Royal Tile in San Antonio, TX Closed now

Reviews about Royal Tile

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  November 30, 2019, by Jake Yetterberg
  My wife bought a box of tile from Royal Tile. We were trying to match a tile that was damaged during some recent renovations. We were concerned that it would be hard to match the color and pattern, as it was pretty old. Royal tile was actually pretty helpful at this point, but they did make us buy a whole box…they would not let us buy just one tile to see if it was a good match. They made it sound like returning the box would be no big deal if it did not match. We brought the tile home and it was not even close in color. We returned it to Royal Tile and they swapped it with the next closest thing they could find. Again, so far so good. They made us buy another whole box to try again. We took that tile home as well and again it was way too far off in color to use. My contractor knew we were having trouble finding a match so he picked up a box as a courtesy. My contractor’s find was the closest we had found, so we used that tile. Then my wife took back the tile and they said, they did not accept returns—even though we had already returned one box. The staff at Royal Tile did say that natural stone products were not returnable, but not tile. They even admitted it was not natural stone, but basically told us tough luck, they still would not take it. They were rude and obviously had NO customer service mentality at all. They were very nice when trying to make a sale, but then they turned ugly when we tried rectifying the unmatched tile by returning it. Here’s the true shame. It was only a $20.00 box of tile—it was the principal that chaffed us. We own our own business, so we are hyper aware of the customer service that we get when we are conducting business. In venting our frustration, maybe we can help others avoid this situation from happening to them. Here is the unfortunate outcome of their actions:  We will never use Royal Tile again and we have three residential and two commercial properties that we maintain.  We will not allow our contractor to use Royal Tile for our projects in the future.  We will not allow our handyman to use Royal tile for our projects ever again.  Our contractor and our handyman saw the whole process and they both said after our experience they will not use them for any of their other clients either.  All of the people who work for us at our office building have heard the story as well.  We have several hundred clients in San Antonio and south Texas and we have several thousand personal recipients of our business financial quarterly newsletter. We have a senior referral service where we share stories with our clientele and newsletter subscribers about service and retail experiences to help them avoid being taken advantage of in the future. We’ll share our experience here as well. All aver a $20.00 box of tile. We were courteous and we gave them every opportunity to make it right to no avail. They did not even try to offer any options (restocking fee, store credit return, etc—nothing). It’s a shame, but we now feel obliged to let others know of their misleading polices and horrid customer service.