Complaint Category: Failure to honor promised refunds, exchanges, or credit
Complaint: Even though they did not supply the product we ordered, we still have to wait 30 days for our money to be returned.
July 16th we placed an order with ******'s Tile for 1255 sq.ft. of Tesoro Silk Gris(Grey)tile. Total was $3683 and was partial cash and debit. ******* said to us that it would take 7 to 10 days for them to receive the product at their warehouse. July 17th we received a call from ******* informing us that they could not get the tile. We immediately asked for a refund, she responded with "give me some time to place a few calls". I immediately went to the store and no more then it took me to get there she told me that it was coming from China. I asked for a refund again because I did not trust that reason. She and ***** her store manager, told me that no one there could give me a refund on account of the books lady not being there. They asked me for a chance, and they proceeded to tell me that the tile would get there in about 15 days. Well I told them it was not possible for it to be here on time if it was in China, they said "no its on a boat on its way". I asked if the product was not here on schedule or if it was not the right product if I would get a full refund, they both replied yes. They asked for the chance again and I broke down after there verbal commitment to the full refund. On July 31st I went into the store to see how the progress was going, ******* made a call and said to me "it should be here tomorrow if not Friday but she would call me". Saturday the 3rd of August we received a call about midday saying that the guys were in front of our home ready to deliver the tile, we left our son's open house to hurry home. The tile they were attempting to deliver was of a Kertiles brand, a similar tile but was named Bambu Noce. These names were on the boxes. We had seen these tiles at other stores, and were offered them at ******'s but we wanted the Tesoro Silk Gris line product. We made a phone call to ******* and explained to her that she broke her promise, she responded with "let me make a call because she thinks Tesoro must have boxed them incorrectly". An immediate red flag went up, they were playing us. She then asked us to at least look at them, another red flag that they knew what they had sent to our home. I asked to speak to ***** for an immediate refund. She asked over again to let her make some calls but it couldn't be till Monday. Again we are at their mercy. I attempted the store down in Naples where I was told management was also housed, their store manager was no help and ****** was not available (This is a theme for days to come). 9am sharp Monday I arrived at the showroom asking for a refund, they say no one has got back to them but I was not playing their game any more. Of course no one is there to give me a refund, so I called the Naples store where ****** is, to my surprise she is not there and can not be reached, so a different manager listens to my story but says they can not do anything about it. A store that gladly fully takes your money every minute they are open but when they mess up, or their bullying does not work, it conveniently only can give you a refund on days their books person is there. I continue calling them and the Naples store for a manager to help me out, Naples just continues to ask to take a message and they would call back (NEVER DID). And the Ft. Myers store always took the conversations to ask for other chances and would get me samples. Tuesday continues the telephone run around, so I went into the store about 2pm. Same kind of conversation, them asking for another chance. I explained to them that the chances were over, and I wanted a full refund right then.***** started explaining how they would have to charge me 25% for restocking, I cut her off and explained to her about their mistake and asked her to call Naples in front of me to speak to someone there. She called and walked off. When she returned she said that they would give me a full refund and it would take thirty days. I WANT A FULL REFUND IMMEDIATELY, THAT'S MY COMPLAINT I SHOULD NOT HAVE TO PAY FOR THEIR MISTAKE!
Initial Business Response
We delivered to Mr. ********* of the material that he ordered, but at delivery time he did not like it, then we offer to get hem a different material so he can be pleased, but he was upset and decided that he did not want the material at all. So he requested the money back and we will give hem the money back in 30 days, we hope he could give us the opportunity to get hem the material that we wants, so we can have another happy costumer like we have many
thank you very much for your support
Final Consumer Response
We received another call from ******** (from ******'s) this morning. She said that her boss told her the check would be cut on the 27th of the month. We of course asked why we have to wait another 2 weeks. She said she did not know why. I asked her to please relay to her boss that we need our money back much sooner than that, and that they have lied to us and the BBB concerning their promise to give us back our full refund within 30 days.
THIS IS UNACCEPTABLE! THEY LIED! We want our money back! It has now been over 8 weeks since we placed the order, and 37 days since we were assured we'd have a full refund. The 30 days have come and gone, and still NOTHING!
Final Business Response
As I said in our previous letter We try our best until the last minute or day to provide a tile for the customer, ******** talked to them yesterday and informed To accounting that The costumer did Not want any tile From us, We do all the returns to costumers at the end of the month but being the circumstances we will do it earlier on the 27th We could mail the check or the customer can pick it up in our office in *********** Thank you for all your support, if I can be of further assistance let me know.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.