B & C Custom Hardware & Bath

Review: On 10/21/13 I puchased a porcelain single hole sink and faucet hardware with separate hot and cold handles.(order # [redacted]). I was told at the time of puchase, that two additional holes could be drilled into the porcelain for the separate faucet handles. After waiting 3 weeks for delivery, I received my product. Both my contractor and tileman told me that this particular sink was designed for a single spout only (one hole already in sink)and would shatter if additional holes were drilled.I feel my salesman either lied to me,or doesn't know his product. Even though it was their mistake, they refuse to take the sink back since I don't have the original packaging.Desired Settlement: I would like a full refund on the sink ($278.20) pluse tax and shipping.

Business

Response:

Revdex.com 01/08/2014

4747 Viewridge Ave #200

San Diego, CA 92123

Dear [redacted],

Thank you for the allowing me the opportunity to respond to this complaint from Mr. [redacted]. I have had a conversation with [redacted], the salesman regarding this transaction and would like to share my findings.

Mr. [redacted] came to us highly recommended by a friend that had been a customer of B&C's in the past. Mr. [redacted] chose an 8' widespread faucet (needs 3 holes to be installed) and a St Thomas brand sink that only is available with one hole. This was noted in writing on his order as well as verbally (see attached Invoice). Because Mr. [redacted] wanted the specific look of the St. Thomas sink, [redacted] let him know that additional holes could be drilled by his Installer into the sink allowing the Installation of the widespread faucet. Or, he could select a faucet that only needed one hole for mounting. Mr. [redacted] decided to stay With his original selections.

The sink was ordered specifically for Mr. [redacted] from the manufacture on October 22nd and was picked up on November 8th, We were later told that Mr. [redacted]'s Installer did not want to drill holes Into the sink. Although drilling holes In porcelain or china sinks Is not a dally occurrence, Is not uncommon. [redacted] supplied Mr. [redacted] with other tradesmen names that had the correct tools and experience to drill what his installer was not comfortable with. We referred the names only as a courtesy and have no affiliation with them or control over the fees that they charge for their services. We learned later that Mr. [redacted] did not want to pay the additional fees to have the holes drilled. At that point, [redacted] offered to take the sink back and return It to the manufacture with a restocking fee that St Thomas would be charging us. Mr. [redacted] agreed, but when he brought the sink back, he had neither the box nor none of the original packing.

We, of course cannot ship anything to a manufacture without a box and packaging (as stated In our terms and conditions attached), Still trying to appease Mr. [redacted], we contacted St Thomas to see If we could purchase a box and packaging to ship It back to them-or to see If they would bend the rules and take back a sink In the wrong box. We were, understandably, told no on both counts.

In one last final attempt to assist Mr. [redacted], [redacted] offered to take the sink on consignment in our store but with the understanding that 1. We have no idea how long it might take before another customer would want to purchase this style of sink and 2. That we could not guarantee that, If we found someone to buy the sink, that they would be willing to pay the same price Mr. [redacted] had. Mr. [redacted] refused that offer as well.



Although I sympathize with Mr. [redacted]'s situation, I feel [redacted] along with B&C has worked diligently to offer him options. Please let me know If you have further comments or questions regarding this matter and I look forward to a decision In our favor.

Sincerely,

32 Telsa

Irvine, California 92618

(949)859-6073 * Fax (949)748-6632



Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

On 10/21/13 I puchased a porcelain single hole sink and faucet hardware with separate hot and cold handles.(order # [redacted]). I was told at the time of puchase, that two additional holes could be drilled into the porcelain for the separate faucet handles. After waiting 3 weeks for delivery, I received my product. Both my contractor and tileman told me that this particular sink was designed for a single spout only (one hole already in sink)and would shatter if additional holes were drilled.I feel my salesman either lied to me,or doesn't know his product. Even though it was their mistake, they refuse to take the sink back since I don't have the original packaging.