Tile Shop

Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ Our return policy is as follows ( I have also attached a photo of our receipts where it is plainly stated) **NO RETURNS ON DISCONTINUED OR SPECIAL ORDER ITEMS [redacted] The product that you are purchasing is either a natural stone product mined and cut from stone quarries, clay tile, or other tile product processed and manufactured to achieve certain effects of color and texture You understand and agree that stone is a natural product subject to variations in size, color, shade, veining, texture, and polishThese variations are what make natural stone uniqueAll stone samples are provided by the manufacturer and are intended to convey the characteristics of a certain type of stone, out variations will occurYou understand that the product's conformity to a sample is not assured and is not the basis of the Sales Agreement Although manufactured and processed tiles may be more uniform they also can have variations in color and textureIn addition, the color of any sample may display differently when large amounts of the tile are visible Where sales taxes are applicable, all orders are subjected to the taxes in the location where the customer picks up the orderTherefore, this purchase is subject to the following terms and conditions Inspection- You or your representative must inspect any stone or tile product upon delivery and must promptly notify the product sales representative of The Tile Shop of any problems or dissatisfaction of the product deliveredIf there is a damage claimThe Tile Shop must have sufficient time after notification by you to inspect the damageYou are to keep the product secure until inspected Return- If you are dissatisfied with the product for any reason you must promptly notify the product sales representative of The Tile Shop in order to receive a full credit of the purchase price and the return of the productOnce the product is installed it may not be returned under any circumstancesIt is important that you understand that once the product is installed you are accepting the product without recourseA refund will be issued for full boxes of current tile returned in food box condition within months of the date product was received and sealed liquid products returned within ninety (90) daysNo returns allowed on discontinued or special order items Refund a) Cash- Cash will ne given for refunds under $dollars, if originally paid with cash b) Refunds over $dollars, if originally paid by cash, or any refunds if originally paid by check: A refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-daysAll refunds will be issued in the name on the original invoice c) Credit Card Purchases- All refunds will be processed to the credit card used for the original purchaseCustomer must be present with the original credit card to receive refund, In the event the customer is not present or the original credit card to receive the refund, then a refund check, issued by The Tile Shop will be processed and sent to the customer within 10-daysAll refunds will be issued in the name on the original invoice d) AMEX\MC\VICA\ Gift Cards: The Tile Shop cannot process refunds onto gift cards of any type, including those offered by major credit card providersIn the event that a gift card was used for the original purchase, then a refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-daysAll refunds will be issued in the name on the original invoice Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/13) */ I am responding to the Tile Shop, they sent me a response that has nothing to do with what the complaint was Apparently they have a code that the customer cannot read on the sales slipSee if you can figure it outI cannot see any indication that the MtWhite tile is discontinued [redacted] (salesman) told us we could bring back what we didn't use, apparently they won't stand behind the sales people [redacted] XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/05/01) */
Our return policy is as follows ( I have also attached a photo of our receipts where it is plainly stated)
**NO RETURNS ON DISCONTINUED OR SPECIAL ORDER ITEMS**
The product that you are purchasing is either a natural stone product mined and...

cut from stone quarries, clay tile, or other tile product processed and manufactured to achieve certain effects of color and texture.
You understand and agree that stone is a natural product subject to variations in size, color, shade, veining, texture, and polish. These variations are what make natural stone unique. All stone samples are provided by the manufacturer and are intended to convey the characteristics of a certain type of stone, out variations will occur. You understand that the product's conformity to a sample is not assured and is not the basis of the Sales Agreement.
Although manufactured and processed tiles may be more uniform they also can have variations in color and texture. In addition, the color of any sample may display differently when large amounts of the tile are visible.
Where sales taxes are applicable, all orders are subjected to the taxes in the location where the customer picks up the order. Therefore, this purchase is subject to the following terms and conditions.
1. Inspection- You or your representative must inspect any stone or tile product upon delivery and must promptly notify the product sales representative of The Tile Shop of any problems or dissatisfaction of the product delivered. If there is a damage claim. The Tile Shop must have sufficient time after notification by you to inspect the damage. You are to keep the product secure until inspected.
2. Return- If you are dissatisfied with the product for any reason you must promptly notify the product sales representative of The Tile Shop in order to receive a full credit of the purchase price and the return of the product. Once the product is installed it may not be returned under any circumstances. It is important that you understand that once the product is installed you are accepting the product without recourse. A refund will be issued for full boxes of current tile returned in food box condition within 6 months of the date product was received and sealed liquid products returned within ninety (90) days. No returns allowed on discontinued or special order items.
3. Refund
a) Cash- Cash will ne given for refunds under $10 dollars, if originally paid with cash.
b) Refunds over $10 dollars, if originally paid by cash, or any refunds if originally paid by check: A refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-14 days. All refunds will be issued in the name on the original invoice.
c) Credit Card Purchases- All refunds will be processed to the credit card used for the original purchase. Customer must be present with the original credit card to receive refund, In the event the customer is not present or the original credit card to receive the refund, then a refund check, issued by The Tile Shop will be processed and sent to the customer within 10-14 days. All refunds will be issued in the name on the original invoice.
d) AMEX\MC\VICA\ Gift Cards: The Tile Shop cannot process refunds onto gift cards of any type, including those offered by major credit card providers. In the event that a gift card was used for the original purchase, then a refund check, issued by The Tile Shop, will be processed and sent to the customer within 10-14 days. All refunds will be issued in the name on the original invoice.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/13) */
I am responding to the Tile Shop, they sent me a response that has nothing to do with what the complaint was.
Apparently they have a code that the customer cannot read on the sales slip. See if you can figure it out. I cannot see any indication that the Mt. White tile is discontinued
[redacted] (salesman) told us we could bring back what we didn't use, apparently they won't stand behind the sales people.
[redacted]
XXX-XXX-XXXX