Selective Stone LLC

Complaint:
I am rejecting this response because: see attachment
Sincerely,
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Subject: Reply to complaintAloha [redacted],, Sorry for my delayed response, as I just returned from a business trip to China. I never received the prior two e-mails that you had supposedly sent.  Please note my e-mail address as [email protected]. The phone order was taken by a Melia...

T[redacted], who unfortunately is no longer with the Company. I have asked my management team to verify the facts and the sequence of the order process for me.  Apparently the order was received by phone for a engineered quartz stone that we call Stellar White.  We filled the order according to our stock number and name, as the cus[redacted]er was basing the purchase off the manufacturer's website photo.  We are the distributor for this manufacturer, MSI Stone. The cus[redacted]er had their fabricator pick-up the material, of which we have a signed DR dated 2/07/17. Our invoice clearly states that the "Buyer is responsible for inspection of all goods upon pick-up or receipt of the merchandise", and "acceptability of product must be resolved prior to fabrication/installation". To our knowledge and the cus[redacted]ers confirmation per his demands, the material was fabricated.  Once the material is picked-up or received, it is considered acceptable.  The fact that the material was fabricated makes it very difficult for us to consider any returns or exchanges. .The cus[redacted]er never requested a physical sample and photos only give you a general appearance of the product as it would appear on a monitor.  Rgds, Kevin