How's this for customer service....

[merlecollins]

After persuading a customer against ordering her tiles from another supplier because of delivery doubts I put an order in with Topps about 3 or 4 weeks ago for 80m2 Zamora 60x30 and 22m2 Zamora 30x30. Made it quite clear, although unnecessary in my mind, that I needed the 60x30 tiles all in one shade and calibration as it was for one area. They had said if I ordered it I could have it within a week.....

Anyway, I got one pallet of the 60x30 last week and the remaining tiles, including the 30x30 today :mad2: - to be fair the lateness was due to the haulage contractor and not Topps.

Went in today to start fixing the 30x30 today only to find that it was in two shades, which left me unable to complete the relevant areas:mad2: spoke to the lad there who accepted responsibility and began seeking replacement tiles.

Just before I left I thought to myself - I'll check the 60x30 just to make sure they are all one shade - no such blinking luck....:incazzato: I have 40m2 of one shade and 40m2 of another. I rang Topps straight back, bearing in mind this floor has to be complete by the end of next week

After a lot of head scratching and internal blame seeking they have left me with - 'we have the quantity of the correct shade that you need, but it is for a customer who is collecting in the new year, so we have left it with our head office to find you some' and ' if you can find a haulier to return the incorrect shaded tiles you have back to us tomorrow, we will send you the ones we have' - bearing in mind I am an hour and half ferry crossing and then a 2 and half hour drive away from this branch of Topps and it's New Years Eve tomorrow I don't fancy my chances. To be tfair to the only lad that had the bottle to actually speak to me, he said I was in the right and he would have got the tiles out to me today and sort the wrong ones out later, but he had been 'outranked' by a duty manager who wouldn't even ring me!!

What a total P*ss take - I've just started using this shop and i'm sure they've got bigger fish to fry, but they've had in excess of 200m2 of business from me since October and you would expect better

I've said I would cancel the order and get my dosh back if they couldn't sort it, but it didn't seem to move them at all - only gave them a way out - also I would be cutting my nose off if I did that and would cause severe embarrassment with my customer....

 

[diamondtiling]

Thats Topps for you.

 

[tommyzooom]

Poor

I hope they're reading this

 

[jay]

always check tiles and batch numbers before fixing will save a lot of headaches :8:

 

[White Room]

It's all left to you now to sort the problem out:incazzato:

 

[merlecollins]

The worst thing is that they are all paid for - otherwise I think they would be more helpful....

 

[mikethetile]

ive stopped using topps

 

[merlecollins]

Anyone know if they operate an 'Area Manager' system?

 

[diamondtiling]

Sale of goods act rings a loud bell, send them back at their expense, they will have to reimburse you, big firm, terrible service.

 

[merlecollins]

Its not necessarily the expense of returning them mate, as they have accepted fault (not that there was any dispute) - It's the fact the I have to have this floor finished next week and they are nit showing any urgency AT ALL from store management level.

I told the lad that I feel like as they've had the order and the money they couldn't give two hoots about my predicament - incredibly short sighted in my opinion