ComplaintsforWatermarkFixtures, LLC

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16,2022 order # 5110 was placed for a 48" claw foot tub & 48" high back Trough Sink with the complete kit for installation for both pieces. To date my contractors are unable to install the tub and the sink was just installed January 5, 2023. It has been one problem after another from the day the plumbers were to install the claw foot tub. Missing parts, wrong colors, wrong feet (and they won't send the correct item until they received the wrong item, and we are talking from Louisiana to Calif.), so production stops until items are received, and they are in no hurry they run your 90 days out you go from person to person trying to get answers. I and my plumbers spoke to several different people, and you never get the same answer it just a continuous circle. Just as I thought I might get this job completed I discovered they had sent me the wrong feet for the tub I ordered, and we also noticed the size of the tub was also not 48" but 47" and in pluming 1" can make a big difference. I spoke to Nicolas (who placed my original order) regarding the feet not being the ones on the photo in the catalog and was not the ones I approved for shipping. They had placed another design foot with a box placed in front to look as though they were the correct ones. When I enquired about it, I was told they were the only ones that go with that tub, but they are not the ones I ordered or want. Either you sent me the wrong tub, or the wrong feet and I got a "yes but your ninety days are up and there's nothing we can do." I placed and order for a 48" tub and I was sent a 47" tub Per Nicolas and the contractors are saying 1" in plumbing can cause a big problem. I have parts that I can't use and can't return. I spent approximately 7K with them and can't use the item.

  

  Business response

  02/07/2023

  At WatermarkFixtures, we do not want anyone to leave unhappy. However, as were have explained to the customer *multiple* times, clawfeet can not just be switched between tubs. Each tub has an individual foot pattern that only fits that style of tub. It is not in our power to switch out the feet for the client- it simply wouldn't work. The tub was photographed using the only feet that fit it, and it's the feet she received. We sent a proof image of the feet, which she approved. The bottom line is she received the feet that were photographed with that tub and that she approved before shipping. I repeat, the client was shown the feet in a proof image before the tub shipped and she approved them. In addition, we attempted to rectify this over the course of forty email, several phone calls. Nicholas even offered to FaceTime with the plumber to help solve the issue, which was not accepted. We have tried to resolve this in the best way possible, but it seems this client cannot be made happy.

  

  Business response

  02/15/2023

  Hi ******,

  First I would like to apologize for the confusion and trouble you have been through, it has recently been brought to my attention the tub was photographed with the incorrect feet.

  The feet you received and photographed in your case are the correct feet for the tub and the only feet we can provide for the tub.  (As previously mentioned for stability the feet are married to the tub and we cannot substitute feet) so clearly we made a mistake here and failed to recognize this earlier.

  As a result of our mistake I would like to offer you one of the following solutions to make the situation right:

  1. You can return any items in your purchase for a complete refund, we will pay the return shipping.                                                                                                                    2. If you elect to keep the tub we will issue you a 50 percent refund on the tub

  Our liability is limited to the value of the product only, we cannot reimburse for labor, installation, uninstall or similar incidentals.

  Please advise how you would like to proceed so we can resolve the issue ASAP and again I would like to apologize for the trouble.

  Regards,

  Nicholas

   

  

  Business response

  05/26/2023

  Hi ******,

  We sincerely apologize for the issues with the clawfoot tub and are issuing you a full refund for it in exchange to you donating it to charity as previously agreed upon and completed.  As per our policy and agreement our liability is limited to the purchase price of the item in the store and we are not responsible for anything beyond that, please see our policy's below:

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

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

  I trust you will find this satisfactory and as a result of the inconvenience, a donation to a worthy cause (charity) was accomplished.

  Regards, Nicholas

  Customer response

  06/06/2023

  
  Complaint: 18719915
  
  I am rejecting this response because: I wasn't reimbursed for hardware, plumbing or fixtures that were purchased for the installation of tub. Nicholas is the person who informed me of the items I needed for installation and the person who spoke to the contractors and plumbers (none of the hardware was used) because he sent the wrong tub/clawfeet and some hardware. Now as Nicholas does, he is instructing me for what I can use the hardware and fixtures for. I purchased a package that he helped put together and now he wants to reimburse me for one item in the package. Nicholas has admitted that "he knew" he was sending me the wrong claw feet, yet he did it anyway and now he is refusing to reimbursement me for something he did intentionally. His rude and dismissive attitude has cost me dearly not to mention the time spent to try and settle this issue. 
  
  Sincerely,
  
  ****** ****

  

  Business response

  06/07/2023

  ******,

  The faucets, drains and water supply lines are universal for various clawfoot tubs.  As a company we only made a mistake on the tub itself and we allowed you to donate that to charity for a 100 percent refund.  The check was mailed out for this refund to completely resolve your issue. You can use the same faucets, drains and water-supply lines you selected for another tub you select.

   

  Regards, Nicholas

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