Express Union Tile Corp

Review: I purchased 73 square feet of marble tile for a bathroom remodel job I was doing. The first order of the tile were varying shades of the Emperador light marble with a 6 square feet cracked or extremely lighter then the other 67 sq feet. I brought them back to the store where they were exchanged. I then placed a second order for 50 sq feet and was told I would receive the same color & quality of tile. Again I received roughly 16 sq feet that were chipped in corners, extremely light with black marks or extremely dark. I was able to exchange the first batch of tile and the store had no issue doing so. With the second batch I was denied any type of exchange or return for the tile I could not use and paid for. I also requested because I could not use the tile that they order 15 sq feet more which I needed in 2 days. I was told that was no problem and when I called they did not have the tile yet and I then had to purchase tile to finish my remodel from a different company. They failed to get the tile by the date they had promised.Desired Settlement: Requesting to return the damaged/miscolored unused tile for partial refund 143.20

Business

Response:

[redacted] ordered marble which is natural

stone

category tile from our company Express Union Tile

Corp. in Union NJ. Throughout

the purchase process, we explained her in detail

the characteristics of natural

stones, how they are formed in the nature and we

indicated that we do not have

any control over the color and the variation since

it comes from the nature as

is and it is a God made material.

Also towards the end of the detailed briefing we

explained her regarding our store policy which is

very strict about special

orders. Prior to her purchase, we informed her

multiple times that we do not

accept returns or exchanges on special order items

such as Marble/Natural Stone

purchases. As stated in our remarks she accepted

our store policy and proceeded

with the purchase of first quality Light Emperador

Marble purchase.

The transit time that we supply material is 3 to 5

business days and [redacted] agreed on the time

frame that the delivery of the

goods would take place. After receiving her first

order under the terms &

conditions stated above, she would like to place

extra order to complete her job

since her initial measurement was not as accurate

as she initially thought. As a

valued client we honored her order over the phone

with an exception just to make

sure that her job would not stall due to any error

occurred. We wanted to help

her as best as we could on our end. Item arrived

to our facility in 3 days and

we called her right away for pick up. She stated

that she ordered extra tiles

from another source and did not want to commit to

any charges that she was

responsible for. When we asked her the reason why

she did not inform us to

cancel her order, she could not give us any

tangible answer and said she did not

need any more tiles. We did not proceed with any

charges that she was

responsible and closed her account with our

company. We serviced [redacted] with utmost quality and capacity and deeply

sorry to hear her complains via Revdex.com platform. Moving forward we highly feel

confident that we did our best to accommodate her situation and did not do

anything intentional to cause any damage against her. Even though she caused

monetary damage to us we did not further proceed with any credit card charges

against her as stated on the invoice terms and conditions.

Best regards

gar1? m?#

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

What the business responded is untrue. If their special order policy is no returns or exchanges then why did they agree with my first complaint and exchange part of my first order. Also [redacted] told me the second order he could have next day not 3 days as the business states so this was the reason I purchased tile from another merchant. The business states I never gave them a response as to why I didn't want the second which again is untrue it is because they gave me a date they would have the tile and then could not full fill their commitment. If nothing else comes of it I would just like a record on Revdex.com for other consumers to at least be aware of where they are possibly shopping.

Regards,

Business

Response:

[redacted] is our sale manager and also [redacted] parent’s

neighbor for that reason she received 23 percent discount for her purchase.

When she brought back the partial of her purchase, her

argument was those pieces were light colored. As we explained in our previous letter,

these are natural stones and there is no control over the colors. That’s the

reason wholesalers do not except returns, because people pick and choose the

colors they like, and they return the colors they do not like.

In her case, she did not like some of the light color of the

tiles she received. Even though we do not except returns or exchange on store

orders, we did make an exception to get her desired colors to help her out,

because she was daughter of our employee’s neighbor.

Last order she placed in, she had called on a Friday and

asked to order more tiles; [redacted] told her by Wednesday we should receive it. Then

she told him that she would call us back. She calls back next day on Saturday

and puts the order in thru [redacted] and asked him to get the tiles on Monday, but

his response was we would do our best to get it by Monday, basically it was

promised by Wednesday and we would try to get it earlier if possible which we

received on Tuesday. When she canceled the last order we had already received

the tiles. So we got stock with additional items on top of the first exchanged

items.

In conclusion, we are left with all these items we can’t

return. We should be asking her to pay us for the items what she left behind. Instead

she is asking for a refund for the items she already received and used. For that

reason we will not honor any kind of refund.