"I had a pleasent experience dealing with this company. Some of my tile came in defected and I had no issue exchanging it. Good prices and service. Recommend!"

"A pleasure to do business with. Helpful staff, fast delivery."

"Buytile had what I wanted and delivered it safely even earlier than promised. My only gripe is that they originally quoted me the wrong price (the tile I wanted required me to call for price), but the correct price was still in line with what I anticipated."

"This is my second rating of Buytile.com. I felt compelled to write again because the customer service I received for this order was so very good. I had a need to get my tile quickly so opened the chat window and spoke with Vilma. In a word, she was amazing. I haven't had this kind of great customer service in a long time. She went out of her way to work with the warehouse to help me get my tile chosen, processed and shipped so quickly I had it the next day! I also want to point out that I had commented on an issue with response on the customer service phone line- I received an email from the president who addressed the issue personally and corrected their process so it no longer is a problem. I'm sold on this site and recommend it VERY highly."

"I had a very good experience with BuyTile.com. Their tile prices were much better than local dealers or any other online store. I under estimated how much tile I needed and they quickly accommodated me. Their customer service is very good and helpful. I would look here first for my future tile projects. "

"Ordered glass subway tile for renovation. Order shipped in two days and arrived a day later! Not one tile was broken. Amazing service and was able to get 10% off of the order online. Very pleased!"

"I ordered tiles for a kitchen backsplash and received my order the next day! The process of ordering was very easy. I even received a call from customer service the day I placed the order confirming the order. The customer rep wanted to make sure that I wasn't trying to match existing tile because the specs on the tiles I ordered were slightly different from a similar tile previously offered on their website. The tiles arrived the next day in perfect condition. Overall excellent experience."

"Horrible experience trying to return an order. Order placed on 2/15 and cancelled less than 24 hours later. Order tracking indicated order was in process when cancelled. Buytile.com called 2/18 to verify cancellation and bemoaned the cancellation because it was special order. This was absolutely untrue because I was told that the tile was in stock. The order was shipped despite the cancellation. When I called for a return authorization, I was informed that a 25% re-stocking fee would be harged even though their published return poilcy states that cancellation of orders in process would receive a full refund. The Buytile reply to this was that the order was shipped the same day it was placed 2/15. UPS tracking indicated that it was not processed for shipping until 4:57 PM 2/18, after cancellation was confirmed. Buytile.com charged $49.00 shipping on the order. I return shipped the same package with the same carrier for $14.00. The tile cost was less than half at Home depot with free shipping. Shop around before you buy at (Don't)Buytile.com."

"Horrible horrible horrible. I ordered 5 samples and two never arrived. They told me the other two were on backorder and they had to cancel them but they only refunded me for one sample. Stupidly, I ordered another 5 samples. This time NONE of them arrived. When I contacted customer service and spoke with "Hasina" she was very unapologetic and basically told me that the tiles wouldn't be arriving for another two weeks so I asked her to cancel the order at which point she stopped speaking to me (this was through the online help). I still have not heard if they will be providing me with a refund. Buyer beware. I definitely will not be purchasing my tile order through them!

UPDATE:
They did refund my order and quite promptly at that. Wish my experience with the online help would have been better."

"It took awhile to get my product but once I did, I was very happy with my product. I have looked all over the internet for orange penny tiles and buytile.com were the only ones with the look I liked. I am planning to order more from them in the future."

"We were so pleasantly suprised to find the exact tile at the lowest cost through buytile. When shopping around at other tile stores, when we told them our cost they said go through buytile. We thought for sure there would be broken tiles once we receive the order all the way from New York. But no, they were wrapped so securely and cushioned, not a single tile is chipped or scratched. I just wish they had all the trim pieces to match and I would buy those from buytile too!"

"It’s not often, and I mean hardly ever, that I receive they type of service I did from Denoche. He deserves a lot of credit and some kudos for his care and concern regarding my “small order” in the grand scheme of things.

I bought a new house 15 years ago and I had some cracked 6” x 8” tiles around the tub in the extra bathroom due to a little “accident” my son had while visiting last year. Well since my girlfriend and her children were suddenly moving in with me due to some issues with her rented house, I was under the gun to get this fixed. I had shopped locally all around the Chicago area, only to be told they don’t make 6” x 8” tiles anymore – much less anything that would match the existing tiles. So the internet shopping began and I eventually found something that looked like it would work as noted on my order #17292. The tiles were listed as 6” x 8” with a note that dimensions may be “approximate”??? Since this was a repair job, I needed the exact size.

I called and discussed my situation with Denoche – he was VERY helpful and even gave me his direct line so I could call him with any questions or concerns. (actually we talked several times!!!) I was told the tiles were (should be according to the computer) in the Canadian warehouse so there was no way to actually measure them. I asked him if he could call up there and ask them to measure – he said he would try – and he did!!! I got a call back from him and yes – they had the tiles – but they were 5 7/8” x 7 7/8” – would I like him to send me a sample??? I said let me think about it……..

I called him back on the gamble that the color would be a close enough match and I might be able to make the smaller tile size work. He thoroughly explained your policies on the pricing, broken case fees for my 25 pieces, shipping and expected delivery date. He processed the order and had the tiles on their way and delivered to me within a matter of days!!!!!! He sent me the tracking number for the order too! He was just amazing thru all this! The bathroom was finished on schedule and looks beautiful!!!!!!

I thought you should know about my problem and the happy ending – thanks to Denoche!

"

"MY WORST NIGHTMARE COME TRUE. Buying from buytile.com will turn you off of online shopping forever. We bought several boxes of glass tile from buytile.com. They sent boxes that were labeled with the correct color, but inside was the wrong color tile...I ordered a light green, they sent me dark blue which is another color they offer in the same tile. I tried to explain this to the salespeople...they said no, the boxes have the correct label so it must be the right tile. I then sent them pictures of the tile to prove it was a totally different color from what's shown on the website...they said you can't go by the picture on the site, the actual tile might look different (dark blue compared to light green is very very different, plus what they sent matches up perfectly with a different color they sell of the same tile!). I sent them a photo of a sample I had of the correct tile compared to the color they sent me, plainly showing that their shipment was wrong...they said they couldn't trust my sample because I didn't get it from them!

I spoke to another tile retailer who looked at my pictures and said it was obvious I received the wrong color of that style of tile.

Every step of the way they refused to take any responsibility for their mistake, even in the face of overwhelming evidence. I don't know what else to do. I dreamed so long of having a new bathroom. I am now out over $1000 and can't afford to buy new tile. The tiles don't match anything I have and my new bathroom is ruined. Thanks buytile.com."

"Great way to buy more standard (and even specialty) tiles, at a better value. Easy to use website."

"WORST experience I've had with an online retailer to-date! We are remodeling a cabin and needed to purchase tile for two bathrooms, a kitchen backsplash and a fireplace. We couldn't find the design or style of tile we wanted from our local home centers or tile specialty shops, so we looked online instead. We found great options and designs on Buytile.com, and placed an order for samples in mid-May. Samples still hadn't shipped by early June, so I called to check in on the order. Customer Service rep said some samples were not in stock but would be shipping "in a matter of days". Days came and went, and I checked in with them three more times in the next two weeks. Each time, their promised ship date came and went with no update. I placed yet another call to customer service and they said full size sample tiles should be shipping out over the weekend. This is now well over a month after our original order was placed (SAMPLES – not even a full tile order). When we finally got a partial shipment of our samples, they were 2x2 cuts, not full sized. It's now two months after our original order and we STILL haven't received all of the samples we ordered. This has put us over two months behind in our remodel project.

If it took BuyTile.com this long to just get samples to us, we decided not to chance it with how long it would take to receive an order of any tile we may have purchased through them. We did not end up ordering any more than samples from them. We ended up purchasing from the Tile Shop locally and they shipped all tile to the job site within the same week we ordered.

Order tracking on their web site, as well as customer service follow-up was a total disappointment. I had to call and email them multiple times to check on order status and get new delivery dates, none of which were actually met.

(Update)
I did receive an immediate response from Marty at BuyTile.com just a couple of hours after posting this review. He sincerely apologized and asked if there was anything they could do to make it up to us. He promptly refunded our order in full.

It's nice to see they are trying to make improvements with their overall customer service experience - I just wish I could have received the same attention and prompt response with our tile order."