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Complaint Details
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Initial Complaint
08/09/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Back splash was installed. It was not the backsplash I had ordered. The Hammernicks' employee agreed it was not the back splash I had ordered. I have been waiting for almost five months to have the backsplash removed and the correct tiles installed. I was offered $1000 and declined stating I wanted the backsplash we had originally agreed upon to be installed. They are now not returning my phone calls to them.Business response
08/21/2023
The manufacturer sent the wrong tile to us. It was labeled right but we had ordered cream and they sent latte. The cream was warmer toned and the latte had more variation and grey tones. The installer did not have the home owner verify the tile before he installed. The paperwork and label on the box matched so he did not think he needed to. The home owner was not there to see it was the wrong color and let the installer know. If so he could have halted the install until the proper color was sent. Unfortunately the claims process takes more time than we would like and we are also at the mercy of the manufacturer. The manufacturer had offered the customer $1,000.00 to keep the tile as is. The cost of the job to the customer itself with material and install was less than $1,000.00. The customer declined the manufacturer's offer. We had to re-order the material and asked it be inspected before it was shipped. Once we finally received the material I personally went to our warehouse and verified the tile was correct compared to the sample the customer saw and ordered from. It is correct and now we have scheduled to demo the wrong tile and install the right tile for this Thursday and Friday August 24th and 25th. I have left a message for the home owner and an waiting back to see if those dates work for her.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.