ComplaintsforBathroom & Kitchen Galleries

• Initial Complaint

  18/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Invoice # ***** May 7 2022 $ 8750.49 @ Bathroom Kitchen Galleries in St.Catharines Three major bathroom renovations done in 2022/2023. Waited months for stuff to arrive, we understood, HERB said no problem, ok to store all pieces in their warehouse no charge until we get all the jobs done, WE thanked him. WE asked them to quote install, said way too busy 6- 10 months and $10k for first job, so we got our own contractors...( not easy - plumbers, drywallers, tilers) They ordered the tub wrong 3 x delaying the job and our contractors = Timing delays. The last job was our 2 pc and they delivered a vanity, taps, and mirror on Sept 16,2023 . WE saw the mirror ordered at 30" came to us at 37" - was too long and would not fit space. (pic attd) I returned it to the store on Sept 29th and asked for refund. They refused, said they changed business names on June 21,2023 and I have to deal with prior guy ( John L. in Burlington) The store name in St.Catharines is same as before, the people we are dealing with are the same Laura and David D., and the website still defaults to the old one. **** *** ********* ********** *** **** ****** ** ***** ***** ************** *** *** ** ** *** *******. I did go to Burlington and did call and speak to John. ***** ****** Suggested I sell it on ****** because it was over a yr old, but THEY WERE A MAJOR PART OF OUR DELAYS ! It is brand new and in their own store now! (**** ***) I cannot believe they act like this after we spent over $9000 with them. Terrible. **** ** ****** ******** * ** *** *** **** *** ***** ***** ********  We demand our $492.68 ( $436 +HST) PLEASE HELP, THIS IS NOT RIGHT.

  Business response

  27/10/2023

  After carefully reviewing this case, we regret to inform that we cannot provide a refund for the medicine cabinet in question.
  The medicine cabinet which was purchased over a year ago has been discontinued and is no longer available in the market. we have consistently offered medicine cabinets from this manufacture in the specified height, with the only variation being in the width – 18 inches, 24 inches, or 30 inches. This is why it is referred to as a 30-inch medicine cabinet, in line with manufacturer coding and industry standards. ********* *********
  We take pride in displaying our products in-store and providing detailed information about them. this customer was provided all the information and catalogues before ordering this product. Additionally, many customers prefer to purchase complete bundles, including vanities, mirrors, and cabinets, to ensure a cohesive and matching look in their bathrooms therefore making it impossible to match and sell to another customer.
  However, we believe the mirror in question can still be installed as the valance (top piece) come separately.
  Regarding the interactions of this customer with our staff, we believe in maintaining a respectful and professional environment for both our customers and employees. We kindly request that all interactions be conducted in a respectful and considerate manner. ** ** *** ********** *** ******* **** ******* ** ** **** *********
  Additionally, the medicine cabinet was never accepted by us it was left there and the customer is welcomed to pick it up at anytime.
  We appreciate his business, however we cannot offer a refund.
  Sincerely,

  John

  Customer response

  01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is inaccurate in many ways.  We were not shown any brochures we just viewed the displays and asked for the 30" length which we were told was possible or we would not have ordered it in the first place.  The constant reminder how old the unit is , is very annoying since we only first saw the unit on Sept 16th/23  when delivered to us and found it to be too long.   Yes it was stored in their warehouse for a long time because they reneged on installation dates we were expecting after purchase of all 3 bathroom fixtures.  Its like we are being penalized for buying everything there at one time. 

  The Salesperson was very accommodating and said leave your fixtures here until you are able to get them installed as it was 3 different rooms and we 

  had to totally manage it ourselves with 4 contractors since they reneged on installation which we were told they would do but estimated 10-12 months!

  Delays were not our fault, and the suggestion to install it as it will not meet electrical code blocking a light fixture and pushing it up to the ceiling to try to clear the drain plug of the taps.  Not practical and I am sure his professional designer would never allow that to be done  in any home.

  The unit delivered is NOT discontinued ,  the shorter one is, so yes you can sell the one  I returned no problem.

  We should not have this much trouble over a mistake made of $492.68. , plus you have the returned product. I am out everything and that is wrong.

  There have never been any threats made to anyone, just a very upset customer who has never been treated So Badly by a vendor not taking Any responsibility for their many mistakes. ( 3 x ordered bathtub wrong caused delays, reneged on timely installation, wrong size mirror, and now being belligerent on a simple return)

  I am not sure what to do now, ** ** **** **** ***** ** ***** *

  Please advise.
  

  
  Sincerely,
  
  ****** *****

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