ComplaintsforHeath Ceramics Ltd.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We placed a tile order on 02/02/2022 that was quoted to be delivered 05/18/2022. After not receiving the order or any communication, we reached out on 05/19/2022 for a status update. We were told because of COVID-19 delays (after two year? sic). I was told they needed an additional 1-3 weeks to fulfill the order on 05/20/2022. On 05/26/2022 I was notified they needed 10 days to complete the order. I contacted Heath again on 06/09/2022 after the last deadline had passed. I was told they needed an additional week for a re-run. I was contacted again on 06/17/2022 that they needed yet another week for a re-run. And I was contacted on 06/23/2022 that they needed yet another week for a re-run. The company obviously is unable to complete the order as it is now more than six weeks passed the original delivery date.

  Business response

  07/26/2022

  My name is ***********************, current Tile Manager for Heath Ceramics, Inc. 

   

  Your second letter was indeed received, the original was likely discarded and assumed to be a solicitation. 

  
  Much of Heath Ceramics mainly works remotely, except our showroom teams and factory teams in attempts to keep everyone safe and healthy. 

  
  

  Scarlette and ******************************* placed their tile order on February 2, 2022 and received an estimated completion date of May 18th, 2022 (order ******). The product, a specialty dimensional tile that requires much handwork and a glaze that was recently re-introduced to the palette after years of it being not available. 

  
  Heath's wish is to always delight clients and complete orders in a timely manner, either completing before or on estimates. Heath does not however guarantee completion dates but very accomadating when products are not expected to be possible to produce and this is very clearly delineated in our contract to fabricate made to order tile. 

  
  ***********************************, shortly after placing the order reached out to inquire about possible expedition or cancellation. Scarlette did not respond to our associates response. 

  
  Unfortunately, the Omnicron variant that was prevelant in ************ caused much absentism in our tile factory which caused initial delays with the production of our shaped dimensional tile products. The second challenge with the order was indeed our die for the shaped tile product, orders that were of higher priority required additional production runs setting us further behind with completing the ******** order. The third challenge was unfortunately the glaze, exceesive burning during firing kept the product from passing in quality control. 

  
  The Gramlings were sent a gift (Tile Makes The Room) as a thank you for their patience while we knew we would run further past our estimates. When the order was delayed further due to burning I authorized a 20% refund on the order to cover the shipping charges as a further accomadation. 

  
  The ******** order was finally completed in production on July 11th, 2022 and from our freight carrier *** tracking (PRO # ***-720803) can confirm it was delivered on 7/14/2022 to the ********** residence. I have attached a screenshot of the freight pro # tracking from the *** website. 

  
  Due to the burning of the glaze on the ********** dimensional tile order Heath has paused accepting any additional dimensional orders with this specific glaze, M39.2 Matte *****. 

  
  I have reached out by phone to ***************************** and left a detailed message and then I emailed *********************************** yesterday to confirm that they have indeed received their order in good condition and that they are happy with the product. I have not had a response from either as of this morning. 

  
  I also confirmed that the refund was indeed an accomadation for the delays we encountered with the production of their tile and that it certainly was not intentional but certainly unfortunate. I have also requested that they update the BBB regarding their filed complaint. 

  
  Please confirm receipt of my email and do let me know if you have any additional questions or need anything further. I look forward to hearing back from you. 

  
  

  
  

  
  

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

  tile manager

  
  HEATH CERAMICS

  schedule M-F

  T ************

  2900 ***********************************************************************

  www.heathceramics.com // @tilemakestheroom

  Customer response

  07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩