“Great tile company. I plan to order tile from them for a future kitchen project. Only concern is that in my first order of a box of 4x12 black tiles, 20 arrived broken. I spoke with TileBar and they are supposed to be replacing them, but so far nothing, and the project is almost finished.”
Hello Mona,
We'd be happy to look into this further - I checked the orders under your email and only found samples. Is it possible the broken tiles were from Tile Bar? Please contact our customer support with the order number if it was placed with Tile Club so we can make sure to make it right!
“Tile Club is amazing! Exceptional selection with plenty of photos and fast sample shipping.
Another thing that impressed us was how fast our pallet with 400lbs of tile arrived in Florida from their California warehouse! Less than a week, with tracking notices along the way and a smooth delivery in perfect condition. And FREE SHIPPING.
PS - The glass mosaic tile we bought for $17/sq ft is also sold by Lowes and Home Depot. For $37/ft!!!
We are officially TileClub fans!”
“It was really easy to order the tile. And the tile was beautiful, although pricy. However, I had to return it due to it not matching the custom sink I ordered. The return process is NOT fun. It is so expensive to return and the window for return is so brief. I know you would like people to keep their tile and it is heavy, but I will not buy from you again because of the unfriendly return policies. So sad :(”
We are sorry to hear that the tile didn't match your customized items. We do recommend ordering a sample if you are trying to color match something specific so that you can verify that the colors will work for you before placing a full order.
“I have been waiting a week and still have no idea when the tile will be shipped. If I would have known how difficult it would have been to get this tile after I ordered and paid for it I would have gone with another company that had the tile in stock.”
Hello Diane,
We'd like to look into this for you - we show one order under your contact information and it was ordered on 8/18 and delivered on 8/22. Can you please contact our support team if you did not receive the order that we show as delivered?
“Nice tiles. Terrible delivery and policies that treat customers like cheats.
I ordered $14K of tiles. Approximately 2,000 lb. Delivery is CURBSIDE ONLY and by a third party which I now see has terrible customer reviews on Yelp and Google. Even though they can easily deliver it in a more convenient location, they won't. Tile club left the tiles in the road blocking our drive. Forcing us to carry the tiles into the garage one box at a time. Some of the boxes were open under the shrink wrap which meant they were spilling out on the road when we tried to take them inside.
I ordered tiles from several other companies, none of which had an issue delivering the tiles to our garage with their palette jacks. I called the company to complain and was told I'd get a callback. Nothing yet.
Check the policies. They are unreasonable. You have only 72 hours to report broken tiles. Other companies give you 30-90 days. Do I want to spend my time opening ~60 boxes of tiles to check them and then closing them back up so they can be stored out of the way until install. No. No I don't.
I ordered samples three times, delivery was fast but twice there were missing samples I was charged for. Why don't they automatically refund you for samples they can't provide rather than making customers call them to resolve the situation?”
We are truly sorry that this was the experience you had with this order. Your feedback is very important to us, and we deeply regret that your order did not go as smoothly as it should have. This is not the level of service we want for our customers.
We are truly sorry for the situation caused by the unprofessional behavior of the delivery driver. This is not the level of service we want for our customers. To help make up for the inconvenience, we’ve issued you a $500 refund, and we are escalating this matter with the freight company so they can investigate and hold the appropriate party accountable.
As Bay Area locals ourselves, we genuinely value our community and want to make this right for you. Thank you for bringing this to our attention, and we deeply appreciate your patience as we work to ensure this does not happen again.
If you haven’t done so yet please let us know if there are any damaged tiles and we will send replacements immediately.
Unfortunately, we have to keep a 72-hour damage claim policy because it is required by all of our freight carriers. We realize this can be difficult for some customers, and we want you to know that we will do everything we can to support you in with of this case.
Regarding the missing samples, we sincerely apologize. If you let us know which ones were not included, we will refund you right away. When samples are back-ordered we do ship partial orders so that you can receive some right away but we hear that this may not have been communicated properly.
We value your business and your feedback a lot. We are committed to making this right and to showing you that this is not the standard of service at our company. Thank you for sharing your experience it helps us improve and ensure no other customer goes through the same situation.
“Better than ordering, is that Vicki from the Houston, TX Tile Club contacted me and asked me if I needed help choosing tile or designing. We met online and she was super helpful. I've ordered my samples to confirm, but when I build my house, my tile will come from Tile Club because of Vicki. Personal service like that is so uncommon!”
