Gordon m Fyn
map-marker Leander, Texas

Defective products

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Stay away! I ordered and paid for a sample of red Saltillo tiles and then ordered 1100 tiles based on the sample from them for delivery in California. The tiles I received were completely different than the sample. The sample's color was baked in while the actual delivered tiles were clearly painted red. The tiles have a manufacturing defect with blisters and are peeling. Customer support gave me the run around telling me it is natural for the tiles to have one or two small holes. Look at the pictures below, the holes are not small and the tiles have multiple blisters. Beware they don't offer any guarantees and you are completely at risk. Here are the tell signs that you will be stuck with a $5000 loss like I am: 1) You have to pay in cash or direct bank deposit so no chance to get your credit card company to help with issues 2) They make you sign a contract requiring all damages need to be reported at delivery - who can check 1100 tiles at delivery??? 3) if you want to bring legal action against them the contract states it has to be done in their local county - so if you don't live there you will have to travel to TX for any court appearances. 4) Contract does not provide any guarantees on product quality. In short if you want to be 100% at risk with almost no recourse this is the place for you. Otherwise go to a company that accepts credit cards, have a reasonable return policy and don't make you sign a unreasonable contract that gives you no protections. Stay ay asSt
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Loss:
$5000

Preferred solution: Full refund

User's recommendation: stay away

1 comment
Guest

Oh boy! How I wished I would have read this prior to buying! Same issues and customer support was truly willing to replace at 1700.00 plus they didn’t even offer to pay shipping or for a lousy pallet!

Gordon m Fyn
map-marker Palos Verdes Estates, California

Defective product

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Rustico Tile and Stone - Defective product
Stay away! I ordered and paid for a sample of red Saltillo tiles and then ordered 1100 tiles based on the sample from them for delivery in California. The tiles I received were completely different than the sample. The sample's color was baked in while the actual delivered tiles were clearly painted red. The tiles have a manufacturing defect with blisters and are peeling. Customer support gave me the run around telling me it is natural for the tiles to have one or two small holes. Look at the pictures below, the holes are not small and the tiles have multiple blisters. Beware they don't offer any guarantees and you are completely at risk. Here are the tell signs that you will be stuck with a $5000 loss like I am: 1) You have to pay in cash or direct bank deposit so no chance to get your credit card company to help with issues 2) They make you sign a contract requiring all damages need to be reported at delivery - who can check 1100 tiles at delivery??? 3) if you want to bring legal action against them the contract states it has to be done in their local county - so if you don't live there you will have to travel to TX for any court appearances. 4) Contract does not provide any guarantees on product quality. In short if you want to be 100% at risk with almost no recourse this is the place for you. Otherwise go to a company that accepts credit cards, have a reasonable return policy and don't make you sign a unreasonable contract that gives you no protections. T
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Anonymous
map-marker Pueblo, Colorado

Empty promises and bad customer service

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Very unhappy with customer service and delivery of product. Company was helpful at the beginning until we paid for tile. I took a week off and was "promised" a delivery on first day of week vacation. Called that morning on Monday around 11:00 and I treated like I was bothering the man..Ray or a Roger I spoke with. I asked why and wanted to know where my tile was. He said Wednesday delivery. I asked why I did not get a call to let us know. He said what do you want me to do about it? Do you want your money back? I said I wanted my tile. We were trying to move into our new place. I also spoke to Melanie and another lady I believe Sara. We paid for tile about three weeks in advance. I originally had 10% more for waste and they suggested 15%. So I went with that as well as ordering several tile with paw prints. I paid for lift truck delivery and had to argue with shipper to get that as well. The tile then was promised on a Thursday that went to Friday in the evening at around 7:30. One week of vacation blown. I also was promised some "free" sealer two gallons I believe were suppose to be sent for our trouble. We had to seal the tile before moving in. A few days later they called and said they needed to know what sealer we wanted. I tried to get a hold of the rude man and he was on vacation so I asked for Melanie. She was on vacation too. I assume they are a couple. I voiced my frustration to the woman on the phone. She contacted rude man and I was told I would get a call on 06/20. Well still waiting in that call. I had to purchase sealer at a local store as well. When we did receive the tile there were a few broken pieces in the top of the pallet. It is difficult to take everything out at time of delivery to inspect. Once started to lay our tilewe got the the bottom of the pallets and found several tile that were not usable. We had to use some that were damaged in closets AND still could not complete our project. We still have two closets and a laundry room to finish. They line the bottom with cardboard so it is hard to see what is broken. Of course, they state one you sign it is our responsibility. The empty promise of delivery and the lack of customer service was amazing. I highly recommend looking at other options before choosing them.
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Loss:
$2900
Reason of review:
empty promise of delivery, one week of vacation lost, bad customer service
Anonymous
map-marker Dallas, Texas

Rustico Tile And Stone Customer Care Review

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Any correspondence I've had with this company has been courteous, helpful and very friendly. They answered my *** questions with grace. They're knowledgeable about their tiles and go well beyond the call of duty to accommodate. I'll add photos when my tile's installed !
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Reason of review:
Good customer service
Featured
Kalysta Hzd
map-marker Boca Raton, Florida

PAID FOR TILE GOT BROKEN PIECES

Rustico Tile and Stone - PAID FOR TILE GOT BROKEN PIECES
Rustico Tile and Stone - PAID FOR TILE GOT BROKEN PIECES - Image 2
Rustico Tile and Stone - PAID FOR TILE GOT BROKEN PIECES - Image 3
Rustico Tile and Stone - PAID FOR TILE GOT BROKEN PIECES - Image 4
Rustico Tile and Stone - PAID FOR TILE GOT BROKEN PIECES - Image 5
I ordered 1570 pieces of tile and paid in full plus delivery charges totalling $5409. After having multiple difficulties getting the tile delivered, once it was delivered it was obvious many pieces were broken. I noted the damage on the delivery receipt as instructed by the tile company. I then took digital photos of the damaged tile. The tile company argued that there probably wasn't as much breakage as I thought and to use the tile and save the broken pieces as they may need an insurance adjustor to view them to claim against the delivery company. I repeatedly alerted the tile company that we would not have enough tile to finish the job and asked for replacement tile to be sent as there was much more than 15% breakage. They refused and only offer to sell me more broken tile with a wait time of weeks. I've sent multiple emails and followed their every instruction to no avail. I want either the replacement tile sent or a refund of the 21% breakage (324 tiles)
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Loss:
$1111
5 comments
Guest

Hi as I am legal counsel for several large Nyc construction companies. To prevent issues such as these in the future you or your company must have an inspection procedure in place before anyone signs Deivery Purchase Orders.

Your best move is to refuse delivery when your first pass test reveals damage to any purchased product. Once the product is signed for you enter a more complex situation to be reimbursed for damaged goods which will require legal counsel.

The next step is strait foreword, contact a local attorney and pursue legal action against the company.

Be prepared to provide dates, times, emails, company representative names, call logs (from your phone company) contract terms of order, photos etc for the firm before contacting.

Please pursue, don't let venting your anger online satisfy you. There is significant monetary & even business reputation loss with this case.

Guest

Oddly, the instructions I had to agree to in order to activate the freight insurance specifically said not to refuse delivery, even if the driver advised it. They said to note damage on the shipping receipt form but accept the tile.

I followed the directions, immediately contacted the company and sent photos.

I'm at a loss as to how I could have handled this better while still following their guidelines. But, I'll never order something so breakable online again.

Guest

It might have been wise to refuse the shipment. However, too late now...

And yes, the company probably filed a claim and received the usual "insufficient packaging" as a response from the carrier. Sad situation, but seems that it is made worse by the company's refusal to re-ship replacement tiles.

Guest

Did you get insurance on the package? If it cost that much and knowing it would be fragile tile I would have got the insurance. How is it their fault for the mail company breaking the tiles?

Guest
reply icon Replying to comment of Guest-688094

The tile company had freight insurance and asked me to respond to an email outlining the delivery terms in order to activate the coverage which I did. There seems to be some finger pointing between the shipping company ("crates were overpacked, packed incorrectly") and the tile company. I believe this is a case where no one cares if the customer is left holding the bag as long as they can blame someone else for it.

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Kalysta Hzd
map-marker Boca Raton, Florida

Rustico Tile Sends Spies to My Home- UNBELIEVABLE!

8/6/13 The nightmare of dealing with Rustico Tile & Stone (a.k.a. Saltillo Tile Connection or South Texas Saltillo Tile Connection) continues. The latest was so audacious I almost couldn’t believe it. Ray Ocana mentioned in emails on a couple of occasions that an insurance adjustor would have to review the broken tiles and they would have to be picked up in order for him to send replacement tiles. I agreed and asked them when they could come out so I could let my guard gate know when to expect them. He never gave me a date or time but would ask if the next day was okay, and I always agreed, just asked for a time to let the gate expect them. This never materialized. Today, I got a call from my guard gate saying that a tile company was here for me. I asked who they were. The response was “Rustico Tile”. I asked if they were here delivering the replacement tile or picking up the broken tile filling my garage. The guard said they responded that they were here to look at the broken tile. I asked if they were from the insurance company and they told the guard they were the insurance people for Rustico Tile. I said he could let them in to wait for me outside the house as it would take me 20 minutes to get there from the hotel I’ve had to stay at during the tiling delays. I rushed to the house and found no one there but my contractor who had been working. I asked him if someone from the insurance company had been there. He told me that a friend of the tile owner had been there looking through the house and garage taking pictures. So, Rustico Tile sent a friend posing as an insurance adjustor to my home and proceeded to enter it without permission and take pictures which I’ve already sent them and which they are free to have at any point along with: the receipts for the tile I’ve had to buy , stain I’ve had to buy , hotel bills I’ve had to pay, extra labor bills for staining & sealing the replacement tile I’ve had to pay since they do not believe in honoring any commitments to customers. I would welcome a true insurance adjustor but will not be fooled into letting anyone else representing “Rustico Tile” into my neighborhood again. Email strings and a photo history along with receipts for all of the expenses mentioned above are available. How Rustico can just simply deny the breakage when supplied with pictures, and immediate notice of the breakage evident at delivery is disappointing but dishonesty always is. That they sent someone into my home under false pretenses is revolting and frightening. I would be happy to send my entire email history with this company to show the repeated attempts I’ve made to work with them regarding this matter.
View full review
Loss:
$1111
1 comment
Guest

The alleged spy was an insurance/damage claim inspector for Rustico. The client requested that someone be sent to evaluate the broken tile.

Rustico did what was asked at their expense. Not only did the inspector find no proof of damaged material...

the customer's floor was completely finished. The damage claim is fraudulent.

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