Tile ClubReviews of tileclub.com

Every tile was broken upon delivery.

Our order arrived half broken (which I can confirm via photos - an entire box arrived chipped) and completely different than what was advertised on the website so I sent the shipment back. I immediately reached out to company with photos of what we ordered vs. what we received to see how we could get the accurate order. Instead of offering a solution, they responded to let me know I would be charged a return and restocking fee... I returned the items because they were broken and not as pictured on their website. At that point I asked for a refund instead of having the order fixed and reshipped. The refund took almost a month to get and it only came because I reached out three times when each week that went by no refund was reflected on my account. I did finally get the refund so I'll give them that but safe to say I won't use this company again or ever refer them to anyone.

I’m disappointed that when I ordered the beautiful product in April, I paid for overnight shipment fee as we were moving our office to a new location. After purchasing the product, I received an email the product was on back order. 3 months later, the product arrived. When I called for a refund of the overnight shipment fee, they said no. Why can’t I pay for regular shipment, since I waited 3 months? Gayle 206.841.8815

I do not recommend to buy materials from this website.

★☆☆☆☆ My experience with Tile Club was extremely frustrating and I would not order from them again. I had many of the same problems other customers have described. The biggest issue was dealing with damaged tiles and trying to get the situation resolved. Instead of feeling like the company was focused on fixing the problem the process became more about their policies and deadlines. The 72 hour damage reporting requirement is especially concerning. You are expected to inspect the shipment and report damage within that very short window. If you miss it the consequences can be serious. I found other customers reporting the same problem with broken tiles being discovered later and claims being rejected because of the deadline. The return process was another major issue. There are restocking fees and the customer can be responsible for return shipping. Full unopened boxes are also required for returns in many situations. That makes the advertised return policy sound much easier than the actual process feels when you are the customer trying to return something. I also had problems with communication and getting a straightforward resolution. Other customers have reported similar issues with delayed orders missing items broken tiles refund problems and long waits for responses. One recent customer reported waiting months for an order and another reported being charged $331 in shipping just to receive a replacement box after receiving broken tile. There are older complaints about customers receiving tiles that did not look like the website images and then facing restocking fees and return shipping costs. There are also reports of customers having trouble getting the full amount they expected back after returning unused tile. What makes this worse is that Tile Club presents itself around easy ordering fast shipping and easy returns while the actual policies place a lot of responsibility and financial risk on the customer when something goes wrong. Their own policies are something I strongly recommend reading before placing a large order. I am not saying every customer will have the same experience. Clearly some people are happy with the products and service. But I had the same type of problems that other unhappy customers have described and for me that was enough to completely change my opinion of the company. If you are thinking about placing a large order I would be very careful. Inspect every box immediately and understand the damage deadline return conditions restocking fees and shipping costs before you pay. After my experience I would choose another tile supplier.

Horrible - order was backordered for months, it was overpriced - I’ll never order again

Do not buy from this company. We had placed an order in january and still didn’t get it. We were told they never got payment, and we had to wait a couple days for them to finally confirm that they did get the payment and they would be shipping our tile. This was after many calls of trying to get them to finally send the tile after 6 months. Then they said that they would expedite ship it, this took another whole week with shipping being delayed. Meanwhile this project had to be finished that very week. Horrible experience would not recommend this to anyone and will be switching all my specs from this company to another.

I purchased this tile because the description says it’s “metallic copper” in color. The images on the website also exhibit both metallic and copper characteristics. When my $650, (including tax and shipping), tile arrived, it exhibited neither of those colors. Our $650 tiles had some light brown splotches and some dark brown splotches. Certainly nothing that looked like copper and absolutely nothing looked metallic. I contacted the Tile Club customer service and made them aware of this issue. I received no response. Several days later, I contacted them again. This time I did get a response from a customer service rep, (believe me when I say this individual is customer service in name only). The CS rep works for the Tile Club in the Customer Support department. Never has there been a greater misnomer since government intelligence was coined. The CS rep's response was both condescending and arrogant. The CS rep explained to stupid me that the tile was made of porcelain, and I shouldn’t have expected to receive actual copper or any other metallic material. Just porcelain. According to the CS rep, those descriptive words are only to provide the customer with an idea of “the look and color” of the tile. To confirm the CS rep's opinion of my low IQ, I was thoroughly confused, because that’s exactly what I was trying to communicate to the Lack-of-Customer-Support department. So for you potential buyers out there who are thinking about buying from the Tile Club, keep in mind the look and color are apparently just Tile Club guidelines and all you can really count on receiving is porcelain. The CS rep offered no options to resolve the issue and closed with a curt reminder that it’s my fault because I didn’t order a sample. I did respond to the CS rep’s email and I’m sure you’ll be surprised that I received no response. My only choice will be to return the tile which will entail buying a pallet, buying or borrowing some banding equipment, contracting with a carrier that can transport a pallet, and sending it back, (15% restocking fee + return shipping costs). And if anything gets broken along the way, it’s charged to me. Do yourself a favor and buy your tile from the local big-box store or the local flooring shop. I thought I was spending premium money to get premium products and premium support. I received neither, and now I have $650 worth of “porcelain” tile, (thanks CS rep), that will now collect dust in the basement.