ComplaintsforBargain Tile

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 5/25/21 we ordered countertops from the Direct Tile store (Bargain Tile). The purchase included the materials, template, fabrication and installation of completed countertops to ***********************************************, and included $6,000 deposit from us on the purchase. The materials were subsequently shipped under direction from Direct Tile/Bargain Tile to the slab yard of a countertop fabricator in Brooklyn located at *** *******. On or about 10/1 we met the planned fabricator. He informed us that he is unable to fabricate countertops with the material as ordered. On or about 10/4 we spoke *********************** of Bargain TIle at ************ who suggested we change the material from the countertops we ordered to one that is easier to fabricate than the material that was sold to us as detailed on the 5/25 sale invoice. We requested the countertops as ordered. On or about 10/12, I called *********************** and he told me that he had not understood what the material was when the order was placed, and had sold us countertops for a price that they could not complete the fabrication for. Since he was unable to fabricate the countertops we ordered I asked for him to refund the deposit in full. He refused a refund. He insisted that I buy the slabs, the raw material, and arrange fabrication myself or pay a restocking fee and receive a partial refund. He sold us countertops for a price that he cannot or will not fabricate. He is with-holding our money until we put in writing that we will accept less than we believe we are owed.

  Business response

  11/15/2021

  in response , Customer had a designer who had chosen and seen this material (the slabs) in one of our vendor's warehouses that we work with ... the designer received a quote from this vendor for the slabs and after receiving this quote he came to our showroom and asked us if we can get him a better price for these slabs including installation.. The designer gave us the specific name of the slab that he AND the client chose and we continued with the order accordingly. Before ordering or charging the client for the slabs and sending it out to the fabricators warehouse we checked stock and pricing from our vendor. The designer and client both approved this slab as being a porcelain slab they chose it themselves. Since there were not many slabs available we charged the deposit of $6,000 to hold the slabs for the client which we ended up holding for them in our vendors warehouse for 3 months and 1 month at the fabricators warehouse since they needed extra time and were not ready, we did not charge them extra storage fees for holding their material for so long which we usually do.. once it was finally time for a template one of our fabricators realized he couldn't fabricate it for us since it is a porcelain fragile material.. so in order to rectify this we tried to ask two other fabricators to do this job one of those fabricators was our fabricator and the other fabricator was recommended by the clients designer, which both fabricators refused to touch this porcelain material. The fabricator the designer recommended gave a price to the client and the owner ***** of our business spoke with the client ***** telling him he will HELP him get a lower price for the fabrication from his designers fabricator choice. However the designers fabricator ended up not wanting to do the job .. As a result ***** came with the solution to give the client his cost for the 2 slabs from the vendor which never happens.. and we actually sent them the invoice from our vendor with our cost.. we were going to charge the client only for the slab cost and refund the client the fabrication fees and he refused this solution, our vendor did not want to take back the slabs we tried doing that as well we tried to return it and see if we can give a full refund but our vendor declined while charging us a re-stocking fee of 35%. We emailed ***** stating that we will refund him his money less the restocking fee which in general all slab or tile vendors charge restocking fee for returned material. The total refund we offered him including the restocking fee was $4,200 which he agreed with ***** on the phone. After we emailed him this agreement since we wanted it to be in writing, he did not respond and ended up going on this website to complain about us. Our business is around for 13 years and we do not have one complaint especially not on this website as anyone can see. The client's designer quit the job on them as well because they fought with him too. If the client will answer our email we will gladly refund their $4200 asap!

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