Sutherland's Lumber & Design Gallery

As a local Fort Collins remodel contractor, I walked out of this place scratching my head. My wife ordered tile for our personal house from Sutherlands because they had the quickest turnaround on the product we needed. The tile was ordered and arrived as promised and the women who helped us on the phone and at the design center desk were great. I was starting to think about using Sutherlands for design services and product as kitchens and baths are what we specialize in. This was until I went to pick up my product in the warehouse. The first box of tile that was picked up off the palate fell on the ground and several tiles broke. The guy felt horrible. He was extremely helpful and promised credit or replacement of the broken tile. I was not very concerned about four tiles but he wanted to make sure we were square which I appreciated. I went inside as instructed and mentioned my situation. I was directed to a guy who looked at me kinda funny when I explained that there were broken tiles in one of my packs. I was trying to avoid throwing the very nice fulfilment guy under the bus by leading with "this dock guy broke my tiles". He said "you want credit for four tiles"? I explained that it wasn't that big a deal but that they were broken and that I had paid for them. Then he explained to me that he counts on 10% waste on a job. Ok... so... I'm not totally sure I have as much field experience as the desk jockey at the tile shop but I understand the need to order more than calculated square footage. I also typically rely on this 10% to be used for something other than material that was broken before I pick it up. I wasn't buying slate from Home Depot here... The guy took my cc info and said he'd refund my card with a fair amount of smugness. I left understanding why I've heard so much negative feedback about Sutherlands. They certainly have a flashy showroom and helpful people at that front desk as well as great guys in the yard but the "higher up" who I had the pleasure of dealing with ensured that I'll never step foot in their business again.