Tile Club Reviews | Read Customer Reviews of tileclub.com

Tile Club Reviews | Read Customer Reviews of tileclub.com

Tile Club reviews

Showing 43 reviews with 1 star · Clear filters

Karen K.
Oct 20, 2022
Poor Customer Relations
I ordered a pencil, that on the site, looked correct yet received the wrong item. I contacted the company and reordered the correct piece. I contacted the company for return instructions yet did not receive them in a timely fashion. Now, I am unable to return the merchandise for any credit. There was no working with me on this, and I order ALOT from them. Not anymore.
Response from Tile ClubOct 21, 2022
We are always happy to replace incorrect materials but had requested photos of the tiles you received to confirm that they were not the ones you ordered. We did not receive a reply or photos of the delivered tiles to confirm a replacement. It appears we did receive a separate return request for an order delivered outside of our 45-day return timeframe. We were not able to approve the return request based on the date, but if it was for materials that were indeed not what you ordered, please reply to our Customer Service's email requesting verification. https://www.tileclub.com/pages/return-policy
Report
Stacey
Oct 6, 2022
Not trustworthy
Places an order on the weekend for overnight delivery (paid a fortune), didn't expect it to ship on the weekend, but its now almost Thursday and the still haven't shipped. No 2 customer service reps have told me the same thing. Totally not trust worthy.
Response from Tile ClubOct 11, 2022
We are sorry to hear about your experience. Per our investigation, FedEx did not scan the order during the pick up and did not provide us with the tracking information. We already forwarded this issue to FedEx and an action will be taken. According to our records, we sent you a replacement as soon as we heard about the problem. Also, we provided you with the return label to ship for the original order that was delivered as well. Please feel free to reach us if you have any questions or concerns
Report
Peter N.
Oct 2, 2022
20% of the tiles were broken
20% of the tiles were broken. Person responding wasn't helpful.
Response from Tile ClubOct 6, 2022
I am sorry to hear about your experience. I see that there is one order associated with your name, it is order #49913. Order #49913 was placed for two samples. According to our records, there was no damage inquiry in regards to this order. We emailed you and tried to call you to find more details about the damage, but we have not received a response yet. Could you verify that the feedback you left applied to a Tile Club order, please? Was it in regards to some other order number? Please let us know and we will be happy to assist you. Please find more information about our damage policy here https://www.tileclub.com/pages/damages-policy
Report
J J.
Sep 7, 2022
Restocking Fees False Advertising
Advertised a tile for a backsplash. The product received looks nothing like the images online and they want to charge me a restocking fee of 15% as well as make me pay for shipping. Please avoid at all costs. Their competitors offer free returns. Highly unethical company.
Response from Tile ClubSep 7, 2022
I am sorry to hear about your experience. Due to the features of natural stone, it is normal for this tile to look different from the website pictures. Therefore, we always are encouraging our customers to orders samples first and request current dye lot pictures. According to our records, we offered you an exchange for the upcoming dye lot, however it did not work for your project. Per our return policy8 we do not provide return shipping labels and a 15% restocking fee is applied for the returns. We are always eager to help our customers out and as a courtesy we provided you with return shipping labels for this order.
Report
Mrs M.
May 20, 2022
Fell in love with a beautiful green…
Fell in love with a beautiful green tile and ordered a sample . The tile was $4.99 but the shipping for this ONE tile was $68 . Tried enquiring on the chat line but apparently this was correct . Obviously didn’t order as if we ordered the amount we would require it would probably cost over $1,000 at that rate . Shame not possible to order for the UK .
Response from Tile ClubMay 20, 2022
We are sorry to hear about your experience. We provide free shipping for 48 United States. Shipping rates for orders out of the country depend on the shipping carrier. We understand that sometimes these shipping charges might not meet your expectations. According to our chat history, I see that we suggested an alternative. If you feel that you could get better rates with one of your local carriers, we are always happy to ship it with your shipping labels. Once the order is packed, we will provide you with packing information, and you could choose a shipper you like the most
Report
Miguel E.
May 10, 2022
I ordered 7 boxes of tile for a…
I ordered 7 boxes of tile for a renovation for a client, tiles of 3 whole boxes was broken, I submitted a claim long time ago and I still waiting for them to honor their warranty, they said they will review the claim but never got back to me, I ended buying the tiles from other provider, The worst experience I've ever had, I wish I can rate them with a minus 2 stars but I can't, I wouldn't recommend The Tile Club, but if you want to waste time and money, then go ahead
Response from Tile ClubJul 27, 2022
I am sorry to hear about your experience. We are always doing our best to pack our orders safely, however sometimes some damage may occur in transit. Per our damage policy we have 72 hours from the moment of delivery to file a claim with the carrier, and if this condition is met, we are shipping the replacement order right away. It is essential to submit the damage claim within the 72-hour window, otherwise FedEx may not accept or can deny the claim. FedEx states that your order was delivered on April 16th, and by the time you reached us, it was past due to file a claim. As a courtesy, despite it was beyond the 72-hour window, we submitted a claim with FedEx, and were waiting for them to make a decision. I see that we notified you about that on April 22nd. Once FedEx notified us that the claim was approved, we immediately shipped out a free of charge replacement and set you tracking information
Report
Shalonda K.
May 3, 2022
Takes forever to get your order
Takes forever to get your order. They say it’s arriving one day and doesn't come. .
Response from Tile ClubMay 3, 2022
We are very sorry to hear about your experience. According to our records, your sample order was shipped on Friday, April 29th. Usual transit times for free shipping delivery method is about 3 business days, however I see that the order is arriving one day earlier than expected. The ETA is Tuesday, 5/3/2022 before 8:00 pm. I understand that FedEx updates might seem confusing. Please keep an eye on the tracking information we have sent you and let us know if the order is not delivered within the next 1-2 business days
Report
Molly
Mar 31, 2022
The samples I received were one inch…
The samples I received were one inch big for the Gold Mother of Pearl 1” Square Tile and what I received for the final product was 3/4” squares. It changed the look dramatically. I had ordered 3 samples over the last 6 months and all 3 were 1” squares. I just wish my samples were the same as the final product so I could have made an informed decision.
Response from Tile ClubApr 1, 2022
I am very sorry to hear that. We used to carry the same product with a 1x1" chip, and then the chip size was reviewed by our manufacturer to a 0.8 x 0.8".Thank you for letting us know about this issue, we will immediately take action and make sure we no longer carry 1x1" chip samples. We absolutely understand the inconvenience it might have caused to your project and we are happy to provide you with a 5% discount on this order
Report