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The Tile Superstore & More

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The Tile Superstore & More Reviews (1)

Initial Business Response /* (1000, 6, 2014/11/17) */
Tile Superstore & more response to complaint
Customer purchased quartz countertops and we installed them the end of January On March 29, customer emailed our sales person saying they have a pretty deep scratch in their Island
and asked if there was any way to fix itOn April " we responded that we could touch up a scratch but cannot top polish
Through phone calls we also explained that since this is a quartz product that we would need to test on a scrap piece to make sure we could fix it and didn't do any additional damageThis did take some time to get a piece of the exact quartz as we didn't have any more of the material until another customer made a purchaseOnce we had a piece of the exact quartz we went to the customers home to look at the scratch, came back to our shop and replicated the scratch and then tried to fix itThe test failedOnce we realized we couldn't fix the scratch we quoted the customer a replacement piece and even though this was not caused by the Tile Superstore we offered the replacement at a discounted priced,
Once a countertop is installed it is thoroughly inspected and never would a piece have been left with a deep scratch in itWe have no control over what happens in a persons
home after installation
I have also included emails
________________
________________
Sent: Sat 29/pTo*** Subject: Re:
Hey ***,
We noticed a pretty deep scratch in the
g quartz on the islandIs the want to try anything myself and make it worse! re any way to fix that? I don't
Thanks, *** ***
Sent from my iPhone
*** ***
From; *** *** ***.comSent: Saturday, April 05, AM
To; *** ***
Subject: Re: RE: RE:
Ok thanks ***- anything you can do would appreciated
***
Sent from my iPhone
On Apr 5, 2014, at :AM, *** ***" ***)tilesuperstore.org- wrote:
We can touch up a scratch a bit, cannot polish it thoughWe will do an experiment here on a like piece first, which would be putting a bit of clear super glue like product on it then blading it off
Thanks ***
Initial Consumer Rebuttal /* (3000, 8, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am a new home owner with a defective product that we spent over $5,on and no one is taking ownership of thisWe want a plan on when and how a new countertop will be installed to replace this defective productThis can be settled between the Tile Superstore and our Builders Maplewood homesWe did not cause this scratch and we paid a significant amount of money for this product
Final Business Response /* (4000, 12, 2014/12/02) */
The customer states in their response that they have defective productThis is not the case as there is nothing wrong with the product or the fabrication of the productThe product was apparently damaged after it was installedThe Tile Superstore & more's process is to inspect all countertop products before and after installationWe also purposely do not cover the countertops, we tape a "warning" notice on installed tops stating they have just been installed and to never stand on or use the tops as a work bench, etcIf the damage occurred prior to closing on the home it is an issue between the Customer and their builder as they are the ones who have been in the home since the product was installedWe are more than willing to replace the piece but not for freeAs we stated earlier even though Tile Superstore did not damage the product we are willing to help by replacing the piece at a reduced price

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