Tiles Unlimited, Inc. — Attraction in New York

I chose this Tile shop because of all the great reviews and their wide selections. However I am very disappointed in how they ended up handling my return of just four small boxes of tiles. I purchased tiles for a master bathroom and smaller general bathroom so it was just a couple of boxes of tiles. I came in with exact measurements of how much tiles I needed and they advised me I would need 20% more than what I measured so that's how they predict will be needed in case of wrong cuts/installation and maybe some would be nicked fien that all good and I was ok with it, but somehow they ended up ordering me a lot more of just one type of tile, more than 20% and after a couple of weeks when my personal contracter friend installed the tiles I was left with 4 extra boxes I had absolutely no use for as i even had 7 more single tiles left for any future nicks plus the 4 boxes i wanted to return. This is where their service fell apart and I felt they were being very unprofessional in how they reacted to me trying to return 4 boxes of these small slime tiles I think the total cost was only $150 dollars. That being said I'm not in a point in my life to just be able to throw away and forget about $150 dollars. So I went in brought the 4 boxes and talked to one of the sales reps. it was a no from the start they refused to return the tiles even though the rep. that sold us the tiles tolds us they would be able to return them if needed. They claimed they could not return it to the warehouse they got it from and that it was past the 30 days return window, they never once told us that this can be the case they never once told us we could not return them and we were told no at every point that it felt like they were just trying to get rid of us and have us just leave because I kept asking can we talk to a manager or the owner maybe we can work something out and it was just rude no after no with no even thought or insight as what else we can do rather they seemed to not even want us to contact or speak to the manger/owner would not even let us talk to someone in a managerial position. Also they had the audacity to tell us to sell it ourselves on ebay or something and when i told them it seems a better idea if they kept the tiles and next person that order them would have them since they were new unopened boxes and them being a " huge well reviewed " tile shop they would definitely have someone else picking the same tile as we did but they just kept saying no and saying they can't get their money back from the warehouse refused to even consider selling the item by themselves all they wanted was a return to warehouse which they said was not possible in our case. In all such a big an reputable company would not help it's local shopper in return a small amount of tiles that they ordered in excess and have the ability to easily resell rather they just no'ed us to hell and would not lets us even talk to a...

Inside is like tile heaven. Sales Rep Ann helped my vision come to life with her great ideas, and helped keep my bathroom renovation on budget. Placing the order was easy, it's the nightmare that transpired after that warrants the 2 stars. The order was placed with the arrival date of the tile coinciding with the beginning of demo. Making sure I paid the remaining balance, the contractor went to pick up what we were told was ready, when he arrived he was given 2 separate dye lots, and that the order had to be placed again, how frustrating to have a contractor ready to work but is paused due to delays on someone else's part. I called the sales rep who was very apologetic on her end, and tried to resolve the issue with me finding another tile, so I went in that next day. Sadly there wasn't another tile that matched my vision. Ann then assured me that the new order would be in the next Thursday. I called the next Monday and was still given the assurance that we were on schedule. Thursday comes and I hear nothing from the place on my order, of course I now have to call them, Ann answers the phone, and tells me that the tiles were messed up somehow with the colors and they don't look the way it should have, so she couldn't let me take them, thanks. She then wanted to see if I wanted to place another order and wait on that arrival,at this point only a refund would be fitting. Not sure who runs this place but the communication and errors made are so unprofessional. This establishment is playing with people's time and money. To have a contractor start working on a project, have to stop due to another company's error is insane. Throughout this bathroom renovation this has been the only issue causing stress. Long story short,...

UPDATE: Hi Tiles Unlimited, thanks so much for responding. Firstly, I’m sure you’re aware that Francesca has repeatedly apologized for her behavior in the showroom that day which is why my sister returned to the store. It was appreciated as anybody in this day and age just wants to feel a bqsic level of respect. I’m sure things get lost in translation, but it’s important to stay true to facts, so I’ll correct the details in your response: the tiles we were asking Francesca about were not already purchased, hence our asking about them. And the tiles we asked for pricing was one seen in your showroom and also not purchased, so the aggravated response then was unwarranted.

As said, Francesca has since been nice but if we’re being honest here, certain stores have a tone and as seen in your response, your store’s tone and treatment of customers can sometimes be adversarial. Either way, if my sister and Francesca can reach an agreement and Francesca has since been nothing but kind, then that’s great and business resumes.

——— We had spoken with this place and priced out some great tile. We came abck to place orders and one of the reps, Francesca, was absolutely terrible. They didn’t have the sample so I asked to see it on her monitor, and she said “well you can Google it.” Then when we asked a tile price, she said, “you need to tell me measurements, what price what?!” But we needed the square foot price. Unnecessarily contemptuous and disrespectful. There are many other stores with kind salespeople. Go...