It saddens me to have to warn people against working with Ray, the owner of The Tile and Marble Gallery because my husband and I enjoyed working with Kelly and think she's a very nice person working for an extremely volatile manager. Please be careful and choose a more ethical store for your needs!
Here's why you should shop elsewhere: My husband and I placed a very large, multi-room tile order for a home remodel in May 2019. We worked with Kelly on the tile purchase. Kelly mentioned that we could also order some related waterproofing and shower system parts through Kerdi/Schluter but needed her manager and the store owner, Ray to walk us through the process. We were hesitant to order everything in one go, especially the /Schluter systems without having finishing the demo and they are quite expensive. Ray assured us that ALL of these products were returnable and refundable and he was happy to give us a small discount to help complete the order, so there was no risk. This turned out to not be true.
We picked up the full tile and Kerdi order a few weeks later in June 2019 and realized in early August 2019 that we had received one incorrect Kerdi part and needed to downsize on a second part, totaling about a $700 exchange in parts and Ray verbally stated we would be getting a refund for the price difference due to needing the smaller size. We brought the parts in and Ray let us know he'd take care of it by the following week. Ray was busy that day, so I recapped this in an e-mail to him, his staff replied agreeing. We came in as instructed and the parts weren't there but we were told they would be in soon. No big deal. We waited nearly a month and then just asked if we could get a refund because we needed them for our remodel. We were immediately told they were suddenly available, but when I picked them up Ray was insane.
Ray literally screamed at me in front of staff and customers that he was doing me a favor and I should be charged a restocking fee and I wouldn't be getting a refund. I was stunned. I just said I didn't want to get in a fight, I was under the impression (and have email evidence) that I was doing an easy part exchange with a refund for the difference. Ray was so aggressive he came out from the counter area and yelled as I hurriedly left. I was honestly scared and have no idea why he suddenly became irate, maybe because I wanted $80-$100 in refund? I need more tile, but I certainty won't be back after this scary experience with a crazy man. read more