Shocking....and so disappointing

I went to Union Tiles in Bedfordview to find some second grade terrazzo tiles because they were affordable and a personal favorite of mine... after going through the showroom with the salesperson we realised there was not enough stock of any second grades tiles on show. He then tried to sell me damaged first grade tiles that were more expensive, but had been cut down and made good. In the end I decided to go for this as it seemed wise to get first grade tiles.

After the tiles were installed we noticed huge inconsistencies and noticeable streaks across quite a few of them. This concerned me and so I sought help from Union Tiles to try find some explanation.

Firstly, it was extremely difficult to received any feedback or get hold of the management because no one was ever available. And once I did get through to someone they would never get back to me. I phoned at least once a day for a week before they attempted to resolve the issue.

I found out after this process that I was sold second grade tiles and that they were actually more expensive because they were bevelled and sealed— not because they were first grade damaged stock. This really shocked me because the sales person had outright **** to me on the showroom floor and upon confronting him about this he then **** again to his manager saying that he had explained to me that these tiles were second grade and would show batch differences upon laying.

After speaking to senior management about the issue and trying to get some sort of resolution the whole endeavor was for nothing. She completely deflected and avoided taking responsibility for any of my concerns and then refused to respond to my emails addressing the bottom line of being **** to on the showroom floor.

When she did contact me she was condescending and outright rude, which I found completely shocking coming from middle management. She treated me as though I was a child throwing a tantrum because she refused to address my issue. I honestly thought I was being very reasonable and understanding throughout the process but I feel that she was treating me so badly in order to try and scare me off into not enquirig any further about the matter.

Suffice to say that the issue was still not resolved, and I’m ok with that because I still can appreciate the tiles that I received, but I was left feeling overwhelmingly disappointed at the way I was treated throughout the process.

I’m not looking for an apology but I seriously think that the staff need to go on training regarding customer service— even senior management who may feel that these s****s are above their pay grade. A company is built on good customer service, not just good products.