Complaints

This profile includes complaints for TileBar LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TileBar LLC

  15 Hoover St Inwood, NY 11096-1317

  
• 

  TileBar LLC

  800 Snediker Ave Brooklyn, NY 11207-7606

  

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.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed a tile order and when inquiring about delivery date I was told 14 days at the latest. The delivery has been shipped and now delivery is looking to be 2 to 3 additional days, which does not work for my other shipping logistics. I tried to express this issue to the business and was told if the delivery is late due to their problematic logistics I will have to pay return fee for delivery refusal. I want the company to expedite delivery to ensure its delivered by the promised date.

  Business Response

  Date: 02/14/2025

  Dear ******,
  Thank you for bringing this matter to our attention. After reviewing the claim, I can see that you are currently collaborating with your trade representative, Elle. I also noted that **** has already sent an email and is awaiting your response in order to reach an amicable resolution.
  Kindly review the email and respond at your earliest convenience, letting us know how you would like to proceed.
  

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for the email. The representative has been great. The tile arrived in time unfortunately several tiles arrived damaged.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the tile is currently in transit to my final location where I will take pictures of damage and roughly a week. I am marking this as not resolved until all Replacements or refunds are completed

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  Hi all, we are monitoring the replacement and will continue to work with the client until the matter is completely resolved. 

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Nanoglass tiles from Tilebar on 3/25/24 for $1158 + tax, and got them delivered in April. When the contractors were working with the tiles, however, it was cracking and breaking with just regular cutting they usually do. When I called to find out about replacement for the broken tiles, the representative stated the tile is no longer produced and is on sale at almost 1/2 the price until they get rid of the remaining ****** sq ft worth of tiles. When I called back after checking with the contractor, another representative was trying to sell the defective tiles at the original price instead, also stating the color of the tiles might not match, etc. ************ is selling a defective item and then being dishonest about their sale price for the tile that is being discontinued due to the obvious defective manufacturing. The contractors cannot work with these breaking/cracking tiles. I need a full refund of the 5 boxes of tiles I purchased, $1158 + tax ($89.74).

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to submit this complaint. 

  After a thorough review of our records, we are unable to locate any previous communication or transaction history related to the reporting of defective tiles. Based on our audit, we observed where you contacted us asking how many pieces per box came in the Nanoglass White 24 x 48 tile. We also saw where the representative you spoke to initially provided incorrect information; however, that was further clarified by one of our supervisors. In order to rectify the issue, you were offered 3 free boxes, paying only for the shipping. All 3 boxes were shipped and delivered on June 14th, 2024. After this point we did not receive any follow up complaint about the quality of the tile and the pricing. We take pride in maintaining the highest standards for all our products and want to assure you that our commitment to quality is unwavering. We have a quality team who inspects all material regardless of their current status. 

  We have sent an email asking for further Information, as we are invested in making this right for our client. 
  
  

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a purchase for large tiles on May 3rd based on a delivery date of 7-8 business days. I explicitly asked the sales person about the DELIVERY date because we were working on a very tight schedule and we only have 1 bathroom in our apartment. The sales person ********************* at the ** showroom said, yes, this will be delivered in the timeframe you need so we placed the order. On what should have been the delivery date we get a notification that our tiles were just picked up from the warehouse in ******* and expected delivery date was now another 10 days. I immediately called tilebar and they basically said not our problem and there is a lead-time now of 110 days. This was absolutely shocking and we were never made aware of the additional transport time, lead time, nothing. It felt like a bait and switch. We went in, knew what we wanted, asked the right questions to ensure we could get the tiles and now nobody wants to take ownership. To top it off, the delivery took the full 10 days to arrive, the shippers would not deliver inside the building and one of the boxes and all of the tiles in it were damaged. Now I am short tiles, asked for replacement and now nobody will get them expedited to us for the installers which is in 4 days. So we will have half a bathroom tiled because of crappy service all around. I would tell buyers to beware of their blatant lying habits in showroom, to make a sale and you're not the priority. I WILL NEVER PURCHASE FROM HERE AGAIN AND WILL SHARE ALL OVER SOCIAL MEDIA AS WELL.

  Business Response

  Date: 05/30/2024

  Thanks for contacting us. We have reviewed the claim, and a member of our team will be in contact with you shortly. 

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ***** ************************* ********************** ***** ******* **** ** **** **** ** *** ***** ********** *********************************************** ******** ********* ** * ********

   

  To whom it may concern,

   

  I received a notification that someone would be reaching out to me but I have not yet heard from the provider about anything in response to my complaint.

   

  What are the next steps?

   

  *****************************

   

  Sent from my iPhone

  
  
  
  
  
  
   
  

  Business Response

  Date: 06/25/2024

   

  We collaborated directly with the customer to ensure the timely delivery of their materials. A warehouse pick-up was arranged and successfully executed for the replacement order (for damaged materials). Additionally, a complimentary box of tiles was included in the replacement order to facilitate the completion of the client's project. 
  
  While we suspect that the lead time mentioned of 110 days in the written complaint may be an error, we would like to investigate further to address it if it was not. Typically, *******'s lead time ranges from 5-7 business days. There are instances when items may be out of stock and placed on back order, which could extend this time frame, or when our warehouses experience minor delays resulting in orders shipping within 7-10 business days, but certainly not 110 days. 
  
  We are committed to working closely with the client to help them finish their project. Should additional replacement tiles be required, we are more than willing to promptly send them to the client. 
  
  Thank you for your attention to this matter. 
  
  Sincerely, 
  *************************

  Client Experience Team at Tilebar

  
  

  Business Response

  Date: 06/25/2024

   

  We collaborated directly with the customer to ensure the timely delivery of their materials. A warehouse pick-up was arranged and successfully executed for the replacement order (for damaged materials). Additionally, a complimentary box of tiles was included in the replacement order to facilitate the completion of the client's project. 
  
  While we suspect that the lead time mentioned of 110 days in the written complaint may be an error, we would like to investigate further to address it if it was not. Typically, *******'s lead time ranges from 5-7 business days. There are instances when items may be out of stock and placed on back order, which could extend this time frame, or when our warehouses experience minor delays resulting in orders shipping within 7-10 business days, but certainly not 110 days. 
  
  We are committed to working closely with the client to help them finish their project. Should additional replacement tiles be required, we are more than willing to promptly send them to the client. 
  
  Thank you for your attention to this matter. 
  
  Sincerely, 
  *************************

  Client Experience Team at Tilebar

  
  

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 tile from TileBar for a bathroom remodeling project. I am so upset with the tile and quality control. Issue #1: The shower floor tile I purchased was not the color advertised. The picture online looks nothing like the product received. Attached is a picture of the installed product and what was advertised online. It looks nothing like the product.Issue #2: The shower wall tile has several brown spots in multiple tiles. I thought it was small stains I could wipe off, but it is glazed into the tile and permanent. I'm so upset. I spent $1,700 for tile and it wad not as advertised and the other tile has quality control issues.I think the following resolutions are fair:1) update the online shower floor tile to reflect the correct installed look so that other customers are not mislead.2) Refund me the cost of my order so that I can take corrective action to have this issue remedied. I have reached out to ******* and only received an apology; however, this does not fix the issue. Tile should be advertised as it looks and quality control should exist to ensure there are not stains glazed into the tile. It will be a costly fix on my end and I need to purchase tile to remedy. Order #: *********

  Business Response

  Date: 01/16/2024

   

  Thanks for sharing your feedback with the team. We take client feedback seriously and we appreciate the information provided. I am sorry to hear the material did not meet your required standard or desired look to complete your project. 
  Please note that The ******** Collection is a collection that stands out for its jewel-toned colors and speckled handcrafted appeal that then adds another layer of richness with its variety of shades and uneven surface. I do understand that this is not the look that you wanted, and a member of our team will be reaching out so we can reach an amicable solution. 
  

• Initial Complaint

  Date:11/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Are the business is advertising a price on the website that they will not honor. I am able to add the units to my cart at that price it shows the subtotal at that price. However, when you go to check out it multiplies by 10. They are refusing to honor the price that they have in print on their website even though the person on the phone validated that they saw the same pricing.

  Business Response

  Date: 11/27/2023

  Hi *****,

  We apologize for this mistake and misunderstanding. We will be reaching out to you directly to rectify this situation. Thank you for your patience and understanding. 

  Best, 

  TileBar 

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On Feb 13th, 2023, I placed an order with tilebar.com. Order # ********* for Timeless Butterflies Nero ****** 12x18 Mixed Polished Nanoglass Porcelain Tile By ******************************* and paid $1425 for 20 sq ft of tiles (********************************************************************************************************************************************) On March 9th, I was notified that the tiles would be shipped soon since they were backordered. When I received the tiles, they were a partial shipment, so tilebar acknowledged their mistake and sent me another shipment and $225 in credit for the delays caused in construction at our end. I worked closely with customer service to ensure that they were sending me the right tiles and ensure quality check. I was assured that the warehouse manager had taken care of doing the quality and quantity check. When I received the tiles, I confirmed that the tiles were not broken and they had a protective film on them. However, when the tiles were installed, we were aghast to see that the tiles had a lot of veining and were damaged (not broken.) I reached out to ******************************* and ******* and they acknowledged that the tiles were damaged and ******* offered to give me $1000 in store credit. I do not want to do business with fraudsters who scam their customers and send them cheap and fake materials in name of high-end designers. I would like a full refund for the tiles that I have been scammed with. I complained on ******* too and even though ******************************* assured me that ******* would follow up, they haven't done so. *********************************************************

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to file a complaint and I do apologize for the issues you have experienced with the tile you ordered. 

  Upon reviewing your complaint, we noticed that you have spoken to members of the leadership team, who have offered multiple resolutions to settle this claim. We offered either a full replacement for your project or $1,000 in store credit. We have noted that you spoke with one of the sales managers and you did agree to receive the store credit back to your account. 

  We understand this was not the solution you desired, however, given the circumstances this is the best we can do, as the material was installed, and we do not honor any claims whatsoever post installation. Normally any flaws or defects on tiles are noticeable prior installation. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Tilebar.com collects shipping information including email and phone number. When later selecting to pay with Paypal it will overwrite this information with no warning to the purchaser. I had my phone and email changed and delivery was unable to be completed since they were reaching out an outdated contact number which differed from the shipping information collected. On a $415.12 order I was given a refund of $148.56 after never receiving the order. Deducted were the $75 original shipping fee and a $185 "adjustment" which they explained was a 15% restocking fee and a $150 "carrier turn back" fee. I never was contacted by the delivery company since the contact info was overwritten. Also, it was never disclosed that I would need to be contacted prior to delivery.*Order # *********, Order Date: Jan 20, 2023 *attached credit memo does not include the original $75 delivery fee for some reason. The original invoice was $415

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to file a complaint and I do apologize for the inconvenient caused. 

  Upon reviewing our system, we noticed where we tried to contact you three times, as the carrier needed to contact you to schedule a delivery appointment. As the order was placed online, we would not have the ability to know something was wrong with the address or contact information. We also saw where you were in touch with one of our specialists and we did offer a 20% from your next purchase through us as a gesture of good-will given the circumstances. 

   

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased Optoro ****** Marble Beige 28mil Wear Layer 12x24 Rigid Core Click Luxury Vinyl Tile Order #********* placed on Sep 22, 2022, 3:49:42 PM. The application was a residential kitchen. We followed the installation instructions on the Tilebar website. We installed by hand, no tools used other than adjustable spacers, followed instructions exactly including leveled floor, spacing of the walls and cabinets, and all other instructions. They responded saying the photos look like it is our fault as their product wouldn't do that. They said we did not use a level surface and did not have appropriate spacing and used tools or force too excessively. Very frustrating since we are LICENSED CONTRACTORS with experience with all types of flooring and did install exactly to their specifications. I responded addressing each of their accusations and they closed my ticket and failed to contact me after follow up emails. I want a refund for the faulty product and a waste of our labor instead of lies accusing us of doing it wrong just so they don't have to hold up their warranty.

  Business Response

  Date: 06/26/2024

  Thanks for contacting us and we do apologize for any inconvenience caused. We had some time to review your claim and we contacted our internal team to review and investigate your claim thoroughly. Based on observation the issue seems to be caused due to instillation not done correctly. All instillation has to be done on a level surface and the appropriate spacing applied. We do offer a 10-year warranty for our Luxury Vynil Tiles, but that warranty is subject to change if there are issues found during the installation or the material is installed on a non-recommended area. As a good will gesture we would like to offer you a 20% discount on a future purchase. Please contact customer care and we will be more than happy to assist you. 

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  January 5, 2022, Order #*********, Total $8,548.42 This order was placed through my contractor on January 5th, 2022. The order was received on January 13th. Upon opening the boxes, we realized that they had shipped one pallet of the wrong order. We opened the second pallet, to find what appeared to be some of our order, but was grossly mis-advertised. There was an email from ******* as well, stating the misshipment error. We have contacted and emailed ******* on multiple occasions and have yet to receive a plan of action. We have complied with all of their requests for more information. They refused to send our product until they received this product back. This issue has pushed our project back, causing financial hardships, as well as time spent. We would like to return the misshipped product and receive a full refund asap.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding TileBar.com has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  August 26th, 2022 I ordered 20 boxes of tile that were back ordered I was assured I would have them by end of month 3 weeks later I texted their number to get a status update where I was rudely told they couldnt fulfill my order because they are not making the tile anymore. I called them immediately and was told I would get a call back with options I waited 3 days called them back and I found a cheaper alternative.. yesterday I called them back about the price difference I paid **** and my new tile was 857. The *** told me she had no record of me getting a refund and she would call me back needless to say she didnt call me back today I called them and they said they are processing my refund. Meanwhile they still have the tile i originally ordered for sale on their site Basic Marble Nero ******** Black 12x24 Satin Porcelain. That is false advertisement aas they know they cannot sell this tile. *********is my order number.. this has been a Terrible experience ther customer service is awful they have made my cluster headache disability go absolutely crazy because of the stress. The replacement tile I ordered just got delivered but that wont make up for the month of stress they have caused Thank you

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to review your purchase experience with us.

  After careful and thorough review, we saw where the items you ordered where out of stock, however, we were able to swap the material and we refunded partially the difference. The order was delivered and no further follow up was received

  Please feel free to contact our client experience team if you have any further questions or request.