The Art of Tuscany

unknown

Very knowledgeable and helped us make the best choices. Delivered what we wanted when we wanted it.

Frustrating Experience with inadequate resolution. We took a sample from another tile store in to try to improve the price. We were happy that we found an exact match and proceeded to order with a young man we liked a lot. When we left, he was going to do a little research to get the correct name and we were going home to remeasure the room so we could call that in. I did call in with the correct measurement and my credit card number so they could finalize the order. Art of Tuscany provided us with the name of a contractor whom I liked a lot--he was not an employee of Art of Tuscany. On the morning of installation, the installer picked up the tile as ordered by Art of Tuscany. The instant I saw it, I said, something's wrong--this is not the same as the sample we took to Art of Tuscany. With workman standing around ready to get started, I first called and then rushed over to Art of Tuscany to straighten out the mistake. They reordered (still a wrong name) and Stefano, the owner, insisted that he needed to pass the restocking charge on to me because they don't make that much on a sale! They charged me a 25% restocking charge which I went ahead and paid as I felt that 1) workmen were waiting and I wanted to get it taken care of right away, 2) I didn't want the young man who helped us to lose his job, 3) at that time, I didn't have a way of proving what we ordered and 4) I was upset but felt that I would take care of it later. Two days later when the tile was in, I rode with the installer to the distributor to be sure we got the right tile. I learned a lot including the fact that the restocking fee was 15% not 25%. The fact is Stefano was charging me a restocking fee of $529 which was not 15% of his cost of goods--it was 25% of the total which included his profit. The short version is that he MADE money off of THEIR mistake. After many e-mails, my paying the installer extra for the inconvenience, and a trip to talk with Stefano, he finally refunded $263 of the restocking fee which I figure is equal to the amount he actually made. I am still out what was probably the actual restocking fee he had to pay for their mistake. Trying to reason with Stefano is frustratingly impossible as he keeps changing his story to suit his purposes and will tell you that black is white if he has to in order to win a dispute. I could go on, but think it will suffice to say that if all goes well, you will be happy, but they lost my trust as I feel strongly that what Stafano did was wrong, wrong, wrong. I am a 69-year-old female and feel completely ripped off.