Complaints

This profile includes complaints for Porcelanosa Tile/Kitchen/Bath's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Porcelanosa Tile/Kitchen/Bath has 3 locations, listed below.

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  Porcelanosa Tile/Kitchen/Bath

  600 Route 17 North Ramsey, NJ 07446

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  Porcelanosa Tile/Kitchen/Bath

  65 Route 17 North Paramus, NJ 07652

• 

  Porcelanosa Tile/Kitchen/Bath

  252 Route 18 North East Brunswick, NJ 08816

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:08/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On March 25, 2023, my wife and I purchased tile from this company for a powder room in our home. Prior to the purchase, we visited their *************** showroom and worked with their **** ***************************** to select the tile for the project. We selected three tiles; one for the floor, one for the majority of the wall space, and one more for an accent wall. As we were talking, ********* advised that the accent wall tile was special in that two different (opposite) tiles were required in order to create the pattern that was on display, so we needed to be precise with the measurements. As we did not want to get it wrong, we decided to come back later with our contractor, who brought exact measurements and a sketch of the room. We went over this in detail with **** so that we could be sure that the correct quantities were ordered as this was expensive tile. Our total order was $5,873.47, and over $4,000 of that was just for the *********** the project was completed, we found that the quantity of tile ordered was more than double what was required even with the waste factor, so we called **** to see if we could return the unopened boxes and we were told that we could not because it was more than 30 days past the order date. The tile was not even delivered until 18 days after the order and the job took well over a month, so there would have been no way to know there was this much excess tile in 30 days. After much back and forth, ********* told us that her manager would be willing take back the excess OF ONE OF THE ****** but only if we paid a 20% restocking fee and a pickup charge of $450. In other words, Porcelanosa's miscalculations meant that we paid $1500 more than we needed to, and they would only refund us ~$200 if we returned the unused and unopened product. I asked them to reconsider and allow us to return the tile (we would pay $450) but waive the restocking fee...they said "no". **** recommended that we donate the tile to the poor or sell it ourselves.