Reviewer Photos & Videos
- Physical store
I've given this review 3 stars and that's mostly for the great service I received upfront in-store. After that the actual installation of our (very expensive) wood flooring went sour... Whilst the quotation at the unit appeared to go smoothly it was the information that I wasn't told that caused us a headache. I was very clear from the start that we were new to home ownership and Renos. Perhaps that was the mistake, as I felt we were taken advantage of. We were left with having to paint our skirting boards, having to re-install them onto the wa...ll and having to have our wardrobe doors adjusted to fit the floor. We were given some compensation for the wardrobe doors but I had to organise this which I believe shouldn't have been my problem. From quote to end production we added approx 2K to the bill and whilst the floors look good, the amount of time it took and the finishes were lacking. Oh and can I have my doorstop back? cheers.
- Physical store
Expensive tiles that didn't match
We purchased expensive tiles with a pattern that needed to be exactly the same to match up in the corners to be perfect. They didn't!!! Some tiles are out by 5mm or more. Has taken our tiler more than double the amount of time to lay them to try and get them to line up. Make sure you see 4 or 5 tiles together before you buy
- Physical store
Excelent price, good range.
I could give 5 stars but they calculation was wrong which make me go back in store to get more tiles, I live pretty far away andante tiler needed urgent.
- Physical store
Many hold ups, mistakes & problem with delivery to country Victoria
We bought over $9000 worth of tiles - there were long wait times for all the tiles to arrive, many emails sent from their head office in Qld (so no follow up from the store where we bought from which had better customer service), their customer service head office in Qld sending us someone else’s account (& just after speaking to them at length using our account details), having to chase them to get a receipt for $5500 deposit (which they said they don’t normally issue!!!) & lastly, having organised a delivery date & receiving 2 messages confi...rming the date - the tiles are unexpectedly delivered 5 days beforehand with the delivery driver giving me 1/2 an hour’s notice of delivery (having explained that we don’t usually live at the delivery address). It was annoying and just too many minor mistakes to always follow up. The tiles are nice, but the overall service was quite poor.
- Physical store
Large format tile ordered through Oxley
Matt in Oxley was good, but the follow up once we'd placed an order was poor and communication between NT and the supplier of our large format tile was pretty slow. Lots of waiting once the people from Ultimate Splashbacks came to do their measurements.
End result is fantastic - very happy with the tile and the joins are immaculate.
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...
- Physical store
Poor customer service
Came into to buy some floating floor boards waited around for 15 minutes while one lady was with a customer the other on her PC the packs I was looking for were all open and mixed up finally I went to the lady on the PC and asked are there any more boards as these are mixed up, she then proceeded to go over and try to tell me they are fine as there are only 8 pieces per box I instructed her that there are 10 per box she made me feel like I was interrupting her day and not friendly at all she then charged me for the tiles assuming there were mor...e out back, I was them made to pay a surcharge when using my own money with a Visa Debt card which is not a credit card, the store man out back was brilliant he managed to save the day such a pleasure to deal with.
Don’t waste your time with National Tiles!
Like another review I got scammed with them telling me they had an abundance of stock and would arrive in 2-3 days at the store for me to pick up. It never arrived and I rang them to check what happened, first they said there had been a delay and it would arrive on the Monday and they would call me. Monday it didn’t arrive and no call and when I called them tuesday they said they’d find out what happened and call back. They never called back!! I rang again and they said they had issues with a new transport company they were using and they had c...ontacted the share house and it was on a truck to be delivered Tuesday arvo or Wednesday morning. So I rocked up to the Virginia Qld store on Wednesday arvo and no delivery! Surprise Surprise. I canceled my order and went to Beaumont, I wasn’t taking anymore lies. Let’s see if I get my refund without a hassle cos of course they are unable to do a refund in store like a normal shop. Just more lies to scam you!!
Disappointed - Umber Mistura Hybrid Flooring
The small sample they provide in store looks beautiful, however when this product is laid the over all result looks like dark long stripes.
I am feeling very disappointed. When deciding to purchase this product at the Burleigh Heads Store, I asked to see an example of the end result, or a photo of the flooring laid, which the retail assistant was unable to provide.
I hope this review and the images I have attached will help future customers considering this product.
I contacted the store to see if anything could be done, and was given a %10 ...
- Physical store
Lying sales person and manager
We purchased 100sqm tiles from National Tile and the sales woman lied to us just to get sale she told us the tiles were in Adelaide and can be delivered anytime .
3 days later on supposed day of delivery she called to say .
Oh your tiles are not all there we can send out some and get the rest to you on Friday.
Friday morning came I called and asked when rest of tiles were getting sent out and was told it will not be today .
I spoke to the manager and came to agreement they would send out 20sqm of same tile but different batch so we could put t...
Townsville Store, walked in to the store, left with a quote from another company. Then the Franchisee tried to make me pay twice, National Tiles and their personal company. Something fishy is going on in that store.
Rang Head office twice no call back!
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.
- Online store
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 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.
- Physical store
False information at time of sale
I purchased about 100m2 of a tile that was due to be discontinued. At the time I wasn't sure when my builder would be ready for the tiles, but I knew it was about 6 months away. At the time, the sales person at the Oxley store advised not to worry because they have held tiles for customers for up to 2 years before. So I purchased the tiles. A few months later the calls started coming advising me that I needed to have the tiles delivered immediately. The calls kept coming even advising that they were going to cancel my order because they ca...n't store our tiles in their warehouse because it's taking up space. I got a bit snappy and told them that they can't go back on their word of holding tiles for longer periods of time. Their response was that they spoke to that salesperson and advised that he can't be saying stuff like that, however they still can't hold the tiles. After a lot of stress and heartache they allowed me to store my tiles up to a certain deadline which just so happened to work for us. This experience wasted a lot of my time and tainted my view of National Tiles who I have used a few times in the past without issue.
Questions & Answers
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.
Do you install timber flooring or only supply?
Hi Michael, thank you for your query. We do supply and install our timber flooring range which also includes laminate, hybrid and vinyl. Please let me know if I can arrange a free measure and quote for you? Thank you. Kind Regards, Brooke, National Tiles Customer Service
Why does your marketing department send text messages to non customers at 6 am in the morning
We are very sorry for the early message, this was sent out mistakenly and without our usual opt out link.
Please let me know your mobile phone number by emailing firstname.lastname@example.org and I will ensure you are removed from our list.
Once again we sincerely apologise for the disruption.
National Tiles Customer Service Team
I do not accept your answer as to the apt as I never use apts
I have already provided my telephone number and ii am awaiting a telephone call from the marketing manager
Your response is deceptive as to not including a Opt out link
This was the first text I had received so even if an opt out option was available you text me at 6 am waking the family
This remains an unauthorised use of my imformation provided to the company for a quote regarding tiles that I never purchased
The appaulling unprofessional manner this company is addressing the issue just highlights the unethical conduct
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