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Address: 6251 Highway 7, Woodbridge, Ontario, Canada, L4H 0L1
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Address: 6251 Highway 7, Woodbridge, Ontario, Canada, L4H 0L1
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We are building a custom house and came across trusa tile. We needed about 6000 sq ft of tiles. We met owner of Trusa tile Mr *** who persuaded us to not use porcelein tile but to use natural stone.He gave us a sample of character shade white *** to take home to get approved by our family members. We placed ordered for 7680 sq ft of tiles so that we get volume discount as well as have enough margin in case there are some imperfections. We were told that each skid has 48 tiles so we will have 40 skids. We hired transport company recommended by trusa tile who made delivery in phases as per our needs. When we asked that How do we track how many skids are being delivered, owner said that my warehouse manager will keep tally. I offered to sign off skids when delivered and was advised to not do so.When we started installing the *** tile, we were shocked to see degree of imperfections. When we brought this issue to owner he advised to buy first grade product which we did for our great room. We paid extra for this superior product. When product came, it was no different than previous one. Again our complaint was ignored and was advised that he will take care of our needs as we still need lot of tiles for washrooms.Finally when we received message from him stating that 6 skids and 20 tiles are pending on May 15,2018 we were awaiting 6 skids but to our horror received only 4 skids. He is refusing to deliver us pending skids and compensate for giving us inferior product which we had to spent extra money to try to improve it to bearable level. Our main issue is that we were cheated of our money by showing us something else and delivering something else. secondly did not deliver us the number of skids we paid for.
Product_Or_Service: *** Marble Tiles
Order_Number: XXXXXX
Account_Number: XXXXXX
Exchange Deliver 2 pending skids exchange defective product refund extra payment grabbed in form of first grade
Dear ***
*** Below I wanted to clarify our defence in point form.
PRODUCT COLOR AND QUALITY:
Client came to showroom several times to select products. Decided to proceed with 24x24 *** Polished CHARCTER SHADE -which has a higher degree of variation and slight imperfections in comparison to first grade. This is a NATURAL STONE product and no 2 pieces will ever be the same. The beauty of Natural Stone is that every piece is different and has natural characteristics.
Client was notified that this product is Character shade not first grade and agreed to purchase this one due to lower price versus first grade material.
Client spent lots of time in the warehouse looking over the products in detail - several crates were brought down and inspected. Client was provided a random sample and was clearly notified that every piece is different since it's a natural stone product and that looking at several pallets, he will have an idea of what to expect. Client liked what he saw and received the exact same products.
After products got delivered - again anyone building a custom mansion would take the time to review and confirm the products prior to installation. Client I would assume would have been satisfied with the material and proceeded to have them installed.
Clients installer who has lots of experience in this field also notified us and the client that these products are perfectly fine material.
QUANTITY SHIPPED:
We have been in business for 20+ years and supply many large corporate companies. We have measures in place to make sure that all orders are checked and the right quantities leave our warehouses. Most companies we work with have major penalties if any discrepancies in quantities shipped and as a company that ships on average 100 pallets a day we are extremely careful. Most importantly we are a reputable family business which places the highest emphasis on ethics and principals
Our employees and warehouse manager has verified the amount shipped to equal the exact quantity ordered.
Trucking company used which is an independent 3rd party company also verified ( with customer who was in our presence ) let them know the quantities shipped were correct. Trucking company also us notified us that the customer was not even at the job site for most of the deliveries. If there is any other proof otherwise we would request this to be shown to us
We delivered 100% correct amount of products to the client. The order for this item was picked up in 5 different batches. Total order - 7680 sqft. The total breakdown of each shipment can be seen attached. 1600 + 1600 + 1600 + 1600 + 1280 = 7680 sqft.
Client is saying they are missing 2 skids of products yet the entire job is completed which also goes to prove my point that all products in the correct quantities were delivered.
***
We strongly defend our companies reputation against these false accusations.
***
TEL: XXX XXX XXXX / ext ***
Mobile: XXX XXX XXXX
Fax: XXX XXX XXXX
***@trusa.net