“All the ads are fake. The ads for the alligator tile are photoshopped. I paid $1500 for the gator etched cararra. It looks nothing like the photos! False Advertisement! The sales rep gave me $400 back... But the wrong tile is now in my kitchen forever.”
“I did have a little trouble initially ordering from the website with a discount code, but the pop-up message board provided my access to a person who was able to help me and my tile was ordered minutes later. All the tile arrived within a week and was un-damaged.”
Hello Cynthia,
We are truly sorry that you were not happy with the end result of your projects. The two issues are that one appears dirty and the other is the cracked tiles.
We would like to address each separately:
The Kasai Notte is a dark-textured tile, and we tried to offer solutions to the grout haze left during installation when you first raised that concern. That residue greatly contributes to the difference in color and texture to the tile from when it was unboxed. We did suggest using a Miracle Sealants product to try and remove some of the dried haze and to make maintenance easier going forward.
The 48X48” Large Format Tile which cracked was installed in a second-story bathroom. As we discussed; If the subfloor has deflection (flex, from the underlying plywood), it will cause the tile to crack. This is especially true when working with large-format tiles as they cover a larger space making them more susceptible to crack with an underprepared subfloor. This has nothing to do with the quality of the tile; but rather with the physical characteristics of both tile and stone and their inability to flex along with the subfloor, inevitably causing them to crack.
Our team is happy to continue our email discussion to try and help alleviate some of these concerns and work with you and your contractor to try and find a resolution.
“I would have given this 5 stars, but the shipping hassle was pretty bad. The product is stunning, everyone loves it, the cost is a bit high, but it's really good stuff. The customer service did all they could. They were super helpful, but they used fedex and required a signature. I swear the fedex person didn't want to haul my 8 boxes of tile out of the truck and to my driveway and just placed a sticker on my door every day with no instructions. We finally tracked it down, but it was an 80 min roundtrip drive to the fedex location. They were friendly, but took 40 min to find it and bring it to my car. Then I had to unload the heavy boxes into my garage. That's a lot after spending thousands of dollars with this company on this tile. This isn't the first time I've used them and it was much easier before. Previously they didn't require signature on the delivery and I wish they'd go back. I suggest you inquire about the shipping options before placing an order.”
We really appreciate your honest feedback - hearing your difficulties helps us make decisions to improve our customer experience when we're able. We are so sorry that this was your experience with FedEx and we will be sure to look into this further to try and find alternative options that can deliver heavy and delicate materials to your area.
“I loved the tile I received. There was a problem with shipping and receiving some tile broken and unusable. However they were quick to respond and replace the broken tiles. Will use them again.”
“I had such a great experience with Tile Club. I'm overseeing a bathroom remodel and there are a lot of moving parts. It's been difficult to track all the items with vendors, let alone follow up when there is an issue, so I was stressed when one box of tile was mostly broken and I knew I'd have to reach out to deal with it. I was SO impressed and pleasantly surprised with the process at Tile Club. There was a clear cut process, they remedied within a few days, and that was it. There was not a lengthy back and forth, which was such a relief. Highly recommend Tile Club!”
“I originally ordered a few samples of different times. They are arrived in perfect condition. Then I ordered my selected tile and it also arrived quickly and in perfect condition.”
“Ordering was quick and easy, but unfortunately the tile did not match the pictures. We had to pay return shipping for a pallet of tile and were only given one week to do it. I get making the customer pay return shipping, but the short time frame given was unreasonable. I can't imagine many people ordering tile know how to ship pallets. Also, the pallet it came on was falling apart and wouldn't have survived the return trip, luckily I had a spare to use.”
“These beautiful tiles came perfectly intact when they arrived. Even more stunning in person! The glossy finish is everything and makes my tiny kitchen look spacious. So happy with the results and can’t wait to complete our kitchen project! The tile is most definitely the showstopper in the space.”
“I've ordered a few samples as well as tile for my shower floor from the Tile Club. I've been very happy with the quality and shipping time for all of the tile I've ordered. I would highly recommend them.”
