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:09/14/2022

  Type:Sales and Advertising 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 9/9/22 I purchased a Laufen Savoy toilet online from Plumb Tile (plumbtile.com). The price was a clearance price of $295 (noted normally $750). The website said freight would be added to that price and that I would not be charged until I subsequently agreed to the freight charge. It did not say there might be no product available. I sent an email to the business right away to ask if I could pick up the toilet at their location, since we are in the same area. (My credit card had a pending charge for the amount of the toilet.) The next morning I had an email response saying they dont do pick *** because they dont stock at their office. They would get back to me with a freight price. I emailed them again later asking if I might hear soon. They answered and said they cant fulfill my product, none in stock. I replied that either they should note out of stock on the product or else it is false advertising. The representative basically said they cant help that there are no more. (They cancelled my order.) Today is 9/14/22 and they still have that product listed - no mention of not available. *** had emails and phone calls back and forth this week. They have another product on their website called Laufen Savoy that was $750-ish and has now come down to a sale price of $500-something. They said I could order that one and skip the $250 freight charge to have it dropped off at their office where I could pick it up. They also said it would take 8 weeks. I said I wanted the Laufen Savoy for my originally advertised price of $295. They said they cant do it. I feel this is false advertising and they should provide me with the Laufen Savoy for $295. Theoretically if something is on clearance it should be available right away, and if theres an error on the website it should be cleared up immediately. (I just checked - its still on the website, almost a week later, and they are aware. Here is the link: https://www.plumbtile.com/plumbing-tile-product/cl-la-2395.html)

  

  Business Response

  Date: 09/15/2022

  ***************,

  I completely understand your frustration and confusion.  The Laufen Savoy toilet model number 8.2395.8.000.***** was listed on our site as "stock liquidation to make space for a new model" Unfortunately that model was no longer ********** compliant not meeting ********** Green or water sense standards.  The item was fully liquidated by our vendor and is no longer available.  

  The new Laufen Savoy model number is H2394 8 000 *****  This is a new version,  fully meeting ********** code.

  Given that the name has not been changed  as the look and feel remains the same I can understand your confusion.  However the model number has changed slightly, as noted on our site. 

  I appreciate you bringing it to our attention that the liquidated model remains on our site and it has now been removed.  Given that we have over **** 000 sku's on our site it is a challenge to keep up with vendors changing/discontinuing/liquidating products we do our best to keep up with it and will continue to strive to do better.

  I trust this explanation is helpful and that you will consider purchasing the new ********** compliant *********************** model at the reduced rate offered to you.

  Please feel free to reach out to me directly if you have further questions or concerns *******************

   

  Customer Answer

  Date: 09/17/2022

  Ms *************** Tile posted a toilet for sale that was presumably available (since it was noted on the website as a liquidation), but it was not actually available. 
  
  
  The product listing remained active on the website for several days after my order was placed.
  
  
  Whether a product offered for sale is compliant in **********, the nature of Plumb Tiles product supply chains, and the accuracy and updating of the website (regardless of how many products there may be) are not issues a consumer on the front end of a website can know or should have to question.
  
  
  I ******************* Tile will honor the price I intended to pay ($295) and provide me with a Laufen Savoy toilet (that is ********** compliant, and available to pick up at their offices in ********* to avoid shipping charges that are almost as high as the cost of the toilet.)
  
  
  Sincerely.
  

  

  Business Response

  Date: 09/20/2022

  Items are constantly liquidated to make space for new models and series.  Once the liquidated items have been completely sold through they are no longer available to sell.

  We are happy to sell you the new series of *********************** toilet for a 25% discount plus no freight  as you had requested to pick it up from our warehouse. This toilet has the new ****** features including full ********** code compliance.  we unfortunately  can not meet the liquidation price for what was a different toilet, that sold out and per our vendor is no longer available.

   

  Customer Answer

  Date: 09/23/2022

  Though I appreciate your kind tone, as a customer I cannot accept your way of doing business -- from the consumer side, Plumb Tile was offering a product (a Laufen Savoy toilet for $295), that Plumb Tile then rescinded (after purchase), and then offered a higher priced product in the original product's stead. The original product remained on Plumb Tile's website for DAYS after I was told it wasn't available. Though Plumb Tile may have its reasons in the back office, I as a consumer cannot be expected to guess how Plumb Tile functions, or how they arrange their supply chain. To a consumer, this whole transaction seems like a bait and switch, or false advertizing. It's a mistake on your website communication (perhaps you should put a disclaimer on every product you sell that the supplier may not have what the consumer thinks they are buying). In any case, unless you can provide a new Laufen Savoy (for $295, and apparently it IS possible to pick up it for free from your warehouse in *********) then I will remain unhappy, skeptical, and vocal (to local friends and contractors) about your business.