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Unread 02-02-2010, 02:41 AM   #1
SirElliott
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tile-experts.com problems

Is there something going on at tile-experts.com that would cause them not to even respond to phone calls? I ordered two Kerdi Drains last month and they haven't arrived. I did get an email conformation of the order placement.
I called and emailed last week to find out what was the status of my order. No response to either my email or phone message asking for a call back.

Their web site states they have a 24 hour phone support' but I just get a voice mail system. No option to talk to a real person.

Tomorrow the plumber is scheduled to install the drains. I guess that isn't going to happen which means no final plumbing inspection. Which moves every thing back until the drains arrive.

We have a HD in town but the have never sold any Kerdi products. They can order them. No one carries Kerdi in Central Washington-Wenatchee area except HD. Are there other online stores that carry Kerdi products that are reliable?

PS; I had good results with Tile your World when I ordered books from them.

Elliott
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Unread 02-02-2010, 02:52 AM   #2
dhagin
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I'm no help other than to say others will be by in the AM. Maybe they'll have a little insight. It's my understanding that Tile-Experts is only an advertiser here so not directly affiliated. I'll get corrected on this if necessary.

Hey, what are we doin up so late?
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Unread 02-02-2010, 04:23 AM   #3
SirElliott
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0 dark thirty

Trying to get things done that I can’t do during the day because I’m at the new house. I’m building it myself and trying to get part of it done so we can move in the house and get out of paying rent.

A few pics of the project http://cid-ea62df193ade9635.skydrive...House%20photos

Now I’m going to try and get a few hours horizontal before meeting the plumber at 7:00 am. We are supposed to get snow tonight on this side of the Cascades.

See ya later

Elliott
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Unread 02-02-2010, 06:02 AM   #4
bbcamp
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Tile-experts was hit with a epidemic of food posioning last week, so they are probably covered by a backlog of orders. Give them a call today to check on your order.

Also, if you are ordering Schluter products, they are having trouble with supply and demand.
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Unread 02-02-2010, 11:07 AM   #5
cx
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Elliot, I can't speak to your particular order, but I just spoke with Tile Experts.com and they indicate that all orders have been fulfilled to date as of early this morning.

I forwarded a link to this thread and hope to see some response from Tile Experts.com. They're very much aware how public complaints on this site are and are sensitive to such exposure.

Problems come up in any business, but communication is key when that happens. David Taylor (Boss guy) is usually much better in that arena.
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Unread 02-03-2010, 07:10 AM   #6
David Taylor
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Hello, everyone.

January was not a banner month for us here. We closed for the first time ever in eight years for the Christmas break (Dec. 16 - Jan. 4) and came back to a host of unexpected orders over the holiday season. It's normally our slowest time of the year, and we had planned to use this break to give us time to work on the new website. We got through the first backlog of orders mid-month.

Prior to this in late December, we started receiving a slough of calls from people saying we charged their credit card when we hadn't. I found out that our credit card processor (who will remain nameless for now) had a glitch in their system. The people calling us had bought from XYZ company (XYZ was using the same credit card processing company as us), yet our company name would show up on their credit card statement instead of XYZ's. The people would call us confused as to what sort of business we were and why we charged their card. After checking to see if they were a customer of ours and not finding a connection, we'd tell them to dispute the charge with their credit card company. Interestingly enough, this was only happening with American Express cards.

After the initial few calls early on, we informed our credit card processing company of what was occurring. They first denied there was a mistake and brushed us off. When we started getting one or two similar calls an hour, we called them back and told them they definitely had a problem they needed to look at - now. At its peak, we handled 38 calls within a 24-hour period about this problem.

Needless to say, this really cut into the time spent for normal (and fun) activities... like answering emails, taking help calls and for packaging orders. We had to prioritize these problem calls over other ones because our reputation was in imminent danger. We weren't going to let a huge mistake by another company stain it.

Thankfully, we're currently down to one or two calls a day about this issue. The credit card processing company has since sent out emails to XYZ (and a few other companies) telling them to inform their customers of the mistake. All told, we handled over 600 calls. I hope each of our customers understand why we proceeded the way we did; it wasn't an easy choice to make for a situation thrust on us out of the blue.

It's also true we were all sick a few days last week. I was out for a day and the other two here took a couple days off; local pick-ups and deliveries were put on hold for five days and there were three days we didn't ship a single thing. Blame it on a late-night pizza shared by all of us on Tuesday after a 17-hour day.

We also changed from FedEx to UPS as a carrier last Tuesday as well. If you have a tracking email from FedEx, you can disregard it as you've likely received the new email from UPS on the status of your shipment. Most back-orders will be processed by Monday and you can expect the same great level of service we're known for by then.

Again, we do apologize for many orders being delayed. Would I wish these things upon another company? No.

(well, maybe against a certain credit card processor)

David
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Unread 02-03-2010, 12:46 PM   #7
SirElliott
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Thumbs down Still no information

OK, You had some issues. Now what is the problem? You stated that your backorders would be cleared by Monday. It is now Wednesday and still nothing.

You haven’t returned phone calls,
the order hasn’t shipped,
because the drains weren’t here the plumber is going to charge a come back fee,
I can’t have an inspection until the drain is in
and we can’t move forward without an inspection.
I sent my crew home today because we can’t work.

I still have no idea when the order will ship.

To the rest of the Forum; Who else carries Kerdi? Should I just order from HD?

Elliott
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Unread 02-03-2010, 01:38 PM   #8
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Elliott,
Pretty easy to find dealers that carry Schluter products - http://www.schluter.com/dealer_locator.aspx

I don't think I've come across a manufacturer of some product that doesn't have an online dealer locator of some sort. Worst case, pick up the phone and call Schluter direct to see what they can do to help you out -

Schluter-Systems L.P.
194, Pleasant Ridge Road
Plattsburgh, NY 12901-5841

Phone: 1-800-472-4588
Fax: 1-800-477-9783

Email: info@schluter.com
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Unread 02-03-2010, 02:28 PM   #9
ceramictec
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Quote:
Originally Posted by SirElliott
We have a HD in town but the have never sold any Kerdi products. They can order them. No one carries Kerdi in Central Washington-Wenatchee area except HD. Are there other online stores that carry Kerdi products that are reliable?
I dont know whats happening to these online stores, But I get my Kerdi, Ditra,
Kerdi drains and any other Schluter product from my local Bedrosians.
I told a few tile guys on here and they have started getting it from Bedrosian's also.

I usually get it next day since they always have it and stock tons of drains and rolls.

there pricing is better for me then all online stores I have looked at,
but I use a good amount of it and I'm a tile contractor.

people from California buy from the Bedrosians down there and I see they have a location in Washington State too.

http://www.bedrosians.com/

Bedrosian's
Kent (Seattle) #160
6841 S. 190th Street
Kent, WA 98032
(425) 272-2700
FAX: (425) 272-0960
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Unread 02-03-2010, 06:31 PM   #10
johntrent
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Bedrosians does a great job for me - great pricing & always plenty of stock. I'd recommend them to anyone - a definite
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Unread 02-03-2010, 06:33 PM   #11
Brian in San Diego
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Unfortunately Wenatchee and Seattle are quite a distance apart but perhaps Bedrosians will ship.
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Unread 02-03-2010, 06:36 PM   #12
johntrent
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Bedrosians will ship Brian - they have shipped material for me direct to 2 jobs we did out of state.
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Unread 02-03-2010, 07:07 PM   #13
ceramictec
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last Monday a.m. I ordered a Kerdi drain, 108' roll, 54' roll & a 98' 5" roll
of Kerdi band and had it the next day, Tues at lunch at my job site.
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Unread 02-03-2010, 07:43 PM   #14
David Taylor
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Elliott,

I had said the back-orders -will- be cleared by Monday (as in this upcoming Monday).

This afternoon, I checked with a few of the companies in Spokane, Seattle and Portland I used to deal with to see if they had both drains for you. I heard from two (none in stock) and am still waiting for five to call me back.

One of the improvements on the new website is a field for "must-have-by date". This feature will save the majority of people money who use express shipping when Ground shipping will suffice. It'll also let us plan better when bringing in inventory.
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Unread 02-03-2010, 09:49 PM   #15
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i looked at http://www.bedrosians.com/
all i saw on their website was tile in the product lineup. Hammy
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