We did everything to assist and provide the utmost professional customer service for our customer, however, whatever we did was not helpful. And most of what customer is mentioning in her story is unfortunately not the truth.

Customer called us, in a very furious and yelling tone, stating that the pieces of the mosaic beads are falling off when being cut on the wet tile saw. The pieces falling off the mesh while being cut is something we have not heard of, or never received such issue from our customers, we also sell the same materials as a wholesaler to 300+ tile stores. Customer immediately blamed the product and wanted to return back. We said fine, if any of our customers are unhappy, they are more than welcome to return the products back. In order to find out what the problem may be, our on board fabricator / contractor that we work with, wanted to speak directly with customer`s tile installer (as there may be reasons such as whether a painter`s type is being used while cutting, mosaic tiles require that, or what type of saw is being used on the machine) we asked the customer to speak with her tile installer. Customer became even more furious this time, saying that we are not believing her words because she is a woman. We tried and nicely explain that, it has nothing to do with her being a woman - her installer could have been a woman and herself a man, and we would have still wanted to put our contractor and customer`s installer on the phone, so they could discuss if there were any cutting-related issues. When we finally spoke with customer`s installer, he offered to send a video (it was offered by installer), which we said it would be great so we could find out what is happening. We provided a cell phone number for our customer to send the video to. Customer said she has a doctor`s appointment and will deal with it later. We have been awaiting to receive a video from customer. However, we have not received any video from customer. Now, the customer is blaming that we did not provide a good cell phone number for her to send the video. We did provide a cell phone number, and we offered to provide an e-mail address to send the video as well. However, we did not receive any video or further communication from the customer. Rather than contacting us to find out if we received the video, customer, unfortunately, immediately preferred to blame us again.

Regardless of what happens, we believe that our customers come first, we are here to help them with any kind of issues they may have. We are extremely happy to hear praises from our customers, we love seeing pictures of end projects! Likewise, we are here to help with any kind of issues our customers may have.

Respectfully,

Tiles R Us Team