National Tiles Online store

Ordered tiles online and the money was taken out of our account immediately on the 10th March. Received an email on 12th March that tiles were no longer available at which time I requested a refund. Confirmation was received on the 13th March that credit department received my request and that my refund could take up to 10 business days, which was… Read more

annoying as I felt they shouldn’t have taken the money until they were sure they had the stock, but I accepted. Rang on the 28th March to be told it is still a few days off and if I don’t get my refund by 1st April to ring them back and they will chase it up. When I asked why it has gone over the 10 days, I was told that the “manager” hadn’t okayed it until the 17th. Nothing to ok in my opinion as the refund wasn’t contributed to in any way by me.

Absolutely disgraceful business – This business is absolutely disgraceful and I deeply regret being sucked in by their slightly better pricing and assumption that they would act reputably given their established national status. We purchased tiles and engineered timber flooring from them for a renovation of our home. Within months of install the timber flooring starting showing… Read more

unusual marks and discolouration and has continued to get worse despite us using all the recommended care products. Over a period of a year, and many emails chasing them, we had 3 inspections of our home from 3 different team members. The state manager was also involved and STILL we were unable to get a resolution. It's not that we weren't able to agree to a resolution; they simply didn't respond. Earlier this year, after receiving no response from the State Manager, the Office of Fair Trading attempted to mediate and they didn't respond to them either. Our timber floors apparently have a 20 year warranty which is obviously worth jack all if they don't honour it. Disgraceful conduct from a national business. Do not recommend.

If you actually want Tiles Don't deal with National Tiles – Turns out there stores are just showrooms. They don't actually have stock at the "Stores" and if you want anything more than a couple of boxes you will have to trek to TRUGANINA to collect them. Worst thing is they don't tell you that while they are selling you the tiles. In fact it took 2 days for them to email me to advise collection was… Read more

actually over an hour away from the store and on the other side of the city. How Pathetic. Frank Walker should be ashamed of himself if this is the best way he can run this crap business he keeps spruiking.

Friendly, professional and no fuss team – The service over the phone was fantastic. Friendly and helpful staff. We were able to order and come and pick them up with a minimum of fuss. The tiles are quality and they were order in just what we needed. Show reply

Great support and customer service – I couldn't have asked for a better customer service experience. Swift call backs and discussion around product availability etc. Pleasant when asked to make this an urgent order, I am sure many ask this to be done each and every day. I felt completely accommodated. Show reply

Great service I love my product – I purchased 5 boxes of Kimberley hybrid and I am so happy with my Kimberley hybrid flooring I now can relax and have a cup of tea whilst on my new floor  Show reply

More Like Incompetent Tiles – Ordered online for click and collect, National Tiles refused to deliver my order to the local store and required me to drive over 100km further to a local warehouse to collect. There reason was the order was too heavy. Given they are supposed to be national tiles it seems unreasonable they cannot deliver tiles to one of there own stores for collection. Certainly will be taking my business elsewhere next time.

The sweet low price will soon turn sour with the terrible customer service – The website states what quantity is available but not necessarily at the pick up point selected, 4 days after purchase receive a email to say that my tiles are in Vic Warehouse and I am in SA, then the email states estimated delivery to warehouse in SA is another 9 days, send a Email on the day they are to arrive to confirm with no reply, So call… Read more

the customer service number and got " I will check into it and call you back" well as expected I have had no such call. Poor service will always be remembered long after the cheap price has been forgotten.

Don't order custom tiles – Good if you come and collect immediately. We ordered some tiles for order and were given a date estimate. Long past it and after chasing these guys for weeks we came to conclusion they have no idea. Every date they have given us has now gone, every excuse has worn out and we have ended up disputing and reversing purchase transaction. Will give… Read more

business to someone else as this shop is clueless about good customer service and people working there simply don't care.

4 months overdue – September 2022 the selection of hybrid flooring was not in stock but advised at the time of payment that it would be available by early January 2023. We gave them some grace and called mid February to confirm how far away out floor was to being delivered. At this time we were advised that they would ship it to our closest store and when it… Read more

arrives they were would contact us for home delivery. Being Tasmania they advised it would be around mid March. Now I have just been advised that our stock was damaged in a traffic accident and did not arrive.. Have I mentioned it's now late April 2023. Now today I have just had a brief conversation stating that our flooring won't arrive in our state until at least May the 19th and still requires delivery to our address.. Cmon ladies... Please don't stimp to the old traffic accident excuses. It makes any business look unprofessional. 8 months since payment and I think it may be longer until we receive our goods..

Frank Walker from National Tiiiiilllles – Please shut that joker up. Can't imagine he's helping your business. Is he trying to be like Wynstan with a Y. I never want to shop there. Ad does my head in.

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… Read more

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… Read more

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 NSW 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.

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. Show details

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… Read more

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

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… Read more

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.

Order and delivery very good. That's where it ends – Impressed with the online order and delivery. Tiles delivered were not as pictured. Were faded and blotchy. After contacting mile end via email and phone received no response or resolution. Then contacted wingfield and told that is the style of tile..... ok, well not how it is presented online sorry? Requested to change the tiles over and no… Read more

response... yeah great service hence the 2 stars overall. Have used you guys a few times now with mixed results.. I will be heading back to Beaumont's in future!

No response. I waited over an hour on two separate browsers and nobody served me – I waited indefinitely online, with no loss of internet connection and was refused service. It didn't matter which browser I used, or how long I waited, the queue counter always ticked down from 5th or 6th, to 1st, then nothing. I will not be spending money at National Tiles until they fix their service. I typed my name and email into their… Read more

designated fields, but that didn't help. *EDIT* After several hours an individual named Alessia "joined the chat", then left immediately. She didn't acknowledge my existence and left without saying a word. My question was simple, what was the VOC rating of a product they sold? They don't appear to want to help customers and there's no excuse for bad service these days.

Rethink your packaging for your samples. Way over the top and so wasteful – I ordered some samples as I couldn't get to a store. For 5 samples it was $9.95. I ordered the 5 samples and a large box came to my door after 2 weeks of waiting. Beware from the time you place your sample order it takes nearly 2 weeks to get to your door. I opened it to find a large box. I thought, I only ordered 5 sample tiles. They should be… Read more

small, why is the box this big?! Inside the box was another box with 2 draws. The tiles were in the bottom which didn't even take up 10% of that draw and in the top draw was a tap measure with a brochure. I have a tap measure, I never ordered this or do I need it.. WHAT A WASTE! Many companies are jumping on board to reduce their waste and provide minimal packaging. The tiles were wrapped in bubble wrap and biofill to fill up the empty draw. Sadly not National Tile. Seeing this, I was so disappointed in the company. I ordered samples from another company for my decking and it came in a simple cardboard box with biofill. Simple and minimal waste. Please rethink your packaging National Tiles.

Awful experience - beware, don’t count on their availability of online stock being true!!! – I ordered 5m2 tiles online(which showed ~7m2 in-stock), then got an email saying they weren’t in-stock. You shouldn’t be able to advertise/sell something that you don’t have stock of when you say you do, I’m sure the ACCC would agree this is misleading and unprofessional.

After sales service disappointing – Love the selection of tiles on offer, as there are many that are not carried by other stores. But after phoning in our order, getting a quote and paying in full, the tiles didn't arrive. When we called after 4 weeks (they were due in 2 weeks from interstate), we were told the quote had never been transferred to an actual order and our tiles would… Read more

be at least another 2 weeks ... NOTE: we were also told this was a flaw in their system and not an uncommon occurrence. Happily, our tiles are now delivered, but if we had had a tiler lined up and ready to go, this would have been a major issue.

Tiles are fabulous, customer service could be better – Really happy with the tiles we ordered, they are good quality and look beautiful on the space. Unfortunately the tiles were listed as in stock, yet then took another two weeks to be brought in from Queensland. When we went to go pick up the tiles, 3 boxes were missing and had to call multiple times to sort out our order and get the missing boxes.… Read more

Complimentary delivery was offered, however when we were expecting our delivery, no one showed up. The next day when I called to see what was going on, no one was aware of this. However when my housemate called they were all of a sudden able to remember all the details. Finally received our tiles, however very disappointed with the customer service organization and lack of communication.

Highly recommend – Using National Tiles was a great experience, thanks for the price beat. Communication and delivery was top notch all the way through the process. No hesitation to use or recommend again.  Show reply

Great Customer Service – I have worked with National Tiles Oxley on a business level & I find their staff at the Oxley store to not only be helpful, but Very well mannered & polite, which just makes it more enjoyable experience working with them. Show reply

Very professional – Originally visited the Mile End store S A in December 2020 and the customer service officer new exactly how to help and advise me. We ordered our tiles on line in January 2021 and it was so easy. Sms msgs were sent to keep me updated on the progress and then I received a phone call prior to delivery. Very professional, thankyou. Annette Attridge  Show reply

Easy transaction – All I needed were plain, white subway wall tiles for a reasonable price. Everywhere else seemed too expensive but National Tiles’ price was incredibly reasonable and they were delivered for free - the next day - because it was over $300. Very friendly staff member from both Newstead and Woolloongabba stores. Would definitely shop here again. Show reply

Steer Clear of National Tiles – I purchased hybrids for my brand new build. Builders tacked skirting, installers arrived ripped skirting from walls and threw at random into garage. It has taken weeks to figure out what goes where! When i asked him to put them back inside house installers said “not my job”. They also didn’t arrive with right silicone for the job so It was my… Read more

responsibility to race to bunnings and buy right colour. On my invoice i was charged $118 for silicone I spent $12, they refused to reimburse me.

Hybrids are already lifting in areas and it will take me years to repatch and paint the damage left behind

Stay away from National Tiles!

Customer service .0005 out of 10

Covid shopping made easy – It was hard to shop for tiles whilst under stage 4 lockdown but we made it work and we’re very happy with our choice. Tile we chose was White Flow. Show reply

Great service – The website is easy to search and I found the product I was looking for quickly. I had some questions re delivery so called customer service. Ordering over the phone was simple, the sales person was helpful and organised delivery to be made when requested and on time. Show reply

Stock issues & poor in store customer service – On line purchase. Stock purchased had to come from QLD to VIC. Was contacted by lovely phone customer service person called Makayla who organised the tiles to come down from Queensland to Vic. The only problem was when they went to the Queensland warehouse I had paid for X amount of metres and there were only able to supply 5 m less which put a… Read more ·  1

spanner in my works. Makayla again said you should have enough so I went with it but she gave me the option that I did not need to purchase them even though I had paid for them so when they got delivered to the house I was happy with them and I just hoped and prayed that the Tiler would have enough to finish the project. When I went to pay for the invoice she gave me originally I called the store at the peninsula to make an inquiry whether I could EFT the money because they were going to be over a week until they were delivered and the chap at the store said no you must pay for it now you must use either Visa or MasterCard and you have to pay a percentage to use those cards and I thought that’s a bit strange anyway I went along with it and when the tiles got delivered I spoke to Makayla and said no look I’m happy with them but I wasn’t really happy with the chap down at the Mornington Peninsula Store telling me that I had to pay by credit card anyway Makayla refunded my $10 and it really wasn’t a point but and she also refunded onto the account the tiles that weren’t delivered to a credit. Overall it was a okay experience and if it wasn’t for Michaela I would’ve probably gone ahead because she did give really good customer service. I have visited the Mitcham store in Victoria on at least half a dozen occasions and have been left lingering in their showroom for well over 10 to 15 minutes each time even though I’m holding a tile showing that I’m not a tyre kicker and that I want tiles but have on most occasions never got any customer service so I’ve just walked out and gone across the road to elegant tiles and purchased there or I’ve gone to Romano tiles in Canterbury Road to purchase something there. also when they advertise on the radio so heavily and on TV that they’ve got big tiles, grey tiles for $20 bucks a metre and you go in store & there’s nothing to be seen in the warehouse so I don’t have a good experience With the personal shopping at national tiles. I was told by Michaela that Mitcham is their busiest store and that’s why sometimes it just takes a little bit longer to get served. Got served immediately at other tile shops who now have my cash.