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Business Profile

Non-Ceramic Tile Contractors

Tile Mart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Non-Ceramic Tile Contractors.

Complaints

This profile includes complaints for Tile Mart's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Tile Mart has 3 locations, listed below.

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    • Tile Mart

      3 34252 Marshall Rd Abbotsford, BC V2S 1A4

    • Tile Mart

      6245 202 St Langley, BC V2Y 1N1

    • Tile Mart

      5 - 12990 80th Ave Surrey, BC V3W 3B2

    Customer Complaints Summary

    • 2 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:20/03/2025

      Type:Product 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.
      On Feb 13/25 we paid $3.000 deposit on a 4 piece (approximate sizes given as per tile marts request) 2cm Daktan counter top which was to be measured in a few days and installed in 7 to 10 days, Purnima called tile mart on Feb 15 regarding measurements was told maybe it will be done on Feb 17. Measurements were done on Feb 21. Purnima called tile mart on Feb 22 regarding installation, was told he will get back, no one called back. Purnima called tile mart on Feb 24 and was told the countertop was too thin and could break and to go in the store to discuss. **** and Purnima went in the same day and was told they dont recommend 2cm and now selling us 3cm countertops in some other choices We were not satisfied with the choices we were shown and said we will think about it. We found a countertop to our liking at a different store. Purnima called tile mart on Feb 26 and told tile mart we found what we were looking for elsewhere and requested the deposit back and was denied the refund. **** called tile mart to find out the issue with the refund and the sales person (Gaurav) insisted with the refund and to deal with the owner. **** called the owner and he became aggressive over the phone and told **** he wasnt getting hes money back.

      Business Response

      Date: 04/04/2025

       Customer is making up, as dekton maximum thickness is only 2cm. From our store we had never said that customer need to change the thickness, instead of that after the measurement when we call them to confirm the install date nobody answer the call and after few days we got a call from the customer saying they had found the countertop from the somewhere else and we need refund. 

      We have already did he measurement and order the slap even fabricated according to their kitchen size. Now we have to pay from our pocket and bear the loss we of the countertop and labor cost. As it can not be use anywhere else. 

      Thanks

      Customer Answer

      Date: 15/04/2025

       
      Complaint: 23090281

      I am rejecting this response because:

      The statement made by the business is inaccurate and does not reflect the facts of the situation. I have attached a picture of the countertops that were offered to us on February 24th, which are not the countertops that we had put down a deposit for.  

      Sincerely,
      **** & Purnima Nagina

      Customer Answer

      Date: 16/04/2025

      In their statement they disclosed that they called us regarding the countertop which is not true. We have no record of their calls anytime. There was no follow-up about the countertop changes and we did not approve them to fabricate the 2cm dekton but was advised by Tilemart that 2cm was not strong enough for our application. 24th of February was the last visit to the store to discuss changes and was advised to upgrade to a thicker (3cm) countertop. The pictures are what we were shown as choices they had but it was not to our liking.

      Thank you 

      Business Response

      Date: 17/04/2025

      Hello,

      Do customer have call records, that they have called us and updated not to proceed forward. Once's measurement is done we have to start fabrication as customer do not like to wait. For Dekton highest thickness they make is 2cm as it is very strong material even customer use it for outdoor kitchen. So their is no way we can say you need thicker stone.

      Customer Answer

      Date: 29/04/2025

       
      Complaint: 23090281

      I am rejecting this response because:

      We called tile mart on Feb. 24 inquiring in regards to the installation of the countertop we had paid the $3000.00 deposit on. We were called in to discuss further on the 2cm countertop. As mentioned previously, tile mart said that the 2cm countertop was not thick enough for our application and suggested for a thicker (3cm) product. As this point the 2cm counter top is out of topic.
      Tilemart started showing us the 3cm counter tops.
      The pictures  represent notes on the price and style of the product by tilemart. The products with notes on price difference was presented to us with handwritten numbers by Gaurav  on Feb. 24. These were the suggested products they could provide to us and we told them that we going to think about the countertop. Meanwhile we found something to our liking elsewhere and called tile mart on Feb. 26 and told them that we were not interested with the counter tops that they had shown us on Feb. 24. 
      The handwritten notes on the countertop samples are the alternative choices they tried to offer to us.
      Can tile mart share the reason why we have pictures of handwritten notes on the sample pieces from Feb. 24
      This simply indicates that they are changing their statements.
      Tile mart never made any phone calls to us regarding the installation on any occasion, rather is was us calling them and doing all follow *** from day one. We did not give approval because  we were reluctant on their choice of countertops and specifically told them that we were going to call back.
      Our last conversation with tile mart was on Feb. 26 requested for the deposit back since they did not have what we were looking for.

      Warm regards
      **** & Purnima Nagina

      Business Response

      Date: 10/05/2025

      Hello, 

      We have the slab and it has been cut to the size who is going to take care of the cost very simple.

      Customer Answer

      Date: 19/05/2025

       
      Complaint: 23090281

      I am rejecting this response because:
      The sample pictures the we had sent in the last response represents that these were the options we were given to choose from. Why are we responsible for something we didn't give approval for?
      Sincerely,

      **** & Purnima Nagina

    • Initial Complaint

      Date:20/12/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Tile mart was the contractor for our renovation. They sub contract out to others. I had my 3 bathroom counters and kitchen counters redone. The sub contractors came in person did the measurements and took the templates for all 4 sinks. I even sent them a text afterwards to confirm. The counter fabricator did not cut the counters properly although they took the templates with them. Out of the 4 sinks that were to be replaced, only one was done correctly (kitchen sink). The counter installers were scheduled to come in on August 8th and I had arranged for my plumbers to come in the same day to install my sinks.

      The plumbers could only install one sink and had to leave and I was required to call them out again for August 12th to do the other 3 sinks. I had made Tile Mart aware of this extra cost that I had to incur because of the contractor's mistake. Not only did I have to rebook the plumbers, I also had to go 4.5 days with only a kitchen sink in my home. None of my bathrooms had a sink until Friday Aug 12 when the counters were properly cut and installed. I have kindly asked they take the amount of $420 off the final invoice as it's only fair.

      They have not been amenable to this and have demanded I pay the full balance asap. As a consumer I shouldn't be on the hook for their mistake.

    Tile Mart is NOT a BBB Accredited Business.

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