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:07/14/2023

  Type:Service or Repair 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.

  I called to see if this business had the tile I wanted available. I was told yes they had ********************************************* call back when I had the exact **. I got the ** I needed. I went to the web site and started to order but stopped at putting in my credit card before reverifying the tile was available. I talked to **** the Owner. He told me to put in my credit card and the order would be good. I asked him to reverify that the Ethos Grey American Florim Tile I needed was in stock, because it was discontinued. He said he would call me back. Never called me back. I called him. He said sorry. It was not available. I said why he listed on website that 350 ** was available and why I was asked to put in my credit card information when it was not available. We are talking $1500 approximately. He said he called the manufacturer and it was no longer avl. I said off course it was discontinued 5 years and only limited portions are available. I called the manufacturer to verify he had called. They said no he had not called. This sounds like an online con to put in my credit card info. and not return it ? Whatever the con is do not use this company. Please revoke this business license if they actually have one. It's some kind of internet front. Don't believe anything this guy says. He just says what you want to hear to get you to give him your credit card information.

  Business Response

  Date: 07/18/2023

  We are an online tile sales company, not a contractor. We have several thousand customers per month. This is our only complaint for many years.
  First of all: this person never placed an order with us. When she first called there was stock. I suggested she check out on-line immediately to guarantee availability, which was very limited. Several weeks later when she finally called back, sadly, it was gone. These manufacturers sell over $1,000,000.00 per day, and inventories vary by the minute. As our homepage says: "we offer first grade materials directly from the manufacturer." When she called back I said: "We don't have stock on that here, as you know. I will check with my distributor and manufacturer, again, and if I can still get it, I will call you back." Unfortunately, after 2 weeks there was no stock, so I did not call her back. Next day, she yelled at me because I now told her we no longer had these tiles available. Claiming she had wasted 2 weeks on this. In truth, If she hadn't waited 2 weeks and had ordered immediately, as I suggested, it would have been fine. She waited too long to get back to me, and it was gone. 
   About the credit card issue. This is ridiculous, because as everyone knows all credit card companies guarantee delivery in good condition, and for us, Paypal (our gateway) offers both buyer and seller protection. We pay extra fees for this. If her credit card is accepted by PayPal they guarantee her as a legitimate customer, guarantee her address, and everything about her.. Even so, one call from her and either one would give the money back immediately. I have had over ****** transactions with No credit card loss. Not one, not even one! Also, we use "authorize and capture" payment method on line, so her credit card would not be charged until shipment was made. We never see the credit card numbers, and I don't take them over the phone. Upon checkout customers leave my website, and authorize completely through PayPal's encrypted website.