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Business Profile

Building Materials

Stone & Tile Shoppe, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/22/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Two types of honed marble from them a week after the order was placed they came back and told me that they would fulfill the order for an up charge That amounts are over 30% of the original invoice I paid for And they still have the same product on their website at the lower cost and they want to charge me

    Business Response

    Date: 11/26/2024

    We want to start by saying that we really appreciate the feedback as it is very uncommon for us to get a bad review.

    Unfortunately the very first sentence of our return policy addresses this so we cannot be more clear about this.  If stock is unavailable at the time, you will always be given the option to cancel the order or as a service to you we can find it for you but the price will be higher since it is from another source.

    We really try our best to help as much as we can.  We don't want to just cancel the order and leave anybody high and dry - we know people come to us when they cannot find what they need anywhere else - so if we can help by sourcing it then we will.  At that point it is completely your decision to order the material we source for you at the price we find it for or cancel the order - there is no obligation to you if you want to cancel the order in such cases.

    Thank you for your understanding and hope to work with you again in the near future.

  • Initial Complaint

    Date:11/04/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2023 square ft of tiles ******************** cabriolet from stoneandtileshoppe.com via their online website for a total of ******** on October 31st and paid in full via a credit card. They had advertised that any order over ***** was eligible for free shipping which clearly placed my order as eligible. Prior to placing this order they proactively text me on October 26th to tell me the product was available and could be delivered in 13-15 days. Prior to placing the order online I called to verify that the product was available and in stock for delivery just to make sure. Once I placed the order, I followed up on November 2nd via a phone call to inquire about delivery time to see if the product could be delivered around November 15th. They said they would contact ******* and get back to me. They followed up with an email on November 3rd stating that the product I need is on back order but ******* found a warehouse that still has the product to fill my order but I need to pay $914 for freight charges even though they advertised free shipping on orders over ****** I then contacted other ******* and asked about availability and if the product was at another ******* warehouse that was not nearby, do they charge additional freight. They said no and that ******* move products between warehouses all the time to fulfill orders throughout the US for no extra charge. I then contacted Stoneandtileshoppe and inform them of this and they still refused to ship my order unless I paid the extra freight charges. I proceeded to go back on their website on Nov. 4th to see if I order the same product if there were any additional shipping charges and it still clearly had free shipping for my order again. I feel they are deceptive in their advertising and want them to commit to what they advertise and ship my order for the price they advertise of which I have made full payment.

    Business Response

    Date: 01/24/2023

    Business Response /* (1000, 5, 2023/01/07) */ Dear Customer, we tried to contact you several times about this complaint but we are sorry we were unable to get a hold of you. We service tens of thousands of customers for ******* products and as you can see, we have never once had any such complaints. Our policy is very clear and links are provided to it prior to checkout for every order. "Free shipping promotions are contingent upon stock being available at the closest warehouse..." This is the first sentence of our Free Shipping policy. It continues to say "If the material is not in stock at the closest warehouse to the customer, freight costs to deliver to your shipping address from the next closest warehouse which has stock will be offered. You can take that offer or cancel your order and get a full refund." This is exactly what we offered to you. We'd also like to Thank you for pointing out how much we communicated with you for several months. We really appreciate you pointing this out because we take pride in the fact that we are the most communicative, flexible and helpful of any tile company on the internet bar none. We love our customers and we love to help them - that is why we have the best ratings and reviews. In your case, we found the tile for you - no matter how little there was or how far it was - we located it and offered it to you - it would have been much easier for us to tell you its sold out and cancel your order but we did not. We communicated our findings to you and worked with you throughout the process. Lastly, we'd like to clear the record regarding ******* transferring tiles for free. This is untrue. They do transfer from their distribution centers to their local Sales/Service Centers (they call them "SSCs") but they do not transfer from one SSC to another. Again, we work with them on tens of thousands of orders and this is simply untrue otherwise we would have happily done this for you. We hope you will come back to us for your floor or wall covering needs as we would love to help you through them once again. Sincerely, Stone & Tile Shoppe.

  • Initial Complaint

    Date:09/04/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 88 sq ft of Ripple Juniper Ceramic Tile for my bathroom. The order took 4 long months to come in. Every time I called to check on the order I had to talk to someone who had to contact someone else who then had to contact someone else who would finally get back in touch with me with the answer to my question, sometimes a good 2 days later After all of that, enough of the tile arrived broken that I needed one more box of tile, or another 9 square feet. So I tried to buy one box on the stone and tile website but it wanted to charge me $300 to ship $40 worth of tile, so I contacted Stone and Tile to see if they could help me figure out another way to get just one box of tile. They said "We can look for ground shipping options but we won't be responsible for any damages." Then they told me the cost for shipping would be $99. The shipping still cost more than twice what the product cost, but I really needed the tile to complete my project, so I agreed, thinking if they were going to charge $99 for shipping it would surely be packaged well and arrive safely. I was peeved to have to pay another hundred dollars to get replacement tile because the first round of tile I paid for came with so many broken pieces, but I did it anyway because we needed the darn tile. Out of the 40 tiles shipped, only 10 arrived unbroken. The packaging was so incredibly lacking, it was easy to understand why. They clearly can't be bothered to care about they customers or about the way their products arrive. Please look at the attached images. This is what you will get if you order from Stone and Tile.

    Business Response

    Date: 09/28/2022

    Business Response /* (1000, 6, 2022/09/26) */ Apologies for the damaged tile. This is the reason we quote freight trucks and not UPS because UPS always breaks it no matter how well we pack it. Having said that, we replaced it all free of charge. We couldn't be happier we got to work with you through the problem and make sure your order was perfect at the end. Consumer Response /* (2000, 7, 2022/09/26) */ Stone and Tile sent a new box of tile in exchange for reconciling this complaint

Stone & Tile Shoppe, Inc. is NOT a BBB Accredited Business.

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