“I ordered a few samples from Tile Club. The shipping time and cost for sample tiles was great. However, in the samples I received for one of the tiles, the sample did not include a significant characteristic of the tile. When I reached out to customer service they told me it was because I didn't include a note specifically stating that I wanted the sample to include the coloring and design of the tile. A suggestion would be to make a note on the website clearly defining that as an expectation of the customer. They were kind enough to send me a replacement sample at no cost to me, however, the second sample had the same issue. Unfortunately, because I was not able to get a clear idea of the tile coloring and design prior to purchase, I will not be placing an order for the product. I imagine if I had, my experience would have been a pleasant one.”
“Shipping costs are a lot. My initial order of tiles was great, but then I had to order additional tile when some got damaged. My contractor estimated 1 box short of replacement tile so in the end it costed me $300 to ship 4 boxes of the tile. There should be a different shipping charge based on amount or if you previously purchased and need additional. I wouldn’t purchase again because of that.”
“Ordering was easy. However, we calculated how much tile we needed by your recommendation, and have 13 extra boxes! That's almost $2000 in extra product. I received a request from you concerning the additional tiles and your return policy. You asked me to send the dimensions of my room and how I calculated my order. My room is 32 x 16.3 = 521.6 You recommend adding 15% which is 78.24 The total is 599.84 I ordered 60 boxes = 600. Your return policy requires us to pay for the shipping and restock. We would receive less than half of our money back. Please contact via an email that I can respond to or a phone call. I feel your calculator caused us to order way more than we needed at a hefty price to us.”
“The tile arrived unbroken but just barely! The boxes it came in were crushed and the bottom was falling out on one. I was afraid to move them from were FedEx dropped them off. Luckily the tiles were ok.Will send a picture when the project is finished.”
“Website was easy to navigate, and I found the perfect tile to use in a new bathroom in our house. I ordered it and was informed via email that it had shipped a week or so later. However, there was no follow up email to let me know when to expect the dellivery. Two weeks after the first email, after hearing nothing, I contacted customer service. The representative looked up the order, put me on hold, came back on the line and proceeded to tell me that the order had been damaged and was returned to their warehouse. They never notified me of this, nor had they shipped out a replacement.
At that point, I had to replace the order. I was obviously disappointed, explaining to the representative that the tile installer was scheduled and had they informed me of the damaged product, I could have delayed him.
In the end, the next shipment arrived within two weeks of my order and I loved the tile. It has been installed and looks amazing. I only wish I had been notified so that I could have immediately told them to resend it. It was a pretty significant mess-up on their part.”
Our team sincerely apologizes for any gap in communication on our end. We were unable to find an email from the address on your order. Is it possible that it was submitted via a contact form? We had an update to our forms earlier this year and implemented a new ticketing system. If you are still looking for information, our team would be happy to assist!
We're sorry to hear this was your experience with the full-size tile vs the sample. Can you please let us know more about the issues with the full order? Our team confirmed that we have only received one lot of this brand-new tile and that your sample was cut from the same lot as the full-size tiles you received, so they should be consistent from product to product.
“Ordering was fine. My order though was broken up for payment purposes into 3 different orders and the order alerts re:shipping became utterly chaotic and confusing- it was also difficult getting current shipping info.”
“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.
“Tiles do not look like they do in the pictures...I know there will be variance, but still very different, some designs look like they were "printed" or pasted on the tile.”
Thank you so much for your feedback! It looks like you ordered a wide variety of samples - we'd appreciate any additional information you can give us on which tiles had the 'printed' look so we can gain more insight into the products that didn't meet your expectations.
