Complaints

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:14/11/2022

  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.

  Transaction date: October 31, 2022
  
  Money Paid: $280.73
  
  What is the nature of the dispute: Bought entire box of tiles plus nine additional tiles. Was provided a brand new box. Box was ceil and unopened. Our contractor attended our home and opened the new box of tiles to discover that three of the tiles were broken in half. Called the business to resolve the issue; however, they notified me that we are unable to assist as “we were to have known” what we purchased. They refused to provide a refund or to provide replacement tiles. I was told that I was to attend and buy new ones.

  Business Response

  Date: 29/11/2022

  Good afternoon.
  
  
  RE: BBB - ID # ********
  
   
  This particular client came to X-Tile Mississauga CLEARANCE CENTRE located at 563 Queensway East in Mississauga, Ontario on October 29, 2022 and purchased 21 pieces (******* ********) of a clearance wall tile called Mosaico Blanco 8”x24” from Spain.
  
   
  This client was a difficult client from the beginning and even though we sold him a clearance tile he checked each piece of tile before he loaded the 1 box + 9 pieces into his car (Original order).  X-Tile Packing List (********* ** ******* ****** ** *** ******* **** **** * **** ******* **** **** *** ********* ******** ********* ***** **** *** ****** ******* ***** ***** ***** ** ******* *** ****
  
   
  He came back 2 weeks later on November 12, 2022 (******* **** ********) and was very upset that he had to buy 5 more pieces. This particular client was extremely demanding as I personally helped him as I was the manager on duty during his second showroom visit on November 12 ‘22 . He made me change 2 times some pieces, which were perfect pieces for installation as he thought the tiles were not to his standards and we did it out of customer service even though we don’t do that for clearance items as all clearance items are SOLD AS IS.
   
  
  You can see that we have very visible disclaimers printed TWICE on BOTH of his invoices (********) and it is also highlighted. If you ask him for the copy of his invoice you can see that he has absolutely no right to complaint as he bought clearance tiles and we also have the disclaimer below printed in large format letters twice on his invoice as follows:
  
   
  ****Clearance Sale SOLD AS IS, Final Sale, no returns, no exchanges or claims accepted***
  
  
  We pride ourselves to be very honest and upfront with all of our clients and I believe that we did our job properly and honestly but this client did not order enough tiles from the beginning and somehow is very upset that he had to come back twice and purchase more tiles for his project.
  
   
  
  Best Regards,
  Edward S.
  X-Tile Canada (HEAD OFFICE)

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My wife, mother-in-law and I were not allowed to open the new box of tiles as we were being told that we were the problem and were being rushed out of the store. Our ignorance indeed to not demand that the new box be opened to check that the tiles were in good shape. Disappointing that this business sells brand new boxes of tiles and does not allow the customer to open the box to inspect.

  I also reject the claim that I made him go back multiple times and the tiles were in perfect condition. The said tiles had small square which were missing. In no way were these tiles satisfactory. I sincerely apologize for having the manager walk 50 feet multiple times to try and get quality tiles. I should have known better. 

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

  Business Response

  Date: 05/12/2022

  Good afternoon.
  
   
  
  We did receive the client’s reply below, however as we explained very clearly in detail on our original replay dated November 28 , 2022 that the tiles were sold as a clearance item with the dual disclaimer below:
  
  ***Clearance Sale SOLD AS IS, Final Sale, no returns, no exchanges or claims accepted***
  
   
  
  The above disclaimer speaks for itself and we have with this message closed the file at our end.
  
   
  
  Best Regards,
  Edward S.
  X-Tile Canada (HEAD OFFICE)

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  again.... lets make this clear. we were not allowed to open the new box of tiles. please advise how we are are not allowed to open the box however we are required to accept the contents? 

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

  Business Response

  Date: 19/12/2022

  As mentioned on my original DETAILED email response message (Sent: Monday, November 28, 2022 2:17 PM)  we would like to point out that once again the following statements:
  
   
  (a) The client purchased a “CLERANCE TILE” that comes with a double disclaimer on the invoice ****Clearance Sale SOLD AS IS, Final Sale, no returns, no exchanges or claims accepted***… Even though this was a clearance sale the warehouse associate did allow the client to open and checked the tiles (piece by piece) as you can see the client’s signature on the ******** packing List along with the written note from the warehouse associate.
  
   
  (b) Answering the client question (BELOW) as he purchased a clearance item but he DID check piece by piece as per signed copy of our packing list. I don’t know how we can be more clear as even though he purchased a Clearance Item we allowed him to check piece by piece as documented on the ******** packing list.
  
  
  You can see that we have very visible disclaimers printed TWICE on BOTH of his invoices (********) as follows:
  
   
  ****Clearance Sale SOLD AS IS, Final Sale, no returns, no exchanges or claims accepted***

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. 

  Look, I do not care how you run your business; however, it is an *********** *** that we were allowed to open the new box of tiles. This is not accurate, this is not what happened. Y** *** ******** ** *** ** **** ********. My pregnant wife, my mother-in-law and I were rushed out of your location, without being allowed to open the box, because apparently we offended your office because we did not want to buy damaged tiles. 

  I do not disagree with what the invoice says. Nor in any of my previous correspondence have I disagreed with that the invoice says. What I am saying is that we were not allowed to inspect the new box of tiles and are now being told it was our fault and we knew what we were buying? Please explain. 

  I look forward to hearing from you. Hopefully we can have this resolved in a quick and professional manner. 

  Sincerely,

  ***** *****