ComplaintsforPorcelanosa

• Initial Complaint

  03/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We purchased some tiles for our house remodeling project from Porcelanosa ************. They promised to get stuff ready to pick up within several weeks. Later they said items won't be ready until several months later. Our project cannot wait that long so those tiles are useless to us. They refused to return them. We disputed in our credit card company and provided email proof. The dispute was closed with refund to us. However, somehow Porcelanosa managed to make charge again. We just filed another dispute through our credit card company.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought about $****** worth of items back in November , 2021. They told me that the one vanity will take 8-16 weeks. Basically it's been sitting at the ******* port since January. I am not sure I fully believe it. I tried to ask if there is anything at least I can exchange it with and the owner and the sales person will not answer their phone or even when I go there allow me to do anything and all they say via email or in person are vague, ambiguous answers. my bathroom has been complete for a? month but missing vanity, how long should is reasonable to wait and without any believable story or reason

  Business response

  07/26/2022

  Business Response /* (1000, 8, 2022/07/13) */ Contact Name and Title: ********************* Contact Phone: ********** Contact Email: ***************************** Shipping lead times to the West Coast from ***** has increased massively due to the delays that West Coast Ports ********************** are incurring, as well as due to reduction of shipping lines serving this routes due to the previous comment. We don't have any order under an account called **************** Is it possible to obtain the Sales Order # that they are referring to so we can look into this and provide a more specific response to this claim? Thank you,

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding to product re-stocking refund issue with Porcelanosa. I bought tiles from Porcelanosa for my house bathroom floor & wall. After installation, some tiles left over. I returned to Porcelanosa. Based on their Re-stocking Policy (see attached pdf file), they should send the refund check ($324.13) to my contractor within 10 business days (I bought the tiles through my contractor's account in Porcelanosa, but paid with my personal check). After 9 Biz days (11/18) passed, in email follow up with their staff, ***************, she apologized that Porcelanosa accounting team missed to send the check and said the accounting team make sure I should receive the check within last week (which ended 11/28). In today's email follow up, ***** apologized again because the accounting team did not send check till now. She had to escalate to her manager. I would like to ask BBB's help to get my refund as soon as possible. Because Porcelanosa has violated their own refund Policy, I would ask a penalty of $35 dollar to send me in addition to the refund, which is similar amount of credit card charge for late payment. I wish this penalty could be a good lesson for Porcelanosa not to do the same to their future customers. Then, the total payment to me should be $359.13. To be fair, the staff (both the sales and specially the cashier, *****) did professional job, did all they could do. The complains is to Porcelanosa Accounting.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/03) */ Refund Check for Account ******* is actually in transit under tracking ******************. Delay in the departure of this refund check came as the request came from an unrelated person to the Sold To Entity (person issuing the complain does not work for the Company that appears as the Sold To Entity in the Order) and Accounting had to verify that the information was accurate before issuing this refund check. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contractor & I have received refund check on 12/9. But I could not accept Porcelanosa's response, which appeared as using diplomatic statement, instead of stating the truth. The background for the reasons below is I hired my contractor to do the bathroom work. We selected the materials together at Porcelanosa showroom. I bought them through my contractor's account there but paid full value with my personal check with "pay to" Porcelanosa directly. So that reasons are 1) I'm not a stranger to Porcelanosa, they have my check and could verify my information within 30min by looking into the sales order and payment check. But it took 25 days for them to send refund check. 2) The supporting doc -- emails with their local staff - *****, indicated that ***** has called accounting team on 11/8 with my personal check info-check #****. This was the same day when I returned the materials. ***** requested them to send refund to me directly. but was turned down, based on their "policy". We followed their way to wait the check being sent to my contractor. The key point here is at that time, they should already have my information. 3) On 11/19, ******* email said she called accounting team again, and they did mention they missed it & will make sure I get it the following week. This indicated they already had my information and agreed to send the refund with committed date. 4) Then on 11/29, ******* email said accounting team delayed again. She had to escalate to her manager for help. On the same day, I filed BBB complaint. Thanks to BBB to forward my case to Porcelanosa on 12/1. As you could see from their response, they sent out check on 12/3. Without BBB's kind and great help, I'm really not sure how long they will hold the refund check. As a summary. these facts above vs their response does show this company is NOT reliable & accountable-due to violating their own "return policy", is NOT trustable -- due to not admitting their fault honestly and following up with correction, instead of using lie, and is NOT respecting their customer's right--breaking their own policy only on the part of their commitment to customer. Acceptable response should be an official apologizing letter and a late payment penalty fee $35. For BBB convenience, the email communication with their local staff is attached again.

*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. ↩