EMSER TILE

Was told by Nebraska Furniture Mart that I could get samples of tile for my kitchen project from Emser because that is who they use. Went to the store on Lackman and waited approximately 7 to 10 minutes before anyone assisted us. They promised two tiles would be mailed to our home in order that we might choose one for our project. Tiles have never arrived. Obviously Emser doesn't need our business.

It didn't go well! It's difficult for me to describe, because there were so many problems in this entire transaction. I made about 3 or four trips in all, to see and discuss what was available at our bid price and pick up samples, to meet with our decorator for a final decision, and then made a follow up trip when there was a problem with the tile after it was installed. One of the staff was helpful (I think her name was Dawn), but she wasn't available much of the time. The other staff person was not . It was painful working with her, because of her sour attitude and her habit of putting me on the defensive. Sorry, but I didn't get her name. In addition, she made two important errors: 1) She gave incorrect information about her product (the sealant) to the decorator (I was there and heard it). Based on what she told us, the decorator chose the described product for the sealant. But, as it turned out, the information provided was incorrect. The sealant did not work as she described. 2) She told the decorator that she would write on our order the grout color and sealant which the decorator wanted used for the job. She did not do this. The installer knew nothing about any special requirements. Fortunately, I asked him about the grout and sealant, or he would have used the wrong color and a standard sealant. But I was able to find the decorator's recommendations, and the Global Stone man (not the backsplash installer) went to Emser and picked up the grout color and sealant that the decorator wanted used. After the backsplash was installed, the finish wasn't as described by the Emser Tile rep. The Global Stone people asked me to go over to Emser to see what needed to be done to get the right result -- a rich finish that was darker than the unfinished tile. Dutifully, I attempted to resolve the issue. But this was a big mistake -- since I knew very little about products and processes, and I was unable to answer the many questions posed to me by the manager. (I came to realize that the company's standard approach with the end user was to put them on the defensive.) But I'm getting out of order. When I first entered the store, initially, I spoke with the woman who recommended the finish. She was extremely friendly -- possibly because I had complained about her to Global Stone -- but immediately called on the manager. Things went downhill quickly after that. He in effect said in so many words that I did not know what I was talking about! I quickly realized I was in over my head -- I agreed with him, and said "You're right! I don't know these products or what they do and I don't even know why I'm here." Our conversation got heated. Another customer in the store -- probably, a builder, intervened and told me what he used, even showing me a picture on his cell phone. Also, during this time, Dawn (the first kind lady, who was knowledgeable) tried to help. I noticed that, although it was mid- afternoon, the first staff member who recommended the sealant, got her coat on and left! There's a lot more to this story, but you get my drift. Finally, after more "discussions" and a phone call to Global Stone, I was given another sealant and told that the product we used (recommended by them!) wasn't ever meant to work as we expected. I left the store with a product that worked acceptably to give the tile the right finish. But felt that I'd been beaten up by the staff at Emser, in the process of resolving the problem. They didn't admit to any mistake. Never again will I use Emser tile or even enter that store. Their selection is minimal and they aren't used to dealing with the public. I believe they are a large supplier to retail stores. And they won't miss me at all. In fairness to Emser, my husband and I realize now that in getting the lowest bid from Global Stone, it turned out that the installation was not managed by that contractor. We should never have been involved with Emser tile at all. That was the contractor's job and I shouldn't have followed their instructions to attempt resolution. Finally, Emser Tile may not normally deal with the end user. Even so, they have agreed to meet with decorators, and therefore, the information communicated should be accurate. Also, if Emser Tile staff agrees to make a note on the order, it should be done. Emser Tile may not normally deal with the end user. Even so, they have agreed to meet with decorators, and therefore, the information communicated should be accurate. Also, if Emser Tile staff agree to make a note of the decorator's specifications on the order, it should be done.