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First and last time will use National tiles
I originally Purchased 110 sqm for my project in May this year, then required additional 40 sqm to finish off.
Spoke with head office and several local stores in Melboure but They couldnt find a batch australia wide just to finish off. the difference now in tiles is noticable, shade is different and doesnt match original. made so many phone calls but never got any support. I will never use this comlany again.
Waste of time
We went in store on a Saturday to pick laminate flooring for our entire house. Staff were lovely and helpful, even allowing me to take home the sample bundle of the colour choices, as we live 150km away they said to bring back when ready. We decided to place an order and did so online the next day.
After a week with no contact I called the store we had visited, they assured me the order was coming from the warehouse in Victoria and I would hear soon. 3 weeks after placing the order we’d still not heard an update. I called the National contact...number, and after a few days of looking into our order I was told the WHOLE range of flooring we’d ordered was no longer available?! Our only option to spend more to get something in stock, or get a refund. We’d lined up tradies around the flooring and now we are back to square one. The kicker being that the day they called me the floor range was still showing as available online to purchase. 1 week later and still waiting on refund so we can purchase elsewhere. Not sure why no one bothered to contact me and let me know about the range being discontinued, poor service that I had find out by following it up myself! Was offered a discount on the tiles I had ordered for the inconvenience.
Product given to someone else.
I had been planning my renovation for months and found the perfect tile. They went on sale so I got my order in quick, called the customer service team to make sure they were in stock and was super happy to discover they would be shipped from QLD to NSW arriving in a few weeks. I got the confirmation email and organised colour matched wall paper and trades to do the renovation. Flash forward to the date they were supposed to arrive and no contact. After leaving a message for customer service they got back to me. The tiles were never sent to NS...W and apparently given to someone else. I'm absolutely gutted and was never informed they weren't coming. Customer service couldn't even track down what happened or find a paper trail for the screw up. Now they are sold out.
Definition of incompetence
We were basically sold a batch of tiles they didn't even have. We paid in full for the purchase of 5m2 of tiles and then paid the delivery fee 2 weeks later only for US to have to call them a week later to confirm a delivery date and then be told they don't have any of those tiles left in Australia....
On top of this, the "sales assistant" recorded the wrong contact number and surname on later reviewing the invoice.
We were called on two separate occasions by two different "sales assistants" in regards to payment of the delivery fee when it wa...
Tile Gazumping is here
To be sure our chosen tile would be available for our project our builder ordered these early. They were assured that a quantity had been set aside. Sadly, within weeks our builder was notified by the store they were dealing with that their capital city warehouse had sold our tile out from under us. A large order had come in, and our order had been used to fulfil that order. Too bad for us. Now, there are none left in the country.
We now have to wait for a second shipment. That was due in June. We've now been told that they missed their schedu...led shipping date, so let's make that July at the earliest. Wow, we so love National Tiles. We understand product shortages, that's why we ordered early and got a confirmed order. Or so we thought... Two weeks of opportunity to mediate pass...so now up goes this review. Had a very nice interaction just today with Beaumont Tiles. Couldn't have been more helpful.
Return policy sucks
As a professional renovator, I have spent thousands of dollars at National Tiles in the past. I purchased tiles online and was told I couldn’t return my excess as it went against the policy of the local store, even though I ordered them online through the national store. Makes no sense. Never again. You have just a customer who buys a few thousand dollars of tiles every couple of months.
Atrocious customer service
Ordered some floating floors 4 weeks ago.
They are getting transported from another store to Dandenong. Contacted National Tiles multiple times for a timeframe for collection.
I have been told they were in their distribution centre in Melbourne, contact them a week later for an ETA to be told they haven't left their store in NSW yet.
We're very fast processing to begin with, bit once they have your money, it's a go slow.
- Physical store
National Tiles customer service
Beautifully laid out, spacious showroom at Alexandria with adjoining customer parking spaces. Great range of tiles. Several staff members offered their assistance while I spent nearly an hour walking around matching different tiles, deliberating, deliberating, deliberating. Jacob came to the rescue when I was ready to ask for help to make final selections. These guys really know their stock and understand design. Unfortunately, however, the after sales department stuffed up delivery arrangements. In frustration I reached out to Jacob again and,...although delivery was not his responsibility, he stepped in and sorted it out. The tiles have just been delivered by Matt who was courteous and efficient, even though he was one man down due to Covid.
Exceptional service with exceptional products
Exceptional service with exceptional products - went to the Alexandria store NSW, Jacob helped me to pick all the tiles for my house renovation, and the quality of the tiles are exceptional! Delivery is well managed without any suprise! Please note they are super busy so you have to keep tracking / tracing your oder, they made some minor mistakes in my order due to lack of people / busy but acceptable.
- Online store
Awful customer service !
Order placed, get an email and text telling me item had arrived in store to pick up. Drive there and no not there they are not sure why the online system advised me that it had arrived. Still dont know where it is. Manager is advised to contact me and a week later still hasn't rung. I contacted customer service a week ago, got an email saying be back in touch shortly ... a week later nothing. I tried numerous times to ring the store and impossible to talk to a human. I left a message for someone to call me back ... no one has called me back 2 weeks later. Very frustrating ! not really sure what else to do ! hopeless situation can only suggest do not place an order with national tiles online
Our tiles don’t even deserve 1 star.
National tiles supplied “defective” tiles throughout our home. After inspection from one of their representatives, we received a report stating the opposite of what we were told in person. We offered an amicable shared cost solution to remedy the issue to which National Tiles will take no ownership. No offer of resolution at all. Management were unhelpful and we are now left hugely out of pocket to rectify. I don’t recommend their products or customer service at all.
Excellent customer service
Went to the Sunshine store today to buy a product to fix my grout haze problem, the young man I spoke to listened to my problem worked out what I needed and gave instructions and tips on how to fix my problem. He could not have been more helpful, I will not hesitate to return if I need anything in the future.
- Physical store
Bunch of clowns
Went in to the Grovedale store to look at timber-effect tiles. Found some nice tiles, purchased what I needed and was upsold grout and adhesive. Oh yes sir, I can see the tiles are in our local warehouse in Truganina and will be here in 2-3 business days. So a week later and I haven't heard anything and am now at the point I need the tiles so I call them. Unable to speak to the actual store, you get bumped around like a tennis ball through their national call centre. Oh no sir, those tiles aren't in Victoria at all! They will have to come from ...South Australia so it will probably be at least another week! Needed the tiles to tile a bathroom up at Mount Buller (5 hours drive away!) and had arranged time off work to go up for a few days and do this job. And these clowns didn't even think to tell me I'd be waiting two weeks for a simple tile order to arrive. Quote - "two to three business days maximum". Thanks for nothing.
Worst laminate flooring product.
I have my investment house renovation, changing all flooring to laminate floor. I saw the product in store. The color is all right. There is a small gap between two of boards which displayed in the showroom( see the picture). I didn't realize that is a structural problem of the product. Just thinking it is accidental mistske by staff. I ordered about 120m2. When I started to install the floor. I found the click system of this board is a nightmare. It is not firmly locked when click together. The boards started to move when you laid new boar...d. I want to put it in the bin. But I don't have more $ to finish the job. Finally I done all the job. Space is left. But I found the boards become uneven now. Same as the product in showroom. It will not happen when I installed my QuickStep laminate floor. I Will never, never bought anything else from natuonal tiles. Rubblish German made laminate floor!!
Disappointing customer service
I spent a lot of money on numerous products and had some minor non perishable items (clips and a leveling kit, unopened, unused and in original packaging) left over and was told these could not be returned because i was a few days late past the 30 day cut off for refunds. I appreciate there needs to be a returns policy but i wasn't asking to return tiles or cement etc, i found it very disappointing to be told that they didn't mind losing my future business over this, clearly don't value repeat customers.
Based on this would never buy off them again.
Questions & Answers
Is Cloud Black Natural 450x450 tile suitable for floors. I see the product spec sheet on your website shows NT19-6172FL it as not applicable but the description says it is a floor tile, and also the same series white is shows as a floor tile in product spec as well. Why is the Pei rating and pendulum rating also not applicable, is it because it is pei rating is zero and therefore not suitable for floor? Same black tile 300x300 is shown as suitable for floor but still both pendulum and pei rating is given as n/a, can you clarify pls.
we want to use regina grey matt tile for wall and floor in bath, ensuite etc and were trying to match an appropiate grout can you recomend
Thank you for reaching out to us and excellent choice of tiles!...We would recommend using the 110 Manhattan for best results. Best wishes, The team at National Tiles
Who do I speak to about a faulty product please. I have been sold tiles ‘not fit for purpose ‘ thank you.
Hi Carmel, thank you for your message. Please let me know your contact phone number and I will call you. Thank you, Kind Regards, National Tiles Customer Service
Thank you for responding. My number is [Number Removed]
Can you please make this number private or delete when finished.
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