Rustico Tile and Stone

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

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.

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 !

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)

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.