Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day my order was delivered, I immediately noticed that what was supposed to be 2 crates (as stated on the order invoice) of the 0.5 inch travertine was stacked and loaded into 1 crate. They basically took a full crate and then laid the remaining travertine that should have been loaded in a separate crate on top of the first crate. I was already concerned, knowing that the 0.5 inch travertine would be more fragile. This was very careless on the companies part. As suspected, when I climbed on top of the flatbed, I could immediately tell that a lot of the 0.5 inch travertine was broken. I immediately called the company and was told by the company to not worry about it and take as many pictures of everything as possible and submit them to the claims department that it would be handled. They said I needed to make sure I submitted in 7 days. We had to unload everything that they overloaded in the single crate to be able to offload it as it was too much weight for the forklift. As we were unloading, we noticed a very large majority of the tile was broken. Once we unloaded everything, I took inventory of all of the tile and found that roughly 60% of the tile that was loaded on top had broken. I put together an email with pictures of all of the broken tile as instructed to do and submitted it to the claims department well within the 7 days. I had to send two separate follow up emails until I was finally responded to a week later. When I finally received a response, they said I should have received a delivery receipt from the driver (which I did not) and that their policy was that I would have had to make note of what was broken on the delivery receipt, which would not be possible given everything is loaded in crates. Also, again, I called the company immediately and told them what was going on and was instructed to take pictures and submit a claim within 7 days, which I did. I would like a refund for the broken tiles.

  Business Response

  Date: 12/15/2022

  As we mentioned to the client over email, our warehouse control has reviewed images showing his order left our warehouse in good condition. Nonetheless, we have a very quick and effective claim process if damage occurs during shipment, however there are certain requirements that must be met. These are very clearly noted on the Estimate the client signed, our Terms that the client agreed he has read when he placed the order, and on the shipping confirmation email we sent the client in bright red text. If an order is delivered damaged, you must note that there is damage on the delivery receipt otherwise no claim can be filed. It is not necessary to count every stone while the driver is there; simply writing that there is visible damage is enough. The client signed that the material was delivered in good order, therefore we were unable to file a claim with the transportation company.