I went to the store to price a toilet. They gave me a price and said it included the toilet seat. I told them I already had a toilet seat and if it wasn't included would the price be lower and they said it would not make a difference as the toilet seat was included. I also priced it a Home Depot slightly higher without the seat. I went back to the store for a second time and ordered from them.
When the toilet arrived my son went to pick it up as I had recent surgery and could not go. He was given the item in a sealed box. That weekend the toilet was installed and the toilet seat was not in the box. My old toilet and the the toilet seat were discarded and on Monday I called the store to tell them the toilet seat was missing.
The person who I talked to on the phone said the toilet seats for the higher priced ones like the one I ordered should have been in the box. He placed me on hold and came back and said this must have been one of the few that did not include the toilet seat. He said he remembered telling me it was included but he made a mistake.
I reminded him that I wanted to order without the toilet seat if the price was lower and he said it would be the same. I told him I would have ordered from Home Depot which then would have been less price considering it did not include the seat. He said he was sorry, and I told him that now I needed to spend extra money because of their mistake, given twice incorrect information to me, and now I had to buy a toilet seat. I told him he needed to include a toilet seat. He offered to give me a toilet seat for another brand which would not have been the same match. I told him I wanted the right one. He said he would call me back.
I received a call from the person who gave me the price the first time I went there and said he was sorry but he had also given me the wrong information and "too bad" it did not include the toilet seat as he had told me. He said I could buy one from them at a lesser price. I told him that was not satisfactory and that when business people make mistakes like these, they need to "eat" them. He said he could not do anything about it and the best he would do was to sell me a toilet seat with a discount or return the item I purchased. I could not return it as it was installed already.
Since the item was purchase with AMEX I called and disputed a charge of $30.00 which is the cost of buying a toilet seat elsewhere as I want nothing to do with Guillen.
GUILLEN IS A LIAR. A liar. A liar. They told AMEX that I was advised at the time the item was picked up that it did not include the toilet seat but I took it anyway. Amex reversed the chargeback and believed them so for a second time I went back and told them to check the delivery receipt where it showed my son's signature as picking up. Not mine. So how could they tell me this? They lied! The second inquiry I sent to AMEX came back with a different excuse from Guillen. Boy.in order to lie, you need a good memory. Guillen is a liar.
PLEASE. Do not buy from them. They are liars and my next step is to report them to american standard who is the manufacturer of the plumbing fixture i bought from them. American standard needs to know that guillen is misrepresenting them. At least, if anything, I have made them work and spend time in sending information back to AMEX. They have sent wrong information and facts but it gives me pleasure to know that their accounting people have spent time regarding this issue. And this is not the end.
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