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Business Profile

Home Improvement

Hey Tiles

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Improvement.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints 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:11/12/2024

    Type:Delivery 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.
    I placed an order through the hey times website for a qty suggested by their online calculator to cover a version sq ft. I paid $399 to have it delivered to my home. We ended up being short because the calculator on the website was wrong. I pointed it out, they fixed it. I placed another order and chose the pick up option to avoid another $399 charge. I spoke to someone via phone and they stated it would take a week. I paid someone &300 to pick up. He went to the location in ****** on the receipt for pick up and it was a storage facility and no one there They did not have my product and never emailed to tell me it hasnt shipped. I asked they ship it free of charge to rectify the issue on their end and they just cancelled my order. So now Im 3 weeks behind on a project and down $300 dollars.

  • Initial Complaint

    Date:08/27/2023

    Type:Product 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.
    Date of order: February 16, 2023 Order #**** Amount of money paid to Hey Tiles: $898 Goods ordered: Tile -6x12 calacatta ***** Honed Straight Edge 12 -3X6 CALACATTA VIOLET PURPLE MARBLE HONED NO BEVEL 8 Nature of Dispute:Product damaged upon receipt (broken tiles). On March 9th, I provided images of broken product, per Hey Tiles policy. Hey Tiles committed to providing replacement tiles. After emailing Hey Tiles 12 additional times since I first notified the company that my initial order was broken, I received tracking information for the replacement tile shipment two months after receiving my initial order.On May 18th I received a box of replacement tiles, and the company sent me the wrong sized tile (they sent 4 X 8 which I never ordered). I called on May 18th the day I received the replacement shipment notifying Hey Tiles they shipped me the wrong size tile, and they said they would ship replacements out within 24 hours. On Monday May 22nd, I followed up via email requesting return labels and 100% refund due to not hearing back on the 3rd tile shipment. I received *** labels from Hey Tiles to return all product for a refund. I shipped three cartons of tiles back to Hey Tiles and all were delivered by June 23, 2023. I have emailed four times, texted, called multiple times, was told my over the phone that my refund was being processed, and there has been no refund on my credit card. At this point I have retuned the product to the company and they have not returned my $858. This is stealing. In total there have been 46 emails and multiple calls. The business has not tried to resolve the problem. They are ignoring my attempts to get in contact with them. Tracking numbers for the return shipments to Hey Tiles: see image attached.

  • Initial Complaint

    Date:05/25/2023

    Type:Service or Repair 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.
    This business sent us the wrong product and will not exchange it for the correct product. They sent ** the wrong color tile from what we ordered. All we are seeking is an exchange, and they refuse to do so because it is outside of the time widow for their policy. When contacted about this they have been extremely rude. Please do the right thing and exchange the product. We ordered $1400 worth the tile and they refuse to simply exchange it for the correct tile we ordered.

    Business Response

    Date: 05/25/2023

    They more than a year ago and only contacted yesterday that it arrived damaged. Return and exchange window is 30 days

    Customer Answer

    Date: 05/25/2023

    The product is not damaged. It is simply the wrong product, it is not what we ordered. All we are asking is the business do the right thing and exchange the incorrect product for the correct product. 

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair 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.
    A large portion of my tile shipment #****, placed on August 28, 2022, arrived destroyed. I noted this to HeyTiles via email on September 12, 2022, within 3 business days of receipt. When I asked for a refund on September 12, I was put through a three week email runaround and asked to provide the same information several times. I have a photo documenting the destruction, and an exception number (#******) from the shipper (T-Force Freight) confirming the destroyed shipment. There is no clear policy on the HeyTiles site for refunds related to damaged shipments (*********************************************************). I called Hey Tiles and was received unprofessionally and told that my tiles were not destroyed. As of October 3, I have not received a refund and the contact at HeyTiles ********* continues to dispute the photo of the damaged tiles and the exception letter from the shipper.

    Business Response

    Date: 06/09/2023

    We've been in touch regarding the damaged item you received from **. You had sent us a picture of one box, and we offered to refund you for that one.
    However, you have mentioned that most of the tiles were broken and we wanted to take a closer look at the damage and we asked for additional pictures of the damaged items, but we were told damaged tiles had alredy been discarded . Our offer still stand a refund for the damaged box
    We hope to hear from you soon!
    Thanks,

Hey Tiles is NOT a BBB Accredited Business.

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