Portland Direct Tile & Marble Inc.

Complaint: *** I am rejecting this response because: We didn't just place an order from looking at tile on the website We placed the order based on a picture of tile that was texted to us from a sales representative (pictures are attached).You can see in the picture that was sent to us the name of the tile is Florence Noce which is the same name as our existing tile. However, what was delivered was not the tile that was sent to us via text message.We were sent Roma Noce instead of Florence Noce. The tile we were sent is also obviously different from the picture we were sent prior to the orderAfter pointing out that the delivered tile is not the same as the tile that the sales representative took a picture of and sent us, they refused to help us and said all sales are final.Also, the company should probably be a little more honest about the phone callAfter getting the run-around for a bit, I told that manager that I would attempt to dispute the charge with my credit card if they couldn’t help me. The manager became very rude at that point and the call quickly went downhill. It was the worst customer service I have ever experienced. I can’t claim that I was respectful on the call, but it’s misleading for the company to act like their manager was anything other than belligerent, rude, angry, and generally unhelpful. Also worth noting that the company’s employees place fake reviews across the web. This was misleading since we relied on the high ratings when deciding to use this company. After looking closer, there were multiple reviews from the manager and sales representative pretending to be customers and then even thanking themselves in a response from the company. Very misleading.-*** ***

This customer placed an order for tile off of our website. The customer was actually trying to match an existing tile they already had. We were never made aware they were attempting to make this match until after the order was received. When they received the tile ordered they claimed we sent the...

wrong product because it didn't match their existing tile.  The husband of the customer called our store and unleashed all sorts of abusive profanities and threats to the young lady that works as a sales person in our company. If the customer had made us aware that they were attempting to match an existing tile, we would have suggested that they order a sample in advance for color matching. No refund will be issued as these were special ordered materials with significant shipping costs as the customer was located out of state.