Stone Tile

Tile & Stone Retailers
1451 Castlefield Ave Toronto ON M6M 1Y3
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HomeStars  >  Green Products & Services in York  >  Stone Tile  >  Nice product. Terrible customer service once you have paid them. Buyer beware if you need service
Christine and Doug in North york
Christine and Doug in North york
8 reviews Toronto, ON
2/10

Nice product. Terrible customer service once you have paid them. Buyer beware if you need service

Absolutely terrible customer service. I have used them several times through a designer. In the summer I ordered some tile myself for a small powder room reno. I was told it would be 8-12 weeks. After more than 12 weeks I emailed and was told I have to wait for a text message as this is their new system. A week later, no text message. I emailed again and was told to wait for a text message. Another several days go by and I called and spoke with customer service. They put me on hold and then cane back on and said “ oh, sorry your order has been here but we forgot to text you,!!” That was bad enough but a week later I realized that the rep had ordered far too much tile. I had 1.5 boxes left. I emailed my rep and customer service to ask if I could return the one full box ( realizing there’s woukd likely be a 15% restocking fee). 3 days go by with no reply so I resend the email. After I week I call customer service last week who apologized that no one got back to me and said that even if they let me return the full box it would be at LEAST a 50% restocking fee. At this point I told her about all the frustration and atrocious customer service- she was very apologetic and said someone would definitely call me by the end of the day. That was last Friday. It is now Tuesday and I have not received a single email or phone call. I would NEVER use stonetile again. They have very nice and unique tiles but I have never experienced such absolutely terrible customer service.

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