Tile ClubTile Club is your online tile authority, offering the biggest stocked selection of tiles. Explore porcelain, ceramic, natural stone, zellige, and mosaic tiles backed by expert customer support, fast shipping, and easy sample ordering.We're the favorite tile supplier for designers, contractors, and homeowners alike. Our collection covers residential redesigns and new commercial builds.
Tile Club (tileclub.com) has 358 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
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Decoration & Interior · San Jose, California
Excellent
Decoration & Interior · Los Angeles, California
Excellent
Decoration & Interior · Ontario, California
Excellent
Decoration & Interior · Agoura Hills, California
Excellent
Showing 43 reviews with 1 star · Clear filters
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Arrived broken
Response from Tile ClubAug 2, 2024
We're sorry to hear that your shipment arrived with broken pieces. Did you file a damage claim on our website so we can replace it? Our Out for Delivery email contains information on inspecting your order, noting down damage, and reaching out to us for replacement materials.
Jake S.
Return procedures are not well outlined or defined. My order of subway tiles arrived wrapped in only paper and when I returned the tiles in the way they were sent to me, the damages from shipping was placed in me and taken out if my return. The support team is difficult to get ahold of over phone and email, both often with large gaps of time between responses. I recommend working with a company that takes better care of their product and customers.
Response from Tile ClubMay 30, 2024
Hello Jake, We are very sorry your return arrived damaged to our warehouse, and it is not our intent for you to ever receive broken tiles. We do offer damage protection on all of our orders - as noted in the email you opened on 05/10, the shipment company covers damage claims made within 72 hours of delivery. Since you returned the tiles instead of filing a damage claim, we were unable to verify if they were delivered to you that way or the damage happened in transit back to us. We also outline the steps for inspecting your delivery and filing a damage claim in the email you received before the order was delivered. If most of the damage happened on the way back to our warehouse you should be able to recover reimbursement from the shipping company you used for your return. Please file a claim with the freight company you chose for this return shipment Our goal is to be as transparent as possible with these policies, and they can always be found in the footer of our website as well as in the cart before you check out.
Thomas
I inquired regarding product SKU: TCROCIGRNI2040 and spoke with Samantha T. and wanted to order 1 full sheet 20"x40" and was informed they don't sell full sheets. I took a screenshot of the message on their site that says you can order "1 full sheet or box" but the only option available is to place an order for the 4"x5" sample size or box. I don't think they should be able to say you can order 1 full sheet when in fact you cannot.
Response from Tile ClubJan 3, 2024
We apologize if there was a misunderstanding with the units - this tile is sold in by the box with each box containing multiple pieces each measuring 20"x40". We also have mosaic tiles that are sold by the sheet. The message you screenshotted refers to our sample options vs full size options. We will take your feedback into consideration to make the units clearer for the future.
sandtinsocal
RE: YOUR RESPONSE ***THE ISSUE ISN'T WHETHER YOU FIXED IT...THE ISSUE IS THAT IT HAPPENED IN THE FIRST PLACE---SHOP APP DEFAULTED BACK TO WRONG CARD AND THEN COMPANY CANCELLED MY REPLACEMENT ORDER VERSUS THE ONE I TOLD THEM TO CANCEL... CHAT NEVER ANSWERS, AND NO ONE PICKS UP PHONE
Response from Tile ClubDec 1, 2023
Our company has made every effort to respond to your messages regarding the order you placed with a card saved to your Shop Pay app. While we have no way to manage your Shop Pay settings, we were more than happy to accommodate your request to refund your original payment and create a replacement order for the payment method of your choosing. The replacement order was flagged in our system as fraudulent as it was placed from an IP address in Thailand but a billing address in the United States. This caused it to be cancelled. Due to the abusive and harassing comments you have made towards our team via message and email as we attempted to assist you we will no longer accommodate your order.
Hawaii T.
WOULD NOT order from again. Buyer beware. Sent me tiles that looked NOTHING like the online picture. I wanted navy blue pencil tiles. Their pencil tiles are CHEAP and not the correct color and very small. I paid $89 total including a ridiculous $11 in shipping and $7+ in tax. And NOW, I am returning and everything has to be in original packaging, there is a 20% restock fee which is ridiculous, and there is no refund label. I have to create it and get it out the door via my own shipper and there are all these return rules. Will not order from again.
nashea D.
I recently placed a order and received notification that the package was delivered. However, I never received my order. I did call to notify Tile Club but was greeted by a very disgruntled staff. The end result is I still dont have my order and I have not been issued a refund. Instead, I was told I must call back in 15 days to file a claim. All I want is the tile that I ordered.
Response from Tile ClubAug 7, 2023
We are very happy that you were able to confirm the delivery of the re-shipped tile in your conversations with our team. We hope you will consider updating your review to reflect the additional support and the quality of the material now that you have received it.
Catherine S.
customer service is terrible. No clear communication and can’t talk to some one who can actually help. The 5% is for payments that have processed. My payment had not processed. I tried to resolve this with 30 minutes of my order being placed there is no way my order was processed to ship. Of course the people able to make decisions are only available via email. I was actually told I would get a call and never did.
Response from Tile ClubDec 28, 2022
Hello Catherine, we're sorry to hear this was your experience with Tile Club. Our Customer Service team did speak with you several times after your order was placed. They were happy to assist you to update the order to a different tile, and helped cancel it when you sent us a link to a website that is not ours and wanted tiles from another company. We refunded the full amount, less the 5% cancellation fee noted in the Cancellation Policy on our website. This applied as the order had already been processed for shipment. The refund has been submitted on our end but it may take several days for it to show up on your credit card statement. We understand that you may not be pleased with the retained 5%, but we have certainly tried to communicate our policies and work with you on a solution.
Mary Skinner Navarre R.
Doing a major remodel? Have boxes of materials arriving in advance of your contractor needing them? Makes sense. Ordered 7 boxes of backsplash tile. When it was time in the remodel process to install? Opened boxes and two boxes were all broken. Emailed them pictures and requested a refund and they said no… I didn’t request it within 72 hours of receiving delivery. I paid $160 for shipping broken tiles. Make sure you open your boxes when they arrive because this company does not put quality shipping or customer service first! Will never order from them or recommend them to anyone else.
Response from Tile ClubOct 27, 2022
I am sorry to hear about your experience. We are always doing our best to secure each shipment, however sometimes damages may occur in transit. According to our damages policy, we are happy to send a replacement and file a damage claim within 72 hours of the delivery date: https://www.tileclub.com/pages/damages-policy After 72 hours claims are no longer accepted by the shipping carriers. I see that you notified us about the damages 18 days past due, and the damage claim was not accepted at that point. As an action of a good will we offered you a 10% discount on a replacement order, that is valid any time.