Tierra Y Fuego

We are really sorry for the inconvenience this has cause our customer, we do understand the frustration that comes when doing a construction The majority of the items on the order were special order in quantities and sizes, there are a lot of factors involved when making a handmade tile; unpredicted things can happen during production We have been communicating with the costumer’s wife throughout the order When the customer called I was out of town and [redacted] was in charge At the time the customer called Tierra y Fuego [redacted] could not confirm the customer’s demand He first needed to talk to the factory in regards to the lead time to give a more precise answer to the customer as well as the exact date we would deliver At the end we agreed to deliver the order as soon as we get it in our warehouse and offered a 20% discount for the delay, a total of $2, [redacted] personally delivered the order to the customer the same day we received the shipment in our warehouse The wife was very happy with the merchandise and the fact that we delivered in person the same day.Please feel free to contact me if you have any further questions.Kind Regards, [redacted] Manager 619-710-

We are really sorry for the inconvenience this has cause our customer, we do understand the frustration that comes when doing a construction.  The majority of the items on the order were special order in quantities and sizes, there are a lot of factors involved when making a handmade tile;...

unpredicted things can happen during production.  We have been communicating with the costumer’s wife throughout the order.  When the customer called I was out of town and [redacted] was in charge.  At the time the customer called Tierra y Fuego [redacted] could not confirm the customer’s demand.   He first needed to talk to the factory in regards to the lead time to give a more precise answer to the customer as well as the exact date we would deliver.  At the end we agreed to deliver the order as soon as we get it in our warehouse and offered a 20% discount for the delay, a total of $2,473.07.  [redacted] personally delivered the order to the customer the same day we received the shipment in our warehouse.  The wife was very happy with the merchandise and the fact that we delivered in person the same day.Please feel free to contact me if you have any further questions.Kind Regards,[redacted]Manager 619-710-8885

Since 2008, I have bought about $7,500 worth of tiles from their store by mail order. Overall, I’ve been very happy with their products and service. Occasionally, there have been a couple of broken tiles, but I never said anything. Most recently, however, I had a small job with a small order of $500 or roughly 120 tiles, 60 regular and 60 bullnose. 20 of the 60 bullnose tiles arrived broken. I noted this in my reply to their email request for a review but received no response. I then called their office but was told that my review could not be found. After I forwarded my review (with the pictures of the broken tiles attached), I was told that there is nothing that can be done because I did not register my complaint within 48 hours of receipt of the tiles (Apparently, customers are expected to open the boxes and get to work within 24 hours of receipt!!). As somebody who has considered himself to be a loyal customer for many years, I find this treatment very deplorable (especially over an amount of roughly $80!!!). I will purchase my Talavera tiles elsewhere in the future. From a business perspective, this strikes me as a case of ‘penny-wise, pound-foolish.’