Complaints
This profile includes complaints for Bath Kitchen & Tile Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/17/2024
Type: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.
We purchased three display model cabinet set up for $ 4800. Since they were models they were to take them apart and deliver them when they became available. This took over a year to happen. All three of the purchases were missing major items and had broken parts. The major items being no marble counter top, missing sink and fixtures and broken light fixture. I have sent several emails and have met with the president in the warehouse with no resolve to date. They offered to replace the items at cost that we had already paid for that they had lost and/or damaged. We just want the items that we had paid for so we can move on. We have the pictures and sales tags for all the items and have sent them the list of missing items several times to no avail.
Business Response
Date: 06/21/2024
Please see our attached letter in response to complaint.
Thank you,
Customer Answer
Date: 06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 21863439
Business Response
Date: 07/29/2024
Better Business Bureau
60 Reads Way
New Castle, DE 19720
RE: Complaint 21863439
Dear Whom it May Concern:
We are writing in response to dispute rejection, ID 21863439.
We apologize for the frustrations and inconveniences you
have encountered. It is our goal to ensure each customer is satisfied with
their experience, and we regret that this is not the case for you.
We acknowledge the issues you have raised regarding the
delivery, missing materials, and lack of communication you experienced. Display
items are sold in "as is" condition, and we strive to make this clear
to our customers at the time of purchase. When display items are sold, they
undergo a removal process and transportation, which can sometimes result in
unforeseen damage or breakage despite our best efforts to preserve their
condition. While we take every precaution to ensure that items are handled
carefully, we cannot guarantee that all items will remain intact and undamaged
throughout this process. Given the time that has passed since your purchase, it
is challenging to ascertain precisely what occurred regarding the missing
parts, beyond the initial removal and subsequent transportations. We
acknowledge that this explanation does not alleviate your frustration but hope
it provides some context to the challenges faced during the process.
We are committed to resolving this matter and will have a
representative of our management team reach out to you to discuss a resolution. Once again, we apologize for the inconvenience
and frustration you experienced.
Sincerely,
Retail DirectorInitial Complaint
Date:09/01/2023
Type: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.
1) Door damaged in shipping needs to be replaced.
2) Did not supply the 9" tray slider I paid for.
3) Sink I purchased has a defect.
I have uploaded pictures of each item.
This company does not answer the phone, return calls after leaving messages or respond to emails.Business Response
Date: 09/07/2023
September 6th, 2023
Better Business Bureau
60 Reads Way
New Castle, DE 19720
RE: 20554078
Dear Whom it May Concern:
We are writing in response to customer concern ID 20554078.
Thank you for reaching out about
your concern. The referenced door is under warranty and can be replaced. The original signed documents do not include a 9-inch
tray base cabinet. Unfortunately, the manufacturer you selected does not
provide that cabinet option and is not something you were ever charged for.
Unfortunately, we do not have another option that will work for your request. Upon reaching out to the sink manufacturer Kohler,
the manufacturers response is as follows, “Per
reviewing the photos of the 3839-1-NA sink, it appears that the product is
not defective and would not warrant a replacement. As long as you are using
proper cleaning methods and products (Kohler Stainless Steel Cleaner), the sink
should not rust as our products cannot rust on their own.” Our sales manager has reached out to the customer to resolve
this matter.
Sincerely,
PresidentCustomer Answer
Date: 09/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 20554078
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