August 2, To Whom It May Concern: We at Connecticut Stone are deeply concerned that [redacted] t is unsatisfied with her experience with usWe are a company that takes great pride in the complete satisfaction of our many customersWe have spoken with [redacted] and hear her frustration and we understand that she was not completely satisfied with how the product she purchased performed in her chosen applicationThat being said, we wish to weigh in on our role and responsibility in her issue with the discoloration of her shower tiles when all the facts have been fairly presented from both sides of the dilemma [redacted] visited our showroom back in February of this year and had the assistance of one of our knowledgeable sales team membersDuring that visit, she came in seeking tile for her showerNot only is the product she selected suitable for showers, but it is one of our most popular selling tiles for shower applications! At that time, she inquired to our sales team member if that particular tile would also be good for a shower floorOur sales team member suggested to her that the tile had a high gloss and would be slippery as a shower floorThe tile in question is specifically a “wall tile” meant for wall applications in either wet or dry areas Despite the sales associate’s advice, [redacted] decided to proceed with installing the tiles on her shower floorShe indicated to us verbally (post installation) that she felt comfortable to proceed because she could add a clear mat to the floor if it was, in fact, too dangerous/ slippery This was not information that she communicated to us at the time of purchase but explains why she chose to neglect the sales associate’s advice [redacted] ’s ultimate issue with the shower floor tile is not the slipperiness but that there is a slight color variation when the floor is submerged in/ saturated with waterShe has asked for a reimbursement of not only material but also labor Our professional opinion was not to use the tiles on the shower floor in the first place and we communicated that to herWe also communicated to [redacted] that we sell tile products, not tile installationWe offer service and advice but ultimately, how a customer chooses to use a tile, where she installs it and how it is installed is outside of our control This was a “cash and carry” product sale Once the material leaves our facility, we are unable to control how the client uses it The tile in her shower looks quite lovely and was obviously installed by a skilled professional We wonder if he mentioned or cautioned her on using a white glossy wall tile on the basin of a shower floor Despite the fact that [redacted] and CT Stone disagree, we are unhappy that [redacted] is unhappy which is why we offered that she come back to our showroom and pick out a new shower floor- even if it is more expensive- and we will not charge her for the shower floor replacement tileWe hope she understands that we can simply give our professional opinion and advice, but once our customers purchase and install our products, how they are installed and where is up to them – we have no control over the ultimate applicationThe tiles look beautiful, so one choice is to leave them as is, but if that is unacceptable to her, she has a standing offer of replacement shower floor tiles waiting for her at Connecticut Stone
August 2, To Whom It May Concern: We at Connecticut Stone are deeply concerned that [redacted] t is unsatisfied with her experience with usWe are a company that takes great pride in the complete satisfaction of our many customersWe have spoken with [redacted] and hear her frustration and we understand that she was not completely satisfied with how the product she purchased performed in her chosen applicationThat being said, we wish to weigh in on our role and responsibility in her issue with the discoloration of her shower tiles when all the facts have been fairly presented from both sides of the dilemma [redacted] visited our showroom back in February of this year and had the assistance of one of our knowledgeable sales team membersDuring that visit, she came in seeking tile for her showerNot only is the product she selected suitable for showers, but it is one of our most popular selling tiles for shower applications! At that time, she inquired to our sales team member if that particular tile would also be good for a shower floorOur sales team member suggested to her that the tile had a high gloss and would be slippery as a shower floorThe tile in question is specifically a “wall tile” meant for wall applications in either wet or dry areas Despite the sales associate’s advice, [redacted] decided to proceed with installing the tiles on her shower floorShe indicated to us verbally (post installation) that she felt comfortable to proceed because she could add a clear mat to the floor if it was, in fact, too dangerous/ slippery This was not information that she communicated to us at the time of purchase but explains why she chose to neglect the sales associate’s advice [redacted] ’s ultimate issue with the shower floor tile is not the slipperiness but that there is a slight color variation when the floor is submerged in/ saturated with waterShe has asked for a reimbursement of not only material but also labor Our professional opinion was not to use the tiles on the shower floor in the first place and we communicated that to herWe also communicated to [redacted] that we sell tile products, not tile installationWe offer service and advice but ultimately, how a customer chooses to use a tile, where she installs it and how it is installed is outside of our control This was a “cash and carry” product sale Once the material leaves our facility, we are unable to control how the client uses it The tile in her shower looks quite lovely and was obviously installed by a skilled professional We wonder if he mentioned or cautioned her on using a white glossy wall tile on the basin of a shower floor Despite the fact that [redacted] and CT Stone disagree, we are unhappy that [redacted] is unhappy which is why we offered that she come back to our showroom and pick out a new shower floor- even if it is more expensive- and we will not charge her for the shower floor replacement tileWe hope she understands that we can simply give our professional opinion and advice, but once our customers purchase and install our products, how they are installed and where is up to them – we have no control over the ultimate applicationThe tiles look beautiful, so one choice is to leave them as is, but if that is unacceptable to her, she has a standing offer of replacement shower floor tiles waiting for her at Connecticut Stone