"Ordered tiles at a cost of $537. Credit card charged within 5 minutes of placing the order. Three days later I receive a call that the tile is discontinued. I said ok, refund the charge on my credit card. One day after that I receive an email that "a full credit has been issued back on my credit card". No it was not. I have called everyday for the past week. The customer service person says your credit will appear tomorrow. None appeared. Then some crap about confirming with the manufacturer. I sent them this certified letter describing the run-around I am getting and no return calls from a supervisor each time I called to find out the status of the crediting my charge card. They are bad news. "
"Worst customer service ever! I have been waiting for weeks for my over $700 order! No where on my order or confirmation did it say my tile was on back order and when I called to inquire, the customer service rep argued with me saying you were called and e-mailed to tell you this. I explained that the only thing I received back from them was that the status saying usually ships in 4-5 wks. I asked her what was going on, she said it's on back order... This puts my project way behind and if I had known that, I wouldn't have ordered it! "
"I had a chat session with them regarding getting a sample of a particular tile. No, they couldn't do that. But we could order a whole tile ($30) + pay $10 shipping just to see it. Okay, but could I return it if it doesn't work. Sure - if I pay return shipping + a 25% restocking fee. What about finding a local place to see the tile? Sorry, can't help with that. What about a number for the manufacturer so I can find a local place? No, can't provide that info either. Well, where is the manufacturer located so I can find them myself. At this point, she justs stops responding to the chat. I've never had someone "hang up" on me on a chat session. Well, I have a couple of bathrooms and a kitchen to buy tile for, but there is NO WAY I would order from them. Plus I will be sure to pass this story along every chance I can. I'm sure that would be alright with them because they clearly don't care if they get business anyway."
"Very few companies send notifications to keep the customer up to date in their shipment. Cool tiles is one of them and I appreciate it very much! What I bought it was exactly how it was described!"
"NICE MATERIAL FOR THE PRICE, FAST SERVICE TOO!"
"I used the online help button, the young lady was very nice and helped me through the process of getting a sample shipped out. I will use Cool Tiles again we the need arises.
Tim M."
"The sample was more blue than the picture showed, so I won't be able to use it in my bathroom."
"Love the tiles and the quick shipping, thank you so much!"
"Customer service was very helpful answering my questions about the tile. The order arrived promptly and was well packed. We LOVE it on the face of our fireplace! Great job, especially in an era of poor customer service in so many business. It was a breath of fresh air! I was a little nervous buying tile online, but the pictures were accurate. A great experience over all.
"
"My order came quickly. I appreciate the offering of samples."
"I am so dissatisfied with this company. This is the first time I have ordered from them. I place the order at 7;00 p.m. on the 27th. When I read the questions and answers it says you will receive an e-mail when the order is being processed. It does NOT say it take 3 to 5 business days from them to process an order. It then says it is shipped directly from the company. Yes from California not New York where Cool Tile is located. Then when I call in on Friday the 30th because I receive an e-mail on the 29th it was processing but no tracking #. I find out from their customer service girl who mumbled her words so much I had to keep asking her to repeat herself. That the order would not be done processing until today. They will not ship until Tuesday 12/4 and I'm told that UPS will NOT deliver on Saturday because they won't pay for a ground Saturday delivery! I can't return this product because it was on Sale. Unless I cancel NOW and it will still cost me 25% restocking even though it has not been processed all the way!
To the cool tile response. You send me an e-mail on the 29th showing my order. On your questions and answers it does not state it takes you people 5 days to process and order for 28 tiles! Also you are in New York How was I to know the supplier was in California when I placed the order.
From your Question and Answer Page 1. How long will it take to get my order?
All of our products have the availability listed on the item page. We update our website on a daily basis to give you the most accurate information we can. If there is a backorder on the items, you will be notified within two business days of placing your order via email and by telephone. Most of our items ship directly from the manufacturer to you.
FYI: FROM UPS SYSTEM. SHOWS THEY ORDER WAS PROCESSED ON 11/30 BUT STILL DID NOT SHIP UNTIL 12/4
San Pablo, CA, United States 12/05/2012 1:06 A.M. Departure Scan
12/05/2012 1:05 A.M. Arrival Scan
Stockton, CA, United States 12/04/2012 10:36 P.M. Departure Scan
12/04/2012 6:42 P.M. Origin Scan
12/04/2012 3:25 P.M. Pickup Scan
United States 11/30/2012 4:13 P.M. Order Processed: Ready for UPS"
"very nice products, and shipping time is on point. I've purchased from them before, and probably will again."
"Not notified that part of order was shipped. Part of order was not addressed properly, delaying shipment. Have received order. Tile appears to be quality, but have not installed to date. Would recommend. Caveat Emptor."
"Just got off the phone with Jackie the customer service rep. I was making a change to a sample order placed over the internet the day before. She was very helpful and upbeat in spite of losing her house to hurricane Sandy the week before. We were able to handle the transaction smoothly and efficiently. She even suggested that I, as a designer, set up a professional account in order to save $ when I place the larger order. The website was also easy to navigate."
"I have ordered from both Cool Tiles and My Knobs on multiple occasions and have been 100% satified with the product and the time between order and receipt of the product. I am redoing my second kitchen and have not found the wide range of products for both tile and hardware at local outlets. Exceptional quality and prices."