Lynne B.
Carmel Valley Store A Train Wreck
When we first purchased tile for our bathroom, it was easy. Then we decided to get the same tile in an opposite color scheme for our shower niche. We found that the store was out of that color so we ordered 8 pieces to be sent from their warehouse. I call the store to check on status and she says it might be another week. Not good as our tile guy comes in 2 days. I asked the person who answered the phone if another store had them in stock, and she told us that there was one about 25 miles away. I call and explain that we prepaid, but our order had not arrived and asked them if they could please put 6 pieces aside. She gave me a really hard time until I finally begged and she relented. I thought to myself what bad customer service that was. She seemed put out by my request. So we leave our plumber here working and drive half an hour to this store, where nobody knows anything. I had stupidly neglected to get the girl’s name so I had no reference to at least try to see what happened. We wandered about, following one sales associate who was trying her best, but she said that although the system shows 36 tiles in stock, they’re discontinued so it’s possible that they were discarded. Who does that? And why weren’t they willing to be helpful when I had them on the phone. Happily, my good friend Carole had redone her kitchen using the tiles we needed and happily, she had enough left over for us to borrow until ours came in. So, my complaint is mostly for the poorly run Carmel Mt. Ranch location. Morena Blvd. in San Diego has better trained staff, but it seems like the communication between stores is a bit off.