I was very unhappy with my experience at The Tile Shop. I purchased 700 square feet of subway tile for my kitchen, and once my countertop was installed, I realized the colour of the tile was too dark. I called the store to ask if I could simply exchange it for the lighter shade from the same pallet. Instead, I was told I had to return the tile and pay a 30% restocking fee (over $110) and then purchase the lighter colour. This policy was never mentioned at the time of purchase, so I was shocked and frustrated. When I returned the tile and paid the fee, I tried to explain to the staff member that it would have been helpful to know their policy ahead of time. I wasn’t asking for anything, I simply wanted to share my experience and how unfair it felt. Instead of acknowledging my concern, she dismissed me and pointed to a sign posted farther away, saying “that’s why it’s posted.” Being brushed off like that after already paying the fee was really upsetting. Most customers are not going to walk around reading random signs, especially when something this important should be clearly communicated at checkout. The bottom line: Do not purchase from here unless you are absolutely 100% certain about your selection. Any changes to your project, even minor ones, could cost you unnecessary fees. Based on this experience, I will not be returning.
We were trying to find Spanish floral tiles and this is the place! Beautiful tiles and very good price. If you are lucky they have tiles on great promotions. Do allocate at least 1 hour here to browse through their selection since it is huge!
As one review mentioned a month ago that the staff were not wearing their masks. On Dec 4th, I called the store to ask if they had a specific grout I needed for my tiles. I was told on the phone and assured they had the product. Drove quite a distance to get it because other tile company’s didn’t have it. I arrived at the store to find 5 employees gathered at the front desk not wearing masks and having a social conversation. When I asked about the grout was told they don’t have it. They all didn’t seemed too concerned and like the other review was told there’s two tile stores across the street and they might have it. Quote review from the Owner “ We are sorry that you had an unpleasant experience at our store, and we will work on fixing these issues you have pointed out. We're glad you found a solution for your project, hope all goes well. Stay safe!” Well a month later and issue is not fixed. I went across the street to the other tile place, they didn’t have what I needed but directed me to a tile place that would have it for sure. Called them and placed the order and picked it up. The tile store doesn’t seem to care about customer care especially during these times.
One staff member approached me with no mask, and another was walking around with his mask falling below his nose. The shop has limited space for distancing, and the staff were not helpful in answering questions or providing information. In fact they seemed unconcerned about making a sale, and one staff member gestured to me that there were two more tile stores on the street where I could shop around. Which I did - and I will be placing a large order at the store across the street, where I was assisted by a lovely, helpful woman (who was wearing a mask) in a much more spacious showroom that felt more comfortable to me, in these times.
Terrible customer service. Decided not to answer any emails once the shutdown started. Every other tile store in the city is still in contact with their customers.
We recently bought tile for our bathroom here and it was a good experience. Our rep who helped us and rang through our order was knowledgeable. Great showroom & selection. Prices were decent, I compared their prices elsewhere and found they were either the same or slightly more.
Super friendly staff, they accommodated my last minute small tile project very promptly even though I hadn't ordered in advance. They seem to have more stock than anywhere else in Toronto. I highly recommend the tile store. I finished this entryway that weekend thanks to them!
The Tile Store is a Canadian Tile store based in East York, Ontario. The Tile Store is located at 20 Bermondsey Rd #1, East York, ON M4B 1Z5, Canada.
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