“I read some bad reviews about dealing with returns immediately after placing my order of course. I called and left a message about the Return process and reviews I read and if I had to pay all that money again to return the tile. If I did I wanted to cancel my order before it went out. I received a call back from a manager or customer service gentleman from phone number 424–553-0761. I explained again my concerns. I was reassured I wouldn’t have to pay the return shipping so I told him I would keep the order. Fast forward the tile doesn’t look like the website pic and isn’t a match. Now they want me to pay to send the tile back. Go local somewhere because I would not recommend or trust this company. Go elsewhere.”
We always do our best to accommodate our customer's needs and make them happy. As a company we have the best return policy in this industry however we don't offer free returns unless we sent the wrong item. We asked the customer who he spoke with to confirm his claim but he doesn't remember the rep's name and the phone number he provided here doesn't belong to our company. Also, he mentioned that he left a voicemail to cancel this order however we sent him a copy of his voicemail where he only asks about the delivery time of this order. Also, we have no email or any other type of communication about matching a tile for him. When customers ask us to match the tile, we always ask for samples to be shipped to us so we can confirm that our lot will work for their project. Unfortunately, the customer didn't do any of these and wanted us to cover return shipping because his order didn't match to existing tiles. We offer 365 days of returns and no restocking fee on all returns and you're more than welcome to send them back to us for a full refund.
“The marble switch plate covers were great; however, I received a defective item (1 of 7 pieces). Tilezz was unwilling to send me a return shipping label for my item without me taking pictures. I have been through this before, and this request inevitably sparks a series of back-and-forth communications I was unwilling to invest for a $22 piece. Since the blemishes were on the face of the cover, photos would not show the imperfections. Ultimately, I had to purchase a replacement piece. The returns policy does not list the requirement for photos as part of the return process. Their customer service "manager" would not escalate the issue or forward the matter to senior leadership. Essentially, I can only communicate with him. I disputed the charge, and this has gone unresolved for the past month.”
