This customer had already ordered $5700 in plumbing from us - on time- great pricing. They fell in love with a special order tile we had. They were FULLY acquanted with the fact that it came from Italy, was a special order and had an 8-10 week estimated lead time. Despite the time risks and my counsel that we could not guarantee timing they ordered anyway. When the tile came in the factory had made a mistake and shipped 1 portion of the 6x13 tiles (82 sq.ft. out of 264 sq.ft.) with a straight line pattern rather than square pattern on the tile. The colors were correct. To fix the problem a replacement had to be ordered FROM Italy with the same lead time. We then were able to cut it down to 6-8 weeks. Mistakes happen. We offered the customer his money back - NO he loved the tile. Since the lead time was so long we suggested changing his design and he could have the line pattern tile free - NO he wanted us to airfreight the tile at our expense. He had paid $672.40 for that portion of the tile order and the air freight was over $980. We said that was unreasonable for us to pay that much for an honest mistake - which wasn't even ours. After numerous calls I finally convinced the importer to split the airfreight with us and we did airfreight the tile in at no cost to him and he received the tile in 3 1/2 weeks. \r
International Bath and Tile has been in business here in Dallas for 25 years and we do our best to please and satisfy all our thousands and thousands of customers. We feel that we did everything we could for this customer and are sorry that he felt all this was not enough.
Pros: We give ourselves a thumb up ... :)
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