I went to Travis Tile for help on a do-it-myself tile project and most of the adhesive they sold me came loose a month after I put down my tile floor. The problem was that my cement floor was sealed from a previous vinyl installation. I had been aware of this as a potential problem and thought I had made the situation clear to Travis Tile when I bought the adhesive. I was very careful to be calm and reasonable when I went back to the store to see if we could diagnose what went wrong and ask if they would refund my money for the adhesive (under $100). Now, we all know that problems happen, that miscommunication happens, and that do-it-yourselfers sometimes mess up, but the really disturbing thing about this episode was the way Travis handled it when I went in to see them. I talked to the salesperson who had sold me the adhesive and he immediately began to attack, to look for ways to blame me for the problem. His manner was aggressive and he interrupted me continually. After ten minutes I managed to get him to say that we had miscommunicated, but it was clear there would be no better resolution than that. I did ask for some money back, and he went to talk to his manager. To do this, he went into an office with an open door not ten feet from where we had been talking. If there was a manager in there, he heard all of our dispute and didn't care to come out to see if he could help. (Nor did any of the other 6-8 employees in earshot offer any help.) Of course, I got no money back. It has been over a year since this happened, and it still stands out in my experience as one of the worst encounters with a business I have ever had or expect to have. I have never been treated with such disrespect by a retail person. I strongly advise all do-it-yourselfers to stay away from this business. Others, be aware that if you have problems with them, you may have serious difficulty achieving any resolution.
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