GLENDALE, Ariz. -- Rick Cross and Josie Martin say they had big plans when they moved into their Glendale home and started remodeling it.
“We just did a little bit at a time as we could afford it and doing the master bathroom was the last thing to do,” Cross said.
The couple found a discount store called Building Materials Outlet where they refer to themselves as the "handyman's candy store."
So, Cross and Martin visited the Phoenix store and found it had everything they needed. After speaking with employees, they ordered and paid $1,600 for a custom bathroom cabinet and a granite countertop.
Cross said they paid for everything in full at that time because they did have to order the cabinets and the total with tax was $1,614.51.
Cross and Martin said when they got their items home they immediately noticed something was wrong.
When the sink is centered over the two main cabinet doors, the granite countertop is too short on one end and doesn't fit properly.
Thinking the store made a mistake, the couple boxed up everything and returned to the store, but the warehouse was in no mood to take the items back.
“We went up front and they said, 'Sorry but all sales are final,' and I'm going, 'Yeah but it doesn't work,'” Cross said.
So, 3 On Your Side got involved and we went to Building Materials Outlet.
After explaining the situation to employees, we were told the owner would calls us back and she did. The owner also sent us a picture of a similar vanity set, indicating the prefabricated countertops are supposed to be centered over the entire unit and not above the two main drawers below. With proper installation the owner says it looks just fine.
The owner goes on to say they have a strict no return policy, which is not only posted in their warehouse as we saw when we walked in, but is also on the invoice.
Returning the money, the owner said, is out of the question. Cross said he's disappointed. The items remain boxed up in his garage and he's still out $1,600. He blames employees at the warehouse.
“It just boils down to we didn't know what we were doing so we trusted him," Cross said. "He sold us something that didn't work and now they won't do anything about it. It’s very frustrating."
We always try and get a resolution in our stories but this was just a case where we couldn't get these two sides agree. The bottom lines is if you're going to pay for anything in full you need to know exactly what you're getting.
In order to complete their bathroom Cross and Martin went elsewhere, paid less, and got exactly what they wanted.