TileBar.com

I placed a $1000.00 order with TileBar on August 17th, 2020. Was excited as heck to get this order. Waiting, waiting no email of shipment until one day I get a call from a trucking company, had to schedule for delivery. Delivery happened on September 11th. Eight boxes of tile on a pallet with orange wrapping on it. Nothing to protect the tile at all. All the top tile was broken. I took pictures and refused the shipment. Immediately called TileBar, the young man didn't know what to say, I said I would send the pictures etc, which I did. He said there was plenty of this in stock and they could ship out replacement right away. Over the course of a week and corresponding with the "Help Desk", they were not sending the replacement until they got in touch with the trucking company. I could understand that. Than I got an email saying that my replacement was accepted. Which I thought it shipped. Two weeks went by, no word. So I reached out again and asked when it would deliver. Their response, unfortunately we are out of stock. Didn't bother to tell me that. Guy on the phone on Sept. 11th said there was plenty. They have told me they estimate restock date of November 13th. I have periodically been on there website and some days it reads that they are out of stock, but you can still order, then other days, like today, October 19th, doesn't say they're out of stock. So I emailed and received a response that they are still out of stock. I emailed back and have asked to cancel my order and credit my CC as soon as possible. That was August I was charged. Will see what happens. Will I ever buy from TileBar again,?Probably not.

ordered 180 square feet of tile from them for a flooring project. They shorted me almost 50 square feet. The website said that each box would cover 15 square feet but when I got the tile, each box would barely cover 12 square feet. When I told them there was an error on the website they tried to tell me I was out of luck because the tiles actual dimensions were listed under "specifications." Eventually they realized that they had shorted me because the boxes they sent me had 3 tiles per box when they were supposed to have 4.
When I asked them what they were going to do to correct the problem, they said they would work out a solution and get back to me. FOUR BUSINESS DAYS LATER, they finally call me to tell me they are shipping the rest of the tile they shorted me but couldn't even tell me the shipping speed.
Because of Tilebar's mistake, I will now have to pay my tile guy an additional $400 to come and finish, if and when the rest of my tile shows up. I have also been living on an incomplete floor in my home because of their mistake.
They had a chance to get my future business if they had just shipped the rest of my tile more quickly and perhaps refunded a portion so I can pay my tile guy to come back and finish the job that couldn't be completed due to Tilebar's lack of professionalism and customer service. But I guess they don't care, they already have my money.

We stand behind our product and will always issue replacements for free if a customer receives a damaged itemHowever, our warranty extends up until installation onlyThe customer is deemed to have inspected their order and found it to be satisfactory if they proceeded to install itOnce it is installed there is nothing that can be done with it, The customer claims that we were aware of a problem prior to selling him this productTo date we still do not have knowledge of any defectsWe sell thousands of square feet of 3xglass tiles per year and have not had any defects reportedThis product was not discontinued due to any defect; it was discontinued because this particular color did not sell well The color has been discontinued in all sizes and formats

Revdex.com:
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:
[Your Answer Here]If there was inside tilebar advertisement that you are selling tile almost $a piece and they will be damaged and there will be need of extra days for the tiler to change 99/pieces of the mosaic before installation then I would have NEVER ordered them. Customer service gave me the illusion that this is not going to be the case and with their assurance I proceeded with the order. I had to spend over hours going through every tiles I received and loaded them inside and then on top of that tilebar instructed me that I had to take them back again outside and load them for the delivery truck to pick up. I spent another more hour going through the of the tiles I received to make sure that they were not broken. Again I spent another 2-hours going through tiles and finding them damaged again. Is this the quality of the product that tilebar promised that they will provide? NO!
The 10% discount that they said that THEY GIVEN ME was NOT given to mei found it available on a website and used it LIKE ALL OTHER CUSTOMERS DO! So they did not treat me any different than the rest of the other customers and it was still $5.5k that I paid with this "discount". They never gave discounts - I used this like all customers did
The offer of the 1k refund with the tiles was not an option like I explained over and over again because my tiler did not want to spend extra days fixing tiles!! Who would give an option like that and continue insisting that they did everything? Tilebar of course since it shows from their degrading customer service on how they suggest on how to proceed - As *** said "Just use the cracked tile because they won't show" - I eventually had to since the extra tiles that they claim that they did send were NEVER received at my house. The result of that was that "small damage" when tile is pressed and installed it broke and the hairline crack became a bigger crack and the grout came through so it enhanced the damage even more.
It shows what tilebar really cares for is to keep their ratings high since this morning they sent a blank answer to show how much they care about this issue and when I requested Revdex.com to lower their rating all of a sudden they respond with a lenghty response. If Revdex.com thinks that sending tile damaged is "bending over backwards" and stealing a compensation of $that was promised to the customer is great customer service than there is definetely a problem of what real customer service means. I have NEVER encountered ANY company that steals any compensation from their customers - NEVER! That compensation was sent to me since I went through hell with the delivery service that tilebar INSISTED OF USING THE *** TIME AROUND and now is taking 0% of responsiblity of their actions.In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I have done many bath and kitchen renovations, both for myself and friends and neighbors. Tilebar is hands down the best company I have ever done business with. They gave me their full support throughout the entire process
From planning, material information, ordering, delivery and execution. I can not say enough good things about this company and their employees. If I could give them ten stars I would. I really hope to do business with them again.

I will detail the numerous ways we have gone above and beyond to satisfy and compensate this customer, and despite all we have done she is still unsatisfied and continues to contact us for even more compensation.
The customer placed an order for 155 tiles. After we shipped them to...

her, she contacted us to let us know that 99 of the tile she had received had been damaged in transit. Upon our inspection of the pictures of her damages, they were deemed to be extremely minor in nature (essentially sporadic hairline fractures in the marble), and we concluded that the customer would need 25 replacement tiles to complete her order. Because these are mosaic tiles, damage on 1 piece of the mosaic can be repaired using the same piece from another tile, and thus 25 replacement tiles contains more than enough material to repair the 99 slightly damaged sheets she had received. This has been a satisfactory resolution for every single customer that we have ever experienced damaged tiles with in 7+ years of shipping tiles. We proceeded to ship 25 new tiles to the customer. However, this particular customer refused to be reasoned with in any way, and being a comp[any that is completely focused on customer satisfaction we then offered her an additional $1000 refund on her order in addition to the 25 replacement tiles. This would be close to a 20% total discount on her order on top of the 10% discount she had already received, and she would have all her tiles. This was still not satisfactory to her, and so we agreed to send her an additional 74 tiles to replace every single damaged tile she had received. 
We then had 2 warehouse employees spend close to 2 hours hand-picking and packing each of these 74 tiles to ensure that nothing would come to her damaged. Upon receipt of these 74 tiles, the customer then said that 34 of them were damaged. Once again these were hairline fractures, and despite this we again sent her another 5 tiles. 
At this point we have bent over backwards to satisfy the customer and she is still asking us for more. I appeal to the Revdex.com to consider all that we have done for her, and to look at our long history of excellent customer support, and find that we did all we could to take care of this customer. Thank you.

We stand behind our product and will always issue replacements for free if a customer receives a damaged item. However, our warranty extends up until installation only. The customer is deemed to have inspected their order and found it to be satisfactory if they proceeded to install it. Once it is...

installed there is nothing that can be done with it, 
The customer claims that we were aware of a problem prior to selling him this product. To date we still do not have knowledge of any defects. We sell thousands of square feet of 3x6 glass tiles per year and have not had any defects reported. This product was not discontinued due to any defect; it was discontinued because this particular color did not sell well.  The color has been discontinued in all sizes and formats.

I will detail the numerous ways we have gone above and beyond to satisfy and compensate this customer, and despite all we have done she is still unsatisfied and continues to contact us for even more compensation. 
The customer placed an order for 155 tiles. After we shipped them to her, she contacted us to let us know that 99 of the tile she had received had been damaged in transit. Upon our inspection of the pictures of her damages, they were deemed to be extremely minor in nature (essentially sporadic hairline fractures in the marble), and we concluded that the customer would need 25 replacement tiles to complete her order. Because these are mosaic tiles, damage on 1 piece of the mosaic can be repaired using the same piece from another tile, and thus 25 replacement tiles contains more than enough material to repair the 99 slightly damaged sheets she had received. This has been a satisfactory resolution for every single customer that we have ever experienced damaged tiles with in 7+ years of shipping tiles. We proceeded to ship 25 new tiles to the customer. However, this particular customer refused to be reasoned with in any way, and being a comp[any that is completely focused on customer satisfaction we then offered her an additional $1000 refund on her order in addition to the 25 replacement tiles. This would be close to a 20% total discount on her order on top of the 10% discount she had already received, and she would have all her tiles. This was still not satisfactory to her, and so we agreed to send her an additional 74 tiles to replace every single damaged tile she had received. 
We then had 2 warehouse employees spend close to 2 hours hand-picking and packing each of these 74 tiles to ensure that nothing would come to her damaged. Upon receipt of these 74 tiles, the customer then said that 34 of them were damaged. Once again these were hairline fractures, and despite this we again sent her another 5 tiles. 
At this point we have bent over backwards to satisfy the customer and she is still asking us for more. I appeal to the Revdex.com to consider all that we have done for her, and to look at our long history of excellent customer support, and find that we did all we could to take care of this customer. Thank you.

Review: I ordered 1 sample mid of July of the tile we liked online and the tile that was received was damaged. I called customer service and asked customer service [redacted] if I place a large order would I have the same problem and would it would risky to send such tiles. She said no since they use a different method of shipment. I placed the order of 155 tiles back on the [redacted] July 2014 based on this feedback and the tile was delivered early August 2014. The price per tile is almost $40 per tile! Out of 155 tiles there were 99 tiles that were all damaged. I had to go through 155 tiles one by one checking for damaged tiles. I had my tiler scheduled for that day that the tile was delivered to start installing the tile and he could only install 55 tiles. I immediately contacted tilebar and sent them photos and after 6 days with no kind of response I called back and they told me that the email never arrived and then after they told me that it arrived but they couldn’t see the photos. [redacted] finally found the photos too and after a long time waiting for her discussing with her [redacted] they came with two options 1) to send me 25 tiles to repair 99 tiles plus $1000 refund or 2) replacement of all 99 damaged tiles and they were sending me all 99 tiles that are not damaged. I told her I prefer the second option but they want to assure me that the tiles all come in good condition because I do not want to pay extra money for these tiles to be fixed considered I paid already $40 per tile (12x12)! [redacted] first sent 25 tiles through UPS and 23/25 arrived in great condition. I called [redacted] again before the coordinating to send the remaining 74 tiles and told her to not use the same AM home delivery service since if they managed to damage them once they will damage these tiles again and I would expect a refund if my tiler has to repair tiles and spend more time to install them. She assured me that it won’t happen again and everything will go smooth. They asked me that they will be picking up the 99 damaged tiles and they expected me to load them on the pallet and get them ready to go. The delivery date was supposed to be on the [redacted] September so I took the day off (unpaid leave) to wait for this shipment. The delivery person came with no tiles to provide to me but just to pick up the damaged tile. The delivery person assured me that he can deliver them on the [redacted] September the next day. I asked him to give me his direct phone number in case they don’t show up so that I don’t waste another day waiting and he said he did not have any direct number but to call AM Home Delivery. I contacted [redacted] (both by email and phone) to inform them but I didn’t get any response that Friday. Saturday the delivery person did not show up at all and when I called AM home delivery I found out that they are closed on Saturdays! So on Monday first thing I called both [redacted] and AM Home delivery and weirdly enough both companies told me that they were not aware that they were not delivered and they will make it happen to deliver on the [redacted] September. I waited on the [redacted] but they never showed up. Again another day of unpaid leave waiting for a delivery person for nothing. On Monday all I got from [redacted] ([redacted]) that she did not have any clue where the shipment was and finally after so much time wasted with trying to reach somebody AM home delivery called to explain that there was a mix-up (three times i.e. Friday, Saturday and Monday) and the tile was loaded onto different trucks that were not heading to Boulder. On Monday [redacted] September @4.45pm mountain time [redacted] from AM home delivery called me to excuse himself and he assured me that they will send out a compensation of $510 to me through tilebar to try to compensate a fraction of the cost incurred and wasted time spent on this mess up.

On Tuesday [redacted] September I had to take another unpaid leave to wait for this shipment and it arrived at 11.45am after the 8-11am timeframe that [redacted] gave me. When shipment arrived I found 34 tiles out of 74 tiles broken. I informed [redacted] about these findings and the only solution that she provided to me that the damages are small that I should install them cracked since nobody will notice them!! I asked for some samples to be sent to repair these 34 tiles since I was not going to install them cracked like [redacted] suggested and also compensation for the time I had to pay the tiler extra (2 days) and also time extra he has to spend to repair these marble mosaic tiles. [redacted]’s response was that she will send me 1 tile to repair 34 tiles and that is it. I asked for 5 tiles since I decided to use the extra 10 tiles that I had ordered extra in case they are broken during installation and instead use them to repair the 34 tiles. The latter meant that the tiler had to be extra careful not to break any tile during installation which prolonged even more the installation. She confirmed on the [redacted] September after so many emails and phone calls to her but she was NEVER available that she will send 5 tiles not 1 tile to repair the 34 tiles but no compensation. Up till the [redacted] September I did not receive any extra tiles [redacted] claimed she had sent.

I called in on the [redacted] September to talk to her since [redacted]’s response was not acceptable that they do not want take any responsibility and of course she was not available yet again. A person called [redacted] responded to the phone call and I asked for [redacted]’s [redacted] and he told me that he will see if her [redacted] is available. [redacted] put me on hold for 35 secs and the same person came back again and he told me that he was her [redacted]! I told [redacted] why he didn’t say that he was her [redacted] in the first place when I asked for her [redacted] in the first place and he told me that he wanted to speak with [redacted] and go over the emails I sent out to her. [redacted] was able to read through all these emails and know every details of this situation in 35secs where there so many emails sent to and fro in the past 2 months! He just told me that he is an installer himself and that my tiler should not take long to repair the tile (only a few secs) and that I have enough material to repair everything. [redacted] ([redacted]’s “supposed” [redacted]) said that tilebar is only responsible for their product but not on the delivery and that if I need compensation, I need to go to delivery company. This is the SAME delivery company that I had requested [redacted] NOT to use and tilebar insisted on using. So I just have to deal with the situation on my own with their delivery service that tilebar themselves hired. Also the other thing that he told me that the compensation that AM home delivery sent to tilebar to be sent to my attention will be kept at tilebar and I had to contact AM homedelivery instead to manage this refund since they are not responsible and they are not using AM homedelivery any longer.

I had to install the “slightly” damaged tile since my project has been in limbo for over 2 months now and the result is now horrendous to say the say the least since the cracks when installed showed even more. I did not have enough material to fix all the cracks since [redacted] never sent me the 5 extra tiles that she told me she would. Tilebar is taking zero responsibility of their mistakes that they have done and all they are doing now is ignoring any phone calls or emails sent to them and asking me to deal with the delivery company that they themselves hired.Desired Settlement: I need the compensation promised from AM homedelivery of $510 that tilebar already have in possession and also compensation from tilebar of $500 to at least be able to cover a small portion that I had to pay out of my pocket for repairing damaged tile and time wasted for the tiler being at my house with no material to install (since I still had to pay him a full day of labor) plus the horrendous result I got since they never sent me enough material like they promised they would so they gave me no option but to install them cracked instead!

Business

Response:

I will detail the numerous ways we have gone above and beyond to satisfy and compensate this customer, and despite all we have done she is still unsatisfied and continues to contact us for even more compensation.

The customer placed an order for 155 tiles. After we shipped them to her, she contacted us to let us know that 99 of the tile she had received had been damaged in transit. Upon our inspection of the pictures of her damages, they were deemed to be extremely minor in nature (essentially sporadic hairline fractures in the marble), and we concluded that the customer would need 25 replacement tiles to complete her order. Because these are mosaic tiles, damage on 1 piece of the mosaic can be repaired using the same piece from another tile, and thus 25 replacement tiles contains more than enough material to repair the 99 slightly damaged sheets she had received. This has been a satisfactory resolution for every single customer that we have ever experienced damaged tiles with in 7+ years of shipping tiles. We proceeded to ship 25 new tiles to the customer. However, this particular customer refused to be reasoned with in any way, and being a comp[any that is completely focused on customer satisfaction we then offered her an additional $1000 refund on her order in addition to the 25 replacement tiles. This would be close to a 20% total discount on her order on top of the 10% discount she had already received, and she would have all her tiles. This was still not satisfactory to her, and so we agreed to send her an additional 74 tiles to replace every single damaged tile she had received.

We then had 2 warehouse employees spend close to 2 hours hand-picking and packing each of these 74 tiles to ensure that nothing would come to her damaged. Upon receipt of these 74 tiles, the customer then said that 34 of them were damaged. Once again these were hairline fractures, and despite this we again sent her another 5 tiles.

At this point we have bent over backwards to satisfy the customer and she is still asking us for more. I appeal to the Revdex.com to consider all that we have done for her, and to look at our long history of excellent customer support, and find that we did all we could to take care of this customer. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I want to make things clear since this response that tilebar provided is the same one I got from [redacted]’s [redacted]. I do not accept this since this is not a

resolution that is fair on a customer that had to endure 2 months of delay and endless phone calls and emails and leave without pay I had to take to follow

this through and still had to deal with damaged tile at the end of it.

If tilebar messed up on my situation which is very clear that they did, it does not matter what they have done in the past – they should be focusing on this situation and not trying to convince Revdex.com to drop this case because of past customer service.

What tilebar is not recognizing is the following:

1) BEFORE I placed the original order I was told by [redacted] their customer service that the tile would not be broken since they were shipped with

a different delivery service. I would have NEVER placed the order should they told me that most of this tile will be broken when they arrive. I expected

really high quality for the price I paid.

2) I did not opt to use the 25 tiles and get a refund to fix the 99 tiles because my tiler refused to waste so much time to do this “repair” job

and he could not assure me that the installation in changing different part of this mosaic would look good at the end. I also explained this to [redacted] that I did not have any other option to get full replacement with GOOD and NOT BROKEN tiles.

3) When tilebar states it is hairline cracks or minimal damage – they are correct to say that since the damage looks like a hairline when the tiles are still vacuumed plastic wrapped but when you take the tight plastic wrap off the tile, the damage is way more noticeable and the worst is when you install them since you need to put a little bit of pressure on the tile and these “hairline cracks” just break into pieces. I have proof of that since I sent tilebar also photos with the ones I had to install with hairline cracks since I never received enough material to replace all the damaged tile. Till today [redacted] October I never received the 5 extra tiles that they claim that they did. They never even bothered to send me the tracking number so that I follow through the delivery service.

4) Tilebar insisted to use AM Home Delivery the second time around and they made it clear to me that the customer does NOT have any say in what

delivery service they use even though they messed up so bad the first time around. But then tilebar does not want to take ANY accountable of AM home delivery bigger mess up the [redacted] time around! I did NOT take the decision to use AM home delivery – tilebar did so tilebar should take full responsibility. AM

homedelivery realized the bigger mess that they did to me and refunded $510 through tilebar since I am not their direct customer. [redacted] called tilebar and even his assistant called several times to explain that refund was meant to be sent to my attention. Tilebar told AM home delivery that they understand and they will follow through but till this day [redacted] October NEVER refunded back to me $510 but kept it in their possession. I refuse to accept this. This refund is owed to me and not to tilebar. No resultion will be made until I receive this refund that was promised to me. Tilebar chose AM Home delivery going against the customer request (i.e. me) and they should take FULL responsibility in doing so.

5) Tilebar says that they “bent overbackwards” to assist me – if that was the case they would have sent the last 5 extra tiles that they promised that they will, they would have no problem in following AM home delivery instructions to send me a compensation of $510 and they would have compensated a fraction of the amount of money extra that I had to pay my tiler because of delivering damaged tile on both shipments.

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

Sincerely,

Business

Response:

I will detail the numerous ways we have gone above and beyond to satisfy and compensate this customer, and despite all we have done she is still unsatisfied and continues to contact us for even more compensation.

The customer placed an order for 155 tiles. After we shipped them to her, she contacted us to let us know that 99 of the tile she had received had been damaged in transit. Upon our inspection of the pictures of her damages, they were deemed to be extremely minor in nature (essentially sporadic hairline fractures in the marble), and we concluded that the customer would need 25 replacement tiles to complete her order. Because these are mosaic tiles, damage on 1 piece of the mosaic can be repaired using the same piece from another tile, and thus 25 replacement tiles contains more than enough material to repair the 99 slightly damaged sheets she had received. This has been a satisfactory resolution for every single customer that we have ever experienced damaged tiles with in 7+ years of shipping tiles. We proceeded to ship 25 new tiles to the customer. However, this particular customer refused to be reasoned with in any way, and being a comp[any that is completely focused on customer satisfaction we then offered her an additional $1000 refund on her order in addition to the 25 replacement tiles. This would be close to a 20% total discount on her order on top of the 10% discount she had already received, and she would have all her tiles. This was still not satisfactory to her, and so we agreed to send her an additional 74 tiles to replace every single damaged tile she had received.

We then had 2 warehouse employees spend close to 2 hours hand-picking and packing each of these 74 tiles to ensure that nothing would come to her damaged. Upon receipt of these 74 tiles, the customer then said that 34 of them were damaged. Once again these were hairline fractures, and despite this we again sent her another 5 tiles.

At this point we have bent over backwards to satisfy the customer and she is still asking us for more. I appeal to the Revdex.com to consider all that we have done for her, and to look at our long history of excellent customer support, and find that we did all we could to take care of this customer. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]If there was inside tilebar advertisement that you are selling tile almost $40 a piece and they will be damaged and there will be need of extra days for the tiler to change 99/155 pieces of the mosaic before installation then I would have NEVER ordered them. Customer service gave me the illusion that this is not going to be the case and with their assurance I proceeded with the order. I had to spend over 4 hours going through every 155 tiles I received and loaded them inside and then on top of that tilebar instructed me that I had to take them back again outside and load them for the delivery truck to pick up. I spent another 1 more hour going through the 25 of the tiles I received to make sure that they were not broken. Again I spent another 2-3 hours going through 74 tiles and finding them damaged again. Is this the quality of the product that tilebar promised that they will provide? NO!

The 10% discount that they said that THEY GIVEN ME was NOT given to me... I found it available on a website and used it LIKE ALL OTHER CUSTOMERS DO! So they did not treat me any different than the rest of the other customers and it was still $5.5k that I paid with this "discount". They never gave discounts - I used this like all customers did.

The offer of the 1k refund with the 25 tiles was not an option like I explained over and over again because my tiler did not want to spend extra days fixing 99 tiles!! Who would give an option like that and continue insisting that they did everything? Tilebar of course since it shows from their degrading customer service on how they suggest on how to proceed - As [redacted] said "Just use the cracked tile because they won't show" - I eventually had to since the extra 5 tiles that they claim that they did send were NEVER received at my house. The result of that was that "small damage" when tile is pressed and installed it broke and the hairline crack became a bigger crack and the grout came through so it enhanced the damage even more.

It shows what tilebar really cares for is to keep their ratings high since this morning they sent a blank answer to show how much they care about this issue and when I requested Revdex.com to lower their rating all of a sudden they respond with a lenghty response. If Revdex.com thinks that sending tile damaged is "bending over backwards" and stealing a compensation of $510 that was promised to the customer is great customer service than there is definetely a problem of what real customer service means. I have NEVER encountered ANY company that steals any compensation from their customers - NEVER! That compensation was sent to me since I went through hell with the delivery service that tilebar INSISTED OF USING THE [redacted] TIME AROUND and now is taking 0% of responsiblity of their actions.

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

Sincerely,

Review: they advertise as " discontinued"

when they really need to advertise as DEFECTIVE. I purchased tile from them advertised as discontinued when in all actuality it is defective. they were aware of this because when I called them about this issue I was told thats why I got it for 5$ a sq ft…….Desired Settlement: a full refund on the product. I can not send the product back due to the fact that it was installed and thats when it became evident that there was an issue. I spent $1275 to have this defective tile installed and now I am still dealing with it….trying to have spares repaired and rip out bad tiles and install the others…..this purchase has left a very bad taste for this company. this product should of never been sold it should of been thrown in the dumpster and written off.

Business

Response:

We stand behind our product and will always issue replacements for free if a customer receives a damaged item. However, our warranty extends up until installation only. The customer is deemed to have inspected their order and found it to be satisfactory if they proceeded to install it. Once it is installed there is nothing that can be done with it,

The customer claims that we were aware of a problem prior to selling him this product. To date we still do not have knowledge of any defects. We sell thousands of square feet of 3x6 glass tiles per year and have not had any defects reported. This product was not discontinued due to any defect; it was discontinued because this particular color did not sell well. The color has been discontinued in all sizes and formats.