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Sam's Ceramic & Stone

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Sam's Ceramic & Stone Reviews (1)

Review: We ordered tile for a kitchen remodel on 2/*/15, two styles of tile and two styles of border. When we got our order home and laid out the tiles for the project, we were unhappy with one of the borders, called a pencil trim. It did not look right with the other tiles and was not a good match. We called the store and said we would like to return the 20 pieces of pencil trim. The manager [redacted] said he would speak with someone and call us back the following Monday. He did call back and told us he could not take the tile back or give us a refund because it was a "special order". There was no mention of our order being a special order up until then. In fact, we got a call that the tile was delivered to the store a few days after we ordered it. We picked it up on 2/**/15. I am not sure how this qualifies as a special order.We are extremely unhappy with the way Sam's handled this problem. We went out of our way to shop at Sam's because we like to support local businesses. We could have gone to [redacted], but chose not to. However, after this experience, we may shop at [redacted] next time. I know they would have gladly given us a refund if we were unhappy with a product.It is not possible to assemble the tiles in the store before ordering. Sam's does not carry individual tile samples, I asked. Therefore we could not tell how all the tile (4 styles) would look together until we got our order. The samples in the store are mounted on boards with other tiles, so it is difficult to imagine how the tiles one likes will look together.We stood at the counter for at least 30-40 minutes trying to decide which tiles went together best. At no time was it suggested as we were trying to decide that this would be a special order and that no refunds were allowed. Nor was it mentioned when we gave our credit card to pay for the order.I have seen the tiles on [redacted]'s website, so again I do not know how they qualify as "special order".Desired Settlement: Cost of the trim, totaling $199.40(B26-Pencil Lot B/O, 5/8x12 mini pencil, brown travertine 20 pieces @$9.97)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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Description: FLOOR COVERINGS & INSTALLATION, TILE-CERAMIC-CONTRACTORS & DEALERS, HARDWOOD FLOOR CONTRACTORS, LINOLEUM DEALERS, CARPET & RUG DISTRIBUTORS & MANUFACTURERS, FLOORS - LAMINATE

Address: 14 Shaw Avenue, Rockland, Maine, United States, 04841-2229

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