Reviews
2 Customer Reviews
Review from Ddd L
1 star10/07/2024
Do not order from PlumbTile without first reading their return policy. They will not allow you to just exchange an item (in my case, I wanted to exchange my unopened item for the same item in a different finish). You have to return the original item and that will be subject to a 25%+ restocking fee and you'll need to pay for return postage. Not great, but fine, that's what their return poilcy says. However, once I sent them the item, they claimed that they received a cut-open/empty package at their end. Despite my receipt showing that the package was indeed in tact when it was mailed, rather than take responsibility and submitting a claim, they told it me that it was fully my issue to resolve and they would not issue me a refund. I did take it up with *** and they reimbursed a partial amount up to their limit for the mailing. Don't make the same mistake!
Plumbtile.com Response
10/09/2024
Hi *******. Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you experienced with the return process. Customer satisfaction is very important to us, and we understand how challenging this situation must have been for you. We're committed to reviewing your case further to see where we can improve our return process and communication. If you'd like to discuss your experience in more detail or if there's anything else we can do to assist, please don't hesitate to reach out to our customer service team directly at ******************* We value your input and hope we can restore your confidence in us moving forward.Review from Mark B
1 star11/28/2023
Ordered a replacement cartridge for my shower fixture on 11/16/23. After a week, had still not received shipping notice, so I called. Was told the item would ship the next day. Another week goes by and no shipping notice, so I call again. I am put on the phone with "****", a warehouse manager, and am told there is no record of me having called before and that the salespeople are out to lunch. After an unpleasant conversation, I am told to wait for a call back from the sales department when they return from lunch. Needless toe say, I will be canceling my order.Plumbtile.com Response
12/01/2023
*********** terribly sorry for the inconvenience and frustration caused. Cartridges are usually a stocked item and in this situation Watermark was back ordered and the item did not get shipped. We let you down by not keeping you advised of the delay for which I sincerely apologize! To do right by you please accept a 5% discount on a future purchase if this is agreeable please drop me an email at ****************** and I'll have this documented. I appreciate you letting me know about this situation so I could use it as a training tool, we will not let this happen again!
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