American Tile and Stone

We were referred to this business by a very satisfied customer who put in a similar floor, and we were not disappointed. Guy and Gwen invited us to their showroom, and treated us very professionally, answering our questions and explaining the process from order through installation. The installation of a floor is a disruption, but Guy and his crew were very accommodating and minimized the inconvenience. Their timeframes for the work were accurate. They worked long days, 6 days a week, for over 2 weeks. The floor design is truly a work of art! They made the effort to install the travertine in a way that best showcased the room. We would definitely recommend this company to anyone considering a new floor! They also recommended other contractors to work with us on different projects, and we were not disappointed.

I returned to American Tile to order replacement tile for my master bathroom due to a repair needed in the shower. Four years ago Gwen supplied me with the beautiful and expensive tile I chose for that bathroom. When I visited their showroom November 2 to place my order for the replacement tile, Gwen found my original order and said she copied and pasted it onto a PO to the same distributor (she claimed) and submitted it. I paid half of the total cost as a deposit with my Visa. Gwen said the tile should arrive in 5 - 7 days. It took much longer and the excuse Gwen gave was the distributor was waiting for a full truck before shipping the tile. When the tile did arrive, Gwen said two boxes in the pallet were mangled. Knowing that time was of the essence, and that this tile was scarce because it has been discontinued, she said the distributor would overnight boxes of replacement tile. After calling to see if the tile had arrived (I had to do a lot of calling as she didn't return phone calls) she said it had, and her husband would come to my house the next day to install the tile. He and a helper arrived and began doing their prep work before laying the tile. When it came time to begin laying the tile, he called me into the room and said he needed to speak with me. He showed me the tile and it was incorrect. It was a matte finish rather than a glossy finish. He called Gwen and asked her how that could have happened. She said she couldn't find her original PO so she didn't know. I said she needed to rectify the situation and order the correct tile. She refused to take any blame for the situation. She asked for the remaining balance owed so she could use her credit card to place the order. I gave her my Visa. She said the tile would take another 5 - 7 days to arrive. After thinking about that overnight, I told her that she needed to pay for overnight shipping. She declined and said the tile could not be shipped overnight because it was on a pallet and had to be trucked in - which made absolutely no sense. She also said the tile distributor claimed not to have ever carried that tile in a glossy finish, which also made no sense. I told her to cancel the order and refund to my Visa both of the charges. She said she couldn't because her card had already been charged, and that she was losing a lot of money because she was going to have to eat the original tile order, which to me is admitting responsibility for the incorrect order. I said legally I had three business days to cancel the order. She subsequently agreed to refund to my card the initial deposit but said she was going to subtract out of the second credit card charge the money for time and materials incurred by her husband and helper when they arrived to install the tile. I contacted Visa to dispute both charges, as I didn't trust her to refund the first deposit, and she was not authorized to use that money from that second credit card charge for anything except the purchase of the tile. Once she realized I had contacted Visa to report her, her tune quickly changed and she said she would refund both charges in full. She submitted to me an invoice for almost $300 for the time and materials for her husband and his helper and threatened to file a lien against my house if I did not pay her. I checked with my attorney and legally I am not obligated to pay for the time of her husband and his helper because it was their company's mistake in ordering the incorrect tile and it was their company's mistake for accepting delivery of the tile without checking to see if it was the correct tile. But to finally be rid of Gwen, I paid the invoice.

Gwen at Backsplashtogo was exceedingly courteous and helpful. I had a tile order that required shipments from two distributors, she was able to get both delivered with free shipping. When I needed a second set of tiles, most came broken from Hirsch glass (the manufacturer). Hirsch was not customer focused and would not replace the poorly packaged tiles with new inventory. Gwen filed a claim on my behalf with UPS and they funded the shipment of new tiles that arrived on time and in good condition. She is a true professional, with a customer focus and timely responses. Gwen will bring me back to Backspashtogo for future work.