T
Tile Shop
I'm gonna start by apologising for starting this one. I can see its got alot of peoples backs up. But tell you what, its given me food for thought. And I'm really sorry for offending anyone with my attitude.... It sucked, was completely out of order and I was wrong. Apologies. It won't happen again.
I'm glad there are some people on here who see it from the sellers side. BUT, even working for one, I can't defend a supplier for sending mixed batches so don't even begin to start trying to defend me.
Put yourself in the customers shoes. Tiles aren't cheap, and once they are up, they're up for a while. I'd be pi**ed if I had to look at that every day knowing i'd paid £2k for effectively my walls being smeared in turd!.
The reason I asked is that we DON'T intentionally send out mixed batches. If its the only way we can fulfil the order we inform the customer and give them the option to accept delivery and inspect to see if they are happy to continue. If not, we collect and either refund or offer an alternative.
Then there's the issue of human error. So we have our system in place to stop it happening. But people make mistakes and it can happen. Warehouse, QC staff not paying attention, FLT drivers loading wrong pallets. Not condoning it by any stretch, but that order could potentially cause a whole world of pain for a fitter and end-user.
Agree or Not. My hands are tied over this. But, our policy is, mixed batches or not, that the customer receives delivery, checks it and notifies us within 48 hours (this is very loose as we realise this is not always an acceptable time frame) if there is something they are unhappy with. Then we have a chance to rectify it. But alot of you say "who pays the tiler if somethings wrong?". Our stance is, the customer shouldn't even be booking a tiler unless they have a product that they are happy for a tiler to fix. Rightly or wrongly, we say the customer. Go to a shed and pick them off the shelf, you can see what you're buying and can make a judgement there and then. Order over the phone or online, at some point they must make sure its what they want. And that is not when they are fixed, or a tiler is waiting to carry on.
The factories issue warnings on the box saying "no complaints once fixed". Most companies say tough, jobs done, can't do anything. We on the other hand, can sympathise, throw the policy out the window and say "sorry, they shouldn't have been fitted, but heres another x-amount of tiles to rectify the problem. In terms of who does the job or pays for the remedial work, we say is down to the customer. Because if they had checked on delivery for shading, damages etc, we'd have had the chance to sort it long before a tiler was even in the diary.
Our complaints follow when the customers ignore this and are then surprised when its not what they expected. Seeing you guys issues over this, I can definitely sympathise with the fixer. You should not be called unless the customer has got something they are happy for you to fit, regardless of who the supplier is.
You have all contributed and put forward some good ideas, some that I can take back to the "powers that be". I'd love to promise that we'll implement some of them and the world will be a better place for everyone but I don't know.
Thank you all and apologies once again.
I'm glad there are some people on here who see it from the sellers side. BUT, even working for one, I can't defend a supplier for sending mixed batches so don't even begin to start trying to defend me.
Put yourself in the customers shoes. Tiles aren't cheap, and once they are up, they're up for a while. I'd be pi**ed if I had to look at that every day knowing i'd paid £2k for effectively my walls being smeared in turd!.
The reason I asked is that we DON'T intentionally send out mixed batches. If its the only way we can fulfil the order we inform the customer and give them the option to accept delivery and inspect to see if they are happy to continue. If not, we collect and either refund or offer an alternative.
Then there's the issue of human error. So we have our system in place to stop it happening. But people make mistakes and it can happen. Warehouse, QC staff not paying attention, FLT drivers loading wrong pallets. Not condoning it by any stretch, but that order could potentially cause a whole world of pain for a fitter and end-user.
Agree or Not. My hands are tied over this. But, our policy is, mixed batches or not, that the customer receives delivery, checks it and notifies us within 48 hours (this is very loose as we realise this is not always an acceptable time frame) if there is something they are unhappy with. Then we have a chance to rectify it. But alot of you say "who pays the tiler if somethings wrong?". Our stance is, the customer shouldn't even be booking a tiler unless they have a product that they are happy for a tiler to fix. Rightly or wrongly, we say the customer. Go to a shed and pick them off the shelf, you can see what you're buying and can make a judgement there and then. Order over the phone or online, at some point they must make sure its what they want. And that is not when they are fixed, or a tiler is waiting to carry on.
The factories issue warnings on the box saying "no complaints once fixed". Most companies say tough, jobs done, can't do anything. We on the other hand, can sympathise, throw the policy out the window and say "sorry, they shouldn't have been fitted, but heres another x-amount of tiles to rectify the problem. In terms of who does the job or pays for the remedial work, we say is down to the customer. Because if they had checked on delivery for shading, damages etc, we'd have had the chance to sort it long before a tiler was even in the diary.
Our complaints follow when the customers ignore this and are then surprised when its not what they expected. Seeing you guys issues over this, I can definitely sympathise with the fixer. You should not be called unless the customer has got something they are happy for you to fit, regardless of who the supplier is.
You have all contributed and put forward some good ideas, some that I can take back to the "powers that be". I'd love to promise that we'll implement some of them and the world will be a better place for everyone but I don't know.
Thank you all and apologies once again.
