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Unread 02-08-2010, 12:33 PM   #31
Kman
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I've checked a couple of other sites where I had compared prices in the past. Both of them have discontinued their Schluter sales.
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Unread 02-08-2010, 02:19 PM   #32
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I think "those other websites" are all the same company
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Unread 02-09-2010, 07:26 PM   #33
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Good news on the shipping front!

UPS just picked up the vast majority of back-orders, so tracking information should be updated for those who received emails from them.

Elliott - I've upgraded your shipping, so you should see your drains by Friday.

*
*

I just had a short conversation with a long-time customer... he talked about reading the complaints here on the forum against us and was a little dismayed by it all. He said we should mention that our problems began when Schluter imposed their policy of no pick-ups from their facility (January 1st, 2009) and no drop-shipping (July 1st, 2009). Up until this point, back-orders were almost unheard of with us; orders left the same day as we received them.

Of all the things said to us (either on the phone or through email), the biggest complaint is that we didn't keep you - our customers - informed. We could have brought you up to date when and why orders were delayed, but failed to.

I most certainly agree with your criticisms.

The BS we went through trying to keep our good name with the CC fiasco took away valuable resources from things we like doing. We like talking to our customers; helping them with installation questions or making sure they feel comfortable with their project. There's no better compliment than the "Thanks for the help" as the phone call ends with them.

I just wanted to say it might seem to an outsider or a customer not familiar with us that we're just a regular internet supply company, but we're not. We're the only company that offers 24-hour phone support (none of the largest companies don't offer this). Let me say it again; not Schluter, Laticrete, Mapei, DuPont, DalTile, Custom Building Products, Nuheat, Noble, Target, MK, Bedrosians, Master Tile or any other large participant in the industry offers this service.

The question is not why we do it.... but rather - why don't they? The simple answer is because we're not them and they're not us. We like helping and we're there when others aren't. We take the passion of tile to another level and yes, sometimes we fail to meet the high expectations of ourselves and of our reputation. I'm not shy about admitting we let a lot of you down.

It wasn't due to a lack of effort by any means. We went with the information we had at the time and it turned out to be wrong when we promised items would be there when we said they would. You should all know a lot of long, hard hours were put in trying to make things better for our customers. Still, we take the blame where it's due.

I'm going to have an adult beverage and put my feet up for the night. Tomorrow will be a better day.
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Unread 02-09-2010, 07:50 PM   #34
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Ordered from here. Wasn't cheap, but was at my door fast.
http://www.tileprotection.com/home.php
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Unread 02-09-2010, 08:15 PM   #35
ceramictec
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there not selling Kerdi or Ditra anymore.

Kerdi
Product not available. For other tile shower waterproofing options click here.

Ditra
This product is not available. Click here for other options.

so why buy anything from them.
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Unread 02-09-2010, 08:23 PM   #36
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Oh well hell. They sold it when I bought it. What's the deal with Schluter? Emser dropped them.
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Unread 02-09-2010, 09:08 PM   #37
ceramictec
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I think like it said these places never actually had the stuff in their hands and were just getting it dropped shipped.
heck anybody can take and order & money and have someone else send it out.
places that are good to buy it from are the ones who actually have the inventory
on hand of Schluter products and can send it out from there place.
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Unread 02-10-2010, 06:06 AM   #38
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Unread 02-10-2010, 02:12 PM   #39
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I need some help.
I have recieved a portion of my order (Kerdi pan and curb). I actuall got through to a human being once and they said my order was on its way after waiting a week and a half. Only to find out that they were only shipping the two items when it arrived at my door.

Now my bathroom is waiting for the rest of my order (Rest of the Kerdi Shower kit, Ditra, and KerdiFix).

I have called atleast a dozen times and have gotten no response from anyone at Tileexperts.com. I have left messages with no return calls.

I need some help
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Unread 02-10-2010, 02:46 PM   #40
ceramictec
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Quote:
Originally Posted by Hornett0712
I have called atleast a dozen times and have gotten no response from anyone at Tileexperts.com.
I have left messages with no return calls.
Quote:
Originally Posted by David Taylor
We're the only company that offers 24-hour phone support
so your not getting through on the 24hr hotline ?
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Unread 02-10-2010, 08:16 PM   #41
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Joseph,

Your tracking information should have been updated by now. We see that the package is due for delivery tomorrow.

Unfortunately, we've had a run of technical questions that have taken some time to fully answer. Yes, we do have a 24-hour line, but sometimes you have to wait to get a live person. Add to that we're dealing with about 14" snow outside which has to be cleared before the city starts levying fines.
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Unread 02-10-2010, 08:28 PM   #42
Hornett0712
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Thank You for the follow up. I haven't recieved any tracking information for the shipment, but if its here tomorrow, I don't need it.
Truly, it was more upsetting not getting a response opposed to not having the product. Regardless, you took the time to answer on this board and that says alot. Typically, any company that I have been involved with on a board and takes time to answer on said board, values their customers and what they are going through.

Thanks again for responding.
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Unread 02-16-2010, 09:14 AM   #43
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My order from Bedrosians was delivered
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Unread 02-16-2010, 11:01 AM   #44
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on a positive note about tileexperts.com - the one time I ordered Kerdi from them was literally the fastest delivery of anything I have ordered EVER, other than a pizza. I ordered it at 7am on a Saturday and the homeowner called me 3 hours later (10am saturday) to tell me a bix box of orange wallpaper was on her doorstep, lol.

I am only about 45 minutes from their Bayonne facility so I guess they just had a private courier deliver it instead of UPS/Fedex.
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Unread 02-16-2010, 02:09 PM   #45
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We actually used to supply tile-experts.com their schluter products and were told a while ago to shut down selling it to them due to schluters online policy. That's as far as I know about this issue...i don't know if they found someone else to supply them that's taking longer..
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