ComplaintsforCanaroma International Inc

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed on order at Canaroma for tiles on 4/7/2022 with delivery on April 27th between 12pm-3pm. We had placed a much larger order previous but one of the tiles we selected were found to be out of stock after purchasing them and also discontinued so we picked a new tile and were charged separately for that and then it was delivered separate from the rest of our order. Our contractor arrived to start the bathroom renovation for my kids bathroom on May 16th and found 1 box of tile cracked on all of the pieces. I emailed and called Canaroma to inquire about getting a new box since they were all cracked and I was met with the worst level of customer service I have ever received. I found this to be really shameful because my experience during the purchase process was honestly really great and i enjoyed shopping there and even send family and friends following. Ultimately i was told sorry to bad- you need to inspect your tiles within 24 hours of delivery of there's nothing we will do for you unless you want to buy a new box we will give you a discount - i escalated it and still no assistance. I wasn't told this in advance and also these tiles are very heavy- its unreasonable to think i will open each box upon receipt and check them out. I am really unhappy with the level of after service support at this store. With the first delivery i had an issue with the vanity - there was a chunk ripped out in the inside drawer which clearly wasn't an installation breakage and they told me sorry if you installed it we wont do anything now. What was i supposed to do hold up my entire project? It was in the interior of the drawer i figured they can pull out the drawer and send a new one since broken inside. - i let it go because i really didnt want to argue with them- but then the tiles on top if it- the service is truly not in support of the customer its like they dont care at all about leaving their customers satisfied.

  Business response

  05/09/2023

  To Whom It May Concern,

  My name is Frank D. and I am the General Manager here at Canaroma Bath & Tile . First off, I wanted to apologize on behalf of our organization for not responding to this compliant when it was brought forward to the BBB in 2022 by our customer ******** ****. ******** *** **** ** ******** *** **** ** ***** *** ** **** ****** ******* ** ********* ******* ******** ** * ***** ***** *** ** **** ***** **** ********* ************ **** ************* ****** *** ***** **** **** ** ** * **** ****** ******** ** *** **** *** **** ************ *** ** *** **** ****** ** ******** ** ******** *** ********* ***** ******* *** ** ***** ******* ********* **** ** ***** ******** ******** **** ******** *** ************ *** **** *********** *********** ** ****** ******* **** ****** *** ****** ** ***** **** ** ****** ********** *** ******** ******** **** *** **** * ****** ** **** ***** ** ************** ** ******** **** **** **** *** *** *** ****** ******* **** ** ***** *** ** ******** 

  With respect to the compliant that was raised by our customer ******** **** back in 2002 . When she initially reported her complaint to Canaroma we immediately responded to her and made every attempt possible to provide viable options for her problem. In this case her compliant was with damaged product. At Canaroma we have policies in place that clearly outline the sales terms and conditions as it pertains to after sales service. I have ******** two documents ** **** ***** that include our terms and conditions as well as policy checklist that we provide to all customers at the time of sale. As you can see from *** *********** ***** we have policies that indicate that damages need to be reported at the time of delivery or pick up and we as organization take priority in ensuring that all products are inspected at the time of delivery/pick up. In this case the customers products were inspected both in our warehouse and on delivery and there were no damages indicated at that time. After an extended period of time the customer reached out to us to say that tiles and a vanity had damages , to make matters more difficult to address the vanity was installed. We have these policies in place because given that we are in a renovation and construction business we cannot control what happens on site after delivery. We have had customers call us  months and in some cases years after delivery to report damages which as you can imagine is not feasible to handle. With that being said, these policies are in place to protect both the customer and our business. In this particular case, we immediately reached out to our suppliers for assistance as this damage complaint was way out of the allowable period. In both scenarios the manufacturers would not provide any support to us as the items were in the customers home and the vanity had been installed. As an act of good faith we offered to replace all products that the customer had at our cost and provide free delivery on the replacements. The customer refused to do this and was being very unreasonable. In the end we replaced the tiles for her but we did not defer from our original response regarding the vanity. The vanity had been installed and in the customers home for quite some time and there was no way of proving where the damage came from. When all was said and done, we had sourced a replacement vanity from our supplier ( days of negotiating) at a special discount price that we were going to carry on to the customer. At that point she was ready to write us off and didn't even entertain the option.

  In conclusion I strongly believe that our organization took the appropriate and fair steps to address this issue for ******** ****. Our response times were quick and we acted on behalf of the customer behind the scenes with our suppliers to come up with viable solutions. As I mentioned earlier, Canaroma values all customers whether small or large and we try to do our best to treat everyone in the same manner. Policies are policies and although they are meant to be negotiated as they were in this circumstance they will be enforced. In this case I believe the customer was unfair and did not have respect for our efforts and the policies that we have in place. Despite us having spent weeks trying to find solutions for her she was not happy with our final response and took it upon herself to write in to the BBB to discredit us.

  ****** **** ** ******** *** **** ** ***** ** **** *** ***** ** * *** ******* ****** ************ *** ** ******* **** ** *** *** ********** ******** *** ********** ** *** ******** *** ******* ** **** ** **** * ***** *********** * ***** ****** *** **** *** ****** **** ******** *** ** ****** *** ************* **** *** *** *** ********* ** ******* ** ** *** **** ******* *********** ** *** **** *** ****** ******** ** ***** ******* *** *** ****** ** **** ** *** ***** ********* **** **** ******* ***** ** *** ******* ** *************

  If you have any further questions or concerns please reach out to me directly at ******@********.com or ************.

  Thanks !

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