BuyTile.com

On Aug. 8 I ordered two boxes of common subway tile and associated trim pieces from Buytile.com for a kitchen backsplash. Their website advertises 1-3 days to process an order and 7-10 days to ship. Buytile.com charged my credit card at the time of my order. After several weeks I contacted them by telephone on Aug. 19 and was told that shipping would be delayed two weeks more, because of the increase in orders they normally receive this time of year and was told that my order would be shipped Sep 1. When the order had still not been shipped I phoned again on Sep. 6 and was told it would be shipped that week. When my order had still not been shipped by Sep. 13, I telephoned again and was told my order would ship in a week. Given the option to continue to wait or cancel, I cancelled the order and was told I would have to go through my credit card issuer to obtain a refund, because "they had changed credit card processors." The company never replied to my emails and never returned phone calls when I left voice messages. The various customer service reps I spoke with whenever I was able to get a live person on the phone were always polite, but always had an excuse and never actually helped me. My experience with this company was completely negative and I warn everyone not to do business with them. I believe what they may be doing is using customers' money as an interest free line of credit by delaying the fulfillment of orders as long as is legally permissable under FTC regulations.

i ordered some trim tiles. i got an e-mail confirming the order and was charged for them. after 3 weeks, they cancelled the order. no notification. nothing.

I found this company online and learned later they had a physical store in Brooklyn. I found tile that I liked and ordered it by phone, since I was eligible for two discounts and the website doesn't allow for that. I dealt with Leah who was very nice and prompt. My order was very quickly shipped. Later, when it was found that we needed more tile than originally ordered, she was extremely helpful since it was on backorder by then. I got my tile in time to finish the renovation. Additionally, they were very quick to ship samples, which a different tile store in New York was unable to provide for weeks.

Very well in terms of the company itself. Buytile has some of the most responsive customer service staff I have every worked with. Through no fault of their own, there was a problem with the shipping. I did not realize I had to designate a delviery as "in home" and pay extra to have them bring in the tile. While my dealing with the trucking company were a nightmare, Buytile stepped in and rectified the situation in a way that was very respectful. I recomment Buytile.com, but with the warning that if you want to have a large quantity of tile delivered and don't ahve a contractor onhand that day to carry it in, remember to ask specifically for an "in home' delivery!