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Complaint Details
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Initial Complaint
05/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business sent us the wrong product and will not exchange it for the correct product. They sent ** the wrong color tile from what we ordered. All we are seeking is an exchange, and they refuse to do so because it is outside of the time widow for their policy. When contacted about this they have been extremely rude. Please do the right thing and exchange the product. We ordered $1400 worth the tile and they refuse to simply exchange it for the correct tile we ordered.
Business response
05/25/2023
They more than a year ago and only contacted yesterday that it arrived damaged. Return and exchange window is 30 daysCustomer response
05/25/2023
The product is not damaged. It is simply the wrong product, it is not what we ordered. All we are asking is the business do the right thing and exchange the incorrect product for the correct product.Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A large portion of my tile shipment #****, placed on August 28, 2022, arrived destroyed. I noted this to HeyTiles via email on September 12, 2022, within 3 business days of receipt. When I asked for a refund on September 12, I was put through a three week email runaround and asked to provide the same information several times. I have a photo documenting the destruction, and an exception number (#******) from the shipper (T-Force Freight) confirming the destroyed shipment. There is no clear policy on the HeyTiles site for refunds related to damaged shipments (*********************************************************). I called Hey Tiles and was received unprofessionally and told that my tiles were not destroyed. As of October 3, I have not received a refund and the contact at HeyTiles ********* continues to dispute the photo of the damaged tiles and the exception letter from the shipper.Business response
06/09/2023
We've been in touch regarding the damaged item you received from **. You had sent us a picture of one box, and we offered to refund you for that one.
However, you have mentioned that most of the tiles were broken and we wanted to take a closer look at the damage and we asked for additional pictures of the damaged items, but we were told damaged tiles had alredy been discarded . Our offer still stand a refund for the damaged box
We hope to hear from you soon!
Thanks,Initial Complaint
04/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered angora subway tile 2x6 when they were delivered we discovered 6 tiles were broken I called the company and they wanted pictures the tile guy did not keep them because we couldn't use them . Yes I seen the broken tiles when they took them out of the box. When I called the company I was told to bad you nerd to order and pay for more. Horrible company and no customer service skills at all. Stay clear from themBusiness response
04/28/2022
Hello
they ordered to boxes and it was delivered via ups UPS1Z23X35V0390396384,1Z23X35V03921957942, then they wrote to us and said 4 tiles are broken and i asked em if they could pictures of broken tiles so i can send replacements and i was told there is no pictures and installer pieced together and used them. Our policy is we need pictures if tiles broken in transit so we can file with warehouse to send replacements and file with carrier to get compensated. So then the customer called in the they started with are you even a legit company ill report you to bbb and post all over ******** all kind of threats .. we are happy to send replacements if we are provided with pictures of broken tiles.. thanks
Initial Complaint
04/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 03/22/2022 I submitted an order online for some tile via the Hey Tiles website. The amount of the order was $341.13 my order number was 2187.Upon receipt of the tile, it was all cracked and useless. I submitted a claim to customer service and they promised to get back to me. After several follow up emails, they've gone silent and no longer responding to my emails. I would like to get my money back since they delivered unusable tile.Business response
04/13/2022
Hi.. order was delivered, customer reported that order had come damaged, we requested pictures, customer sent and customer got refunded in full including the shipping fee
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6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.