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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 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 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 brochur...
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.
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 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
- Online store
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 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 deliv...ered 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.
- Online store
Worst customer service experience
Floor installation was poorly finished, and extremely overcharged for almost non-existent floor prep, which actually left our floor more uneven. No response to multiple attempts to rectify, no reimbursement for overcharges.
don't buy online as national tiles informed me the products I ordered are not available. To get a refund is almost impossible after several calls and emails. They get your money easily without giving you the products you want.
Invaded my browser with spam
I visited the website to get an idea of pricing, was not impressed. Now every day I start my computer I get a pop-up from National Tiles. I visited the website ONCE
- Online store
Tiles amazing, customer service horrible.
Late to receive product. Advertised in stock told the next day after ordering out of stock.
Customer service was poor, kept getting misleading information. Had to phone up numerous times.
Tiles are amazing quality.
- Online store
They ran out after 3 months took my money to get from warehouse then called me to tell me they ran out then wanted to charge me a processing fee for a refund. Wasted my time and discontinue lines too soon
Caused significant delays
I placed an online order over a week ago and scheduled tiles to be delivered yesterday. I called this morning to ask what had happened to my delivery only to be told the tiles are not in stock and are on back order for another month. There was never any notification when I placed the order online that there was a stock issue, I never received any emails to advise that there was a stock issue OR issue with scheduled delivery. When I called this morning they said there had been a voicemail left the day prior which I can categorically confirm ther...e was not. We have already started demo and now have to sit with a gutted bathroom and laundry for the next month. We have 3 little ones so to be without our bathroom and laundry for this long has an enormous impact. We have let our trades down also and have a huge amount of materials sitting in our garage which is a liability. The communication and customer service from National Tiles is disgraceful and I will not be using or recommending them to anyone in the future.
- Online store
Good outcome, but a few problems
Overall excellent service and problem resolution from Wingfield store especially (Lawrence went over above to minimise my inconvenience and smooth over shortcomings of online customer service) and the Nailsworth store. Pretty poor effort from the customer service centre. Overall good quality tiles at excellent prices.
Customer services is terrible
Made an inquiry online only never to have anyone contact me I had to follow them up left 2 messages. Finally Brooke called but had no idea why she was calling the customer services is non existent it’s just all 2 hard for them I just went elsewhere. Less painful they should stop wasting money on advertising and spend it on new staff who care.
Ordered from online store. Received an email to call them (they didn't bother trying to call me) to be told the tile was out of stock and will not be available for four months! Who advertises a product they don't actually have available to sell? Four months is a completely unreasonable timeframe. Perhaps remove products from your store that you don't actually have available to sell.
Discontinued tiles still advertised and purchased on website and charged for them!
I ordered the belgium stone tile online after finally making a decision and finding a tile I liked. I purchased the tiles online, the money was taken from my account that day and i made a requested to be delivered on the wednesday. I paid for parking to make it an easy transfer into my car on the wednesday and thursday (thinking they would come by thursday). I started a live chat on friday find the tiles are no longer available. I chose a new tile that was $10 cheaper per sqm and the chat reported I would be refunded the gap. I requested they be delivered first thing monday as I'd have to move clients around to make sure I could be there for the delivery. They arrived at 2pm, one is chipped and no refund of the gap to be seen.
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