daltile.com

Bad customer service

My complaint against Daltile is about their product, which I will describe below, and their total lack of customer service. They came close to insulting me as incompetent when I complained about their product.The product is “Crystal Shores glass mosaic tile, Emerald Isle CS96”. We used it in a major kitchen renovation, and it is the big disappointment in that renovation.The tile presents as a mosaic of seven different colors of glass rectangles randomly arranged. Most of the colors have a smooth, shiny finish. But two of the colors – the dark green and the white – have a slightly concave and bumpy finish. In a few cases the underlying glass appears to be cracked. In one case I rubbed my finger over the surface and cut my finger enough to draw blood. All of the white and green tiles in the four boxes we received were like this. When the installer applied our dark grout it penetrated the fine cracks in the bumpy tiles (but not the smooth tiles), and left a network of spider-web lines throughout the tiles. The dark lines make the white tiles look gray instead of the bright white that they should be. We selected this tile for the contrast and “pop” of the white tile, and after all the trouble and cost, we didn’t get it. We are very disappointed. In hindsight I think this is a quality control problem with the white and green tiles and they shouldn’t have been sold like that.When I called Daltile Customer Service about the problem, they told me it was my fault, my problem, and they were not going to help. Issue closed. We are frustrated and dissatisfied with Daltile, and we no longer trust them or their products. When people ask us about our kitchen and our design decisions, I make sure to tell them about our Daltile experience. I wish I could include pictures in this review.

Date of experience: May 29, 2023