GRACIOUS LIVING DESIGN

Knowing that Travertine can vary in color, we asked whether we could return it if it arrived a different color than the sample board. We were told that we could but we would need to pay a 20% restocking fee. We made the decision to purchase and called in the order. Kelly told us that our order would be delayed if we paid with a credit card; we needed to pay with cash or check. That should have been our first clue but we drove to the store and paid in advance for the product. We can no longer remember how long it took to arrive but it was reasonable, neither exceptionally prompt nor exceptionally slow. (I would guess two weeks.) It was immediately apparent that it was too yellow, so we returned it to the store. We were not given a refund that day but were assured that it would be forthcoming; that occurred in Mid December. Initially, we received a couple of calls explaining delays. (e.g.The supplier was closed over the holidays.) After a couple of months the only communication was that initiated by us. Each time there was an excuse/reason for the delay. (The supplier hasn't told us how much the shipping is going to cost. UPS wouldn't take it so we had to find a pallet in order to have it picked up. My computer has been down and I can't receive any emails.) By the end of February our calls were unanswered and messages were not returned, so we went to the store. At that time Kelly called the supplier who allegedly told her they had received the product but they only processed refunds once per month.We waited until March 24th and in frustration filed a complaint with the Better Business Bureau. Gracious Living responded to the complaint via e-mail on April 15th and we received a refund on April 20th. 

They were fabulous. They returned phone calls, prompt, and totally professional. They have the best tile in the county and it is high end.