My recent experience with THE TILE SHOP in DANBURY, CT was one of the worst in my long history of shopping!!
My husband and I went to the store and spent considerable time and effort selecting tile for our bathroom. We were given a 30 DAY TIME PERIOD for the order to come in. FOUR MONTHS LATER, the tiles finally arrived. We picked up the numerous boxes and stored them carefully in our garage until we could engage our contractor to install them.
A few weeks later, the contractor was available to come with his subs to lay the tile. The bathroom floor was prepared, the thin-set mixed and when the tile boxes were opened NOTHING was right! They were the WRONG SIZE, WRONG COLOR, various in dimension and insufficient in number. Our contractor commented that it looked like the boxes had been pulled out of a dumpster then shrink wrapped for sale.
When we took these tiles back to THE TILE SHOP for a refund, the salesperson helping us took us to the store manager for approval of the return. She started asking questions without understanding the circumstances..."Why didn't we check the tiles when we received them? She couldn't take the tiles back because it was LONG PAST the time allotted for returns, etc." (THEY caused the delay!!) When we told her the tiles were the wrong ones she suggested we should have opened all of the boxes to check earlier. (Are you kidding?!?) Then she tried to shift responsibility for the snafu to the hapless salesperson who was doing his best to remain calm and professional. I felt really bad for him!
Why didn't THE TILE SHOP inspect all the boxes before sending them out ?!?!! Even after hearing the circumstances surrounding the purchase, the biggest of which was THE TILE SHOP'S 4 MONTH DELAY IN DELIVERY, the manager got snotty with us, made some disparaging remarks, turned on her heel and walked away. No apologies. Just attitude. So much for customer "service" !!
FYI, we took our business elsewhere and were treated very well. The new tiles arrived in 3 days, all in their original boxes. We were allowed to return any extra boxes as well as individual tiles for a full refund. Not only will we NEVER use the TILE SHOP again but will make sure to alert as many people as we can to the shoddy treatment we received. read more