You would think a company specializing in tile would recognize their customers 1) are there to spend a good amount of money and 2) most likely have hard deadlines to get their materials.
Unfortunately, our customer service person was more focused on getting the sale by over-promising and did not bother to do his due diligence.
When we entered the store initially there wasn't really anyone to greet us or at the front desk for about five minutes until Andy came from the back area. The store had a great selection of inventory, and I believed Andy when he said was able to get tiles with competitive prices. That we did not have an issue with this. From what I read in reviews they probably do great work with remodeling and have a hardworking team.
But my wife and I are first time home-owners and were renovating our kitchen and bathroom. We attempted to consult with Andy, and had specific questions about the tile itself and timelines.
Andy sort of answered questions without providing any guidance as the expert like we were expecting. We had very straight forward questions related to our specific home and application, as well as timing. Andy was busy doing work at the front desk and was on-and-off the phone as we stood at the counter to speak to him.
We managed to find the tiles my wife simply loved. He gave us a very vague price quote off the top of his head, and it took a day for us to get the price - which was a lot higher than the vague initial quote. These kitchen tiles were not cheap, but loved the product that we decided we wanted them.
We paid a couple of days later. When I came back to the store to sign for the payment, he looked and me and had no idea who I was and I had to re-introduce myself and explain we spent an hour in his store previously talking to him). Just stating the facts.
He promised my wife tiles would be delivered on a specific date, but never confirmed the item was in stock with his vendor. Unacceptable. That should be routine when dealing with a customer who has a hard need-by date but instead we had paid thousands for tile we wouldn't receive until our renovation was virtually completed.
I get it, these things happen. But we needed to cancel the order right away and begin our shopping all over again to get this tile in time.
Here's where bad gets worse. My wife took another day off of work to find tile because of this emergency, and Andy essentially wouldn't refund the money initially. We explained the return was due to receiving erroneous information from him, and although we were only returning one of the two tile orders, it took hours on the phone to get the refund. We could not use our funds and he was basically stalling our purchase for tiles at a competitor. We kindly asked him three times on the phone. It was not until the third try, that he conceded and gave us back our money after telling him he could not beat the competitors price. We had to go back to the store to sign off on this.
Anyway, to be fair, we did purchase our other bathroom tiles from Andy and they look great. But after checking out other competitors we found one that actually focused on the customer, asked us our name, spent the time to get to know us, were very conscious about our time schedule, and most importantly we got our tiles. If you are looking for more of a personalized approach, I would go another direction. read more