ComplaintsforVillar Gallery

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased floor tiles at Villar Gallery on Oct 9,2021. Picked up tiles purchased on Oct 12,2021. Got home and noticed that tiles received were not the ones ordered. Reached out the following day and was told that the tiles had variants, however, not mentioned prior to sales of variants and tiles were not shown in areas with variants. The receipt when received stated all sales are final. I had no plans to return tiles, however, these tiles were not the ones purchased. Rented a U-Hall to return tiles, was told cannot be returned. Tiles received were not shown in storeroom. On Friday, Oct 15, 2021 I had to purchase tiles at Floor & Decor. I had conatcted my bank Wells Fargo and Florida Attorney General. I wanted to file a Police Report but was denied, was told it was not a crime. i look forward to your assistance in having my credit card refunded in amount of $1191.62.

  Business response

  10/28/2021

  Business Response /* (1000, 6, 2021/10/28) */ We are very sorry to hear that this customer is displeased at our response to their situation. As you can see by the attached invoice there are no returns and all sales are final. Furthermore, the invoice also states, "Material is to be inspected on our premises. Please be cautious of what you are selecting as claims won't be accepted after the material leaves our warehouse." This quality control procedure is in place so that this customer, and all our customers, will know they are receiving quality material that has not been previously returned and possibly damaged in some way. We cannot control what happens to the merchandise after it is in the hands of the customer and therefore cannot be held responsible for anything beyond our control, like this customer's unfortunate situation where the merchandise was damaged after it was picked up. We have a long history of customers that are very happy with the quality of our products due to this policy. We sincerely apologize but we can't accept items that have in fact been damaged after customer inspected and accepted picked up merchandise, as evidenced on pick up ticket signed by the customer. This is a business that has worked very hard for many years to maintain the quality standards that clients have come to trust after many years. Sincerely, Villar Gallery Consumer Response /* (3000, 14, 2021/11/10) */ The goods received were not damaged but the tiles sent were not the ones ordered. The Company also should have reminded the customer to inspect the goods before leaving the premises as this would have resolved any mistakes. I have gone ahead and purchased other tiles and need a refund. The goods with me are in perfect condition and I can also returne goods at my expenses. I would love to have these tiles returnned and would greatly appreciate any assistance from the Company. Business Response /* (4000, 16, 2021/11/16) */ The tiles were not sent to the customer. The tiles were picked up by the customer as evidenced by the customer signed pick up ticket and were the tiles ordered by the customer. We also did have the customer inspect the goods before leaving the premises as also evidenced by the customer signed pick up ticket. If the customer decided to purchase other tiles does not mean we have a responsibility to give them a refund. We take the time to assist all our customers in selecting tiles and in inspecting the tiles before being picked up from the store so to avoid situations like the one this customer has put themselves in. Again, we are very sorry to hear that this customer is displeased at our response to their situation but we cannot return the tiles that they inspected when picking up and signed for as evidenced by the customer signed pick up ticket. The customer also signed the invoice stating there are no returns and all sales are final. Furthermore, the invoice also states, "Material is to be inspected on our premises. Please be cautious of what you are selecting as claims won't be accepted after the material leaves our warehouse." This quality control procedure is in place so that this customer, and all our customers, will know they are receiving quality material that has not been previously returned and possibly damaged in some way. We cannot control what happens to the merchandise after it is in the hands of the customer and therefore cannot be held responsible for anything beyond our control. We have a long history of customers that are very happy with the quality of our products due to this policy. We sincerely apologize but we can't accept items after customer inspected and accepted picked up merchandise, as evidenced on pick up ticket signed by the customer. Sincerely, Villar Gallery Consumer Response /* (3000, 14, 2021/11/10) */ The goods received were not damaged but the tiles sent were not the ones ordered. The Company also should have reminded the customer to inspect the goods before leaving the premises as this would have resolved any mistakes. I have gone ahead and purchased other tiles and need a refund. The goods with me are in perfect condition and I can also returne goods at my expenses. I would love to have these tiles returnned and would greatly appreciate any assistance from the Company. Business Response /* (4000, 16, 2021/11/16) */ The tiles were not sent to the customer. The tiles were picked up by the customer as evidenced by the customer signed pick up ticket and were the tiles ordered by the customer. We also did have the customer inspect the goods before leaving the premises as also evidenced by the customer signed pick up ticket. If the customer decided to purchase other tiles does not mean we have a responsibility to give them a refund. We take the time to assist all our customers in selecting tiles and in inspecting the tiles before being picked up from the store so to avoid situations like the one this customer has put themselves in. Again, we are very sorry to hear that this customer is displeased at our response to their situation but we cannot return the tiles that they inspected when picking up and signed for as evidenced by the customer signed pick up ticket. The customer also signed the invoice stating there are no returns and all sales are final. Furthermore, the invoice also states, "Material is to be inspected on our premises. Please be cautious of what you are selecting as claims won't be accepted after the material leaves our warehouse." This quality control procedure is in place so that this customer, and all our customers, will know they are receiving quality material that has not been previously returned and possibly damaged in some way. We cannot control what happens to the merchandise after it is in the hands of the customer and therefore cannot be held responsible for anything beyond our control. We have a long history of customers that are very happy with the quality of our products due to this policy. We sincerely apologize but we can't accept items after customer inspected and accepted picked up merchandise, as evidenced on pick up ticket signed by the customer. Sincerely, Villar Gallery Consumer Response /* (3000, 22, 2021/12/08) */ Please note the tiles were not inspected at the premises as the difference in tiles would have been noticed. Neither was he advisied to have the tiles inspected as he would have done so. We were expecting the correct tils ordered. Business Response /* (4000, 24, 2021/12/17) */ Please note that the customer says the tiles were not inspected at the premises yet they did sign the pick up ticket only after being advised to inspect that there were no difference in the tiles. The customer did get the correct tiles ordered but then decided to buy other tiles somewhere else. The customer, in bad faith, is trying to force us to return the correct tiles that they had inspected, signed, and agreed to our terms. Again to repeat the customer signed pick up ticket states, "Material is to be inspected on our premises. Please be cautious of what you are selecting as claims won't be accepted after the material leaves our warehouse." The customer is the one who is now trying to break the terms they had signed and agreed to because they choose to go buy tiles somewhere else and expect us to be responsible for their breach in our good faith contract by continuing to say this or that but the signed written documents evidence otherwise. Again, we are very sorry to hear that this customer is displeased at our response to their situation but we cannot return the tiles that they inspected when picking up and signed for as evidenced by the customer signed pick up ticket. We have a long history of customers that are very happy with the quality of our products due to this policy. We sincerely apologize but we can't accept items after customer inspected and accepted picked up merchandise, as evidenced on pick up ticket signed by the customer. Sincerely, Villar Gallery

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