Regal Plumbing & Heating

On Sun, Sep 10, at 6:AM, Diane [redacted] [redacted] wrote:The flooring was completed on September Thank you for your assistance

Complaint Information: We are in receipt of a letter from the Revdex.com regarding a complaint with ID *** *** ordered the product she describes on August 4th and requested that it be shipped overnight delivery to herWe processed the order within hours and arranged for
overnight freight to ***, **At the time she placed the order, the client signed our sales order which clearly states that "special orders and custom fabrication contracts are non-cancelled and non-refundable." We have a signed copy of the sales order with her signatureA special order for CT Stone is a non stock orderThis product was something that we ordered from our vendor, ***, in *** *** from *** *** contacted our sales representative on August 24, (days later) to initiate a returnAt that time, our sales representative told her that the product was not returnable per the terms and conditions that the client signed at the time of orderTo communicate her dissatisfaction with our policy, the client took to social media and now the Revdex.com expressing her frustrationWe have agreed to make an exception on our company policy and accept the return if the material is provided to us promptly and in the original packagingThe client contacted us on Monday, November 2nd to clarify that the product should be sent to CT StoneUpon receipt, if in acceptable condition, we will issue a credit less a restock feeThank you, Tyra D***

Complaint: ***
I am rejecting this response because: CT Stone is not being honestUpon my original visit to their showroom, I came in asking for advice on shower tiles as well as bathroom floor tiles, as this is my first time renovatingI had asked if the tiles for the shower were suitable for shower walls and shower floors, and yes the sales associate did tell me the tile could be slippery, but at no time did she tell me this tile was specifically a wall tile, as stated in their response to my complaintAdditionally, when my boyfriend Nathan came in to see my tile choice before we made the purchase, he also asked if the tiles were suitable for both the floor and wallsHe AGAIN was told the only issue we may encounter was the tile could be slipperyIf I had been told it was specifically a wall tile, I would have purchased a different tile which was suitable for the walls and floor of my showerNo, I was not concerned with slipping on the tile, because yes I could have used a mat to combat any slipWhat I was concerned with, is that if the tile was suitable for use on a shower floor, if we could possibly encounter any issues if we used it on the floor, etcAt no time did anyone in the store tell me, this tile was specifically a wall tile or that it has a high absorption rateTherefore, not only will the tile become discolored if water pools on this tile for any given time, BUT OVER TIME CONTINUOUS ABSORPTION/WATER POOLING WILL CAUSE DETERIORATION OF THE TILEIt is the responsibility of the sales associate to have full knowledge of their products prior to selling them for a specific use, and when I brought this issue to the associates attention, the first thing she said was "I am sorry, if I had known it was not suitable, I would never have sold it to you." Then she attempted to pass the issue on to the distributor for CT Stone.Additionally, I did not communicate with CT Stone post installation until I realized the issue with the tile (high absorption, discoloration, and realization the tiles will not last due to deterioration when repeatedly acting as sponges)I did however, in an attempt to explain the numerous issues with the shower floor, explain that it being slippery was a non-issueThe tiles are not slippery when they are wet, in testing the drains and showerheads I stood inside the shower and it was very clear that there was no slip.CT Stone recommends products to consumers based on their use intent, it sells products to these consumers, and these consumers put their trust in this company's recommendationsIf you do not clearly convey what your products intended use is, then it is at your fault when a consumer has a problem with that productIf I had been made aware of the issues I may encounter with this tile, I would have taken their advice and chosen a suitable floor tile, but this advice was not givenWhile I understand that CT Stone does not install their product, they have offered me new tile for my shower floor in admitted guilt of recommending and selling an unsuitable productI find them guilty of selling the unsuitable tiles without informing me of the potential issues that could ariseDue to the fact that the products intended use was not communicated to me, I was under the impression that this tile is suitable for installation in my entire shower, including the walls and floorTherefore, after all costs associated with this project, including the unsuitable product and the installation costs of the unsuitable product on the floor only, I am in debt $3,I again ask that CT Stone take full responsibility for their error and return the money I have spent, due to their error, so that I may correct the error and have full use of my master bath (after a total of months without use)
Sincerely,
*** ***

August 2, 2016 To Whom It May Concern: We at Connecticut Stone are deeply concerned that [redacted]t is unsatisfied with her experience with us. We are a company that takes great pride in the complete satisfaction of our many customers. We 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 application. That 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 members. During that visit, she came in seeking tile for her shower. Not 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 floor. Our sales team member suggested to her that the tile had a high gloss and would be slippery as a shower floor. The 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 floor. She 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 water. She 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 her. We also communicated to [redacted] that we sell tile products, not tile installation. We 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 tile. We 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 application. The 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.

To Whom It May Concern:The sales associate who worked with [redacted] confirms that she neither recommended nor authorized use of this product for a shower floor application.  On her first visit to CT Stone, [redacted] shopped for and inquired about the product she ultimately purchased.  When she asked the sales associate about using the product on the shower floor, she was told that it was not a good tile for that application.  The sales associate was mostly concerned about slip resistance but states that she advised the client against using it on a shower floor.  [redacted] confirms that she received this information.  [redacted] shopped at multiple tile stores for the materials she selected for this renovation and ultimately purchased her bathroom floor tile from another vendor/ tile store.  When she came back to CT Stone to purchase the shower wall tile, she brought with her a piece of the floor tile from another tile store.  She wanted to match up the materials prior to making her purchase with us.  Upon verifying that she liked the materials together, she provided a quantity to the sales associate and placed an order.  We were not aware that the client was purchasing wall tile for both the shower wall AND shower floor because she possessed floor tile from another vendor.We are sympathetic that [redacted] is unhappy with her purchase although she is happy with the tile, just not with her decision to install wall tile in a shower floor application.  Again, she did this against our advice yet we are offering her replacement shower floor tile at no material cost.  We are doing this not to correct our mistake (as she indicates in her email) but because we strive to provide excellent customer service to our clientele.  That said, we are not responsible for her decision to use this product on a floor application.  We believe our offer is fair and demonstrates our commitment to customer service.

Complaint[redacted]
I am rejecting this response because: This is yet another dishonest response. I chose all of the tile for my renovation in the showroom at CT Stone in [redacted] All of the tiles chosen were based on recommendations made  to me by the sales associate. I ultimately purchased the bathroom floor tile from another vendor, as it was exactly the same as what CT Stone had recommended but less expensive. In fact, I have the documentation needed in order to borrow and return the samples of each tile that was recommended, including the [redacted] in Streaming Black used on my bathroom floor, as well as the unsuitable shower tile used on my shower floor.This will conclude my responses to CT Stone, as I feel this will not be resolved via the Revdex.com complaint method.
Sincerely,
[redacted]

On Sun, Sep 10, 2017 at 6:26 AM, Diane [redacted] wrote:The flooring was completed on September 8. Thank you for your assistance.