ComplaintsforBender Plumbing Supplies, Inc.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered tile based off of the sample (Pictured). The tile was professionally installed. The sample tile has a different finish than what I ordered and the antique finish is darker than what I received. It looks like it is filthy even though it is clean. The dirt looking pattern is different on each tile, further making the floor look dirty. We were definitely not told that the tile Would not have the same pattern on each.

  

  Business response

  10/19/2023

  Dear Mr. *********,
  Thank you for forwarding ******** ******’s complaint and providing an opportunity to respond.  We have offered a resolution, but the complaint was filed before that discussion on October 13.
  
  Miss ****** placed an order with us for the tile on July 7 and picked it up in our New Haven location on July 19.  We highlight this particular tile being non-returnable.  While all pieces have a similar pattern, no two pieces are the same.  She signed off on “Above is a special order & non-returnable”. 
  
  We could have facilitated a return, even 2-3 months after it was picked up, prior to installation, but were contacted on October 4, after the tile had been installed.
  
  Choosing a complementary grout to any tile is not only important for aesthetics, but will ensure the long-term stability of the project on a floorspace.  As Miss ****** did not buy the complementary grout from us and chose to get it elsewhere/from her installer, we cannot be certain what was used and its impact on the tile.  She stated the installer used an epoxy-based grout, however when I afterwards spoke with the installer he stated he had not used an epoxy-based grout, so we cannot say with certainty what was used other than it was not a grout product purchased from BENDER.
  
  Epoxy-based grout can be used in a residential application, however the chemical composition of epoxy grout can alter the appearance of the tile.  It is always recommended to consult with the manufacturer’s website for product details.
  
  In the spirit of doing the right thing I recommended a clean-up solution her installer could use, as a last attempt to fix, and if that did not work, we would be happy to get her new tile of her choice, at cost/our employee rate.  I expect this is a fair & reasonable solution because the correct tile was initially provided and we cannot be certain of the grout used, as it was sourced away from us by an installer unfamiliar to us.
  
  Please let me know if I can answer any further questions as our goal is to find a solution where she is satisfied with the tile in her home!

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