The complaint has been investigated and
resolved to the customer's satisfaction
Fontile CorporationNo refund!

On November, 4, 2006, I purchased 14 tubes of Mapi Keracaulk from Fontile. The quantity was determined by my contractor, who grossly over-estimated the amount needed. The Fontile employee who sold me the caulk said I could return any unused stock for a refund. Fontile refuses to issue a refund on the 9 unused tubes of caulk. They claim that in order to honor the guarantee on the caulk they cannot take returns of unused stock.. The caulk has been stored at room temperature, so it is certainly fit for resale. They pointed out that the back of the invoice states no refunds on setting compounds. To a layman like me that means thin set not caulk. My argument is their no-refund policy was not explained to me prior to purchase, had it been I would have made incremental purchases not a bulk purchase. Therefore, since the policy had not been explained and that the product has been properly stored I should be issued a refund.

I contacted via e-mail the Sales Manager, Ford Sinclair, who passed on my request to the Warehouse Manager, James Kershaw. Mr. Kershaw has refused my request


  • Si
    Silvia Apr 22, 2008
    This comment was posted by
    a verified customer
    Verified customer

    People upstairs, you guys sound like you are working for Fontile! I totally support Tim Guay! Fontile likes to promise customers things that they cannot deliver. I don't know if they are just sloppy or they are outright deceptive. My husband and I tried very hard to buy tiles from Fontile. It turned out to be a big annoying hassle. We will never go back there again despite their great selections of products!

    0 Votes
  • Pe
    Pepperpot Apr 06, 2008

    I completely agree with those who advised you that you should have let the contractor buy the supplies. If you were trying to go cheap by buying the caulking yourself, it's your fault, really. Take it up with whoever gave you the advice.

    I also agree that Fontile has no way of proving how you stored the material.

    It's not a wholesaler's business to explain their policies to you. It's YOUR responsibility to read the small print and verify information you don't understand. When you said that their policy said no returns on setting compounds, you should have asked if that included the caulking, not to mention that in that case, you should have gotten that in writing or only buy small amounts at a time.

    i think that was pretty ridiculous of you to make the complain in the first place. I would have to be a retailer and do business with you in the first place!

    Don't blame Fontile, blame yourself and whoever gave you stupid advice!

    0 Votes
  • Ke
    Kelly Perrin Jan 08, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Their policy is clearly stated on wall literature and at the sales desk. Talk to your Contractor for over estimating the quantity. It is not Fontiles fault.

    14 tubes is a crazy number in any event. You must have a very large house.

    Sounds like you are trying to be the General Contractor to me. Let the pros take care of your project next time out. You would not have to deal with such petty problems again.

    0 Votes
  • Br
    Brian Nov 05, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I have to disagree with your complaint and go with Fontile on this one. The management cannot verify how you have stored the product in the mean time and would have to throw the product away if they accepted the return. Fontile is not a retailer, it's a wholesaler for industry professionals. If they accept the return and resell the product it could potentially ruin a job for a loyal contractor who buys in bulk and lose their business for selling faulty product. If you want a return policy you should go to a retailer like Home Depot who cater to home owners who do small, occasional jobs.

    0 Votes

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