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"Ordered glass subway tile for renovation. Order shipped in two days and arrived a day later! Not one tile was broken. Amazing service and was able to get 10% off of the order online. Very pleased!"
"I ordered tiles for a kitchen backsplash and received my order the next day! The process of ordering was very easy. I even received a call from customer service the day I placed the order confirming the order. The customer rep wanted to make sure that I wasn't trying to match existing tile because the specs on the tiles I ordered were slightly different from a similar tile previously offered on their website. The tiles arrived the next day in perfect condition. Overall excellent experience."
"Horrible experience trying to return an order. Order placed on 2/15 and cancelled less than 24 hours later. Order tracking indicated order was in process when cancelled. Buytile.com called 2/18 to verify cancellation and bemoaned the cancellation because it was special order. This was absolutely untrue because I was told that the tile was in stock. The order was shipped despite the cancellation. When I called for a return authorization, I was informed that a 25% re-stocking fee would be harged even though their published return poilcy states that cancellation of orders in process would receive a full refund. The Buytile reply to this was that the order was shipped the same day it was placed 2/15. UPS tracking indicated that it was not processed for shipping until 4:57 PM 2/18, after cancellation was confirmed. Buytile.com charged $49.00 shipping on the order. I return shipped the same package with the same carrier for $14.00. The tile cost was less than half at Home depot with free shipping. Shop around before you buy at (Don't)Buytile.com."
“Dear joferrara,I am sorry that you did not feel we served you as promised.I actually remember when you placed your order. You wanted your product right away. You placed an order with us and cancelled the order 2 times. Those 2 cancellations were fine as nothing had shipped. The 3rd time you placed the order you asked that we please get it out to you as soon as possible. We worked directly with the manufacturer so that they would direct ship the tile you, not standard procedure but we wanted to please you. On Saturday you e-mailed saying you wanted to cancel the order. I called you myself on Monday and was confused because of the back and forth cancellations and wanted to make sure that your 3rd cancellation e-mail was correct. I informed you that there would most possibly be a re-stocking fee, but that we would confirm. Unfortunately, we were unable to catch the shipment from going out to you in time.I guess we worked too fast for you? Honestly, I'm unsure of what we could have done differently.”
"Horrible horrible horrible. I ordered 5 samples and two never arrived. They told me the other two were on backorder and they had to cancel them but they only refunded me for one sample. Stupidly, I ordered another 5 samples. This time NONE of them arrived. When I contacted customer service and spoke with "Hasina" she was very unapologetic and basically told me that the tiles wouldn't be arriving for another two weeks so I asked her to cancel the order at which point she stopped speaking to me (this was through the online help). I still have not heard if they will be providing me with a refund. Buyer beware. I definitely will not be purchasing my tile order through them!UPDATE:They did refund my order and quite promptly at that. Wish my experience with the online help would have been better."
“Dear BellBeck1,I truly apologize for the experience you received with our samples program. At times we have had a rep helping with online chat that may be checking on an order in our warehouse downstairs or answering a query from another client on the phone. Were making the changes necessary to have someone fully dedicated to Online Chat, hopefully this will help our current and future customers.As explained in our private communication with you, we received a very large amount of sample orders after the holidays. As a result we became quite backlogged and have turned off the sample program for our site while we catch up and make sure that we can handle the traffic.We are a small business and please rest assured that our intention is not to take your $11.99 and not fulfill your order or send it out as soon as we have the items from our vendors. We realize that a sample order where we lose money will hopefully lead to a full order. The shipping fee to send out your 5 tile samples was refunded the day you asked for it.Again, my apologies.Sincerely,MiguelManaging DirectorBuyTile.com”
"Read the reviews: Think very carefully before placing your order.I will NEVER repeat this mistake that I made ordering from BuyTile.com. I wasted over an hour and a half with with various parts of BuyTile and their shipping company (Central Transport) today. They make people beg and plead for their goods to be brought to them. That never happens with other things that I need for my business. I don't think I have had as bad an experience with any other commercial company in recent memory.Besides "Central Transport" and BuyTile.com.This was a horrible service experience. BuyTile has no idea how to serve their end customers effectively, It is only through dogged calling, re-calling, listening to their BS and excuses and non-excuses and finally BERATING and SHAMING the company that I finally (miracle) got my delivery over a week past the promised delivery date. This means the job SAT waiting for over a week.This is after they were informed that the delivery date was critical and I was promised "EXPEDITED SERVICE" Congratulations BuyTile.com for a total failure to meet the LOWEST expectations that a reasonable person could have.Latest update: Monday 7/30 /12 Something went out on a local truck a 7-days after the promised delivery date. The local shipper never tried to contact me to set up an "appointment" for delivery., But whatever. I call the shipper in Michigan and find out that it is FINALLY coming. It is "On the Truck"!!!But no, I am again simply BLOWN OFF and the shipment is sent back to the shippers' warehouse UNDELIVERED because of lack of proper logistical planning. Really? You blow me off AGAIN and no call is made to re-schedule the delivery. And no call is made out to apologize for the MANY MISTAKES. Meanwhile I call Michigan and New Your and email the companies asking why I was left waiting for the promised delivery til' 7 PM my time. Nothing in your this company is connected to reality. The original estimate of my ship/receive date was MADE UP. My calls go to Michigan. Nothing I ask or request has any effect. Nothing is prompted in their system even thought the shipment is overdue and it is THEIR RESPONSIBILITY TO DELIVER IT TO ME.The Portland location has... "no way of knowing" that I want this delivered ASAP despite my calls starting on the day that I ordered it from BuyTile.com. I am fruitlessly calling the number I was given in Michigan and the local depot aren't told you about my calls???I am not told that my shipment ( which wasn't delivered for whatever reasons, now will SIT until....when? Until I yell at you? Until I re-schedule the unscheduled delivery which didn't happen 3-days late already?Back in the real world, I am waiting on 7/30 at the jobsite for the truck that is already unloaded. Finally, I write an email to Central Transport at 7 PM asking for help with the shipment. Nothing happens. And when the email should have been read at 8 AM Eastern Standard Time - well before the people begin working here on the west coast. No one bothers to do anything. Oops! Trucks are loaded at 7AM PST and everything that has happened the day before doesn't matter! Customer service doesn't bother to act on my email so my shipment that was supposed to be delivered on 7/23, then 7/27 then 7/30 is now somewherw in the "no delivery scheduled" zone. The company screws up, and doesn't have a system for seeing the screw-up....so I go to the bottom of the deliver pile.Does that make any sense to you?Not ONCE was I ever called to schedule an appointment BEFORE the time that my shipment was expected to have been delivered already. EVERY time there what a contact it was because I called the company when they missed the agreed upon time and did no follow-up!Their systems let it drop over and over and no one was even aware that there was a problem. That is really shitty service and they have no system for following or catching THEIR OWN ERRORS.My complaints are fundamental: the company has no idea what an END USER experience is like and they don't seem to care. So whatever. If I ever have a chance to talk about BuyTile.com or Central Transport Shipping company I will badmouth them forever. But, whatever. Right?"
“While we understand your frustration we think that it is important to note that the bulk of your troubles were from the carrier that we chose to ship your goods with. The carrier in question is a national company is very well known, but just like every other shipping company is far from perfect. We only use reputable carriers to ship our products and in your case they dropped the ball. That was completely out of the control of buytile.com. Even so we contacted you and offered to refund some of the money you paid for delivery, but you never responded to us. While we try everything we can to provide top notch customer service we cannot control all the carriers we use any more than any other company can. We sincerely apologize for your inconvenience.”
"It took awhile to get my product but once I did, I was very happy with my product. I have looked all over the internet for orange penny tiles and buytile.com were the only ones with the look I liked. I am planning to order more from them in the future."
"We were so pleasantly suprised to find the exact tile at the lowest cost through buytile. When shopping around at other tile stores, when we told them our cost they said go through buytile. We thought for sure there would be broken tiles once we receive the order all the way from New York. But no, they were wrapped so securely and cushioned, not a single tile is chipped or scratched. I just wish they had all the trim pieces to match and I would buy those from buytile too!"
"It’s not often, and I mean hardly ever, that I receive they type of service I did from Denoche. He deserves a lot of credit and some kudos for his care and concern regarding my “small order” in the grand scheme of things.I bought a new house 15 years ago and I had some cracked 6” x 8” tiles around the tub in the extra bathroom due to a little “accident” my son had while visiting last year. Well since my girlfriend and her children were suddenly moving in with me due to some issues with her rented house, I was under the gun to get this fixed. I had shopped locally all around the Chicago area, only to be told they don’t make 6” x 8” tiles anymore – much less anything that would match the existing tiles. So the internet shopping began and I eventually found something that looked like it would work as noted on my order #17292. The tiles were listed as 6” x 8” with a note that dimensions may be “approximate”??? Since this was a repair job, I needed the exact size.I called and discussed my situation with Denoche – he was VERY helpful and even gave me his direct line so I could call him with any questions or concerns. (actually we talked several times!!!) I was told the tiles were (should be according to the computer) in the Canadian warehouse so there was no way to actually measure them. I asked him if he could call up there and ask them to measure – he said he would try – and he did!!! I got a call back from him and yes – they had the tiles – but they were 5 7/8” x 7 7/8” – would I like him to send me a sample??? I said let me think about it……..I called him back on the gamble that the color would be a close enough match and I might be able to make the smaller tile size work. He thoroughly explained your policies on the pricing, broken case fees for my 25 pieces, shipping and expected delivery date. He processed the order and had the tiles on their way and delivered to me within a matter of days!!!!!! He sent me the tracking number for the order too! He was just amazing thru all this! The bathroom was finished on schedule and looks beautiful!!!!!!I thought you should know about my problem and the happy ending – thanks to Denoche!"
"MY WORST NIGHTMARE COME TRUE. Buying from buytile.com will turn you off of online shopping forever. We bought several boxes of glass tile from buytile.com. They sent boxes that were labeled with the correct color, but inside was the wrong color tile...I ordered a light green, they sent me dark blue which is another color they offer in the same tile. I tried to explain this to the salespeople...they said no, the boxes have the correct label so it must be the right tile. I then sent them pictures of the tile to prove it was a totally different color from what's shown on the website...they said you can't go by the picture on the site, the actual tile might look different (dark blue compared to light green is very very different, plus what they sent matches up perfectly with a different color they sell of the same tile!). I sent them a photo of a sample I had of the correct tile compared to the color they sent me, plainly showing that their shipment was wrong...they said they couldn't trust my sample because I didn't get it from them!I spoke to another tile retailer who looked at my pictures and said it was obvious I received the wrong color of that style of tile.Every step of the way they refused to take any responsibility for their mistake, even in the face of overwhelming evidence. I don't know what else to do. I dreamed so long of having a new bathroom. I am now out over $1000 and can't afford to buy new tile. The tiles don't match anything I have and my new bathroom is ruined. Thanks buytile.com."
“We have contacted the customer and explained that we can not be responsible to match a sample of a tile that was purchased elsewhere. however, having seen how upset this customer is we have made arrangements that were satisfactory to them. We look forward to a positive update to this complaint.”
"Great way to buy more standard (and even specialty) tiles, at a better value. Easy to use website."
"WORST experience I've had with an online retailer to-date! We are remodeling a cabin and needed to purchase tile for two bathrooms, a kitchen backsplash and a fireplace. We couldn't find the design or style of tile we wanted from our local home centers or tile specialty shops, so we looked online instead. We found great options and designs on Buytile.com, and placed an order for samples in mid-May. Samples still hadn't shipped by early June, so I called to check in on the order. Customer Service rep said some samples were not in stock but would be shipping "in a matter of days". Days came and went, and I checked in with them three more times in the next two weeks. Each time, their promised ship date came and went with no update. I placed yet another call to customer service and they said full size sample tiles should be shipping out over the weekend. This is now well over a month after our original order was placed (SAMPLES – not even a full tile order). When we finally got a partial shipment of our samples, they were 2x2 cuts, not full sized. It's now two months after our original order and we STILL haven't received all of the samples we ordered. This has put us over two months behind in our remodel project. If it took BuyTile.com this long to just get samples to us, we decided not to chance it with how long it would take to receive an order of any tile we may have purchased through them. We did not end up ordering any more than samples from them. We ended up purchasing from the Tile Shop locally and they shipped all tile to the job site within the same week we ordered. Order tracking on their web site, as well as customer service follow-up was a total disappointment. I had to call and email them multiple times to check on order status and get new delivery dates, none of which were actually met. (Update)I did receive an immediate response from Marty at BuyTile.com just a couple of hours after posting this review. He sincerely apologized and asked if there was anything they could do to make it up to us. He promptly refunded our order in full.It's nice to see they are trying to make improvements with their overall customer service experience - I just wish I could have received the same attention and prompt response with our tile order."
"Not only did Buytile.com have exactly the green penny rounds that I wanted that were difficult to find in stores, but they had it for the lowest price and the quickest shipping! Everything arrived in perfect condition. My new kitchen backsplash is gorgeous!"
"I ordered tile samples through Buytile.com. They arrived very quickly and unharmed. I thought their prices for samples was very reasonable: $6.99 for 3, shipping included. They followed up to make sure I received my order, and I was happy with the service and communication overall. I chose tile from a different supplier, but I would definitely keep them in mind for the future."
"I contacted buytile.com to order a few samples for my bathroom remodel. They have a great selection and the prices are low. My shipment arrived quickly and in good condition. I plan to purchase from them in the near future."
"Buytile.com's prices were very competetive - shipping rates were the cheapest I've seen for Tile. Product was well packaged and shipped very quickly. Overall it was a great experience"
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