I am an artist who uses glass tile on for commissioned projects. I got an order for a large piece my best repeat customer needed by December 23rd to transport out of state as an gift. I ordered my tile from Glass Tile Oasis on December 10th which given their 5 day "free" shipping gave me enough time to complete the piece in time. I did not receive an email or a call from Glass Tile Oasis until WEDNESDAY December 14th telling me one of the tiles I ordered was out of stock. The tile was not listed as out of stock when I ordered and was STILL available online as I spoke with the customer service rep (and I use that term lightly). I amended my order and asked if they could take care of the expedited shipping since they had failed to update their website for AT LEAST four days if not well before I ordered. I was told with disdain "In tile we make mistakes all the time so no we cannot take care of expedited shipping" I can only imagine what my boss would say if my excuse for making a mistake at work was I make mistakes all the time!
I asked to speak to her manager and got another customer service rep with a snotty attitude who argued with me about the website being updated, only to put me on hold and come back 10minutes later confirming their website had only recently been updated; she still refused to take care of the expedited two day shipping. At that point I said I would just pay for the expedited shipping. She told me not to bother because the tile would arrive on Monday December 19th regardless. She told me I would have a tracking number in my email box the next day (Thursday Dec 15th). Not only did I not get the tracking number (which means to me it did not ship) but the revised order confirmation had THE WRONG TILE on it! I waited all day for the tracking number until the 11th hour and finally I called my client, explained the situation and advised him to go a different direction with tile if he wanted the piece in time. It was the only choice I had to keep my client.
After another hour of searching for and deciding on tile I emailed Glass Tile Oasis to IMMEDIATELY cancel my order because once again they had dropped the ball and not done what they said they would do. I called the company early the next morning to confirm the cancellation. I was told the order shipped the "day" before. The tile in actuality had shipped at 9:45PM. I told them I had to go a different direction and would be sending the tile back and because they had failed in so many ways that I would need them to pay the return shipping. I was not asking for anything free - just for them to take responsibility and pay for their mistakes in the form of return shipping. The customer service rep said they would not and that they were in no way responsible. I told her I would dispute the charge and contact the BBB and undoubtably the resolution would be them paying return shipping but she refused to budge and said that the product was now mine no matter what unless I wanted to pay to have it shipped back. It took me 15 minutes to finally get the name of a person higher up who could resolve this without getting the BBB involved and my bank and the name and number she gave me were FALSE. Well actually she just gave me the number back to her, at which point she/they refused to answer the phone. I emailed numerous times asking them to get back to me to avoid BBB involvement and heard nothing. So I filed a BBB report and a dispute with my bank.
HERE IS WHERE IT GETS EVEN BETTER. I finally received a return email from the customer service girl offering to pay the reeturn shipping. When I responded asking about the process I received instead, an email from their legal department saying that since I had filed a BBB report they would no longer correspond with me! Why can't this company do what they say? Now I am left hoping the dispute goes through and I can somehow intercept the package and refuse delivery. I also have angered my own client and in the name of customer service, a skill Glass Tile Oasis is sorely unfamiliar with, I have had to discount my product at a total loss for my company. BUYER BEWARE not only is Glass Tile a rip off and a waste of money, they will cost you more in time and frustration than the cash they steal from you.
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