Complaints

This profile includes complaints for Euro Tile & Stone's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Euro Tile & Stone has 3 locations, listed below.

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  Euro Tile & Stone

  3103 Hawthorne Road Ottawa, ON K1G 3V8

  
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  Euro Tile & Stone

  1301 Ages Drive Ottawa, ON K1G 6N1

  
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  Euro Tile & Stone

  80 Dufflaw Road North York, ON M6A 2W4

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:07/01/2025

  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.

  Buyer beware, when dealing with this company. ?We bought tiles for a kitchen backsplash?. At purchase, they strongly suggested to buy more tiles than you think you need, ?as "you can always return them. Once the tiles were installed, after the Xmas rush ?we went to return the 2 extra boxes (worth $160) and they said? no: 30-day returns only.? This was not mentioned at the time of sale?. ?Other weird stuff: The receipt says customer signature by email w?hich I never provided. I have never emailed them. I tried to resolve this with the business. Initially they did not return my calls; later, they refused to do a refund.

  

  Business Response

  Date: 30/01/2025

  The order was picked up in first week of September and you attempted to return it 4 months later in January. At the time of the purchase, we shared our return policy, which was communicated verbally during the transaction, is stated on your order confirmation and is clearly posted at the order desk, which states that returns are accepted within 30 days of purchase. We handle every client interaction with excellent service, care and respect, as we have done with this customer. This customer showed rudeness to our team upon being denied an unreasonable request to return product 4 months beyond the purchase date.
  
  Further, at the time of your purchase, yes our staff did advise to purchase extra tile to account for potential future needs based on their expert industry experience and care for the client. Its always recommended across the industry to keep a couple boxes on hand in case for unforeseen future repairs. For example, we have clients come back many years after their initial purchase looking for a few pieces of the same product to do a quick repair or maintenance, who find out that as many years have passed since their purchase, the product is no longer available. At this point they need to decide between a few undesirable outcomes. Either they patch it with a different product that doesnt match, or, rip out all the tile in that space (plus potentially the substrate with it), purchase new tile and have it installed. Having a couple extra boxes mitigates these scenarios and is much less painful than either outcome, which is why we recommend this.
  
  With keeping your valued feedback in mind, we will continue to provide excellent service and care as well as clear and helpful communication to ensure seamless experiences for everyone in the future.

  Customer Answer

  Date: 30/01/2025

  Complaint: 22780669
  
  I am rejecting this response because:
  

  First, it does not refute the complaint: Instead, the response acknowledges my complaint that the business encouraged extra purchases.

  Second, the response is not truthful: The return policy was NOT communicated verbally, and the burden of proof is on the business to show that it did.

  Third, the response does not address their use of the term "customer signature by email. For clarity: I never provided a signature, nor have I ever emailed the business.

  I hope that the business will address my concerns properly, in their next response.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/02/2025

  Hi we want to ensure full clarity regarding our return policy and address the points you raised.
  Our return policy was communicated at the time of purchase, and it is also visibly posted at all sales representative stations and order desks, as shown in the attached images. We strive to make our policies clear and accessible to all customers to avoid any misunderstandings. 
  Additionally, we always recommend purchasing an extra box or two to ensure you have extras just in case something happens later you have some extras. This practice is industry standard. However, this is entirely optional, and you always have the choice to decline if you do not feel comfortable with the additional purchase.
  

  Customer Answer

  Date: 06/02/2025

  Complaint: 22780669

  I am rejecting this 2nd Business Response,with the same rationale as the 1st time:

  First, again it does not refute my complaint: Again,the response acknowledges my complaint that the business encouraged extra purchases.
  

  Second, again the response is not truthful: The return policy was NOT communicated at the time of purchase. A picture taken months after purchase, proves nothing. Especially as this picture was taken at the sales entrance, not where purchases are actually collected.
  

  Third, again the response does not address their use of the term "customer signature by email. For clarity: I never provided a signature, nor have I ever emailed the business. Using this statement systematically is problematic.
  

  I hope that the business will address my concerns properly, in their next response.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/02/2025

  Were sorry to hear that you were not satisfied with our response.
  To clarify, our return policy is clearly posted at all sales representative stations and at the order desk to ensure transparency for all customers. Additionally, no one from our team stated anything about a "customer signature by email." I'm not sure what this means
  Regarding your return request, the purchase was made then four months after you tried to return the product, and due to natural variations in tile shades over time, we cannot accept returns after such a long period. This policy is in place to maintain product consistency and fairness for all customers.
  We appreciate your feedback and regret that we were unable to meet your expectations.

  Customer Answer

  Date: 11/02/2025

  Complaint: 22780669
  
  I am rejecting this 3rd Business Response, with similar rationale to the 1st and 2nd times:
  
  Again it does not refute my complaint.
  
  The burden is on the business to prove that the return policy was posted at pickup. They have not done so.
  
  The Order Acknowledgement states Customer Signature:(BY EMAIL). I never provided a signature, nor have I ever emailed the business. As I said previously, using this statement systematically isproblematic.
  
  I hope that the business will address my concerns properly, in their next response.
  
  Sincerely,
  
  ***** *******