TERRIBLE customer service! Would rate a zero if it was an option.
I ordered tile from Castle for a new bathroom and was told by my installer that I would likely be short 3 boxes. I called Castle to order 3 more boxes and was quoted a price which was almost double the $ per SF than what I had paid for the exact same tile originally (way above and beyond supply chain inflation). I was shocked at the price increase but that was the best they could do and they wouldnt move on price. I felt like I had no choice but to go ahead with it as I didnt want to run short on tile and lose my tiler do another job while waiting for the tile to arrive.
When I picked up the tile, there was one broken which I left at the store. I said I would see how much tile was left over and told Landon I was fine with squaring up for the broken tile at the same time.
As it turns out I had ordered enough tile originally and did not need the additional 3 boxes ordered. I returned the 3 boxes to the store in the middle of July. I was told by Landon that there would be a restocking fee and that the shipping charge would not be reimbursable. I was fine with that. He said he would call the tile company and get back to me with what the restocking fee was. He never followed through on his word and I have yet to see a refund of any sort which includes the broken tile (which equates to over 4% of the order).
Over the last 5 months I have been calling and/or emailing Landon for an update as to the status of the restocking fee and my refund. Excuse after excuse (including blaming his coworker Amy for not getting back to me) and I have STILL not received a refund to date.
- Approximate cost of services:
- $1,400.00