Let's talk about Stone Tile's "120 cm x 120 cm x 1.2 cm" Pico tiles. You'd think that number meant, you know, 120 cm x 120 cm. You'd be forgiven for that logical leap, but zero points for common sense here. The real answer is "it depends." We splurged on this tile and our tiler (bless his meticulous heart) set the height of our bathroom floor exactly to fit two of these beauties stacked up. Picture-perfect, right? Except when the tiles actually arrived, turns out they were just shy of 119 cm x 119 cm. The grand finale? An almost one-inch gap at the top of our carefully laid bathroom tiles. It's hardly the end of the world, sure, but these were a splurge, and an inch is an awfully thick grout line! When we pointed this out to Stone Tile, we were told this kind of variance is "an industry standard with porcelain materials across the board." Funny, because nowhere on their website, or in their nine-item, twelve-sub-part Terms and Conditions, did it mention this little "industry standard" surprise. No heads-up, no disclaimers – just a shrug. Stone Tile just wouldn't own any responsibility. We even asked, given the circumstances, if they'd take back the two tiles we no longer needed. Nope. "Special order," they said. And a manager call-back? Still waiting.
Had a small tile project and wanted to support Canadian business. Like most people I purchased 10% more than I needed for wastage. They even calculate the extra amount for you on the website. When I went to return a full unopened box I was told there would be a 50% restocking fee for returns within 30 days and 70% for returns after. I am hard-pressed to understand the justification for such a large restocking fee! I can understand (although still resent) the usual 10% restocking fee but at 50-70%, they’re literally stealing money from my pocket. Wish I could recommend doing the ‘right thing’ and supporting this Canadian company but their return policy shows they’re not interested in doing the right thing for their customers. Will not shop there again and would never recommend them.
Must be absolutely miserable working here, because EVERY single staff member seems to have collectively agreed that customer service is optional. I mean, it’s almost impressive how not a single person even pretended to be helpful. You’d think I walked into an abandoned warehouse, not a showroom. Who hired these people? A random name generator? A dartboard? Either way, bravo to management for assembling the least welcoming team possible. If you love being ignored, sighed at, and generally treated like an inconvenience, this is the place for you! 5 stars for consistency. 1 star for literally everything else.
Receptionists running this business.They are rude and don’t know what their job is. Greeters - interrogators. No concept of client service. It is a tile store. Nothing more. Sales people don’t know product and have no time, annoyed when answering questions. Acting fancy does not sell. Worst customer service experience. Look somewhere else for your tiles. This place is a waste of time and not worth it!
I would personally never order from Stone Tile again. Specifically would like to mention that Gabriel will give you a lead time that is unrealistic and will never update you to let you know that it will be double the amount of time as originally quoted. Stay away!
Hopefully the tile is in better shape than the service. Off to a great start with finding the tile I wanted. It's in stock and we'll have it delivered soon. Great!. A few days later I was informed that the tile will be 4 weeks late. Ok it happens I guess. Wrote several emails to my sales rep with no response regarding delivery or timelines. Phone calls often put on endless holds or completely got hung up on. Tiles arrive and time to schedule a delivery date. Employee told me that they will call me back asap once they talk to logistics about weekend delivery. No call back. I call the following day and schedule a delivery that they told me will arrive between 1 and 5 pm on given date with a one hour heads up before the skid arrives. Ok I plan a half day accordingly in order to able to bring in the tile since they only drop it off at the curb. Still no big deal since everything is planned ahead. Day of I get a call from delivery driver that he's there at 10am. Terrible first and last experience.
Do not shop here!!!!! Terrible customer service. No one ever answers the phone. Criminal re-stocking charges. Grumpy delivery drivers. A good portion of my order was delivered damaged; fork truck punctured oaks of engineered hardwood.
Stone Tile International (Main Gallery) is a Canadian Tile store based in Toronto, Ontario. Stone Tile International (Main Gallery) is located at 1451 Castlefield Ave, Toronto, ON M6M 1Y3, Canada.
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