“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!”
Thank you for your feedback. Are you looking for a larger tile itself or a larger sample? The chips on this mosaic are 1" x 3" and we fit as many as we can on our 6" x 7" sample cards so you can preview the color, material, and finish in person.
If you're looking for a larger tile, we do have a 3" x 6" Glacier Breeze glass subway tile that is a similar shade, although it is not an exact match. Samples of this tile are a full piece of the tile so you can compare it to your design needs in person.
https://www.tileclub.com/products/glacier-aqua-3x6-polished-glass-tile
“Incredibly positive. My samples and actual tile order arrived well packaged. Customer service was quick to respond when my package was lost during shipment. Making contact with customer service was cumbersome but they were excellent once we were in touch.”
Hello Arthur, We're sorry to hear that this is causing you frustration. We show that your product is still on track to ship in early September as noted on the product page and in your order confirmation. Our team will send out an update as soon as it is ready to ship so that you can confirm with your installer.
“The people there are super helpful. They helped me get what I needed quickly and their product is beautiful. I’m super excited for the install. I will comment further once that happens.”
“The site is very easy to navigate. I’ve ordered about 20 samples as I plan for my new build. So many beautiful things I often had trouble choosing what to consider!”
We're sorry to hear this was your experience with the sample. Our large-format tiles are several feet long, so we understand that a cut sample does not give the overall design, but is meant to give an idea of the colors and finish in person, in conjuction with photos of the full tiles and installation images. Our team is happy to help if there is anything else that would be helpful in making your decision.
“Fantastic customer support when I called desperate to find a tile I could pick up that weekend. Great support staff at the warehouse. Would order from here anytime!”
