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Keith R

1 reviews | Active since Feb 2010

05 Jan 2025, 07:48

Online Sales Leaves Mass Confusion

I placed an online order for a pool coping and 10m of Torino bullnose edging. When I picked up my order I noticed 2 additional pool copings and half the meterage of Torinos I ordered.

Upon several emails and phone calls to the online store, the sales person convinced me that the meterage of the Torinos was correct, she showed me a screenshot of what she said I ordered. She also said that they gave me 2 additional copings for free as there was a minimum order required. She did admit that the invoice provided was incorrect.

I then went to the Store to place an order for the balance of the Torinos I needed, however the price I paid did not match what the online sales person said the price was. It seems that the invoice provided was actually correct and what I paid for was not what I received.

I cannot understand how invoices and orders don’t add up for such a large company.

0
Replies (7)
Italtile
Italtile's reply09 Jan 2025, 11:15
Official
Good morning Keith,

I apologize for the delayed response; I’ve just returned from annual leave today. I will promptly look into the matter with our online store and showroom and get back to you as soon as possible. Providing excellent client service is our highest priority, and I will get back to you. 

Thank you 
Nicole Russell
Italtile Marketing Manager
Italtile
Italtile's reply10 Jan 2025, 12:17
Official
Good afternoon Keith,

I have been in touch with both our webstore and the Umhlanga Showroom. After speaking with Josh, everything is in place with your current order, and we are simply waiting for the stock to arrive.I have also informed our webstore manager about the concerns regarding the invoices. Lauren Myburgh will investigate the matter with Jazim and will reach out to you directly.Please don’t hesitate to contact me if you encounter any further difficulties or have any additional concerns. I’m happy to assist wherever needed.

Thank you 
Nicole Russell 
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KR
Keith R's update10 Jan 2025, 13:04
Reviewer Update
Thank you Nicole for taking the time to look into this matter, however the issue above does not relate to the Showroom order with Josh at all, it’s related to my previous online order.

Please contact me for further detail.
Italtile
Italtile's reply20 Jan 2025, 10:09
Official
Good Morning Keith,

 I had a follow-up discussion with our Webstore Manager and understand that she is in touch with you to address and resolve the issue of incorrect invoicing. Lauren is handling the matter on her end and will continue collaborating with you to ensure it is sorted out. 

Please reach out, should there be further enquiries. 

Thank you 
Nicole Russell
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Italtile
Italtile's reply03 Feb 2025, 12:54
Official
Good afternoon Keith,

I received confirmation from our Webstore manager that all has been sorted, and the credit has been allocated to your Italtile account.

Please let me know if there is anything further you require, we will gladly assist.

Thank you 
Nicole Russell
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KR
Keith R's update03 Feb 2025, 16:38
Reviewer Update
I can confirm that the Webstore manager assessed the complaint and resolved the issue, happy with the outcome.
Italtile
Italtile's reply31 Oct 2025, 08:05
Official
Good day Keith,

To our understanding, this matter was resolved with our online team.

Thank you kindly,
Nicole Russell
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