the customer but worst of all, they lie and then do not take responsibility for their actions If they have something on back order, they won't tell youThey sure will charge your credit card quickly but weeks later you will have heard nothingThen when you call to find out what's going on they will give you the run around, tell you they will call back, but never do They will give you misinformation and then act like they don't know what you're talking about when you call them on it After waiting for weeks for an order, I called and was told it was being shipped on a specific dayWhen I didn't receive a tracking number by the day it was to have arrived, I knew something wasn't right so I called and was told 'oh, it's being sent today' I could go on and on about the run around I got but I refuse to give business to a company that has a history of providing terrible service to its customersAvoid them at all cost
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]
Hi Ms [redacted],I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured. In order for Plumbtile to maintain its lowest pricing guarantee we are forced to pass on all vendor charges to our customers. Unfortunately due to the late...
notification and return of the product (over 30 days) we were charged a significant restocking fee by our vendor. This policy is clearly stated on our web site. This was not a fee charged for a special order but due to the late return. We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies. As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance. I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcome.Sincerely,[redacted]www.Plumbtile.com
Hi [redacted],
From the outset Id like to express my regret at you feeling like you were being ignored when you questioned why you couldn't get the valve advertised on our clearance page for 99c. when it was no longer available. There is no excuse for someone not responding immediately to...
you other than the salesperson that was handling this situation was new and felt intimidated by your demands, I apologize for her slow response to you.
As I personally explained to you unfortunately it is very difficult to update our clearance page in real time, the valves, (without cartridges) that we had on our shelves in clearance were no longer available. Plumbtile.com represents over 250 brands and has over 1 million items on our site. We do not carry stock of everything in our warehouse and since this item had already been cleared we would have to reorder the item from our vendor. I thought our offer of ordering the item and supplying it to you at our cost was a fair one that you happily accepted. I also made a commitment to you that we would do our very best to try and meet or beat the spreadsheet of products you had researched so that we could secure your business, to which you seemed pleased. We have submitted everything you requested and are awaiting your builders response
If there is anything further I can do for you don't hesitate to get in contact with me, you have my e-mail and cell phone number - It is always our mission to offer our customers the very best service, at the most competitive pricing. Thank you for giving us the opportunity
9/28/16 RE: ID [redacted] The item ordered was a special order. We have policies on our site that are very clear. [redacted]. The request to return was passed the 30 day and the item is a special order. With this in mind, we are willing to make an exception...
as our ultimate goal is to maintain excellent customer service. We have approved return of the item. We have agreed to a 15% restock. In addition, we informed Mrs. [redacted] that we will process the credit as soon as the item is checked in and inspected. Sincerely, [redacted] Plumbtile.com [redacted]
HI [redacted]
Unfortunately any time you run water through a plumbing piece it is considered used/installed. Our sales person attempting to offer you the very best service said they would double check with the vendor if they would possibly consider taking it back since it physically had...
not been "installed", it took 3 weeks for them to respond with the definitive that water has passed through the shower head and therefore can not be returned.
I wish I had better news for you, one thing you may want to consider doing to improve the flow is seeing if there is a way to remove the flow restrictor. This particular model that you purchased is a water sense model which permits less gallons per minute (1.6 gallons/min), to conserve water.
If you have any further questions please feel free to contact us directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead. Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big). They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation". They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours.
Regards,
[redacted]
Mr [redacted] and I have been in e-mail contact, and I appreciate the opportunity of explaining our case:
In order for Plumbtile.com to maintain its lowest price guarantee we are required to offset the cost of...
oversized/overweight items. This is clearly stipulated on or web site under our shipping policies - please note below:
Shipping
Plumbtile provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. with some exclusions. For items that are oversized or overweight or orders outside the 48 Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foaming. Due to certain system limitations shipping charges do not show up at the time of checkout. Instead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original order. For items that are shipped by common carrier, we can provide curbside delivery only.
Whilst Mr [redacted] was under the assumption that his order had been accepted by us, it was explained to him that no funds were ever taken from his credit card as we were awaiting his acceptance of the freight fee. The order confirmation stated in the top right hand side that it was still pending. since Mr [redacted] did not accept the additional freight fee (which [redacted] offered to share with him), we cancelled his order since we could not honor his demand of free freight.
In light of the above matter we will be placing an asterisk on our homepage where we list Free shipping with an abbreviated note of our free shipping limitations.
Thank you
Plumbtile.com
Response by [redacted], owner, reads as a polite and customer-service oriented message. Not the case. Two telephone calls in rapid succession were strictly about recovering the broken merchandise. [redacted] was not the least apologetic about the 4-week lead time nor staff sending hostile emails and not alerting me about delivery date. We did talk about whether to collect a signature for Tuesday delivery. I was anticipating a telephone call in advance of delivery to discuss signature requirement. That never occurred. Instead delivery was on Saturday with no forewarning.What did happen: I informed [redacted] I had ordered the mirror from a different vendor who has a two-week lead time; to which [redacted] replied that I should be careful with other vendors promising 2-week lead time. This was oddly funny, coming from someone who had a 4-week lead time for broken merchandise, wanted to do the 4-week lead time for replacement merchandise OR order a replacement glass for the broken $700 mirror. Staff Tina Acosta stated:"We never said we wouldn't send a new mirror. You stated that you did not want to wait the lead time, therefore the quickest solution was to send the replacement mirror per Mirior Brot. In addition, this is not an abnormal solution, we have customer whom install these on a regular basis and sometimes have to switch out the mirror. At this time we are requesting return of the product. If we do not have the product we will have to dispute the charge back.""If we don't have the product in hand then we will be forced to dispute the charge back. We will need the product back. But I will hold on to your email that states you will take 4 weeks to send it back to us. Not a problem. I will also relay message to the Revdex.com as to your tactics and intentions of holding products."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead. Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big). They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation". They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours.
Regards,
[redacted]
Hi [redacted],
I do apologize for your frustration and will look into a way of indicating...
on the web site that we do charge a $19.99 handling fee earlier in the sales process so that it does not feel deceptive to our customer.
In order to ensure our lowest price guarantee we are forced to pass on to our customer all vendor charges that we incur, we do however pick up shipping charges, which are at our expense. In the event that an order is significant in size we do have some flexibility with the handling fee as we can work with our vendors on this, and often eat the fees.
I’m sorry for your disappointment and assure you that 9/10 times even with the handling fee our prices are extremely competitive and we do offer incomparable customer service. Should you wish to discuss this further please feel free to contact me directly ###-###-#### and I’m sure we can satisfy you needs by adjusting the fee to make it more palatable for you
Thank you
[redacted]
Plumbtile.com
###-###-####
Hi Ms [redacted] ,I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured In order for Plumbtile to maintain its lowest pricing guarantee we are forced to pass on all vendor charges to our customers Unfortunately due to the late notification and return of the product (over days) we were charged a significant restocking fee by our vendor This policy is clearly stated on our web siteThis was not a fee charged for a special order but due to the late return We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcome.Sincerely, [redacted] ***www.Plumbtile.com
Mr [redacted] and I have been in e-mail contact, and I appreciate the opportunity of explaining our case: In order for Plumbtile.com to maintain its lowest price guarantee we are required to offset the cost of oversized/overweight items This is clearly stipulated on or web site under our shipping policies - please note below: Shipping Plumbtile provides FREE shipping by UPS Ground serving the Contiguous States in the U.Swith some exclusionsFor items that are oversized or overweight or orders outside the Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foamingDue to certain system limitations shipping charges do not show up at the time of checkoutInstead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original orderFor items that are shipped by common carrier, we can provide curbside delivery only Whilst Mr [redacted] was under the assumption that his order had been accepted by us, it was explained to him that no funds were ever taken from his credit card as we were awaiting his acceptance of the freight fee The order confirmation stated in the top right hand side that it was still pending since Mr [redacted] did not accept the additional freight fee (which [redacted] offered to share with him), we cancelled his order since we could not honor his demand of free freightIn light of the above matter we will be placing an asterisk on our homepage where we list Free shipping with an abbreviated note of our free shipping limitationsThank you Plumbtile.com
HI [redacted] Unfortunately any time you run water through a plumbing piece it is considered used/installed Our sales person attempting to offer you the very best service said they would double check with the vendor if they would possibly consider taking it back since it physically had not been "installed", it took weeks for them to respond with the definitive that water has passed through the shower head and therefore can not be returned I wish I had better news for you, one thing you may want to consider doing to improve the flow is seeing if there is a way to remove the flow restrictor This particular model that you purchased is a water sense model which permits less gallons per minute (gallons/min), to conserve water If you have any further questions please feel free to contact us directly
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] [redacted]
Hi [redacted] , From the outset Id like to express my regret at you feeling like you were being ignored when you questioned why you couldn't get the valve advertised on our clearance page for 99cwhen it was no longer available There is no excuse for someone not responding immediately to you other than the salesperson that was handling this situation was new and felt intimidated by your demands, I apologize for her slow response to you As I personally explained to you unfortunately it is very difficult to update our clearance page in real time, the valves, (without cartridges) that we had on our shelves in clearance were no longer available Plumbtile.com represents over brands and has over million items on our site We do not carry stock of everything in our warehouse and since this item had already been cleared we would have to reorder the item from our vendor I thought our offer of ordering the item and supplying it to you at our cost was a fair one that you happily accepted I also made a commitment to you that we would do our very best to try and meet or beat the spreadsheet of products you had researched so that we could secure your business, to which you seemed pleased We have submitted everything you requested and are awaiting your builders response If there is anything further I can do for you don't hesitate to get in contact with me, you have my e-mail and cell phone number - It is always our mission to offer our customers the very best service, at the most competitive pricing Thank you for giving us the opportunity
Thank you Mr [redacted] , Your points are well taken Plumbtile.com
Hi Ms ***,I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured In order for Plumbtile to maintain its lowest
pricing guarantee we are forced to pass on all vendor charges to our customers Unfortunately due to the late notification and return of the product (over days) we were charged a significant restocking fee by our vendor This policy is clearly stated on our web siteThis was not a fee charged for a special order but due to the late return
We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcomeSincerely,
*** ***
www.Plumbtile.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I consider this complaint resolved and ask for it to be withdrawn
Regards,
*** ***
Hello-
rgb(34, 34, 34)">I have finally received a refund check from Plumbtile.com.Thank you for your assistance in this matterIf you would like me to provide any additional details regarding this complaint, please let me know.Thanks!***
This company has several complaints lodged against them and other bad reviews on websites such as Yelp They do not believe in communicating with the customer but worst of all, they lie and then do not take responsibility for their actions If they have something on back order, they won't tell youThey sure will charge your credit card quickly but weeks later you will have heard nothingThen when you call to find out what's going on they will give you the run around, tell you they will call back, but never do They will give you misinformation and then act like they don't know what you're talking about when you call them on it After waiting for weeks for an order, I called and was told it was being shipped on a specific dayWhen I didn't receive a tracking number by the day it was to have arrived, I knew something wasn't right so I called and was told 'oh, it's being sent today' I could go on and on about the run around I got but I refuse to give business to a company that has a history of providing terrible service to its customersAvoid them at all cost
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]
Hi Ms [redacted],I am in receipt of your Your Revdex.com complaint and apologize for the frustration you have endured. In order for Plumbtile to maintain its lowest pricing guarantee we are forced to pass on all vendor charges to our customers. Unfortunately due to the late...
notification and return of the product (over 30 days) we were charged a significant restocking fee by our vendor. This policy is clearly stated on our web site. This was not a fee charged for a special order but due to the late return. We want to maintain our excellent reputation as being fair handed, and realize that you may have not been as thorough in reading through all the policies. As a courtesy we will take care of the additional credit and I will have a check mailed to you today for the balance. I would like to let you know how much we would appreciate you either removing or responding to the complaint you have lodged indicating your satisfaction with this outcome.Sincerely,[redacted]www.Plumbtile.com
Hi [redacted],
From the outset Id like to express my regret at you feeling like you were being ignored when you questioned why you couldn't get the valve advertised on our clearance page for 99c. when it was no longer available. There is no excuse for someone not responding immediately to...
you other than the salesperson that was handling this situation was new and felt intimidated by your demands, I apologize for her slow response to you.
As I personally explained to you unfortunately it is very difficult to update our clearance page in real time, the valves, (without cartridges) that we had on our shelves in clearance were no longer available. Plumbtile.com represents over 250 brands and has over 1 million items on our site. We do not carry stock of everything in our warehouse and since this item had already been cleared we would have to reorder the item from our vendor. I thought our offer of ordering the item and supplying it to you at our cost was a fair one that you happily accepted. I also made a commitment to you that we would do our very best to try and meet or beat the spreadsheet of products you had researched so that we could secure your business, to which you seemed pleased. We have submitted everything you requested and are awaiting your builders response
If there is anything further I can do for you don't hesitate to get in contact with me, you have my e-mail and cell phone number - It is always our mission to offer our customers the very best service, at the most competitive pricing. Thank you for giving us the opportunity
9/28/16 RE: ID [redacted] The item ordered was a special order. We have policies on our site that are very clear. [redacted]. The request to return was passed the 30 day and the item is a special order. With this in mind, we are willing to make an exception...
as our ultimate goal is to maintain excellent customer service. We have approved return of the item. We have agreed to a 15% restock. In addition, we informed Mrs. [redacted] that we will process the credit as soon as the item is checked in and inspected. Sincerely, [redacted] Plumbtile.com [redacted]
HI [redacted]
Unfortunately any time you run water through a plumbing piece it is considered used/installed. Our sales person attempting to offer you the very best service said they would double check with the vendor if they would possibly consider taking it back since it physically had...
not been "installed", it took 3 weeks for them to respond with the definitive that water has passed through the shower head and therefore can not be returned.
I wish I had better news for you, one thing you may want to consider doing to improve the flow is seeing if there is a way to remove the flow restrictor. This particular model that you purchased is a water sense model which permits less gallons per minute (1.6 gallons/min), to conserve water.
If you have any further questions please feel free to contact us directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead. Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big). They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation". They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours.
Regards,
[redacted]
Mr [redacted] and I have been in e-mail contact, and I appreciate the opportunity of explaining our case:
In order for Plumbtile.com to maintain its lowest price guarantee we are required to offset the cost of...
oversized/overweight items. This is clearly stipulated on or web site under our shipping policies - please note below:
Shipping
Plumbtile provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. with some exclusions. For items that are oversized or overweight or orders outside the 48 Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foaming. Due to certain system limitations shipping charges do not show up at the time of checkout. Instead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original order. For items that are shipped by common carrier, we can provide curbside delivery only.
Whilst Mr [redacted] was under the assumption that his order had been accepted by us, it was explained to him that no funds were ever taken from his credit card as we were awaiting his acceptance of the freight fee. The order confirmation stated in the top right hand side that it was still pending. since Mr [redacted] did not accept the additional freight fee (which [redacted] offered to share with him), we cancelled his order since we could not honor his demand of free freight.
In light of the above matter we will be placing an asterisk on our homepage where we list Free shipping with an abbreviated note of our free shipping limitations.
Thank you
Plumbtile.com
Response by [redacted], owner, reads as a polite and customer-service oriented message. Not the case. Two telephone calls in rapid succession were strictly about recovering the broken merchandise. [redacted] was not the least apologetic about the 4-week lead time nor staff sending hostile emails and not alerting me about delivery date. We did talk about whether to collect a signature for Tuesday delivery. I was anticipating a telephone call in advance of delivery to discuss signature requirement. That never occurred. Instead delivery was on Saturday with no forewarning.What did happen: I informed [redacted] I had ordered the mirror from a different vendor who has a two-week lead time; to which [redacted] replied that I should be careful with other vendors promising 2-week lead time. This was oddly funny, coming from someone who had a 4-week lead time for broken merchandise, wanted to do the 4-week lead time for replacement merchandise OR order a replacement glass for the broken $700 mirror. Staff Tina Acosta stated:"We never said we wouldn't send a new mirror. You stated that you did not want to wait the lead time, therefore the quickest solution was to send the replacement mirror per Mirior Brot. In addition, this is not an abnormal solution, we have customer whom install these on a regular basis and sometimes have to switch out the mirror. At this time we are requesting return of the product. If we do not have the product we will have to dispute the charge back.""If we don't have the product in hand then we will be forced to dispute the charge back. We will need the product back. But I will hold on to your email that states you will take 4 weeks to send it back to us. Not a problem. I will also relay message to the Revdex.com as to your tactics and intentions of holding products."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead. Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big). They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation". They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours.
Regards,
[redacted]
Hi [redacted],
I do apologize for your frustration and will look into a way of indicating...
on the web site that we do charge a $19.99 handling fee earlier in the sales process so that it does not feel deceptive to our customer.
In order to ensure our lowest price guarantee we are forced to pass on to our customer all vendor charges that we incur, we do however pick up shipping charges, which are at our expense. In the event that an order is significant in size we do have some flexibility with the handling fee as we can work with our vendors on this, and often eat the fees.
I’m sorry for your disappointment and assure you that 9/10 times even with the handling fee our prices are extremely competitive and we do offer incomparable customer service. Should you wish to discuss this further please feel free to contact me directly ###-###-#### and I’m sure we can satisfy you needs by adjusting the fee to make it more palatable for you
Thank you
[redacted]
Plumbtile.com
###-###-####