South One Supply & Home Center, Inc.

Re: ID #***
Dear *** ***I received your letter today regarding the complaint against my company from Mr*** *** (ID ***) and per your request would like to reply to the matter at handAwhile back (around late August - September) Mr*** came into
our showroom looking for tile for a kitchen backsplash project at his home and was assisted by one of my employees Miss Lesli D***Mr*** indicated to Lesli that he was looking for something unique and she showed him the said sample that is involved in his complaintMr*** liked what he was shown and we gave him the manufacturers sample board which he took home.I would like to note a couple things concerning the sample board Mr*** had in his possessionOn this board were samples of the actual tile product of which he could review measure, gauge, calibrated etcto make sure that they met the qualifications he is making his complaint aboutIt also needs to be noted that he had this sample board in his possession for well over a month before he came back in to order the materialMore than ample time to compare against the manufacturers stated specifications he is challengingMr*** had also made comments to my employees about the cost of the product being expensive.As far as Mr***'s statement that South One Supply did a disservice to him by not inspecting the incoming tile material to determine the soundness/quality of the product arriving and thereby challenging the manufacturer about their "quality as a function of the technical specifications they claim" well that is simply not feasibleMore aptly that is akin to asking a hardware store to open andinspect every item they sell to make sure it meets manufacturers specs and then repackage itWe told Mr*** that if anything was damaged to let us know and we would replace it.After Mr*** received the tile he returned it to us and said he was not happy with the tile because it did not meet the specifications he desiredAt this time he requested that we reorder more tile product to replace said itemsWe then proceeded to tell him that anything reordered would come in looking the same way because that is the way they are manufactured exactly like the samples on the board that he hadNormally we would not accept returns on this as it was a special ordered product which is stated on the bottom of his receiptIt also states that any material returned is subject to a 20% restocking feeA copy of his invoice was faxed to *** ***To accommodate Mr***'s dissatisfaction we waived the no return policy as well as the 20% restock fee.Mr*** was issued a full refund for the tile material (copies of checks faxed to *** ***) that he complained about and is now seeking reimbursement for a freight charge for the tileDue to the fact that South One Supply made a good faith effort in reimbursing him by waiving company policy I would only agree to reimburse the freight charge provided he now pays the original restocking feeI also forgot to mention that we reimbursed him for the tile sealant he bought.($1,Total for tile with tax}20% restock fee-Freight charge reimbursement$Balance due to South One SupplyTo conclude, South One Supply made every reasonable attempt to satisfy Mr*** by going above and beyond its return policy and that this is in my view simply a matter of buyer's remorseWe do not manufacture the product and make every reasonable attempt to represent the products as stated by the manufacturerI have enclosed pictures of the sample board Mr*** had in his possession as well as pictures of the individual tiles that came in compared to the sample boardThe picture of the tiles with the blue notes taped to the tops are from Mr*** and appear to be what I am assuming are measurements he took.If you would like any more information please feel free to call me at my office at ###-###-#### or I can be reached on my cell phone at ###-###-####Sincerely,
Jay L***Owner/ South One Supply & Home Center Inc

Re: ID #***Dear *** ***I received your letter today regarding the complaint against my company from Mr*** *** (ID ***) and per your request would like to reply to the matter at handAwhile back (around late August - September) Mr*** came into our showroom looking for
tile for a kitchen backsplash project at his home and was assisted by one of my employees Miss Lesli D***Mr*** indicated to Lesli that he was looking for something unique and she showed him the said sample that is involved in his complaintMr*** liked what he was shown and we gave him the manufacturers sample board which he took home.I would like to note a couple things concerning the sample board Mr*** had in his possessionOn this board were samples of the actual tile product of which he could review measure, gauge, calibrated etcto make sure that they met the qualifications he is making his complaint aboutIt also needs to be noted that he had this sample board in his possession for well over a month before he came back in to order the materialMore than ample time to compare against the manufacturers stated specifications he is challengingMr*** had also made comments to my employees about the cost of the product being expensive.As far as Mr***'s statement that South One Supply did a disservice to him by not inspecting the incoming tile material to determine the soundness/quality of the product arriving and thereby challenging the manufacturer about their "quality as a function of the technical specifications they claim" well that is simply not feasibleMore aptly that is akin to asking a hardware store to open andinspect every item they sell to make sure it meets manufacturers specs and then repackage itWe told Mr*** that if anything was damaged to let us know and we would replace it.After Mr*** received the tile he returned it to us and said he was not happy with the tile because it did not meet the specifications he desiredAt this time he requested that we reorder more tile product to replace said itemsWe then proceeded to tell him that anything reordered would come in looking the same way because that is the way they are manufactured exactly like the samples on the board that he hadNormally we would not accept returns on this as it was a special ordered product which is stated on the bottom of his receiptIt also states that any material returned is subject to a 20% restocking feeA copy of his invoice was faxed to *** ***To accommodate Mr***'s dissatisfaction we waived the no return policy as well as the 20% restock fee.Mr*** was issued a full refund for the tile material (copies of checks faxed to *** ***) that he complained about and is now seeking reimbursement for a freight charge for the tileDue to the fact that South One Supply made a good faith effort in reimbursing him by waiving company policy I would only agree to reimburse the freight charge provided he now pays the original restocking feeI also forgot to mention that we reimbursed him for the tile sealant he bought.($1,Total for tile with tax}20% restock fee-Freight charge reimbursement$Balance due to South One SupplyTo conclude, South One Supply made every reasonable attempt to satisfy Mr*** by going above and beyond its return policy and that this is in my view simply a matter of buyer's remorseWe do not manufacture the product and make every reasonable attempt to represent the products as stated by the manufacturerI have enclosed pictures of the sample board Mr*** had in his possession as well as pictures of the individual tiles that came in compared to the sample boardThe picture of the tiles with the blue notes taped to the tops are from Mr*** and appear to be what I am assuming are measurements he took.If you would like any more information please feel free to call me at my office at ###-###-#### or I can be reached on my cell phone at ###-###-####.Sincerely,Jay L***Owner/ South One Supply & Home Center Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The true issue of this complaint has not been validated.  The specifications that Senio claim IN THEIR OWN WEBSITE do not adhere to what material was received by me.  These are not MY SPECIFICATIONS.  I personally suspect that Senio may be sending US (SOS) the scrap from their existing product line process under the guise that it is 'hand made'.  Why would restocking fee be so easily waived by SENIO?  Of course, if SOS does not challenge this, I suspect they will continue to be duped.  As state before, I was comfortable with the rough edges, but am not with the other criteria previously stated.  I must say, however, I do find it humorous to compare $1200 worth ($20/sq foot) of tile to nuts and bolts from a hardware store regarding inspection.Regarding the restocking and shipping fees, I again reiterate why a QUALITY issue should be passed on to the end customer?  I was willing to accept tile which met the specification.South One Supply did NOT reasonably satisfy me by contacting Senio to challenge the real complaint.  I would have been very interested in the [redacted]'s response (and so should SOS).  If SOS is unwilling to investigate (even challenge) the products they sell from their [redacted]'s, what value are they in retail sales?At this point I conclude there is nothing further to learn from either side and feel the complaint has run its course.  No action from either side is required.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The true issue of this complaint has not been validated.  The specifications that Senio claim IN THEIR OWN WEBSITE do not adhere to what material was received by me.  These are not MY SPECIFICATIONS.  I personally suspect that Senio may be sending US (SOS) the scrap from their existing product line process under the guise that it is 'hand made'.  Why would restocking fee be so easily waived by SENIO?  Of course, if SOS does not challenge this, I suspect they will continue to be duped.  As state before, I was comfortable with the rough edges, but am not with the other criteria previously stated.  I must say, however, I do find it humorous to compare $1200 worth ($20/sq foot) of tile to nuts and bolts from a hardware store regarding inspection.
Regarding the restocking and shipping fees, I again reiterate why a QUALITY issue should be passed on to the end customer?  I was willing to accept tile which met the specification.
South One Supply did NOT reasonably satisfy me by contacting Senio to challenge the real complaint.  I would have been very interested in the [redacted]'s response (and so should SOS).  If SOS is unwilling to investigate (even challenge) the products they sell from their [redacted]'s, what value are they in retail sales?
At this point I conclude there is nothing further to learn from either side and feel the complaint has run its course.  No action from either side is required.
Regards,
[redacted]

Review: Purchased Italian Senio tile from South One Supply for kitchen application. Was explained tile was unique in that in absorbed water more readily and required a sealer, which was also purchased. Further was explained the tile edges would be "rough" due to the manufacturing process. These items are acceptable. Received the tile, returned home and opened 2 of the 7 boxes. Immediately noticed tile was out of square, warped in serveral planes, and had LxW irregularities. The second box contained 7 broken tiles. Immediately contacted SOS who said this is the way the tile is made. (hand made?). The "hand made" inference was not discussed prior to purchase (other than above 2 items) and is only mentioned on the Senio website with respect to the surface texture. SOS apparently contacted Senio who agreed to accept the tile in return with out a restocking fee.

Referring to the Senio website, determined the following:

- No photo or application depiction is shown with "hand made" characteristics as stated above. They all look square with nothing to the eye to suggest otherwise.

- Senio manufactures the tile to EN 14411 Group A technical specifications along with other ISO standards.

Prior to returning the tile to SOS, I made measurements against the technical specifications from a random number of samples. Most of the tile pieces failed the manufature's stated specification. I presented my sample findings along with Senio website information and the EN 14411 specification. At that time, I requested SOS to investigate the quality of supplied tile with Senio and to supply me with quality compliant. tile Again I was told that was the "way it was" and was refunded $600 of my original downpayment, with the statement that I would be charged shipping both directions for my trouble. Following 2 months of email exchange requesting the remaining refund, I have just now received a condescending letter along with that payment (less shipping charges).

As a distributer/middleman for an [redacted] supplier of tile, I feel that SOS did a disservice to me on several accounts.

1. Did not originally inspect the incoming packaging to determine soundness/quality

2. Did not request the [redacted] to comment on the quality of tile shipped as a function of the technical specification that the [redacted] claims from their own website. This was after I already did the work of measurements.

3. Delayed several months my refund payment while tile was "shipped" back to Senio.

4. Has little respect for the technical nature and manufacturing processes associated with what they sell.Desired Settlement: Two choices.

1. Supply selected tile which meets the technical specifications (EN 14411) of the manufacturer.

2. Refund me shipping fees levied. Poor quality products should not be a customer burden, but [redacted] burden.

Business

Response:

Re: ID #[redacted]Dear [redacted]I received your letter today regarding the complaint against my company from Mr. [redacted] (ID [redacted]) and per your request would like to reply to the matter at hand. Awhile back (around late August - September) Mr. [redacted] came into our showroom looking for tile for a kitchen backsplash project at his home and was assisted by one of my employees Miss Lesli D[redacted]. Mr. [redacted] indicated to Lesli that he was looking for something unique and she showed him the said sample that is involved in his complaint. Mr. [redacted] liked what he was shown and we gave him the manufacturers sample board which he took home.I would like to note a couple things concerning the sample board Mr. [redacted] had in his possession. On this board were samples of the actual tile product of which he could review measure, gauge, calibrated etc. to make sure that they met the qualifications he is making his complaint about. It also needs to be noted that he had this sample board in his possession for well over a month before he came back in to order the material. More than ample time to compare against the manufacturers stated specifications he is challenging. Mr. [redacted] had also made comments to my employees about the cost of the product being expensive.As far as Mr. [redacted]'s statement that South One Supply did a disservice to him by not inspecting the incoming tile material to determine the soundness/quality of the product arriving and thereby challenging the manufacturer about their "quality as a function of the technical specifications they claim" well that is simply not feasible. More aptly that is akin to asking a hardware store to open andinspect every item they sell to make sure it meets manufacturers specs and then repackage it. We told Mr. [redacted] that if anything was damaged to let us know and we would replace it.After Mr. [redacted] received the tile he returned it to us and said he was not happy with the tile because it did not meet the specifications he desired. At this time he requested that we reorder more tile product to replace said items. We then proceeded to tell him that anything reordered would come in looking the same way because that is the way they are manufactured exactly like the samples on the board that he had. Normally we would not accept returns on this as it was a special ordered product which is stated on the bottom of his receipt. It also states that any material returned is subject to a 20% restocking fee. A copy of his invoice was faxed to [redacted]. To accommodate Mr. [redacted]'s dissatisfaction we waived the no return policy as well as the 20% restock fee.Mr. [redacted] was issued a full refund for the tile material (copies of checks faxed to [redacted]) that he complained about and is now seeking reimbursement for a freight charge for the tile. Due to the fact that South One Supply made a good faith effort in reimbursing him by waiving company policy I would only agree to reimburse the freight charge provided he now pays the original restocking fee. I also forgot to mention that we reimbursed him for the tile sealant he bought.($1,017.18 Total for tile with tax}203.44 20% restock fee-79.49 Freight charge reimbursement$123.95 Balance due to South One SupplyTo conclude, South One Supply made every reasonable attempt to satisfy Mr. [redacted] by going above and beyond its return policy and that this is in my view simply a matter of buyer's remorse. We do not manufacture the product and make every reasonable attempt to represent the products as stated by the manufacturer. I have enclosed pictures of the sample board Mr. [redacted] had in his possession as well as pictures of the individual tiles that came in compared to the sample board. The picture of the 3 tiles with the blue notes taped to the tops are from Mr. [redacted] and appear to be what I am assuming are measurements he took.If you would like any more information please feel free to call me at my office at ###-###-#### or I can be reached on my cell phone at ###-###-####.Sincerely,Jay L[redacted]Owner/ South One Supply & Home Center Inc.