Annamaria Calabrese

Review of Ceramiche del Sempione

The customer is always right ... until he has paid...

The customer is always right ... until he has paid the bill !!!

We met Ceramiche del Sempione because they were the only dealers in the area of a well-known brand of parquet.
The initial reception and availability convinced us then to buy from them, in addition to the parquet, also all the materials for the renovation of the bathroom.
We appreciated the help provided in the choice of materials as well as in the realization of the laying drawings of both the parquet and the bathroom floor and the layout of the faucets.
In the delivery phase we had several inconveniences due both to the turnover of employees who for personal reasons of the owners and this has inevitably affected the response time / delivery causing delays on the construction site.

Despite the hardships we have never complained about because common sense has led us to understand the reasons and justify the shortcomings ... a difficult moment can happen to everyone !!
It is a pity, however, that when the water cover was delivered we found ourselves before the umpteenth inconvenience that revealed the true nature of the owners.

The ordered water cover was not compatible with the type of toilet provided. We promptly telephoned the store and in the first instance replied that it was the plumber who had perhaps not understood how to install it. We then shot a video to better understand what the problem was and finally realized the mistake made.
They told us that they would order a new water cover and that the mistake was due to an error in the supplier catalog.
We, armed as always with calm and patience, we waited confidently for the arrival of the new water cover.
On the day of the retreat, we find that in reality only replacement hinges were provided and that the water cover was not to be replaced.
It's a pity that:
1. Being a package of about 200 grams of weight they could have sent it to our address (we live in Milan)
2. Who gave them to us did not give any explanation about it, saying that we should call our plumber and have them replaced.
I stress that the package did not have assembly instructions

Let's go back home and, always armed with calm and patience, let's try to understand how to fit the hinges.
It is a pity that the toilet is walled up and the replacement of the hinges was not trivial and could require dismantling.
We write an email to the store asking for explanations about and stressing that this would be due to their loads of plumber expenses (or send their plumber) saw that everything had been caused by their mistake.
The answer was:
1. A leaflet containing the assembly instructions for the new hinges
2. The suggestion to arm ourselves with patience and try by us to make the change because after all, it was not very complicated
3. The cost of the plumber (around 150 euros) because it was not their responsibility to provide for the replacement

After having collected about 13,000 euros, faced with a mistake NOT made by us, the answer was: Arrange yourselves alone or pay the plumber again!
Yeah ... what did he care now since they had already cashed the bill?

150 euros certainly would not have impoverished us as they would not have enriched them, but evidently, in their opinion, the price was too high to maintain a professional dignity ... even if after all the word professional and perhaps even the word dignity clash completely in the context.

A very bad experience that reveals how: the customer is always right ... until he has paid the bill !!!

HOW DISGUSTING!!