ComplaintsforBedrosians Tile & Stone

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This concerns the tiles I ordered on 11/24/2023 (order # W905117602365).When mixing the tiles in preparation for installation I realized right away that they were not of similar thickness. In fact, they seem to have been made with different thicknesses. Since the difference in thickness is so significant, these tiles cannot be installed together (please see the picture I uploaded). I have installed enough tiles to know that no one would ever buy/install these tiles, including ********* staff, after seeing their varying thicknesses. I won't take them even if they're given to me for free.I emailed the company asking for their advice, their response was that nothing wrong with the tiles because they're handmade. I asked them to take back the tiles at their expense, but they refused. They did say that I could return the tiles but after shipping charges and a 25% restocking fee, I would get nothing out of it. I now have no choice but to throw them out.

  Business response

  01/15/2024

  Good afternoon,

   

  I'm so sorry to read of your dissatisfaction with your purchase of ******** 5x5 ceramic tile in white. Please be aware that this tile is meant to have the appeared of being handmade and as such, size and color variation should be expected. Nevertheless, as you requested, and pending your approval, I will instruct our online sales team to process a credit in the total amount of $439.47 (less freight charges) to your credit card ending in 1354.  

  Sincerely,

  *************

  Bedrosians Product Warranty Department

   

   

  Customer response

  01/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be acceptable to me even though I believe the business should issue a full refund, including shipping charges, due to the problem with the quality of the tiles I received. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered titles they were shipped to us. When we received them 13 titles were broken

  Business response

  12/20/2023

  Good morning,

   

  Bedrosians shipped 13 replacement tiles at no charge.

  Sincerely,

  *************

  Bedrosians Product Warranty Department

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the company on 11/22/23 for a quote and one was provided the same day with an expiration date of 12/22/23. I went to order the tiles yesterday (12/5/23) and was told the quote was no longer valid because their sale was over. If the price provided wasn't going to be honored past the sale date, why wouldn't the expiration date reflect that? All I'm asking for is that that quote provided be honored. I've attached the quote. I've called customer service and they aren't willing to help. I also emailed the person who sent me the quote and I haven't heard back. Thank you in advance.

  Business response

  12/08/2023

  Good morning,

   

  so sorry for the confusion about your quote. Please order again, contact our online sales team to make them aware and they will honor the original quote.

   

  Sincerely,

  *************

  Product Warranty Dept.

  Customer response

  12/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  l To:********************************************************************************** ********** Pickup Location:************ Store ****************************************************************** ********** Pick Up Contact:Order Summary Product Quantity Total Price 7-3/8X12-3/4 Allora Rhom Blac Item Code: DECALLBLARHOM Color: Solid Black Size: 7.5" x *****" x 1/4"18.91 Sq. Ft.2 Carton(s)$171.93 Product Total:$171.93 Freight:$0.00 Additional:$13.75 Tax:$13.94 Order Total:$199.62 CHARGED ME EXTRA AS ADDITIONAL $13.75 i need refund oof it.

  Business response

  11/09/2023

  Good morning,

   

  I'm so sorry to read of your dissatisfaction with the transaction for your tile. please be aware you were not overcharged on this transaction. your purchase included an 8% surcharge ($13.75) which is shown on your invoice. Nevertheless, please return to our store (they will be expecting you) and they will provide you with the refund you requested.

  Sincerely,

  *************

  Bedrosians Product Warranty

   

   

  Customer response

  11/09/2023

  You have my details, just give me credit if $13.75

  Don't say that they expecting me, 

  Do the right thing.

  JJUST REFUND

   

  Business response

  12/06/2023

  Refund has been processed.

   

  sincerely,

   

  *************

  Product Warranty Dept.

   

   

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchase almost **** sqft of tile from Bedrosians in January of 2022. Tile was installed and completed in February. We have had ongoing discussions with their customer support that are well documented in the supporting documents, including many pictures.Brief synopsis, the tile that we received and installed had poor quality control and arrived with a variety of sheens. This tile, however, is only sold in matte. The tiles were carefully inspected before install and some obvious color issues were spotted, removed, and reported to the company. We were told that the color issues were actually a different product line and to pull them out. Sheen issues were NOT detected at any point in the process because windows were covered with plastic to protect them from tile and wood dust. When tile job was completed, and plastic removed from the windows, it was revealed that the tile sheens were bad and it was too late to fix anything.In order to address the issue, the entire floor would have to be removed and replaced, which would have many expenses on top of the tile cost. This cost was estimated at $40,000 a few months ago and has since only gone up. The main cost is labor as this is a very difficult process. Next largest expense is the expensive radiant heating system that was laid under the tile floor and would be impossible to avoid damaging during a tile replacement. We have corresponded with Bedrosians manager in ************** who relayed information to their corporate office. They send the manager to our home to verify and take pictures of all the issues. We recently received the claim closure notice in which they washed their hands of the problem and would not do anything more to resolve the issue. We find this to be an unethical business decision and obviously do not agree with the outcome. We would like to see the company make things right provide us with the high end beautiful flooring we paid for. Which would include all costs associated.

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