ComplaintsforMir-Mosaic

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I submitted an order for some bathroom wall tile in the late part of Dec 2021 for approx *****. We wanted to add some additional tile to the adjoining wall and ordered some more wall tile in early Feb. Prior to ordering the additional tile I had the local supplier check with MIR tile to make sure that we could get the same tile to match and was told that we could. We received the additional tile and it was a different color and had a different dye lot date stamped on the tile. I showed this to the local supplier and he agreed that it was a different tile. We ordered more tile and still received the incorrect color match. MIR tile is claiming that the tile that I had originally received and installed didn't exist and that the tile that they were shipping after the original order is the same tile. Our local supplier tried to explain that it did exist and that the two tiles were not a match which MIR insists is incorrect. I now had to pay my contractor to remove the tile that was originally installed and buy new tile due to MIR Tile not standing behind their product and being able to match color. Extremely poor customer service and an additional cost to me of around *******

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/04/22) */ The customer placed their first order in December 2021 and then placed a 2nd order 3 months later with a different retail store. It is obvious that in most of the cases suppliers will not have the tile from the same production date 3 months later. We were not in communication with this customer nor we sold them anything direct. However, we explained to the retailer when they placed the order that we have this tile in the same shade and that based on our records from the factory it should match in color to the tile which was purchased 3 months earlier. We think that the customer is confused by thinking that the same shade tile needs to have the same production date stamp. When retailer reached back to us saying that this customer was not happy with the tile which they received the second time, we explained all of the above and offered to take back the second order of this tile without any restocking fees or other charges to the customer. The customer can't blame supplier or retailer if they ordered the wrong quantity originally or decided to add more of the same product to adjacent wall 3 months later. As a responsible supplier we did all we could to help this customer by shipping this product from the same shade as the original order. And we even went further by taking the second order back and waiving the restocking fee and shipping charges just to help this customer and make them happy. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement by the business is incorrect. I was in communication with the sales rep for the business and I was assured that they would be able to match the tile that I had previously received. They are also incorrect in saying that they took the order back without any restocking fees and shipping costs. As I stated previously, both the retailer and I were told by the supplier that they were providing a color match of the tile and that wasn't the case. The retailer was just as confused as the customer when the supplier told us that the two tiles were the same when the photographs clearly showed that they were different tiles. Business Response /* (4000, 9, 2022/05/03) */ We are not sure where the confusion is coming from but we waived both the restocking fee and the shipping when we offered to take back the material. We encourage customer to reach back to us if they need a proof. And as we stated earlier we shipped material from the same shade based on the records provided by the factory and we didn't see difference in color on pictures provided by customer. However we still offered customer to return the 2nd shipment if they were not happy with it. And as we mentioned before customer can't hold supplier reliable for matching the tile color which was originally bought 4-5 months ago. Consumer Response /* (4200, 11, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure where the confusion is either. The Sales rep from the supplier told me that they would be able to match the color of the tile that I had purchased. Since I was told that I would be receiving a matched color I had the tile installed. It is very obvious to our installer, the retailer and to us that the tiles that were sent were not a matching color. It is just plain dishonest to claim that there isn't a color difference. I would have been happy to send the tile back to the supplier if he had provided me with accurate information that they would not have been able to match the tile. It was already installed so I had to remove all of the tile and throw it away and then make a whole new order.

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